宾客服务经理 Guest Service Manager

· Reports directly to andcommunicates with the Front Office Manager or Assistant Front Office Manager onall pertinent matters affecting guest service and hotel operations.
· 直接向前厅部经理或前厅部副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 assistanceand direction to all departments.
· 向所有部门提供功能性支持和指导。
· Cooperates, coordinates andcommunicates 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 ensureguests 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。
· Responds to guest needs andresolves related problems
· 就客人的需求做出反应并解决相关问题。
· Supervises and directsReception 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 FrontOffice personnel and all departments at peak periods,ensure service quality and collect guest feedback to maintain and improveservice standard.
· 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，确保客人满意并收集客人反馈以维持高标准服务水平。
· Ensures VIPs and IHG Rewards Clubguests receive special attention
· 保证贵宾和IHG优悦会会员受到特别关照。
· Inspects front of house andback 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 ingreeting, 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 standardsof 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 Officemeetings and conduct shift briefing.
· 为前厅部会议提供信息并主持交班会议 。
· Promotes inter-hotel sales andin-house facilities.
· 促进店际销售及推销酒店内的设施。
· Checks billing instructions andmonitors guest credit
· 检查结帐说明并监督客人信用情况。
· Analyses and approves discountsand rebates.
· 分析和批准打折相关事宜。
· Analyses the rate variancereport 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 PropertyManagement Systems (PMS) in emergency situation.
· 酒店管理系统（PMS）在紧急情况下的使用及相应行动。
· Fully conversant with all hotelemergency procedures.
· 熟知酒店紧急情况所有处理程序。
· Ensures front line staffcomplies 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。