宾客服务经理 Guest Service Manager

· Responsible for the operationof the hotel lobby, public area and the inspection of the hotel finishedproduct protection
· 负责酒店的大堂，公共区域的运营和酒店成品保护的检查。
· Responsible for meeting,banquet and important VIP customers dining, and ensure the service quality ofthe lobby.
· 负责会议宴会及重要VIP客户用餐等事宜并确保大堂的服务品质。
· Responsible for the occurrenceand follow-up of any accidents in the hotel.
· 负责酒店任何意外情况的发生和跟进处理情况。
· Be responsible for establishinggood relationship and communication with the person in charge of other relevantdepartments, and deal with the problems encountered by customers in the firsttime.
· 负责与其他相关部门的负责人建立良好的关系和沟通，及时处理客户遇到的问题。
· Pay attention to the situationof the chairman of the owner company and other important leaders and share intime.
· 关注业主公司董事长等重要领导的情况并及时分享。
· Reports directly to andcommunicates with the Front Office Manager on all pertinent matters affectingguest service and hotel operations.
· 直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。
· 按需要与酒店其它部门进行合作、协调和沟通。
· Cooperates, coordinatesand communicates with other hotel departments as required.
· 对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。
· Reacts to situations to ensureguests receive prompt attention and personal recognition throughout the hotel
· Responds to guest needs andresolves related problems
· 就客人的需求做出反应并解决相关问题。
· Supervises and directsReception and Reservations personnel.
· 对接待部和预订部工作人员进行监督和指导。
· Supports and assists FrontOffice personnel and all departments at peak periods.
· 在高峰期向前厅部工作人员和其它所有部门提供支持和协助。
· Inspects front of house andback of house regularly for cleanliness.
· 定期检查一线各部门和二线各部门的清洁状况。
· Assists Guest Relations ingreeting, rooming, and sending off VIP guests.
· 协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行。
· Monitors appropriate standardsof conduct, uniform, hygiene, and appearance of staff.
· 监督员工的行为、制服穿着、卫生和外表形象。
· Provides input for Front Officemeetings.
· 为前厅部会议提供信息 。
· Promotes inter-hotel sales andin-house facilities.
· 促进店际销售及推销酒店内的设施。
· Checks billing instructions andmonitors guest credit
· 检查结帐说明并监督客人信用情况。
· Analyses and approves discountsand rebates.
· 分析和批准打折相关事宜。
· Analyses the rate variancereport to ensure rooms revenue control
· 分析房价差异报告以保证控制客房收入。
· Takes action with the PropertyManagement Systems (PMS) in emergency situation.
· 在紧急情况下使用酒店管理系统（PMS）。
· Fully conversant with all hotelemergency procedures.
· 熟知酒店紧急情况所有处理程序。
· Ensures front line staffcomplies with FIT marketing techniques and maximize sales.
· 确保一线员工遵从散客市场技巧并进行有效的销售。
· Reports directly to andcommunicates on all pertinent matters affecting guest service and hoteloperations.
· 汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。
· Provides functional assistanceand direction to all departments.
· 向所有部门提供功能性支持和指导。
· Cooperates, coordinates andcommunicates with other hotel departments as required.
· 按需要与酒店其它部门进行合作、协调和沟通。
· Reacts to situations to ensureguests receive prompt attention and personal recognition throughout the hotel
· 对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。
Handle guest complaintsand refer them as necessary, follows up on corrective action
处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进。
· 负责前厅部宾客体验相关KPO的跟进与落实，制定行动计划。
· Responds to guest needs andresolves related problems
· 就客人的需求做出反应并解决相关问题。
· Supervises and directsReception and Guest service centre personnel.
· 对前台接待和总机工作人员，宾客关系部和行政酒廊接待进行监督和指导。
· Supports and assists FrontOffice personnel and all departments at peak periods.
· 在高峰期向前厅部工作人员和其它所有部门提供支持和协助。
· Ensures VIPs and priority clubguests receive special attention
· 保证贵宾和优悦会会员受到特别关照。
· 组织回顾和分享所有客人的入住信息，确保每位客人都能满意离开。