总机副经理 Asst. Guest Service Center Manager

【岗位职责】 Job Responsibilities
1、全面负责宾客服务中心的日常运营管理，确保服务质量符合品牌标准。
Fully oversee the daily operation and management of the Guest Service Centre to ensure service quality complies with Banyan Tree brand standards.
2、监督并优化宾客服务流程，处理客户投诉及特殊需求，提升客户满意度。
Supervise and optimize guest service processes, handle guest complaints and special requests, and enhance guest satisfaction.
3、管理并培训宾客服务中心团队，制定排班计划，确保服务响应及时。
Manage and train the Guest Service Centre team, develop staffing schedules and ensure timely service responses.
4、协调与酒店其他部门（如客房、餐饮、礼宾）的联动，高效解决宾客入住、离店及住中问题。
Coordinate cross‑departmental collaboration with Housekeeping, Food & Beverage, Concierge and other departments to efficiently resolve guest issues during check‑in, check‑out and in‑stay periods.
5、定期分析宾客反馈数据，提出服务改进方案并推动落地实施。
Regularly analyze guest feedback data, formulate service improvement plans and drive their effective implementation.
【岗位要求】 Job Requirements
1、 至少 5 年奢华品牌酒店前厅或宾客服务中心管理经验。
A minimum of 5‑year management experience in the Front Office or Guest Service Centre of luxury‑brand hotels.
2、 具备卓越的沟通能力、管理能力与危机处理能力。
Possess excellent communication, management and crisis‑handling capabilities.
3、 英语听说读写能力熟练，会其他语言者优先。
Proficient in English (listening, speaking, reading and writing); additional language skills are preferred.
4、有奢华酒店工作经验者优先考虑。
Prior working experience in luxury hotels is preferred.