Guest Service Manager 宾客服务经理

工作职责：
Job Responsibilities:
1.Monitor performance of members of the bell staff ，assist when necessary.
监督礼宾员的日常工作，并在需要时予以支持。
2.Escorts guests to accommodations,visually inspects room,telephone and notes deficiencies such as towels to housekeeping immediately.Points out room features and directory for guest reference.
引领客人到房间，介绍酒店及房间的设施设备。快速巡视房间是否存在问题，及时通知相关部门予以解决。
3.Creates a working knowledge of all hotel disciplines,activities and responsibilities to help guests with questions.
遵循酒店的规章制度，熟知酒店经营项目及活动，友好的回答客人提出的各种问题并确保其准确性。
4.Greets customers immediately with a friendly and sincere welcome.Remains calm and attentive especially during heavy hotel activity and emergencies.
热情友好的问候客人。能成着冷静的应对各种突发情况。
5.Actively takes part in training where and when required,attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
积极参加所需的各种培训，提高工作能力。
6.Ensures that VIP guests are treated personally and recognized as an individual.
确保VIP客人的待遇。
7.Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
8.Is up to date with information on facilities, attractions, places of interest, sights and activities in and around Hilton.
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。
9.Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT.
与餐饮部，客房部，工程部，IT等进行有效的沟通及合作。
10.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：
Position Qualifications:
1.1 or 2 years of related working experience prefered.
一至两年相关工作经验者优先。
2.Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。
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。
4.Ability to effectively deal with internal customer,some of whom will require high levels of patience,tact and diplomacy to defuse anger and collect accurate information.
擅长于处理宾客关系，能快速有效的应对各种问题。
5.Ability to read English language sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
一定的英语阅读能力确保能获取行李牌上的信息，以及托运行李上的相关信息。