Guest Service Manager宾客服务经理

•Maintains a steady flow of communication to FOM, AFOM and other section heads.
与部门经理、副经理及其它部门负责人保持经常稳定的沟通。
•Maintain well relationship with the government police, implement the police standard process.
与当地公安部门建立并保持良好的关系，执行宾客信息录入标准。
•Conducts appraising functions, observe associate’s performance and give the feedback or direct correctly, report their performance to the manager impersonality.
指导员工评估机制，客观观察员工表现并予以正确指导，向部门经理客观反映员工表现。
•Attend Front Office regular (departmental) meetings, conduct FO daily operation meeting.
参加前厅部例会，主持当班班组会议。
•Prepare and check various daily and monthly records and reports, and other reports as required.
按需求准备及检查各种日报表、月报表及其它工作报告。
•Ensure and oversee that the Guest Relations Officer and Lobby Ambassador’s shift procedures/duties are completed on time and are procedurally correct.
负责监督客户关系主任和大堂服务大使及时准确地完成本职的日常工作。
•Increase the Upselling revenue to achieve and exceeding the targets.
提高客房升销收入，完成并超越预算。
•Effectively resolve guest complaints
有效解决客人投诉。
•To strict implement the process of free upgrade, complimentary welcome amenities or breakfast and complimentary transportation, to avoid loss the revenue.
严格执行客房免费升级、免费水果/饮品及免费早餐及免费接送赠送流程，避免酒店收入的损失。
•To strict control over the process of high balance, rebate, accounts transfer or adjustment, Le Club member points, monitor the pretty cash, all above process in according with finance policy.
监督押金不足、费用减免、转账调账、会员积分流程，监管分部门备用金，符合财务制度。
•Check VIP guest ledger report and make adjustment and report for any mistake. Ensure the accurate of all VIP guest's bills and expected departure guest bills.
检查重要客人的消费余额，如果发现任何错误应及时更正并记录，确保所有贵宾帐单的准确性。
•Strong guest interaction and interpersonal skill.
优秀的对客服务和沟通技巧
•Good language ability in both Chinese & English.
优秀的中英文沟通能力。
•Able to train and motivated staff
有培训和激励员工的能力
•Independent,committed and well-organized.
独立性强、忠诚可靠并具良好的组织能力。
•Abilityto work under pressure.
能够在强大的压力下工作。
•Befamiliar with the Front Desk System, Opera System.
熟悉前台操作系统，Opera系统。