宾客服务经理 Guest Services Manager

1. Review business status and follow up items.
回顾和安排需要跟进的事情。 
2. Ensure that current information on rates, packages and promotions is available at the Front Office and that all associates are knowledgeable on such.
保证前厅部所员工掌握最新的房费，套餐和推广。
3. Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
关注每日的客情，预计和提前防止任何不好的情况发生。 
4. Review the previous day's occupancy and room revenues; 
回顾前日的入住率和房费收入。
5. Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist whenever necessary to help alleviate the pressure and to process the guest expediently.
观察入住和退房程序，保证达到酒店标准，如需要，随时提供协助。 
6. Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.  Handle guest reports on theft from safe deposit boxes according to hotel procedures.
监控客用保险箱使用程序，保证信息准确，签名完整，钥匙正确。根据酒店程序处理客人报道的保险箱遗失情况。
7. Monitor guest mail and ensure that it is processed according to procedures.
关注客人的邮件，保证根据标准执行。
8. Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards.
监控并保证为客人提供的快速退房服务符合酒店的标准。
9. Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
无论多忙，何时，都要预见客人的需要，认知所有客人，及时的和客人互动。 
10. Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
监控和处理客人的投诉，运用合理的程序解决，保证客人满意。