宾客服务经理

JOB OVERVIEW职位概述
• Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition.
• 管理本班的前台工作确保客人得到快速的，专业的服务和个人的关注。
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
• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• 直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。
• Provides functional assistance and direction to all departments.
• 向所有部门提供功能性支持和指导。
• Cooperates, coordinates and communicates with other hotel departments as required.
• 按需要与酒店其它部门进行合作、协调和沟通。
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• 对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。
• Responds to guest needs and resolves related problems
• 就客人的需求做出反应并解决相关问题。
• Supervises and directs Reception and Reservations personnel.
• 对接待部和预订部工作人员进行监督和指导。
• Supports and assists Front Office personnel and all departments at peak periods.
• 在高峰期向前厅部工作人员和其它所有部门提供支持和协助。
• Ensures VIPs and priority club guests receive special attention
• 保证贵宾和优悦会会员受到特别关照。
• Inspects front of house and back of house regularly for cleanliness.
• 定期检查一线各部门和二线各部门的清洁状况。
• Assists Guest Relations in greeting, rooming, and sending off VIP guests.
• 协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行。
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• 监督员工的行为、制服穿着、卫生和外表形象。
• Provides input for Front Office meetings.
• 为前厅部会议提供信息 。
• Promotes inter-hotel sales and in-house facilities.
• 促进店际销售及推销酒店内的设施。
• Checks billing instructions and monitors guest credit
• 检查结帐说明并监督客人信用情况。
• Analyses and approves discounts and rebates.
• 分析和批准打折相关事宜。
• Analyses the rate variance report to ensure rooms revenue control
• 分析房价差异报告以保证控制客房收入。
• Takes action with the Property Management Systems (PMS) in emergency situation.
• 在紧急情况下使用酒店管理系统（PMS）。
• Fully conversant with all hotel emergency procedures.
• 熟知酒店紧急情况所有处理程序。
• Ensures front line staff complies with FIT marketing techniques and maximize sales.
• 确保一线员工遵从散客市场技巧并最大化的进行销售。
• Conduct inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking
• 在夜班期间视察一线各部门和二线各部门，包括前厅部、客房部、大厅、餐饮营业场所、公共区域和停车场
• Handle all Complaints
• 处理各种投诉
• Ensure working of all Front Office Policies and Procedures
• 确保前厅部所有政策和工作程序都得到遵守
• Ensure effective shift hand-over
• 确保有效的交接班
• Be knowledgeable of Front Office systems and know back up procedures and system recovery procedures
• 熟悉前厅部电脑系统，并了解后备工作程序和系统恢复程序
• Efficient check in and check out process
• 保证入住和离店手续办理工作的效率
• Review and monitor early morning wake up procedures
• 检查和监督早晨的唤醒服务工作
• Post room charges
• 信件室的收费
• Maintain correct guest registration cards
• 保持来客登记卡的准确无误
• Maintain special programs (eg frequent flyer; priority club)
• 维护特殊活动项目（如“常旅客奖励计划”和“优悦会”）
• Effective management of incoming and outgoing calls
• 对打进和打出酒店的电话进行有效管理
• Maintain current Hotel information
• 及时更新酒店信息
• Provide information on memberships
• 提供关于入会的信息
• Communicate problems, resolved or unresolved to your Supervisor at shift change over and document in log book
• 在交接班时向主管汇报所有解决与未解决的问题，并将之记录在工作日志上
• Complete knowledge of all room types, hotel matrix, and facilities
• 完全掌握所有关于房间类型、酒店布局和设施的信息
• Review arrival lists and anticipate needs
• 检查到达旅客名单并预测各种可能的需要
• Operate communication equipment
• 操作通信设备
• Access and use rooms computer programs
• 接触并使用客房电脑程序
• Conduct Credit card checks
• 对信用卡进行检查
• Ensure staff adhere to Standards and Procedures for cash handling
• 确保员工遵守现金处理标准和程序
• Maintain own cash float
• 保持自己的现金浮动
• Correct banking
• 保证银行业务的正确无误
• Update Guest History Maintenance
• 维护更新客史档案
• Prepare contingency reports
• 准备应急报告
• Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed
• 对夜岗人员进行监督，包括外包人员、搬运工、保洁人员、客房服务人员等，并与人力资源部门合作，以确保对上述人员的工作情况进行有效管理
• Oversees the Night Audit Function
• 监督夜审工作
o Develop, update and train standards and procedures
就各项标准和程序进行开发、更新和培训
o Produce Revenue Reports
o 制订收入报告
o Perform file back up maintenance
o 做好档案备份维护工作
o Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers
o 检查所有夜审工作和前厅部及各营业场所的日常销售交易的核对，对所有收银机进行检查并向经理报告各种异常情况
o Week end and Month end reports completed in line with policy
o 依照政策规定完成周小结和月度小结
o Advise Line Managers of recurring errors
o 就反复出现的失误情况向经理提供建议
• 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 N/A
直接 无
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
• Department Budget
• 部门预算
• Guest Satisfaction Survey
• 宾客满意度调查
Decision Making Responsibilities (Decision Rights) –
决策职责(决策权)﹣
• Department Budget
• 部门预算
• Matters pertaining to Front Desk operations
• 与前厅运营相关的事宜
• Within the authority as assigned for Hotel Band 6 role
• 酒店职位6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。
• Good writing skills
• 具有良好写作技能
• Proficient in the use of Microsoft Office and Front Office System
• 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
• Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
• 具有酒店行政管理，酒店管理或相关的学士学位或大专水平。
Experience –
经验
• 2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
• 拥有2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。