宾客服务经理 Guest Service Manager

1) Be prepared for each daily activity and review any variations with manager and associate.
准备日常的工作安排和了解有关经理及员工的变动。
2) Ensure all associates are aware of role and responsibilities and operate within their guidelines.
确保所有员工都清楚了解自己的角色和职责，并遵循指导方针工作。
3) Ensure associate is properly groomed and uniformed at all times.
确保所有员工始终保持良好仪表及穿着整洁的制服。
4) Maintain efficiency in the operation of the associate in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
有效的保证员工在工作中能始终提供高质量的，谦逊的服务，以求为客人带来最满意的服务。
5) Conduct frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
积极指导员工以确保他们按照部门专业精神提供服务。确保实行顶尖服务标准。
6) Maintain a good working relationship between the associate and other departments.
与员工和其他部门建立和维持良好的工作关系。
7) Determine the requirements for, and the follow-up on, special groups or VIPs.
确定特殊团队及重要宾客的各种要求并后续跟进。
8) Prepare and submit accident or injury reports when needed.
在需要时准备并提交突发事件及意外伤害报告。
9) Constantly stress to the associate that they are the most effective tools in merchandising the hotel. Establish a “sales pitch” for the associate to use when assisting guests.
经常向员工强调他们是推销酒店商品的最有效的途径。为员工建立一个有效的“销售阵营”来服务于客人。
10) Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.
确保所有顾客所反映的问题都得到满意的回复，并使客人对我们专业的态度及及时的弥补措施感到满意。
11) Able to supervise the associate and handle any associate situation.
监督并调整员工的工作状态。
12) Establish effective communication with associates to gain their trust and respect.
建立与其他员工的有效沟通来赢得他们的信任及尊重。
13) Maintain fair and consistent counselling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.
始终按照公平对待原则及劝告或惩处程序对待员工以保证与万豪所提倡的公平对待原则相一致。