宾客服务主管/领班 Guest Services Supervisor/Captain

Review arrival information on a daily basis; VIP, Loyalty member, Regular guest, Groups, special requests, etc. Follow up with Housekeeping and Room Service查看当天抵店客人信息，包括贵宾，会员计划， 常客，团队预订及其它相关的特殊要求。及时将相关信息通知客房部和客房送餐部Responsible for correct registration procedure; registration card, room allocation, credit policy, etc.负责正确 的登记程序、填写登记卡、房间分配、信用方针等Maintain good working relations with all departments, especially Housekeeping and Reservations. Checks discrepancies and out of order rooms, to ensure correct room status at all times与所有部门保持良好的协作关系，特别是客房部与预订部。检查房态差异报告以及维修房状态，随时确保正确的房间状态信息Responsible for correct handling of cash and cheques, credit cards, foreign currencies, vouchers and invoices负责正确处理现金和支票、信用卡、外币兑换业务、付款凭证以及发票Responsible for prepare activities for group arrival, correct definition of group masters to ensure correct charges负责团队抵店前的准备工作，确认团队总房价以确保正确收款Responsible for correct check-out procedure following hotel’s policies and procedures负责遵守酒店政策与服务程序，正确完成客人离店手续Responsible for reservations, changes and cancellations when Reservation Office is closed负责预订部下班后的预订、预订变更及取消预订服务Report to management on deficiencies and irregularities noted in the operation向上级报告酒店在营业中存在的不足与失误Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. and ensures GSA’s knowledge of the same熟悉房价、折扣、包价、酒店设施和特殊活动等相关知识，同时确保接待员正确掌握Responsible for correct selling status in the Reception at all times, by close liaison with Reservations与预订部保持紧密联系，确保前台始终处于正确销售状态Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Guest Service Manager or Loyalty Manager if needed确保迅速、正确记录与解决客人投诉，尽量避免客人带着不满意离开酒店。必要时征求宾客服务经理或忠实客户经理帮助Assist in preparing staff schedules, ensuring adequate staffing to meet business demands协助准备员工排班表以确保有足够员工满足运作需要Assist in preparing payroll information on the due dates, to ensure correct payments协住在指定日期准备工资信息报告以确保正确支付员工工资Maintain good knowledge of all corporate programs, ensure GSA’s knowledge of these programs熟练掌握酒店所有合作促销计划，同时确保接待员熟悉掌握Maintain good knowledge of the loyalty program, ensuring correct handling, prepares reports and actively participates in enrolling new members熟悉会员计划，确保正确处理、准备报表以及积极参与发展新会员Assist in resolving accounting matters; disputes, missing back-ups etc协助解决财务问题，包括有争议的帐目及丢失的信息备份等Ensure that all guest comments are logged and forwarded to the Assistant Front Office Manager确保记录所有客人意见，并向前厅部副经理经理汇报Assist in departmental training and assessments协助部门培训与评估Cooperation and teamwork for all sections and other department to ensure proper guest service delivery.与所有其它区域和部门协手合作，确保向客人提供正确的服务Deliver high quality service to guests向客人提供高质量的服务Identify VIP, loyalty member, regular and long staying guest, develop rapport to offer personalized service and assistance识别贵宾，会员、常客以及长住客人。发展与之良好关系 以提供个性化和超值服务Take appropriate action to resolve guest complaints采取合适的行动解决客人的投诉Ensure a high level of cleaning is maintained in your work area确保所在工作区域的高度整洁Carry out other tasks as directed by your leaders在上级指导下执行其它任务