客务主任主管Guest Relations Supervisor

岗位职责/职位描述
· Assist the department manager, supervise and cooperate with the staff to do a good job of daily reception work, preside over the shift comprehensive work, create a good working atmosphere.
· 协助部门经理，监督配合员工做好日常的接待工作，主持班次全面的工作，创造良好的工作氛围。
· Participate in regular meetings of department management, timely reflect problems in the work, timely understand the ideological dynamics of employees and report to the department manager, timely communication of superior instructions and implementation of the work.
· 参加部门管理层例会，及时反映工作中的问题，及时了解员工的思想动态并上报部门经理，及时传达上级指示并落实工作。
· Check and supervise the staff's appearance instrument, workflow, department discipline and work efficiency, and urge employees to achieve quality service in accordance with the work standards.
· 检查督导本部门员工的仪容仪表、工作流程、部门纪律及工作效率，督促员工按照工作规范实现优质服务。
· Responsible for arranging the reception of key VIP, the whole process of distribution, implementation and inspection, to ensure the smooth conduct of reception work
· 负责安排重点VIP的接待工作，对整个流程进行分配、落实和检查，确保接待工作顺利进行。
· Check the rooms of guests with special requirements and ensure that these special requests are available for care.
· 检查有特殊要求客人的房间并保证这些特殊要求得到关照。
· Strict control, management, inspection of the production of room keys to prevent any errors.
· 严格控制、管理、检查客房钥匙的制作，防止出现任何错误。
· Participate in reception work to effectively resolve guest complaints and issues related to the department
· 参与接待工作，有效的解决客人的投诉以及与本部门相关的问题。
· Familiarize yourself with the hotel Opera operating system and procedures to ensure better service to our guests
· 熟悉酒店Opera操作系统和程序，确保为客人提供更好的服务
· In the hotel lobby peak passenger flow, to assist the lobby deputy to do a good job of order maintenance and lead the dredging work
· 在酒店大堂客流高峰期，协助大堂副理做好秩序维护以及引领疏导工作。
· Supervise the welcome service to ensure that employees follow the standard service procedures: take each guest to the elevator, and leave the VIP to the lobby door
· 督导迎送服务，确保员工按标准执行服务程序：将每一位入住贵宾送至电梯，离店贵宾送至大堂门口。
· To ensure guest satisfaction, timely and effective resolution of guest complaints, to ensure that each guest's messages and suggestions can be properly handled
· 确保宾客满意度，对宾客的投诉进行及时有效的解决，确保每一位客人的留言和建议可以得到妥善处理。
· Responsible for arranging staff shifts, check attendance, according to the operating situation and customer conditions, reasonable arrangements for the staff on duty, on time to submit attendance
· 负责安排员工班次，检查出勤情况，根据运营情况及客情，合理安排当班人员，按时提交考勤。
· Supervise employees to do a good job in the work area of sanitary and cleaning work, and VIP reception hall facilities and equipment for regular maintenance and maintenance.
· 督促员工做好工作区域内的卫生清洁工作，并对贵宾接待厅的设施设备进行定期维护和保养。
· Regularly formulate the department work plan, and organize the training plan, the employee's work performance assessment, promote the smooth progress of the work
· 定期制定部门工作计划，并组织开展培训计划，对员工工作绩效进行考核，推动工作顺利进行。
· Timely communication with other department heads, coordinate the handling of departmental issues, supervision and management of the overall work
· 与其他部门主管及时沟通，协调处理部门问题，监督管理部门全面工作。
· Deployment of the department's use of consumables, timely replenishment and collection of departmental supplies, strict control of costs, management budget
· 调配本部门使用的各项消耗品，及时补充和领取部门用品，严格控制成本，管理部门预算