宾客服务主管

1.协助副理确保宾客服务中心按照既定的理念顺畅运作，始终提供礼貌、专业、快捷、灵活的服务。
Assists the Assistant Manager in efficiently managing the Guest Service Centre according to the established concept statement providing courteous, professional, efficient and flexible service at all times.
2. 礼貌而高效的处理客人和员工询问，对不能立即解决的投诉和问题，向宾客服务副理报告。
Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Guest Services Assistant Manager if no immediate solution can be found.
3.与客人建立并保持良好的宾客关系。
Establishes a rapport with guests, maintaining good customer relationship.
4.确保信息交流中心、设施及储藏室的整洁并妥善保养。
Ensures cleanliness and maintenance of the Communication Centre, equipment and storage.
5.负责向所有来电者提供友善、高效的服务。
Responsible for the provision of friendly and efficient service to all callers.
§ 经常亲自检查，以确保使用宾客服务中心服务的客人、员工及公共区人员得到符合凯悦酒店集团标准的服务。
Personally and frequently verifies that guests, associates and members of the public utilising the Guest Service Centre services are receiving service in line with Hyatt Hotels Corporation standards.
6.确保部门的服务一贯按照部门营运手册的标准，高效、一致和礼貌的完成。
Ensures services provided by the Guest Services Agents are always available and are always carried out to define Standards with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.
7. 按要求参加所有会议并作出贡献。
Attends and contributes to all meetings as required.
8.确保所有员工始终提供礼貌和专业的服务。
Ensures all associates provide courteous and professional service at all times.
9.礼貌而高效的处理客人和员工的询问，对不能立即解决的投诉和问题进行汇报，并及时回馈和跟进。
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
10. 了解关于员工及行业关系的法律、法规， 理解并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
11.积极参与员工福利、安全、发展及健康的活动，并给予建议、咨询及真实、恰当的反馈。
Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.
12. 确保高标准的个人形象和仪容仪表。
Ensures high standards of personal presentation & grooming.
13.掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。
Master the basic knowledge of hotel management, be good at interacting and communicating with guests, handle affairs meticulously and decisively, and be capable of independently handling various complaints.
有凯悦系背景优先考虑。