Guest Service Manager 宾客服务经理

Be a good team model, Keep a strong relationship with guest, responsible for the GV scores on problem solution.成为部门好典范，与客人建立良好的关系，为宾客满意度调查中，解决问题的分值负责。
Responsible for training and development of Front Desk associates, ensure they are hospitable, outgoing and customer service-oriented.负责培训和发展前台员工，确保他们殷勤待客，外向活泼和以提供优质服务为本。
Responsible for the smooth, efficient and professional operation of Front Office.确保前厅部的工作能够顺利、高效、专业地运作。
Monitor and prepare monthly Guest Service Manager reports which requested by FOM.督导并准备前厅部经理要求的宾客服务经理月度报表。
Be familiar with cultural differences to meet guest's specific needs and requirements.了解客人的文化差异以便提供周到的服务。
Coordinate among all departments, provides warm welcome and detailed service to hotel guest.与所有部门通力合作，为客人提供友好、优质、周到的酒店服务。 Cooperate, coordinate and communicate with other departments as required.根据需求与其他部门尽心合作协调和沟通。
Have OPERA and MARSHA skills, be able to check-in and check-out and handle reservations when needed in MARSHA.掌握Opera和MARSHA系统，能够为客人办理入住、离店手续，能够在MARSHA系统中处理有关客人预定的事宜。 Organize and conduct Front Office daily briefing.组织前厅部的每日例会。
Be very knowledgeable about the hotel product and local information.熟悉掌握酒店产品知识，包括本地信息。
Be well know the Repeat Guest Program, the VIP Program, ensure that the above-mentioned guests are receiving the high level service that they deserved.熟悉酒店的常客计划，VIP客人接待程序等工作流程，确保以上重要客人得到他们应享受到的高品质服务。
Be well know all emergency procedures and be able to act upon emergency.熟悉所有应急程序并且能够在紧急情况发生时按规定予以实施。
Ensures all operating equipment in Front Office in good working condition.确保前厅部所有的操作设备正常运行。
Have plans and actions in place to meet goals and mission of the company and the hotel.所订计划及所做事宜需满足公司及酒店的目标和任务。
Collect all guests’ feedback and pass the information to FOM to improve our service standard.收集所有的客户反馈信息，并将这些信息交给前厅部经理查看以提高我们的服务水平。 Develop and regularly updated and revise Repeat Guest Program.改进，维护并更新回头客计划和贵宾计划。