宾客服务经理

岗位描述：
1.Analysis the rate discrepancy report to control the room revenue.
分析房价差异报告以保证控制客房收入。
2.Ensure frontlines maximize the hotel sales.
确保一线员工遵从散客市场技巧并最大化的进行销售。
3.Control and monitor the departmental cost periodically to ensure all expenses are under the budget.
定期控制和监督部门的支出，保证花费控制在预算内。
4.Assist every department to maintain smooth operation.
协助各个部门的任何运作。
5.Assist FO associates at peak period.
在高峰时间协助前厅部员工 。
6.Communicate with staff to establish good relationship.
时常与员工沟通，建立良好关系。
7.Ensure VIPs and IRC members received special attention.
保证贵宾和优悦会会员受到特别关照。
8.Assist Guest Relation departments in greeting, escorting, 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。
9.Respond to various situations to ensure the guest well recognized.
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。
10.Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
直接向前厅部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。
11.Provides functional assistance and direction to all departments.
向所有部门提供功能性支持和指导。
12.Reacts to situations to ensure guests 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。
13.Responds to guest needs and resolves related problems.
就客人的需求做出反应并解决相关问题。
14.Supervises and directs Reception and Guest Service Canter personnel.
对前台和宾客服务中心工作人员进行监督和指导。
15.Ensures VIPs and IRC guests receive special attention.
保证贵宾和优悦会会员受到特别关照。
16.Assists Guest Relations in greeting, 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。
17.Monitors appropriate standards of 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。
18.Provides input for Front Office meetings.
为前厅部会议提供信息 。
19.Analyses and approves discounts and rebates.
分析和批准打折相关事宜。
20.Takes action with the Property Management Systems (PMS) in emergency situation.
在紧急情况下使用酒店管理系统（PMS）。
21.Fully conversant with all hotel emergency procedures.
熟知酒店紧急情况所有处理程序。
22.Works with Superior and Human Resources on manpower planning and management needs.
与上级领导和人力资源部一起进行人力规划和管理需求。
23.Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
与上级领导和财务总监一起编制和管理部门预算。
任职要求：
1.Proficient in the use of Microsoft Office and Front Office System.
 熟练使用微软办公软件和前台系统。
2.Problem solving and organizational abilities.
具有解决问题和组织能力。
3.Fluent Chinese speaking and good speaking English and writing English abilities.
 流利的中文，具备优秀的英语沟通及读写能力。
4.Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent.
具有酒店行政管理，酒店管理或相当的大专学历或专业证书。
5.3 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience. 
拥有3年前厅或宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。