Guest Services Manager 宾客服务经理

1. Responsible for the smooth, efficient and professional operation of all front office areas. Ensure good communications among departments.
2. 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.
3. Ensure proper check-in/ out procedure are followed. Strictly follows bank-out procedures and cash handling procedures. Be familiar with sales strategy, ensure No Further Rate guarantee
4. Ensure Confidentiality of User Log-on. Ensure that Front Desk users are logged out when leaving the area.
5. Responsible for Rooms Controllers daily tasks being followed and reviewed. Appropriate and accurate room blocking are being indicated on a daily basis.
6. 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.
7. 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/rewards/VIP guest recognition program. Being able to contribute and lead front desk team to participate in up sale program.
8. Responsible and monitor the on duty front office clerks, ensure rewards sign- up rates and activation rates meets brand goal.
9. 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.
10. Initiates additional tasks to improve existing procedures and guest satisfaction.
11. Resolves system problems and can operate the system manually. Can lead the staff through a down time.
Any other duties as may be assigned from time to time.
1. 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。
2. 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。
3. 很好地遵循登记入住及退房流程。严格遵守银行支取流程和现金处理流程。熟悉销售策略，确保“最优惠价格保证”。
4. 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。
5. 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。
6. 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。
7. 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、回馈客人、VIP客人识别系统，能够促使并领导前台员工加入销售体系。
8. 负责监管当班员工，确保礼赏会员注册率和激活率达到集团目标。
9. 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。
10. 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。
11. 能够解决系统问题并操作该系统。能够领导员工持续高效工作。
承担其他实时被委派的职责。