宾客服务经理 Guest Service Manager

济南凤鸣宋品酒店
（可接受资深主管晋升）
职位说明 Job Description：
1. 按照规定的程序，迅速解决客人投诉问题，并跟进及时了解客人的要求，以保证客人最大的满意度。
Resolve guest complaints swiftly and follow-up guest requests promptly according to established standards to ensure maximum guest satisfaction.
2. 检查贵宾房，迎接并陪伴贵宾，为贵宾送行，保证贵宾舒适和满意。
Check VIP rooms, meet and escort VIP guests and see off VIP guests to ensure total comfort and enjoyment.
3. 与所有客人保持专业水平的关系，保证客人得到悉心照顾，收集客人的反馈以改进迎送服务。
Develop and maintain a professional relationship with all guests to ensure that they are well taken care of and obtain feedback from guests necessary to improve the delivery services.
4. 每日巡查酒店，检查酒店设备、工作区和客人活动区域的工作状态，报告异常情况，使客人达到最大的满意度。
Conduct daily hotel inspection rounds; check working condition of hotel equipment, work areas and guest areas and report any irregularities to maximize enjoy ability of guest services.
5. 监督前厅员工分配客房、办理客人登记入住和结账离店、处理行李、留言和传真， 处理客人要求，打印报告等活动，保证酒店高效运转，欠款 回收顺利。
Oversee the activities of Front Office associates in allocating rooms, in checking-in and out of guests, in handling of luggage, in handling messages and faxes, in handling requests, in printing reports to ensure smooth operations and in checking company account bills to ensure collectability of accounts.
6. 立即解决出错问题，检查高额账单客户以避免账单欠付。
Resolve discrepant rooms immediately and check accounts with high balances to prevent outstanding bills from being unpaid.
7. 保存记事本，记载上班期间发生的有关与重要的事件，形成一个完整的记录，以供将来参考。
Maintain an incident 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.
8. 通过有效沟通和自觉应用酒店的人事规定，与所有同事保持良好的关系，保证客人得到悉心照顾， 收集客人的反馈以改进客人迎送服务。
Develop and maintain good associate relations through effective communication and conscientious application of hotel personnel policies to ensure harmonious working relationship with all associates.