宾客服务主管

job overview职位概述
·
Responsible
for the operational efficiency of all front office areas during shift and the
service delivery of those areas. Provide
timely and professional check-in/check-out services in accordance with
established scripting and standards.
·
负责管理所有前厅单位的运营效率和服务工作。根据设定的说明和标准提供及时和专业的入住和退房服务。
At Holiday Inn we want our guests to relax and be
themselves which means we need you to:
· Be you
by being natural, professional and personable in the way you are with people
· Get
ready by taking notice and using your knowledge so that you are prepared for
anything
· Show
you care by being thoughtful in the way you welcome and connect with guests
· Take
action by showing initiative, taking ownership and going the extra mile
在假日酒店®，我们希望宾客能尽情放松、做回自己，这意味着我们的团队成员要做到：
·
展现真我：在与他人接触时真实自然、形象专业、积极乐观
·
时刻准备：注意观察周围的事物，运用自己的知识，做好应对任何事情的准备
·
体现关爱：对宾客关切周到、热诚欢迎并与他们心意相通
·
积极行动：积极主动、尽职尽责并且要多做一步
Duties and Responsibilities工作职责
·
Maintain adequate supplies of forms, brochures and
ensure they are presented in line with hotel standards
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保证供应足够的表格和手册，并确保其质量达到酒店标准
·
Consult Log Book for information/request left by
outgoing shift
·
查阅交班人员的工作日志，寻找相关信息和要求
·
Must be fully conversant with emergency evacuation
and fire procedures and ensuring all uniformed staff are aware of these
procedures
·
熟知紧急情况疏散和防火工作程序，并确保所有穿著酒店工服装的员工了解这些程序。
·
Assist guests with all inquiries, both hotel and
non-hotel related
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协助客人各种与酒店相关或无关的问询
·
Conduct effective shift briefings to ensure hotel
activities and operational requirements are known
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进行有效的交接班说明工作，以明确酒店活动和运营要求
·
Maintain detailed knowledge of the activities of
the day and alert to any potential problems
·
详细了解当日活动情况并留意各种潜在问题
·
Prepares efficient work schedule for front
desk,arranging holidays and vacation,taking into consideration project
occupancy and forecasts and any large group movements,especially those with
early or late arrivals or departures.
·
在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为前台员工准备高效的工作计划，安排节日和假日。
·
Ensures that all guest service agents are neat,
clean and punctual at all times and that they perform the task assigned to them
promptly and efficiently
·
确保所有宾客服务接待员随时保持衣着整洁，工作守时，并且能够快速和高效的完成任务。
·
Handle problems associated with guests and liaise
with department heads or executive management in the absence of the Assistant
Manager.
·
处理与客人相关的问题，在经理助理缺席的情况下负责与各部门负责人或行政管理部门联系。
·
Conducts daily briefing and to ensure that all
uniform service staff are kept up to date, properly instructed and that all
staff are properly dressed, neat and clean before start of duty. Similarly, staff appearance should remain
clean, smart and tidy at all times.
·
进行每日例会，以确保所有着装服务人员了解最新情况并得到正确指导，并保证工作开始前所有员工的穿着均符合规定、干净整齐。同样，员工的外表也应随时给人以干净、精明和整洁的印象。
·
Be responsible for training guest service agent, in
their respective jobs (by identifying training needs)
·
负责（通过发现培训需要）对宾客服务接待员就其各自岗位职责进行培训。
·
Prepare for each group’s arrival, prepare group
history, billing information, deposits, filing, VIP information,
correspondence, etc.; interact with booking contacts as needed. Correctly record group rooms and revenue in
the property management system.
·
准备每个团队抵店，准备团队记录，帐单信息，押金，档案，贵宾信息，信件等等；必要时参与预订联络工作。在酒店管理系统中正确的记录团队客房和收入。
·
Process all group reservation requests, changes and
cancellations received by phone, fax, e-mail, mail, internally and through
travel planners/corporations. Enter
and/or modify group block in system to ensure inventory, stay dates,
cancellation policy, deposit requirement, and booking procedure are reflected
correctly.
·
处理所有通过电话，传真，电邮，信函接收到的内部和旅行策划人或公司发出的团队预订请求，变更和取消。在系统中输入输入或更改团队客房预订，确保客房的供应，入住日期，取消规定，押金要求和预订程序的正确性。
·
Maintain accurate filing system for groups and
ensure that each group block is traced.
·
维护团队档案系统的准确性，确保记录每个团队预订。
·Create and
update group block notes to provide relevant data pertaining to all group
reservations, and coordinate with other departments as needed to provide group
reservation information and group needs as specified in contract.
·
建立并更新团队预订记录，以便为所有团队预订提供相关数据，按需要与其它部门协调预订信息及联络中团队的具体需求。
·
Provide and maintain reports and records of all
groups during stay and after departure, and follow up on any group inquiries.
·
提供和保留所有团队下榻和离店后的报告和记录，跟进每个团队询问。
·
Stay abreast of current rates, rate changes and all
promotions, current facilities, services, hours of operation, etc.
·
了解最新房价，房价变更和所有促销活动，最新设施，服务，营业时间等。
·Attend
pre-meeting planning meetings or conferences as needed or requested.
·
根据要求和需求参加会展前计划会议。
·
Respond to guest concerns or complaints. Communicate any outstanding guest requests or
issues to management that may require additional monitoring or follow-up.
·
回复客人的问题和投诉。与管理层沟通尚未解决的需要额外监管或跟进的客人要求和问题。
·Promote team
work and quality service through daily communications and coordination with
other departments.
·
通过每日与其它部门的交流与协作来促进团队合作和高质服务。
·
Perform other duties as assigned such as running
daily reports, e.g. the cancellations, bookings, or arrivals reports.
·
执行其它分配给的工作，如打印每日报告等，取消，预订或抵达报告。
·
Conducts shift briefings to ensure hotel activities
and operational requirements are known
·
进行有效的交接班简报工作，以明确酒店活动和运营要求
·
Supervise front office operations during assigned
shift including:
·
在当班期间监督前厅部运营情况，包括：
o
Maintenance of guest information
维护客户信息
o
Maintenance of information about local events
o
维护当地活动的信息
o
Compile occupancy statistics
o
统计入住情况
o
Supervise the use of he public address system
o
监督公共广播系统的使用
o
Supervise group bookings
o
监督团组预订情况
o
Assisting with serious complaints
o
协助解决严重投诉问题
·
Supervise cashiering activities during shift
including:
·
在当班期间监督收银活动，包括：
o
Cash handling and banking procedure
o
现金处理和银行业务程序
o
Dealing with irregular payments
o
处理非法支付情况
o
Instructing staff in credit policies and facilities
o
就信用政策和设备对员工进行指导
o
Instructing staff in cash security procedures
o
就现金安全程序对员工进行指导
o
Carry out debtor control
o
实施应收帐款控制
o
Prepare reports
o
准备财务报告
o
Supervise the cashiering system
o
对收银系统实施监管
·
Works with Superior and Human Resources on manpower
planning and management needs
·
与上级领导和人力资源部一起进行人力规划和管理需求。
·
Works with Superior and Director of Finance in the
preparation and management of the Department’s budget.
·
与上级领导和财务总监一起编制和管理部门预算。
·
Complete
other tasks assigned by Superior.
完成上级领导分配的其他工作任务。
aCCOUNTABILITY责任范围
Number of employees supervised –
管理的员工
Direct Bell Captain / Guest Service Agents
直接 行李领班，前台接待
Indirect N/A
间接
无
Annual Operating Profit/Payroll Budget –
年度经营利润和薪金预算
·
N/A
无
Key Metrics –
主要绩效指标
·
Completion of assigned tasks
·
完成分配给的工作的情况
Decision Making Responsibilities (Decision
Rights) –
决策职责(决策权)﹣
·
Matters pertaining to Front
Desk operations
·
与前台相关的事宜
·
Within the authority as
assigned for Hotel Band 7 role
·
酒店职位7级所拥有职权范围
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求
·
Communication skills are utilized a significant
amount of time when interacting with others; demonstrated ability to interact
with customers, employees and third parties that reflects highly on the hotel,
the brand and the Company.
·
拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
·
Proficient in the use of Microsoft Office and Front
Office System
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熟练使用微软办公软件和前台系统
·
Problem solving and organizational abilities
·
具有解决问题和组织能力
Qualifications –
学历
·
Diploma or Vocational Certificate in Hotel
Administration, Hotel Management or equivalent
·
具有酒店行政管理，酒店管理或相关的大专学历或专业证书。
Experience –
经验
·
1 years experience in front office / guest services
or related discipline including supervisory experience, or an equivalent
combination of education and experience.
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拥有1年前厅或宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。