值班经理 Guest Service Manager

职位描述 Job Description
1.礼貌且高效地处理所有客人的投诉及要求，并跟进确保问题的圆满解决。每日向前厅部经理汇报告酒店当日发生的特殊或重大事件。
Handle allguests complaints and inquiries in a courteous and efficient manner, followingthrough to make sure problems are resolved satisfactorily. Report daily occurrence and irregularities to the Front Office Manager.
2.确保每个班次召开交班会，将客人信息和酒店相关讯息传达给每一个员工，讨论特别事件和强调客人特殊要求等。
Ensure thatshift briefings are conducted to disseminate guest and hotel related information, discuss outstanding issues, highlight guest special requests, etc. for all agents to take note at the start of the shift.
3.监督前厅部所有夜班员工的仪容仪表和守时情况，确保他们根据部门的仪容仪表的规范着装整齐并保持高标准的个人卫生及外表。
Oversees the punctuality and appearance of all night shift Front Office agents, makingsure that they wear the correctuniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
4.督导确保客人在入住登记和办理离店时能否得到尽善尽美的服务。
Monitor guests are receiving the best possible service during check-in and check-out.
5.协助VIP客人及常住客的接待和入住登记。确保客人在店期间得到妥善照顾。
Assists ingreeting and checking-in VIP and Long Stay guests, ensure all guests are welltaken care of during their staying.
6.在工作的繁忙时段，出现在前厅区域, 确保前厅各个区域有条不紊的运作。
Spends timein Front Office areas during peak periods to ensure that the area is managed well by the respective team.
7.在酒店满房情况下保证服务质量，确保酒店正常运作。
Maintain service standard and ensure hotel smooth operation during hotel full house situation.
8.维护客人与同事间的良好关系。
Maintains positive guest and colleague interactions with good working relationships.
9.及时处理房态差异。与酒店信贷经理检查住店客人的消费并处理超额消费情况。
Resolve discrepant rooms immediately. Co-ordinate with the Credit Manager to review the credit rating of in-house guests to handle high balance.
10.带领紧急行动小组团队处理酒店紧急事件，例如火警，炸弹恐吓等并报告给酒店管理层。
Lead Emergency Response Team to handle hotel emergency case such as fire alarm, bomb threat etc. and report to hotel management.
11.完成每个班次日常工作报表并存档，未完成的工作及时交接给下一个班次。
Maintain anincident logbook of all pertinent and important events throughout the entire shift to keep a permanent record of all incidents for future reference and for handover to the next shift.
12.确保夜审程序顺利进行。每晚检查房价差异报表。
Ensures the Night Audit process is carried out successfully. Check rate variance report every night.
13.不定时巡查酒店各营业点,发现问题及时现场整改并记录，必要时汇报酒店管理层。
Patron hotel outlets from time to time, rectify any defects and record, report to management if necessary.
14.执行分派的任何合理任务和额外职责。
Carries outany other reasonable duties and responsibilities as assigned.
任职要求 Qualifications
1.至少三年大专或旅游管理相关专业。
Minimum 3years’ college education or hospitality related qualifications.
2.三年以上国际品牌酒店前厅部工作经验并有一年值班经理工作经验。
Minimum 3years of Front Office working experience in an international hotel environment and one year in Duty Manager Position.
3.良好的英语写作与口语能力，有良好的人际关系和与客人的沟通能力，有很好的领导和激励能力。
Good written and oral English proficiency, possess good interpersonal and guest contact skills, able to lead by examplewith leadership and motivating abilities, able to communicate well with alllevels.