Guest Service Manager 宾客服务经理

In charge of Front Office operation by shift, including guest complaints handling
负责前厅部的值班工作，包括客人投诉的处理宾客关系
Rooms Division meeting, Staff meetings, and Departmental Shift Briefing.
参加房务部会议，员工会议，和部门交班会议
Note and coordinate compliance with guests’ needs, requests, and personal preferences. Ensure proper recognition and preference delivery for all guests by the appropriate department.
记录并协调各部门满足客户的需求及个人喜好,确保各相关部门对客户充分地认知,根据客户的喜好提供个性化服务
Protect and enhance the Guest Relation process and the guest experience.
确保优质的宾客关系及宾客的入住的体验
Establish a positive relationship with all guests while maintaining a professional and attentive manner.
时刻保持专业及专注的态度，与客户建立良好的宾客关系
Emergency handling – playing as manager on duty role in absence of senior management and ensuring hotel day to day operations.
应急处理-在没有高级管理人员的情况下担任值班经理的角色并确保酒店日常运营。
Ensure the property has a pre-planning process in place to contact guests prior to arrival.
确保酒店各相关部门在宾客抵达之前做好接待准备
Function as key liaison to The Kempinski Hotel Company for the respective hotel’s key guests
确保宾客受到热情的欢迎及愉快的告别
Assist with problem resolution where appropriate
维护和更新凯宾斯基宾客信息系统
Maintain Kempinski’s guest information system, with actionable information
确保宾客预抵报表信息正确，使之有效地协助部门做好接待工作
Ensure property pre-arrival report is used to assist in leading the department
熟练掌握电脑软件应用知识，确保录入宾客资料信息正确，比如：宾客的喜好（包括本地宾客，内地宾客，海外宾客），兴趣，住店期间的活动，及其他事件
Have a complete working knowledge of PMS, local software applications and ensure top guest have incidents, preferences (local, non-mandatory and mandatory), interests and events information
尽可能地亲自欢迎每一位常住宾客
Compose letters/notes to repeat guests from General Manager and Guest Relations Manager, which reflect the Kempinski style of “warm, relaxed, yet refined”
调查、甄选/ 采购礼品，不断地提高对常住客的认知度，进而提升个性化服务品质
Research and select/purchase services/amenities to increasingly personalize repeat guest recognition.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
研究和选择/购买服务/设施，不断提高回头客对酒店的认可度。
可根据业务和酒店的需要随时增加额外的职责和任务。