Guest Service Supervisor 宾客服务主管

AssistAssistant Front Office Manager to monitor the general performance and relatedresult of Heartbeat score, Upselling, Enrollment of Front Desk, and such as GuestSatisfaction, Employee Satisfaction, upselling goal achieving. As a supervisorof Front Desk, he/she needs to know all of the daily operation procedure offront desk and assist front desk agent to deal all the operation issues.
协助前厅部副经理负责整个前台部门的工作和与前台相关的Heartbeat，upselling，enrollment的成绩，比如顾客满意度，员工满意度和upselling的达标。作为一个前台主管，他/她需要知道所有前台的运营程序及标准，在前台员工遇到困难时给予及时的帮助。
•Reviewarrival information on a daily basis; VIP, Loyalty member, Regular guest,Groups, special requests, etc. Follow up with Housekeeping and Room Service
查看当天抵店客人信息，包括贵宾，会员计划，常客，团队预订及其它相关的特殊要求。及时将相关信息通知客房
部和客房送餐部
•Responsiblefor correct registration procedure; registration card, room allocation, creditpolicy, etc.
负责正确的登记程序、填写登记卡、房间分配、信用方针等
•Maintaingood working relations with all departments, especially Housekeeping andReservations. Checks discrepancies and out of order rooms, to ensure correctroom status at all times
与所有部门保持良好的协作关系，特别是客房部与预订部。检查房态差异报告以及维修房状态，随时确保正确的房
间状态信息
•Responsiblefor correct handling of cash and cheques, credit cards, foreign currencies,vouchers and invoices
负责正确处理现金和支票、信用卡、外币兑换业务、付款凭证以及发票
•Responsiblefor prepare activities for group arrival, correct definition of group mastersto ensure correct charges
负责团队抵店前的准备工作，确认团队总房价以确保正确收款
•Responsiblefor correct check-out procedure following hotel’s policies and procedures
负责遵守酒店政策与服务程序，正确完成客人离店手续
•Responsiblefor reservations, changes and cancellations when Reservation Office is closed
负责预订部下班后的预订、预订变更及取消预订服务
•Reportto management on deficiencies and irregularities noted in the operation
向上级报告酒店在营业中存在的不足与失误
•Maintaina thorough knowledge of the room rates, discounts, packages, hotel facilities,special events, etc. and ensures GSA’s knowledge of the same
熟悉房价、折扣、包价、酒店设施和特殊活动等相关知识，同时确保接待员正确掌握
•Responsiblefor correct selling status in the Reception at all times, by close liaison withReservations
与预订部保持紧密联系，确保前台始终处于正确销售状态
•Ensurethat guest complaints are properly logged and acted upon by trying to avoid anyguest leaving the hotel dissatisfied. Solicits assistance from Guest ServiceManager or Loyalty Manager if needed
确保迅速、正确记录与解决客人投诉，尽量避免客人带着不满意离开酒店。必要时征求宾客服务经理或忠实客户
经理帮助
•Assistin preparing staff schedules, ensuring adequate staffing to meet businessdemands
协助准备员工排班表以确保有足够员工满足运作需要
•Assistin preparing payroll information on the due dates, to ensure correct payments
协住在指定日期准备工资信息报告以确保正确支付员工工资
•Maintaingood knowledge of all corporate programs, ensure GSA’s knowledge of theseprograms
熟练掌握酒店所有合作促销计划，同时确保接待员熟悉掌握
•Maintaingood knowledge of the loyalty program, ensuring correct handling, preparesreports and actively participates in enrolling new members
熟悉会员计划，确保正确处理、准备报表以及积极参与发展新会员
•Assistin resolving accounting matters; disputes, missing back-ups etc
协助解决财务问题，包括有争议的帐目及丢失的信息备份等
•Ensurethat all guest comments are logged and forwarded to the Assistant Front OfficeManager
确保记录所有客人意见，并向前厅部副经理经理汇报
•Assistin departmental training and assessments
协助部门培训与评估
•Cooperationand teamwork for all sections and other department to ensure proper guestservice delivery.
与所有其它区域和部门协手合作，确保向客人提供正确的服务
•Deliverhigh quality service to guests
向客人提供高质量的服务
•IdentifyVIP, loyalty member, regular and long staying guest, develop rapport to offerpersonalized service and assistance
识别贵宾，会员、常客以及长住客人。发展与之良好关系以提供个性化和超值服务
•Takeappropriate action to resolve guest complaints
采取合适的行动解决客人的投诉
•Ensurea high level of cleaning is maintained in your work area
确保所在工作区域的高度整洁
•Carryout other tasks as directed by your leaders
在上级指导下执行其它任务
What we need from you我们对您的要求
•Communicationskills are utilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat reflects highly on the hotel, the brand and the Company.
拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能
力。
•Goodknowledge on Front Office and well familiar with Club Intercontinentaloperation.
掌握前厅部工作知识并且十分熟悉洲际俱乐部日常运行。
•Goodsupervisory, organize and problem solving skill.
具有良好的管理，组织以及解决问题的能力。
•Goodcommunication and writing skills.
具有良好的沟通及写作技能。
•Proficientin the use of Microsoft Office and Front Office System
熟练使用微软办公软件和前台系统。
•Diploma in Hotel Administration, Hotel Management orequivalent
具有酒店行政管理，酒店管理或相关的大专学历。
•2years’ experience in concierge or related discipline，or an equivalent combination of educationand experience.
拥有2年酒店宾客服务工作经验，或与此相当的教育和相关工作经验结合的背景。