宾客服务副经理

· Assist the GSM in ensuring that the Guest Services department is managed successfully as an independent profit center and handling of guest issues and monitor guest satisfaction by evaluating feedback and guest surveys.
· 协助宾客服务经理确保宾客服务部作为一个独立的盈利中心而进行有效管理，并通过评估反馈和访客调查来处理客人问题并监控客人的满意度。
· Ensure corrective training is implemented based on the feedback received.
· 确保根据收到的反馈实施矫正培训。
· Assist in coordinating an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and Multi-Tasking.
· 根据“一职多能”的原则，协助部门负责人建立一个灵活的用人机制，协调有效和高效的薪资管理和资源分配。
· Support Host needs in other departments based on the hotel priorities and anticipated business levels.
· 根据酒店的优先次序和预期业务水平，支持其他部门对主理的需求。
· Establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Guest Services.
· 与客人建立并保持良好的客户关系，并处理所有客人投诉，要求和问询。
· Manages in compliance with established company policies and procedures and LSOPs set for the department.
· 按照既定的公司政策和程序进行管理，并为部门设置操作程序。
· Ensure the Guest Services Department meets quality and internal standards. Identify process improvements and best practices. Provide feedback and develop processes to improve the guest experience.
· 确保宾客服务部符合质量和内部标准。 确定流程改进和最佳操作规程。 提供反馈和改进流程，以改善客户体验。
· Increase occupancy, ADR and RevPAR index by making accurate reservations using the implemented dynamic pricing strategies. Implement upsell program.
· 通过使用实施的动态定价策略进行准确预约，提高入住率，每日平均房价和每间夜平均收入。完成增销计划。
· Work closely with the Finance department on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, cashier handling etc.
· 与财务部在后续跟进事宜中紧密合作，如：退还支票，拒绝信用卡，员工差异，现金管理等。
· Operate all aspects of the Guest Service computer system, including software maintenance, report generation and analysis.
· 操作客户服务部门所有的计算机系统，包括软件维护，报告生成和分析。
· Be personally and frequently verify that guest’s check-in / out are receiving the best possible service.
· 经常亲自对客人在入住/离店时是否得到最佳服务进行核实。
· Monitor call handling in the Guest Service and ensure that all telephone standards are adhered to.
· 监控宾客服务部的电话服务，并确保其遵守所有电话服务标准。
· Analyze call statistics and take corrective action where necessary and highlight issue to the Guest Service Manager. Minimize call abandonments.
· 分析通话统计数据，并在必要时采取纠正措施，并向宾客服务部经理汇报突出问题。尽量减少呼叫放弃。
· Maintain standards of guest service quality. Analyze response time to guest’s requests for items and maintenance requests and highlight any issues to the respective department head.
· 保持客户服务质量的标准。分析客人请求的回应时间，并向相应部门负责人汇报突出问题。
· Ensure that the Guest Services team projects a warm, professional and welcome image.
· 确保宾客服务团队表现出热情，专业和欢迎的形象。
· Be in attracting, coaching, training, and retaining talent by engaging and showing a genuine passion to develop others.
· 用真诚的热情来吸引，指导，培养和留住人才。
· Ensure that during the night the correct room revenue, rebates, and correct errors is accounted for and ensure that all room discrepancies are followed up.
· 夜班时确保房间收入，减免的正确性和错账的改正，并确保所有房间差异都得到跟踪。
· Collaborate with Guest Services Manager in preparation of annual department operating budget: Monitor monthly expenses, with emphasis on wages, variances, assisting in preparing schedules, ordering, inventory management, and other administrative duties as needed.
· 协助宾客服务部经理，编制部门年度运营预算：监测每月费用，重点是工资，差异，协助准备时间表，订购，库存管理以及其他需要的行政职责。
· In absence of all department heads during the night, supervise all departments to ensure the normal operation.
· 在夜间没有任何部门负责人的情况下，监督各部门确保正常运行。
· Make sure cleaning and engineering projects (guest related) during the night are supervised.
· 监督确保夜间的清洁和工程项目（客人相关）。
· Perform the end of day closing.
· 做好夜结。
· Achieve maximum sell out where possible.
· 尽可能实现最大限度的销售。
· In absence of the Guest Service Manager conduct daily operational briefings.
· 当宾客服务部经理不在时，主持每日运营简会。
· Demonstrate high visibility in the Townsquare Cafe.
· 随时关注思方汇咖啡馆的情况。
· Monitor team daily roster to make sure smoothly flows during operations.
· 监督团队排班，确保运营工作的顺利进行。