Guest Service Manager 宾客服务经理

FINANCIAL RETURNS
财务回报

• Promotes inter-hotel sales and in-house facilities.
  促进店际销售及推销酒店内的设施。
• Checks billing instructions and monitors guest credit.
  检查结帐说明并监督客人信用情况。
• Analyses and approves discounts and rebates.
  分析和批准打折相关事宜。
• Analyses the rate variance report to ensure room’s revenue control.
  分析房价差异报告以保证控制客房收入。
• Ensures front line staff complies with FIT marketing techniques and maximize sales.
  确保一线员工遵从散客市场技巧并最大化的进行销售。
• Complete stock takes as required，Maintain stock levels.
  按要求完成库存盘点工作，维护存货量，并跟财务一起每月进行部门资产管理维护。

PEOPLE
员工团队

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
  直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。
• Provides functional assistance and direction to all departments.
  向所有部门提供功能性支持和指导。
• Cooperates, coordinates and communicates with other hotel departments as required.
  按需要与酒店其它部门进行合作、协调和沟通。
• Supervises and directs Reception and Reservations personnel.
  对接待部和预订部工作人员进行监督和指导。
• Supports and assists Front Office personnel and all departments at peak periods.
  在高峰期向前厅部工作人员和其它所有部门提供支持和协助。
• Inspects front of house and back of house regularly for cleanliness.
  定期检查一线各部门和二线各部门的清洁状况。
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
  监督员工的行为、制服穿着、卫生和外表形象。
• Provides input for Front Office meetings.
  为前厅部会议提供信息。
• Takes action with the Property Management Systems (PMS) in emergency situation.
  在紧急情况下使用酒店管理系统（PMS）。
• Training to all staff.
  给部门员工进行培训。

GUEST EXPERIENCE
宾客体验

• Responds to guest needs and resolves related problems， hand the guest complaint.
  根据客人的需求以及客人的不满意，及时做出反应并解决相关问题，跟进好相关客人的投诉。
• Ensures VIPs and priority club guests receive special attention.
  保证贵宾和优悦会会员受到特别关照。
• Assists Guest Relations in greeting, rooming, and sending off VIP guests.
  协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行。
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
  对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。

RESPONSIBLE BUSINESS
企业责任

• Improve hotel and brand popularity in this locality, encourage employees to actively participate in local community activities.
  提升酒店与品牌在本地的知名度，鼓励员工积极参与本地社区活动。
• To ensure that the policies and procedures to comply with the local laws and regulations and the hotel or company, assist in annual audit / standard self-examination.
  确保遵守相关地方法规及酒店或公司的政策与流程，协助参与年度审计/标准自审。
• Investigation and Research on the problems arising in the work, to understand the facts, In time to discovery  may cause potential risk for hotel or company and effectively promote the solution to the problem.
  对工作中发生的问题进行调查和研究，了解事实，及时发现对酒店或公司可能造成的潜在风险，并有效促进问题的
  解决。在遭遇重大问题时及时向上级汇报。
• Fully conversant with all hotel emergency procedures.
  熟知酒店紧急情况所有处理程序(包含火警、受伤)。