Guest Service Manager 宾客服务经理

• Responsible for the operation of the hotel lobby, public area and the inspection of the hotel finished product protection
• 负责酒店的大堂，公共区域的运营和酒店成品保护的检查。
• Responsible for meeting, banquet and important VIP customers dining, and ensure the service quality of the lobby.
• 负责会议宴会及重要VIP客户用餐等事宜并确保大堂的服务品质。
• Responsible for the occurrence and follow-up of any accidents in the hotel.
• 负责酒店任何意外情况的发生和跟进处理情况。
• Be responsible for establishing good relationship and communication with the person in charge of other relevant departments, and deal with the problems encountered by customers in the first time.
• 负责与其他相关部门的负责人建立良好的关系和沟通，第一时间处理客户遇到的问题。
• Pay attention to the situation of the chairman of the owner company and other important leaders and share in time.
• 关注业主公司董事长等重要领导的情况并及时分享。
• 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。
• 按需要与酒店其它部门进行合作、协调和沟通。
• Cooperates, coordinates and communicates with other hotel departments as required.
• 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。
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• Responds to guest needs and resolves related problems
• 就客人的需求做出反应并解决相关问题。
• 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。
• 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。
• 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 。
• 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 rooms revenue control
• 分析房价差异报告以保证控制客房收入。
• 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）。
• Fully conversant with all hotel emergency procedures.
• 熟知酒店紧急情况所有处理程序。
• 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。
• Reports directly to and communicates on all pertinent matters affecting guest service and hotel operations.
• 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。
• 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。
Handle guest complaints and refer them as necessary, follows up on corrective action
处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进。
• 负责前厅部宾客体验相关KPO的跟进与落实，制定行动计划。
• Responds to guest needs and resolves related problems
• 就客人的需求做出反应并解决相关问题。
• Supervises and directs Reception and Guest service centre personnel.
• 对前台接待和总机工作人员，宾客关系部和行政酒廊接待进行监督和指导。
• 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。
• 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。
• 组织回顾和分享所有客人的入住信息，确保每位客人都能满意离开。

.Required Skills –
技能要求
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
• Good writing skills
• 具有良好写作技能
• Proficient in the use of Microsoft Office and Front Office System
• 熟练使用微软办公软件和前台系统
• Problem solving and organizational abilities
• 具有解决问题和组织能力

Qualifications –
学历
• Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
• 具有酒店行政管理，酒店管理或相关的大专学历或专业证书。