Guest Service Manager 宾客服务经理

Main Complexity/Critical Issues in the Job主要复杂/关键工作事项
1.Well patrol lobby, monitor all service in lobby within standard and polite way.
良好管理大堂区域，确保所有服务按照服务标准并礼貌有序
2.Master all emergency procedures and well handle crisis management.
掌握各种应急程序，有效进行各种危机处理。
3.Management of the guest service experience / personalization.
确保个性化服务以提升客人体验。
4.Professional to handle guest complaints and record.
专业的处理宾客投诉并记录汇报。
5.Maintain the close relationship with guest and ensure the guest is satisfied consistently.
维护与客人之间亲近的关系，确保客人始终如一的满意。
6.Ensures high standards of personal presentation & grooming.
确保始终都有高标准的个人形象和仪容仪表。
7.Ensure wherever possible that colleagues are provided with a workplace free of discrimination, harassment and victimization.
确保提供给同事们一个没有歧视、骚扰和危险的工作环境。
Knowledge and Experience知识和经验
· Diploma or Degree preferably in hospitality or related field
酒店管理或相关专业的本科或专科学历
· Minimum two (2) years relevant experience in a similar position in a renown international hotel brand
在知名国际酒店内从事至少两年类似岗位的经验
· PMS and Office software knowledge
熟悉并掌握Opera酒店管理系统和各类办公软件
· Excellent oral and written skills in Mandarin and English
优秀的中英文听说读写能力
● How to manage guest experience, understands and can use reporting RPS, etc.
了解如何管理宾客体验系统，并可熟练使用报表工具对其进行分析
Competencies 技能
· Strong organizational & leadership skills
优秀的组织能力和领导能力
· Analytical skills a must combined with creativity and initiative
结合了创造性和主动性的分析能力
· Excellent interpersonal & communication skills.
优秀的人际关系和沟通能力
· Service oriented with an eye for details
以服务为导向的敏锐洞察
· Confidently able to resolve problems and make decisions
自信的解决问题与决策的能力
· A passion for perfection
追求完美
· Good presentation, influencing skills
优秀的表达、影响能力
· Adaptable and flexible and able to embrace and respond to change effectively
适应性强，灵活并能有效地接受和应对变化
· Effective management style, hands-on and approachable
有效的管理风格，亲力亲为，平易近人
· Proven effective development of others, great motivator
善于发展他人及卓越的激励能力