宾客服务经理

Main Functions工作职责
· Responsible for the smooth, efficient and professional operation of all front office areas. Ensure good communication among departments.
确保前厅区域的工作能够顺利、高效、专业地运作。确保各部门间的良好沟通
· Work together with Accounting department to establish work shift checklist; extremely familiar with hotel daytime and overnight operation.
与财务部合作建立夜班值班表；熟悉酒店夜班时营运情况
· Maintain and process period transaction data and reports, and daily revenue reporting.
保存并管理交易数据、报表以及日常收入报表
· Audit guest room rate report for pricing and sales tax errors.
审核客房率报表，并更正报价和销售税务方面的错误
· Prepare a summation of all house charges and all credit card vouchers accepted by the hotel; and reconcile same with the trail balance. Ensure that trial is in balance by the close of each shift.
整理出所有客房费用凭单及酒店所收到的所有信用卡消费凭单；对账后确保交接班时所有移交账目能够保持一致
· Establish overnight shift procedure in relative areas and ensure proper procedures are followed on a day to day basis.
针对相关区域建立夜班工作流程表，确保每天各班次都能遵循这一流程表
· Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities.
定期管理审计帐目，如果出现什么不合法的现象要与会计及时沟通
· Strictly follows bank-out procedures and cash handling procedures.
严格遵守银行支取流程和现金处理流程
· Able to understand hotel system well. Resolves system problems and can operate the system manually, conduct basic trouble shoots when necessary and lead hotel associate during unusual condition. i.e. front desk system outage.
能够很好地理解酒店相关操作系统，并能解决系统问题和操作该系统，必要时解决出现的基本问题，遇特殊问题时能够带领员工共同解决，例如：前台操作系统中断
· Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction.
作为安排和组织客人入住的关键人物，需给员工做出榜样，确保服务质量达到酒店的品牌标准。在所带领的团队中，营造出热情、专业款待客人的氛围，以确保客人能够满意。
· Lead shifts associate to participate in VIP/Repeat Guest Recognition, Marriott Bonvoy and Hotel Incentive Programs. Ensure Marriott “Look No Further Best Rate Guarantee” rate program is not violated at anytime.
带领夜班员工参与执行VIP客人、回头客人的认知计划，参加到万豪旅享家及酒店优惠政策中。同时确保在任何时候都不会违反万豪的“最优惠价格保证”政策
· Lead and hold shift meeting daily. Ensure updated group/VIP information is passed on to day and overnight staff.
组织开展每日工作会议。确保最新的团队及VIP信息能够及时地传递给晚班员工
· Able to handle sell-out situation. Review room blocking and check-in situation as soon as shift starts on a sell-out night. Properly arrange hotel room blocking and identify possible “walk” guest. Prepare relevant paperwork and pass information to fellow associates on night shift.
能够处理超额预定的情况。换班时检查锁房及客人入住情况。合理安排客房，并分析出哪些是需要推荐到别的酒店入住的客人。做好相关记录并交给晚班员工
· Post all late charges and all guest check corrections to guest folios in time for express checkouts.
及时将晚到账目入账及有快速结账需求客人账单修正入账
· Ensures that all procedures and policies are in place and followed. Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.
确保能够遵守所有的规章流程和法规。定期管理审计帐目，如果出现什么不合法的现象要与会计及时沟通，适合的时候也可以与领导及顾问联系
· Ensure Confidentiality of User Log-ons. Ensure that Front Desk users are logged out when leaving the area.
对计算机用户登陆（程序）要保密，离开前台时，要确保已退出登陆
· Responsible for Rooms Controllers daily tasks being followed and reviewed. Appropriate and accurate room blockings are being indicated on a daily basis.
负责房控员日常工作的完成及核对，每天正确地标注出锁过的房间
· Responsible for training and hiring newly hired associates in guest relations area. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 15 minute daily training is required.
负责客户关系工作区域的员工培训及新员工的招聘。确保日常培训中应该包括技能培训、礼仪、沟通培训、管理培训以及组织技能的培训。每天需培训15分钟
· Ensures that recognition programs for both guest and associates are in place and working. Responsible for all repeat guest special requests, lead front desk team to follow through and ensure guest has an enjoyable stay. Establish system in place for repeat/VIP guest recognition program. Being able to contribute and lead front desk team to participate in up sale program.
· 确保客人及员工识别系统能够正常运行，满足回头客的特殊要求。带领前台员工坚持工作，并确保客人在酒店能过得愉快。建立回头客、VIP客人识别系统，能够促使并领导前台员工加入销售体系
· Directly responsible for Marriott Bonvoy enrollment program. Responsible of establishing the game plan; ensure Marriott Bonvoy enrollment meets brand goal.
直接负责万豪旅享家会员注册，并设立万豪旅享家注册奖励计划，确保会员注册数量达到集团目标
· Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours. Being able to effectively and adequately make department schedule.
根据预算有效控制成本，确保已经建立了能够掌握成本和工作小时的控制体系。能够有效地制定出部门计划表
· Initiates additional tasks to improve existing procedures and guest satisfaction.
完成额外的工作任务，以提高现有的工作速度及客户满意度
· Resolves system problems and can operate the system manually. Can lead the staff through a down time.
能够解决系统问题并操作该系统。能够领导员工坚持工作
· Provide required daily reports for Front Office Manager, Director of Operations and related departments for review.
每日完成晚班工作情况汇报，并在每天早晨将其提交给前厅部经理、运营总监和总经理请他们过目
General Responsibilitie基本职责
· Be well groomed and conform to the hotel's dress code and deportment.
· 穿戴得体、并遵守酒店的着装规定，举止优雅
· Be informed about daily operations and events.
· 了解日常运营情况及相关事宜
· Know all frequent customers and is familiar with their special requests. Ensure that their needs are met.
· 了解常驻客人，熟悉其特殊要求，确保其要求能够得到满足
· Be highly visible in public area during peak hour
· 繁忙时也应具备高度的洞察力
· Be familiar with sales strategies; communicate daily with reservation sales.
· 懂得销售策略，与预定部保持良好的日常沟通
· Develop a thorough knowledge about all brands in Marriott's portfolio.
· 对万豪旗下的所有品牌有充分地了解
· Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.
· 了解文化差异、对于拥有不同民族文化的客人均能保持良好的举止行为。了解不同的礼仪节。
· Be knowledgeable about all emergencies plans and know how to act upon them.
· 了解可能出现的突发事件并懂得如何应对
· Report any unusual occurrences immediately to the front office manager
· 遇异常情况须及时向前厅部经理报告
· At all times strive to represent Marriott in the most professional and courteous manner.
· 任何时候都应该以最专业及最礼貌的举止来展现万豪的风采
Safety Awareness 安全提示
Maintain safety by adhering to safest policies, being responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors.
Ensure proper safety instructions are given before operating any equipment.
要保障安全须严格遵守安全法规，与异常情况须及时上报。建立、支持所有的安全方案。行走在湿滑地面上要留意。在操作设备之前，确保已了解了安全说明
Any other duties as may be assigned from supervisor.
完成领导交代的其他工作职责