宾客服务主管/领班 Guest Services Supervisor/Captain

JOB OVERVIEW职位概述
· Assist Assistant Front Office Manager to monitor the general performance and related result of Heartbeat score, Upselling, Enrollment of Front Desk, and such as Guest Satisfaction, Employee Satisfaction, upselling goal achieving. As a supervisor/Captain of Front Desk, he/she needs to know all of the daily operation procedure of front desk and assist front desk agent to deal all the operation issues.
· 协助前厅部副经理负责整个前台部门的工作和与前台相关的Heartbeat，upselling，enrollment的成绩，比如顾客满意度，员工满意度和upselling的达标。作为一个前台主管/领班，他/她需要知道所有前台的运营程序及标准，在前台员工遇到困难时给予及时的帮助。
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
· Be charming by being approachable, having confidence and showing respect.
· Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
· Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你：
· 亲切、充满自信、体现尊重来展现富有魅力的你。
· 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。
· 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。
DUTIES AND RESPONSIBILITIES工作职责
· Review arrival information on a daily basis; VIP, Loyalty member, Regular guest, Groups, special requests, etc. Follow up with Housekeeping and Room Service
· 查看当天抵店客人信息，包括贵宾，会员计划， 常客，团队预订及其它相关的特殊要求。及时将相关信息通知客房部和客房送餐部
· Responsible for correct registration procedure; registration card, room allocation, credit policy, etc.
· 负责正确 的登记程序、填写登记卡、房间分配、信用方针等
· Maintain good working relations with all departments, especially Housekeeping and Reservations. Checks discrepancies and out of order rooms, to ensure correct room status at all times
· 与所有部门保持良好的协作关系，特别是客房部与预订部。检查房态差异报告以及维修房状态，随时确保正确的房间状态信息
· Responsible for correct handling of cash and cheques, credit cards, foreign currencies, vouchers and invoices
· 负责正确处理现金和支票、信用卡、外币兑换业务、付款凭证以及发票
· Responsible for prepare activities for group arrival, correct definition of group masters to ensure correct charges
· 负责团队抵店前的准备工作，确认团队总房价以确保正确收款
· Responsible for correct check-out procedure following hotel’s policies and procedures
· 负责遵守酒店政策与服务程序，正确完成客人离店手续
· Responsible for reservations, changes and cancellations when Reservation Office is closed
· 负责预订部下班后的预订、预订变更及取消预订服务
· Report to management on deficiencies and irregularities noted in the operation
· 向上级报告酒店在营业中存在的不足与失误
· Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. and ensures GSA’s knowledge of the same
· 熟悉房 价、折扣、包价、酒店设施和特殊活动等相关知识，同时确保接待员正确掌握
· Responsible for correct selling status in the Reception at all times, by close liaison with Reservations
· 与预订部保持紧密联系，确保前台始终处于正确销售状态
· Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Guest Service Manager or Loyalty Manager if needed
· 确保迅速、正确记录与解决客人投诉，尽量避免客人带着不满意离开酒店。必要时征求宾客服务经理或忠实客户经理帮助
· Assist in preparing staff schedules, ensuring adequate staffing to meet business demands
· 协助准备员工排班表以确保有足够员工满足运作需要
· Assist in preparing payroll information on the due dates, to ensure correct payments
· 协住在指定日期准备工资信息报告以确保正确支付员工工资
· Maintain good knowledge of all corporate programs, ensure GSA’s knowledge of these programs
· 熟练掌握酒店所有合作促销计划，同时确保接待员熟悉掌握
· Maintain good knowledge of the loyalty program, ensuring correct handling, prepares reports and actively participates in enrolling new members
· 熟悉会员计划，确保正确处理、准备报表以及积极参与发展新会员
· Assist in resolving accounting matters; disputes, missing back-ups etc
· 协助解决财务问题，包括有争议的帐目及丢失的信息备份等
· Ensure that all guest comments are logged and forwarded to the Assistant Front Office Manager
· 确保记录所有客人意见，并向前厅部副经理经理汇报
· Assist in departmental training and assessments
· 协助部门培训与评估
· Cooperation and teamwork for all sections and other department to ensure proper guest service delivery.
· 与所有其它区域和部门协手合作，确保向客人提供正确的服务
· Deliver high quality service to guests
· 向客人提供高质量的服务
· Identify VIP, loyalty member, regular and long staying guest, develop rapport to offer personalized service and assistance
· 识别贵宾，会员、常客以及长住客人。发展与之良好关系 以提供个性化和超值服务
· Take appropriate action to resolve guest complaints
· 采取合适的行动解决客人的投诉
· Ensure a high level of cleaning is maintained in your work area
· 确保所在工作区域的高度整洁
· Carry out other tasks as directed by your leaders
· 在上级指导下执行其它任务