宾客服务经理 Guest Service Manager

Job Purpose:
工作目的
To
assist the Front Office Manager in directing and controlling all Front Office
activities, ensuring the hotel meets its financial and guest satisfaction
objectives.
协助前厅部经理监管和控制前台所有工作，确保酒店实现其财务和客人满意度的目标。
KEY RESULT AREAS
主要工作职责
1. Handles and follow through any guests complaints,
and take corrective measures to avoid repetition.
处理客人投诉，并采取补救措施，以避免重复投诉。
2. Must be visible in the lobby during busy periods
(check-in/out, high occupancy).
在繁忙时段必须在大堂坚守自己的岗位。（抵离时间，高住房率）。
3. Checking the VIP rooms and arrangement to make sure
everything goes well.
检查VIP客人的房间和安排并保证所有安排妥当.
4. Coordinate with other departments to make sure guest
has had a wanderful experience in hotel.
处理客人投诉，并采取补救措施，以避免重复投诉。
5. Coordinate with other departments to make sure guest
has had a wanderful experience in hotel.
与其它部门协作以确保客人在酒店有美好的经历。
6. Update guest complaint log sheet both in log sheet
and opera system.
在投诉本上和系统中更新客人的投诉。
7. In charge the guest preference collection and
modifying.
管理客人的喜好，收集更新。
8. Supervision the front desk to make sure all the
standards are met.
管理前台员工确保所有操作流程都达到标准.
PERSONAL SPECIFICATION
个人能力描述
· Excellent
English language skills
优秀的英语技能
· Good
customer relations skills
良好的与客人沟通技能
· Positive
outgoing personality
积极的开朗的外向型的个性
· Ability
to lead, motivate and develop a team of individuals
领导团队的每个人，积极学习，发展自我的能力.