宾客服务经理

MAJOR RESPONSIBILITIES 主要职责:
Tosupervise the other guest relations and the concierge lounge attendants. Toensure that they are adhering to all hotel policies, procedures and standardswhile striving towards total guest satisfaction. To ensure that the above-mentionedareas are working in a professional manner at all times. Responsible forhiring, training and development of all concierge-related associates, so theyare hospitable, outgoing and guest oriented.
监督其他宾客关系部及行政酒廊员工的工作。保证他们遵循酒店的规章制度，服务程序及标准并致力于提高所有客人的满意度。确保以上工作区域的员工能始终保持专业的态度。负责所有宾客关系员工的雇用，培训和发展事宜，使他们成为热情的，友好的和以客人为宗旨的员工。
SPECIFIC DUTIES:工作任务
Staff Management员工管理
a. Beprepared for each daily activity and review any variations with manager andassociate.
准备日常的工作安排和了解有关经理及员工的变动。
b. Ensureall associates are aware of role and responsibilities and operate within theirguidelines.
确保所有员工都清楚了解自己的角色和职责，并遵循指导方针工作。
c. Ensure associate is properly groomed and uniformedat all times.
确保所有员工始终保持良好仪表及穿着整洁的制服。
d. Maintainefficiency in the operation of the associate in a high standard of quality ofservice and courtesy, bringing total satisfaction to our guests and the hotel.
有效的保证员工在工作中能始终提供高质量的，谦逊的服务，以求为客人带来最满意的服务。
e. Conductfrequent hospitality audits to ensure the associate are conducting themselvesin the manner appropriate for the department. Ensure Service ExcellenceStandards are in place.
积极指导员工以确保他们按照部门专业精神提供服务。确保实行顶尖服务标准。
f. Maintain a good working relationship between theassociate and other departments.
与员工和其他部门建立和维持良好的工作关系。
g. Determinethe requirements for, and the follow-up on, special groups or VIPs.
确定特殊团队及重要宾客的各种要求并后续跟进。