宾客服务经理Guest Service Manager

MAJOR RESPONSIBILIES 责任概要 :
To supervise the other Guest Services and attendants. To ensure that they areadhering to all hotel policies, procedures and standards while striving towardstotal guest satisfaction. To ensure that the above-mentioned areas are workingin a professional manner at all times. Responsible for training and developmentof all concierge-related associates, so they are hospitable, outgoing and guestoriented.
监督其他宾客服务部的工作。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。负责所有宾客服务员工的培训和发展事宜，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:
1. Be prepared for each daily activity and review any variations withmanager and associate.
准备日常的工作安排和了解有关经理及员工的变动。
2. Ensure all associates are aware of role and responsibilities and operatewithin their guidelines.
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。
3. Ensure all associates are properly groomed and uniformed at all times.
确保部门所有员工始终保持良好仪表及穿着整洁的制服。
4. Maintain efficiency in the operation of the associate in a high standardof quality of service and courtesy, bringing total satisfaction to our guests.
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。
5. Conduct frequent hospitality audits to ensure the associate areconducting themselves in the manner appropriate for the department.
积极指导员工以确保他们按照部门专业精神提供服务。确保实行酒店服务标准。
6. Maintain a good working relationship with the associate and otherdepartments.
与员工和其他部门建立和维持良好的工作关系。
7. Determine the requirements for, and the follow-up on, special groups orVIP.
确定特殊团队及重要宾客的各种要求并后续跟进。
8. Prepare and submit accident or injury reports when needed.
在需要时准备并提交突发事件及意外伤害报告。
9. Constantly stress to the associate that they are the most effectivetools in merchandising the hotel. Establish a “sales pitch” for the associateto use when assisting guests.
经常向员工强调他们是推销酒店商品的最有效的途径。为员工建立一个有效的“销售阵营”来服务于客人。
10. Ensure all guests experiencing a problem receive an appropriateresponse, any promised compensation is delivered，and all guestsreceive appropriate follow up in a timely and professional manner.
确保所有顾客所反映的问题都得到满意的回复，并使客人对我们专业的态度和及时的弥补措施感到满意。
11. Able to supervise the associate and handle any associate situation.
监督并调整员工的工作状态。
12. Establish effective communication with associates to gain their trustand respect.
建立与其他员工的有效沟通来赢得他们的信任及尊重。
13. Maintain fair and consistent counselling and/or disciplinary proceduresin accordance with Hotel Guarantee of Fair Treatment Policy.
始终按照公平对待原则及劝告或惩处程序对待员工以保证与酒店所提倡的公平对待原则相一致。
14. Ensure all associates are safety conscious and trained in safe workpractices.
确保所有员工都拥有安全意识并在安全的工作环境里进行培训。
15. Encourage problems solving by associates through proper training andempowerment.
鼓励员工运用相关的培训知识及授权来独立解决问题。
16. Implement proper training program and control the training of theassociate to top efficiency and in accordance with policies.
参加相关培训课程，帮助培养符合酒店标准的高品质的员工。
17. Have a thorough knowledge of hotel fire regulations and policy, accidentreports, safety programs, and what the direct duties are in relation to each.Ensure that all associates are properly trained in these procedures.
全面了解酒店的消防程序，报警程序，安全守则，并清楚其相关负责人，保证所有同事都参加此类培训。
18. Have accurate and complete guest assistance information availableregarding events taking place in town, restaurants, athletic events, etc.
能向客人准确及时地提供在当地餐厅，运动场馆等所举行的宴会或其他活动的消息。
19. Facilitate departmental training modules. Continually monitor, evaluateand revise training content to reflect changes in the process and address theneeds identified by associates and your manager.
简化部门培训模式，持续监督、评估和修改培训的内容，以满足员工与管理人员的不同需求。
20. Follow up regularly with Department Heads regarding the Guest Serviceprocess and the performance of their department responsibilities along with thedepartment’s function.
定期向部门领导汇报对客服务流程以及员工根据部门性质所应负责任的工作表现。
21. Attend and assist with monthly department meetings.
参加并协助每月部门会议。
22. Ensure all guest incident forms and logs are completely filled out andmaintained. If computer tracking is used, monitor this recording also.
确保完整记录和维护所有关于客人的事件的资料。 如果使用电脑存档的，同样进行相应的检查维护。
23. Ensure all guests indicating on their in room comment card that theywish to discuss their stay further or that they will not return to thisproperty are contacted by phone or letter.
保留客人的客房入住建议纪录并保持与客人进行电话或信件上的联系以确认他们将来的行程是否会再次选择入住本酒店。
24. Route associate commendations received from guests and responsible forassembling the HR daily communication packet.
收集来自客人对员工的赞扬信息并协助人事部整理成每日例报。
25. Responsible to handle all guest requests and to solve any guestcomplaints.
负责处理所有客人的需求和解决任何客人的投诉。
26. Ensure that the Hospitality and the Guest Response Programs are beingfollowed and monitored. Be familiar with cultural differences to meet guest’sspecific needs and requirements.
确保客人反馈的信息被执行和监督，熟悉文化差异来满足客户的具体需求。
27. Have PMS skills, be able to check in and check out and to handlereservation in Marsha when needed.
具备使用PMS和调节平房的能力，能够办理入住和离店手续并在需要的时候在eBooking里处理预定。
28. Be very knowledgeable about the rooms and their locations, services andfacilities of the hotel.
清楚了解客房以及位置，服务和酒店设施。
29. Know how to offer and arrange car rental , airline and train tickets ,office services, beauty and barber services , baby sitting ，maintenance andshopping for the guests.
知道如何提供和安排轿车租赁服务，飞机票和火车票预定，秘书服务，美容院和理发店服务，婴儿看护，客人物品维修和购物的安排。
30. Maintain the Repeat Guest Program, the Shiyun Group and the VIP program.Ensure that the above-mentioned clientele are receiving the type of servicethey are deserved and follow up with Guest Services to ensure that all requestsare carried out.
维护回头客的资料系统，时运集团会员计划 以及贵宾项目。确保以上提及的客户享受到他们应得的服务并且保持与客户的良好关系以确保他们的要求得到满足。
31. Be able to handle emergencies. Be trained in these procedures and beable to act upon them.
能够处理紧急事件，必须掌握处理紧急事件的程序的相关知识和有能力遵照以上知识在紧急情况发生时进行处置。
32. Responsible for appearance and behaviours of associate. Live allgrooming standards by example and ensure all associate compliance with groomingstandards.
监督员工的仪容仪表，根据酒店仪容仪表标准做出表率并监督部门员工。
33. Supervise the areas of lobby, main entrance, Front Desk and concierge counter，offer assist,help, training, coach and counsel.
监督大堂，酒店主要入口，前台和礼宾部柜台区域，提供协助，帮助，培训，教导和建议。
34. Complete and initiate special projects in a timely manner and within duedates.
迅速有效地完成并指导实施特定项目目标，确保其在指定时间内完成。
35. Check information board daily, seek for and familiar with additionalinformation.
检查每日公告栏，搜集并熟知新增的信息。
36. Assist in handling problems in Food and Beverage outlets and refer theincidents to the respective manager.
协助处理各个餐厅发生的问题并把事件向相关负责经理人提交。
37. Conduct floor patrol to ensure that all area are in order.
执行楼层巡逻以保证所有区域正常运作。
38. Report the areas requiring repair and maintenance.
报告需要维修维护的区域。
39. Ensure efficient provision of front desk service by check in courteouslyand efficiently, co-ordinate check in and check out for VIP and special guests，handle expresscheck out when needed, assist in maintaining smooth order in the hotel lobby.
通过殷勤且高效地为客人办理登记入住，确保前台提供高效服务。协同并跟进重要VIP及特殊客人的入住及离店手续办理。必要时提供快速离店服务，维持酒店大堂秩序顺畅。
40. Handle lost and found items, drill open of safe deposit box, paid out,rebate, room discrepancy, high balance , etc.
监督处理以下工作：失物招领，客人保险箱，现金提取，折扣及房态差异，押金不足等。
41. Ensure the log book, handover files and checklists are well maintained.
确保记录本，交接文件，工作检查表清晰流畅。
42. Keep good relations with guests and write up guest contact reports forthe attention of the Management.
和客人保持良好的关系，并为酒店管理层详细描述与客人的沟通报告。
43. Assist in handling guests when other sections are busy.
当其他部门繁忙时协助处理客人事宜。
44. Create a productive and positive atmosphere, have a good relationshipwith all associates and other departments.
创建一个有效率，积极的工作气氛，与所有员工和其他部门保持良好的工作关系。
45. Ensure immediate and prompt guest attention to all guest concerns andcomplaints.
对于所有客人的投诉和问题给予及时地关注。
46. Responsible for resolution of problems and follow up within 10 minutesto ensure satisfaction.
负责做到在10分钟内为客人解决问题或后续服务以此满足客人需要。
47. Develop friendly conversation with guests and obtain feedback from themand reflect to department concerned.
发展与客人良好的对话氛围，收集和反映客人对相关部门的意见。
48. Be Familiar with the hotel emergency procedures and to ensure maximumsafety of guest and employees in case of emergencies.
熟悉酒店的应急程序，确保在紧急情况下，最大程度保护客人和员工的安全。
49. Contact VIP Guests on a regular basis during their stay, - all arrivalseach evening, - all long stay once a week to see if they need anything special.
与住店的重要客人保持经常性的联系，包括其每个入住到达的晚上，一周一次的与长期入住的客人会面并提供其需要的帮助。
50. Communicate on a daily basis with sales and the executive office forVIPs.
经常就酒店重要客人的相关事务与销售部门和行政办公室沟通。
51. VIP rooms blocking, ordering gifts, check gifts, check rooms, welcomeVIPs and guidance to the rooms.
提前确认酒店重要客人房间，安排并检查礼品，检查房间，欢迎客人并陪同进入其客房。
52. Ensure all associates working at night are indeed on duty.
确保所有夜班员工到岗。
53. Supervise all operations i.e. security,housekeeping, etc in the hotel during the night.
监督酒店所有夜间运营部门的工作，例如：安保部， 客房部等。
54. Check that all work areas are neat and clean at night.
检查酒店夜间所有工作区域整洁干净。
55. Represent Hotel Management at night by maintaining at a high standard ofservices.
在夜间代表酒店经理保证酒店为客人提供高质量的服务。
56. Assistant FOM leading the front office team to achieve the target of hotel promotionactivities.
协助前厅部经理带领前厅部团队完成酒店各项促销活动的指标
57. Assistant FOM to managethe FO team，ensure the BSC score isachieved，especially the
guest satistaction score in the Guest Voice
协助前厅部经理管理前厅部，确保前厅部BSC(平衡记分卡)各项分数达到目标，尤其是确满意度的分数及OTA点评分数达标。
58. Responsible for theimplementation of guest benefits during their stay in accordance with standardsand procedures.
根据标准和程序，负责落实宾客在店期间所享受的礼遇。
59. Follow the guestservice standard in the work，make sure the guest satisfaction
score in the Guest Voice and Ctrip up to standard.
在工作中遵循酒店对客服务满意标准，确保宾客满意度和携程中宾客满意度的分数达标。
60. Pay attention to the situation of thedepartment staff and achieve the objectives of the
departmentstaff satisfaction survey.
关注部门员工工作情况，达到部门员工满意度调查的目标。