宾客服务经理

岗位职责
1.Reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests. Updates system by inputting inventory and non-inventory groups. Monitors special reservation requests handling and oversees rate changes on in-house guests.
关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。
2.Manages front office team member, resolves guest concerns, and implements resolutions by using discretion and judgment.
对前台进行日常管理，用敏锐的判断力和决断力解决客户的问题。
3.Takes responsibility of the hotel as the Duty Manager in the absence of the Assistant Front Office / Front Office Manager.
在前厅经理/前厅副经理不在的情况下，作为值班经理负起责任。
4.Completes Night Shift Duties acting as the Night Manager when he / she is not on duty.
在夜班经理不在的时候完成夜班经理职务。
5.Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
6.Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
7. Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired about, and method of payment secured.
依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。
8.Ensuring that guests are escorted to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时送达等。
9.Handles complaints promptly and efficiently, taking the necessary action, follows up with all guests to ensure satisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满，回访客人，确保客人对解决方法满意。
10.Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
维护顾客档案和信息，确保客人每次入住的满意度。
11.Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
12.Adhere to the hotel’s security and emergency policies and procedures.
坚持酒店安全制度、紧急情况处理规定和程序。
13.The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
14.Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
岗位要求
1.Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
能有效的用英语沟通交流。
2.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
擅长于处理宾客关系，能快速有效的应对各种问题。
3.Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。