Guest Service Manager宾客服务经理

一.工作描述Job Description
• 熟悉前厅部工作标准及程序。
• Familiar with Front Office Standards and Procedures.
• 向管理层汇报酒店运行过程中的不足和不合理行为。
• Report to management on deficiencies and irregularities noted in the operation.
• 确保客人的抱怨被合适的记录并采取行动避免客人不满意的离开酒店。必要时从管理人员处获得帮助。
• Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed.
• 协助解决客人账单问題、争议等，解决员工财务账务问题。
• Assist in resolving guest billing, disputes etc; Assist in resolving accounting matters.
• 在必要时协助前台工作，帮助客人登记入住，结帐离店等等。
• Assist Reception when required, help guest check in, check out, etc.
• 负责酒店夜间运行，根据具体程序完成夜间审计工作。
• Be responsible for night duties, carry out hotel night audit according procedure;
• 维持对产品和服务的高度了解以便于向客人解释及销售服务和设施。
• Maintain a high level of product and service knowledge in order to explain and sell   services and facilities to guests.
二.任职资格 Qualification
1.能用流利的英语从事前厅服务，协助维持酒店的正常运作。
Be able to use fluent English in service,maintain the operation of the hotel. 
2.酒店前厅专业知识及领导能力。                                                                                        Front office management professional knowledge and leadership skills
3.具有很强的计划、组织、沟通、协调、领导能力。
Organizing And Planning Skills,communication skills,Coordination Skill,leadership skills.
4.熟练运用办公软件及相关管理软件。                                                
Skilled in the use of office automation equipment and realated management software.
5.具备优秀的书面和口头表达能力。 
Excellent written and verbal communication.