Guest Service Manager 宾客服务经理

【岗位职责】
1. To supervise the Front Office daily operation during the shift and proactive handle guest complaint, ensurefollow up and resolve promptly.
当班时负责管理前厅部日常工作并积极配合其他部门处理客人的投诉，确保客人的投诉得到及时的跟进和解决。
2. Good coordinate with each department when the senior management and department head absent, make sure hotel operation smoothly.
在酒店高级管理人员和部门经理不当班时协调各部门之间的配合，确保酒店正常运作。
3. Manages the flow of questions and directsguests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.
指引大堂的宾客，担任宾客关系经理并跟踪处理服务问题。
4. Review arrival guests' information on a daily basis refer to Master Arrival Report; include VIP, Marriott Bonvoy Members, Regular guests, Groups, special requests etc. Assign room for VIP guest.
每班次下载 Master Arrival Report, 检查当日抵店客人信息，包括贵宾、万豪旅享家会员、常客、团队的情况以及特别要求，为 VIP 客人分配房间。
5. Follow up the guest requests in GXP System.
跟进 GXP 系统中客人的需求。
6. Assist in investigating and resolving written guest complaints.
协助调查和解决客人的书面投诉。
7. Maintain effective guest relations, builds rapport and offer personalized service and assistance.
维持有效的对客关系，建立和谐的气氛并提供个性化的服务和帮助。
【岗位要求】
1. Good knowledge and very familiar with all front office area operations.
掌握前厅部工作知识并且十分熟悉前厅部日常运行。
2. Good supervisory skill.
良好的管理技能。
3. Good communication skill.
良好的沟通技巧。
4. Be good at organize and problem solving.
良好的组织以及解决问题的能力。
5. Good finance knowledge.
良好的财务知识。
6. Positive attitude under pressure.
良好的心理承受能力，在工作中始终保持积极态度。
7. Training & presentation skill.
良好的培训以及展示技巧。