Guest Services Manager 宾客服务经理

1. Review arrival information on a daily basis; VIP, Marriott Bonvoy Member, Regular guests, Groups, special requests etc.
每班检查当日抵店客人信息，包括贵宾、万豪旅享家会员、回头客人、团队的情况以及特别要求。
2. Maintain good working relations with all departments
与所有部门保持良好的工作关系。
3. Familiar with Front Office Standards and Procedures
熟悉前厅部工作标准及程序。
4. Assist in handling claimed reservations and turn-away according to Marriott’s policies and procedures
按照万豪的政策和程序处理无法发现预订记录和酒店客满时婉拒客人入住的情况。
5. Report to management on deficiencies and irregularities noted in the operation
向管理层汇报酒店运行过程中的不足和不合理行为。
6. Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.
对酒店房价、折扣、包价、酒店设施、特别事件要全面了解。
7. Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed.
确保客人的投诉被合适的记录并采取行动避免客人不满意的离开酒店。必要时从管理人员处获得帮助。
8. Maintain good knowledge of all corporate programs.
时刻高度了解酒店相关公司計划。
9. Maintain good knowledge of the Marriott Elite member program, ensuring correct handling, prepares reports and actively participates in enrolling new members.
维持对万豪尊贵会员计划的高度了解，确保正确处理、准备报告并积极参与发展新会员。
10. Assist in resolving accounting matters, disputes, missing back-ups etc.
协助解决财务问題、争议、丢失的备分等。
11. Be familiar with GV standards and is guided in daily work by these. Monitors staff performance continuously in this respect.
熟悉万豪顾客满意标准并以此作为每日工作的指导。以此为标准不断监督员工表现。
12. Assist in departmental training and assessments.
协助部门的培训和评估。
13. Be alive to new ideas and system which could benefit the department and hotel.
积极思考对部门和酒店有利的建议和系统。
14. Represent Management in all guest related issues.
尽可能代表酒店管理层处理与客人有关的一切事宜。