宾客服务经理 Guest Service Manager

Duties & Responsibilities：
职责义务：
Handle all guests complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. Report daily occurrence and irregularities to the Front Office Manager.
礼貌且高效地处理所有客人的投诉及要求，并跟进确保问题的圆满解决。每日向前厅部经理汇报告酒店当日发生的特殊或重大事件。
Ensure that shift briefings are conducted to disseminate guest and hotel related information, discuss outstanding issues, highlight guest special requests, etc. for all agents to take note at the start of the shift.
确保每个班次召开交班会，将客人信息和酒店相关讯息传达给每一个员工，讨论特别事件和强调客人特殊要求等。
Oversees the punctuality and appearance of all night shift Front Office agents, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
监督前厅部所有夜班员工的仪容仪表和守时情况，确保他们根据部门的仪容仪表的规范着装整齐并保持高标准的个人卫生及外表。
Monitor guests are receiving the best possible service during check-in and check-out.
督导确保客人在入住登记和办理离店时能否得到尽善尽美的服务。
Assists in greeting and checking-in VIP and Long Stay guests, ensure all guests are well taken care of during their staying.
协助VIP客人及常住客的接待和入住登记。确保客人在店期间得到妥善照顾。
Spends time in Front Office areas during peak periods to ensure that the area is managed well by the respective team.
在工作的繁忙时段，出现在前厅区域, 确保前厅各个区域有条不紊的运作。
Maintain service standard and ensure hotel smooth operation during hotel full house situation.
在酒店满房情况下保证服务质量，确保酒店正常运作。
Carries out any other reasonable duties and responsibilities as assigned.
执行分派的任何合理任务和额外职责。
Qualification：
任职资格：
Minimum 3 years of Front Office working experience in an international hotel environment and one year in Duty Manager Position.
3 年以上国际品牌酒店前厅部工作经验并有一年值班经理工作经验。
Good written and oral English proficiency, possess good interpersonal and guest contact skills, able to lead by example with leadership and motivating abilities, able to communicate well with all levels.
良好的英语写作与口语能力，有良好的人际关系和与客人的沟通能力，有很好的领导和激励能力。