宾客服务经理 Guest Services Manager

Reports directly to and communicates with Front Office Manager on all pertinent matters affecting guest service and hotel operations.
直接向前厅部经理汇报部门运营情况以及涉及到服务的相关情况。
Provides functional assistance and direction to all departments.
向所有部门提供帮助。
Cooperates, coordinates and communicates with other hotel departments as required.
根据需要与其他酒店保持良好沟通、合作和必要的联系。
Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
在酒店范围内为客人提供快速服务和个性认知。
Responds to guest needs and resolves related problems
对于客人需求做出反应以及解决相关问题。
Supervise and direct assist Reception and Reservations personnally.
为前台和预定部提供帮助，并进行监督。
Supports and assists Front Office personnel and all departments at peak periods.
在高峰时期为前厅部所有部门提供帮助。
Ensures VIPs and loyalty guests receive special attention
确保所有重要客人和忠诚客户得到特殊关注。
Inspects front of house and back of house regularly for cleanliness.
定期检查酒店区域卫生状况以及酒店前方和后方区域。
Assists Guest Relations in greeting, rooming, and sending off VIP guests.
协助宾客关系员工去问候、并护送客人回到房间以及送别贵宾。
Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
监督员工的日常行为，制服，仪容仪表，卫生。
Hold FO daily breifing.
组织前厅部每日交接班会。
Promotes inter-hotel sales and in-house facilities.
促进酒店内销售和客房设施。
Checks billing instructions and monitors guest credit
检查监控客人账单消费内容和账单信用。
Analyses and approves discounts and rebates.
分析和批准给客人做折扣和减免。
Analyses the rate variance report to ensure rooms revenue control
分析房价差异报表确保房间收入正常。
Takes action with the Property Management Systems (PMS) in emergency situation.
在酒店操作系统发生紧急情况下采取行动。
Fully conversant with all hotel emergency procedures.
完全熟悉酒店所有紧急事件处理程序。
Ensures front line staff complies with FIT Marketing techniques and maximize sales.
确保前台一线员工熟悉散客销售技巧最大限度提高销售业绩。
Expected to be at the Lobby area at all times to monitor staff movement and their interaction with guests. To only spend a very minimal time at the back office and only do so when necessary.
在大堂范围内监督员工的行为以及对客的服务，用最短的时间在后台办公室完成必要的工作。
To meet up with all VIP, PCR & Ambassador guests upon arrival.
会见所有的重要宾客、优悦会会员、优悦会大使在他们抵店时。
To monitor and ensure that all staff provides warm attention to all guests, especially Priority Club Reward and Ambassador Members and repeat guests.
监督和确保所有员工为所有宾客提供宾至如归的服务，特别是优悦会会员、大使会员和回头客。
Must minimize guests waiting for room by liaising closely with Housekeeping Department.
通过与客房部保持密切的沟通尽量减少客人等候房间。
Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
与行政管家保持密切联系确保客人特殊需求，礼物以及其他相关房间需求可以及时满足客人需求。
To inspect all VIP rooms together with the Housekeeper prior to Guests’ arrival
在重要宾客抵店前与客房管家一起检查客人房间。
Drives customer delight and retention by being a role model in delighting guests in every single interaction.
通过每一个与客互动的良好典范，驱动客户满意度
Actively obtains feedback from guests to improve services and facilities.
积极获得客人的反馈意见以完善服务和设施。
Ensure guests preference and comments are documented by staff frequently and action upon next check in.
确保将客人的喜好和意见记录在客人资料信息中以便于客人下次入住员工可以提供针对性的服务。
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
Good writing & communication skill.
具有良好的写作沟通能力
Proficient in the use of Microsoft Office and Front Office System
熟悉使用办公软件和前台操作系统
Problem solving and organizational abilities
解决问题和组织能力
Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
具有酒店行政管理，酒店管理或相关的学士学位或大专水平。
2 years’ experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
拥有2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
Tel招聘电话: + 86 (898) 8865 8888-7512
（working period is 9AM-6PM in working days工作时间为工作日上午9点至下午6点）
Email招聘邮箱: Cathy.Fu@ichaitangbay.com