Guest Service Manager 宾客服务经理

Job Responsibilities岗位职责
Supervise the Guest
Service associates. To ensure that they are adhering to all hotel policies,
procedures and standards while striving towards total guest satisfaction. To
ensure that the above-mentioned areas are working in a professional manner at
all times. Be responsible for hiring, training and development of all Guest
Service-related associates, so they are hospitable, outgoing and guest
oriented.管理客户服务部的员工以确保他们遵守全部的酒店政策、程序、规章和标准，并且为使客人满意而努力工作。确保行政楼层的运作总是保持专业水准。负责客户服务部员工的招聘、培训和发展，以使他们热情开朗而又关注客人。
1.Maintain
efficiency in the operation of the associate in a high standard of quality of
service and courtesy, bringing total satisfaction to our guests and the hotel.按照服务质量和礼仪的高标准，保持员工工作的高效率，将满意带给我们的客人和酒店。
2.Determine
the requirements for, and the follow-up on, special groups or VIPs.判断特殊团队或尊贵客人的需求和后续跟进事宜。
3.Prepare
and submit accident or injury reports when needed.当需要时，准备和提交事故或受伤报告。
4.Ensure
all guests experiencing a problem receive an appropriate response, any promised
compensation is delivered and all guest receive appropriate follow up in a
timely and professional manner.确保所有的客人在经历了问题之后得到一个恰当的回应，确保给予了客人我们所承诺的补偿，确保所有客人都及时地获得了恰当的专业的跟进。
5.Ensure
all associates are safety conscious and trained in safe work practices.确保全体员工具有工作安全的意识，并且被培训了安全操作规程。
6.Have
a thorough knowledge of hotel fire regulations and policy, accident reports,
safety programs, and what the direct duties are in relation to each. Ensure
that all associates are properly trained in these procedures.全面了解酒店的防火规章和政策，事故报告，安全问题以及这些在这些问题中自己的直接职责是什么。确保全体员工在这些程序上受到了恰当的培训。
7.Facilitate
departmental training modules. Continually monitor, evaluate and revise
training content to reflect changes in the process and address the needs
identified by associates and your manager.推进部门培训。不断地监督、评估及修改培训内容，以适应过程的改变和员工及经理的需要。
8.Follow
up regularly with Department Heads regarding the Guest Service process and the
performance of their department responsibilities along with the department’s
function.经常与部门经理跟进有关客户服务部的工作程序和员工表现。
9.Ensure
all guest incident forms and logs are completely filled out and maintained. If
computer tracking is used, monitor this recording also.确保所有的客人事件记录表和日志被完整的填写和保存。如使用电脑跟追踪，则也需要监督该电子记录。
10.Ensure
that the Hospitality and the Guest Response Programs are being followed and
monitored. Be familiar with cultural differences to meet guest’s specific needs
and requirements.确保殷勤待客和宾客回应计划被遵循和监督。熟悉文化差异以满足客人的具体需要和要求。
11.Have
PMS and MARSHA skills, be able to check in and check out and to handle
reservation when needed in Marsha.具备PMS和MARSHA技能，能够进行登记入住和结帐离店手续的办理，并能够在需要用MARSHA时来处理客人的预定。
12.Be
able to handle emergencies. Be trained in these procedures and be able to act
upon them.能够处理紧急情况。被培训了应急处理程序，并能够以这些程序采取行动。
Job Requirement岗位要求
1.Minimum
6 years Front Desk experience with at least 2 years of Front Desk Supervisory
experience.6年以上前台经验，2年以上前台主管经验。
2.Demonstrated
excellent communication and hospitality skills.展现优异的沟通和待客技巧。
3.Demonstrated
communication skills. Fluently in English and Mandarin.良好的沟通技巧，流利的英语和普通话。
4.Minimum
graduated from College.大专以上。