宾客服务经理 Guest Service Manager

MAJOR RESPONSIBILIES 责任概要 :
Majorly focuses in lobby, supports Front Desk, Sheraton Club, Concierge and AYS during daily operation,also assists the management team in the daily managerial tasks for the Front Office, ensuring a seamless experience for the guest in all areas. Recognizes and maintains relationship with guests, also need solve guest complaint or request in a professional way.
宾客关系经理主要专注于大堂，同时为前台、行政楼层、礼宾部和总机的日常运营提供工作支持，并通过协助管理层完成部门日常管理工作来确保客人在所有区域内的体验。同时需要认知和维护与客人之间的关系，并以专业的方式处理客人的投诉或要求。
SPECIFIC DUTIES 工作任务 :
• Host the briefing every shift to share and emphasize the important matters, such as VIP, group or event, complaints, gv and OTA comments.
每个班次主持交接班会，分享并强调重要事项，如VIP,团队或酒店活动，客人投诉，宾客满意度分数和评论等。
• Set daily goals for upsell and enrolment to push team to complete it.
设置每天的upsell 和enrolment的指标，督促部门每天完成。
• Well know about Brand Standard Audit and make sure that all behaviour of service is based on BSA. 全面了解品牌标准审计，确保所有服务行为都符合品牌标准。
• Conducts daily walk-through to ensure BSA standards are implemented, spot check and scored Front Office service minimum three times weekly, then submit the report to FOM.
进行每日巡视以确保BSA在对客服务中被遵守和执行，每周至少三次定点抽查并打分，然后提交报表给前厅部经理。
• Push team to take every opportunity to do engagement with guest to make guest stay more pleasant.
推动前厅部团队抓住一切机会去和客人做互动，使入住客人在酒店有一个愉快的时光。
• Attends to referred and handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to next level supervisor for necessary action and assure follow up with guests.
主动关注并礼貌高效的处理客人的要求及投诉，需要时要向上一级主管汇报，并且确保及时跟进。
• Ensure VIPs include members and OTAs reception procedures are being met to ensure the benefits in accordance are executed.
确保所有VIP 客人包括会员和OTA 客人的接待流程符合标准，并且所应享有的待遇等全部照规定执行。
• Presence in the lobby area all the time, support Front Desk or Concierge operation initiatively, and ensure both colleagues and facilities/equipment are in good condition.
工作期间保持在大堂区域巡视，主动协助前台和礼宾部的日常运营，并确保所有同事和运营设备的工作状态良好。
• Ensure cleanliness, atmosphere and appearance of lobby and related areas.
确保大堂及相关区域的清洁、氛围和外观符合品牌标准。
• Check reports that rate check, DND, room discrepancy, high balance to avoid any mistake happen and do necessary corrections.
检查rate check, DND, room discrepancy, high balance 等报表以避免任何错误的发生，之后根据报表做相应的跟进措施。
• Keep close cooperation with AYS to do arrangement for Mobile Service guest and request from GXP.
和为您服务中心保持紧密联系，为mobile service和在GXP 提出要求的客人做好安排。
• Improve the score of Guest Satisfaction Survey, set up a monthly target and achieve it in any way. 提高宾客满意度调查分数，设立每月目标，竭尽所能完成。
• Monitor GV score and give replies to guests according to the feedback from guests. Do investigation if receive an alert which caused by guest’s un-satisfaction, then give training and record to team.
监督GV 分数并根据客人的反馈给客人回复. 如收到任何引起客人不满的警报，需做事件调查，以此给部门做培训并签字记录。
• Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities.
经常进行部门的审计和控制。与财务部沟通以防出现任何不正常现象。To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned.
与上一个班次进行完整而准确的交接，以确保所有待跟进事项都被记录和解决。
• To ensure that an accurate Front Office guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team.
确保前厅部部门日志的准确性，将当日发生的与客人相关的事件整理并记录，并将值班经理日志每日发送给总经理和行政团队。
• Knowledgeable for all safety & emergency procedures, and act as key contact personnel of Emergency Response Team during certain situation.
熟悉掌握安全及紧急程序， 并在危机情况作为危机处置小组的主要联络人参与危机处理。
• Report any unusual occurrences immediately to the Director of Rooms. 对于任何不寻常的事件要及时报告房务总监。
• Resolves system problems and can operate the system manually. Can lead the ambassador through a down time. 解决系统问题并能够操作系统。在系统停机期间能够有效领导大使进行工作。
• Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
Profile of Competency 工作能力:
Minimum One (1) year relevant experience in a similar position in a renowned international hotel brand
在知名国际酒店内从事至少一年年类似岗位的经验
PMS and Office software knowledge
熟悉并掌握Opera酒店管理系统和各类办公软件