宾客服务经理

1. Well versed on all Brand Standard requirements for Front Office and relatedareas.
熟悉前厅部及相关领域的集团标准要求。
2. As Guest Service Manager oversees all hotel operations, ensuring that thehighest levels of
hospitality and service are provided. Represents hotel management inresolving any guest or
hotel related situation. Manages the flow of questions and directs guests withinthe lobby. Serves
as Guest Service Manager, handles the tracking of service issues.
作为宾客服务经理需尽职尽责，须监管酒店的运营情况，提供高品质服务。代表酒店管理层解决客户或酒店相关事宜。解答问题，在大厅里引领客人。作为宾客服务经理，处理服务中遇到的纠纷。
3. Directly responsible for front desk supervisors, front desk clerks, roomcontrollers and bellboy, to strive towards total guest satisfaction.
直接负责前台主管、前台接待、房控员以及行李员，从而提高服务质量，使客人满意。
4. Ensure that all associates are adhering to all hotel policies, standards,procedures and regulations. Needs to be able to perform in all front of housefunctions.
确保所有员工都遵守酒店的政策、标准、流程及准则。需要能够履行所有前台职责。
5. Be responsible for hiring, training and development of all associatesworking for the guest service
area.
负责宾客服务员工的招聘、培训、及员工职业发展。
6. Assist the Front Office Manager in all areas to ensure a correct andsmoothly-operating department.
协助前厅部经理的工作，确保工作能够正常、顺利地运行。
7. Act as point of contact to arrange and organize guest stay. Act as rolemodel for fellow associates and assure service quality meet brand standard. Createwelcome hospitality and professional atmosphere in your area toensure total guest satisfaction.
作为安排和组织客人入住的关键人物，需给员工做出榜样，确保服务质量达到酒店的品牌标准。在
所带领的团队中，营造出热情、专业款待客人的氛围，以确保客人能够满意。
8. Have knowledge oflocal areas and be informed at all times about cultural, historical attractionsas well as their locations and hours of operation.
对当地有充分的了解，特别是要清楚当地的文化、历史名胜，及它们的所在地和营业时间。
9. Be sure to spend time in public areas during busy time in order to takecare of guest requests.
在繁忙时段出现在公共区域照顾到客户的需求。
10. Knowing allemergency procedure at all times.
任何时候都清楚地了解所有紧急情况的处理步骤。