宾客服务经理Guest Service Manager

工作职责：
·Conducts
daily walk-through to ensure LQA standards are implemented and delivered to every
guest.
进行每日巡视以确保LQA在对客服务中被遵守和执行。
·Attends to referred and handles guest
enquiries in a courteous and efficient manner and reports guest complaints or
problems to next level supervisor for necessary action and assure follow up
with guests.
主动关注并礼貌高效的处理客人的要求及投诉，需要时要向上一级主管汇报，并且确保及时跟进。
·Ensure
loyalty/VIP procedures are being met or exceeded on a daily basis for all
loyalty /VIP guests.
确保对所有忠实会员和贵宾都执行其相关接待程序和标准。
·Detailed
hotel product knowledge, up-to-date with VIP arrivals & events within the
hotel and the destination.
明晰酒店产品知识，确保贵宾及活动信息的时效性和准确性。
·Presence in
the lobby area all the time, support Front Desk or Concierge operation initiatively, and ensure
both colleagues and facilities/equipment are in good condition.
工作期间保持在大堂区域巡视，主动协助前台和礼宾部的日常运营，并确保所有同事和运营设备的工作状态良好。
·Ensure cleanliness, atmosphere and appearance of lobby and related areas.
确保大堂及相关区域的清洁、氛围和外观符合品牌标准。
·Check potential room revenue for any discrepancies and do necessary
corrections.
检查有可能产生的任何房费差异，并跟进解决。
·To take a
full and accurate handover from the previous shift ensuring that all necessary
follow-up is recorded and auctioned.
与上一个班次进行完整而准确的交接，以确保所有待跟进事项都被记录和解决。
·To ensure
that an accurate Service Center and Department guest logbook, providing a
written log of the day’s guest related issues, is maintained to report to
General Manager and Executive Team.
确保总机和部门日志的准确性，将当日发生的与客人相关的时间整理并记录，并将值班经理日志每日发送给总经理和行政团队。
·Adheres to promote
the health & safety policies to ensure a safe work
environment. Knowledgeable
for all safety & emergency procedures, and act as key contact personnel of
Emergency Response Team during certain situation.
坚持并推行健康与安全政策，以确保安全的工作环境；熟悉掌握安全及紧急程序， 并在危机情况作为危机处置小组的主要联络人参与危机处理。
·Verifies that
all information requested by the local police authorities are adhered to and
prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
·Maintains all information security standards compliance of Front
Office at 100%.
确保所有信息安全标准被百分之百的执行。