宾客经理

1. To be responsible for the maximization of room revenue and profit through commercial rooms management; ensuring a consistently high standard of customer service within the department.
通过有效的商业运营，达到酒店利益的最大化；确保部门员工给客人提供一贯高标准的服务。
2. To maximize room sales and revenue for the hotel. Planning and monitoring of any upselling campaign being established at the Service Department.
为酒店创造最高的收益。制定计划并时时监控服务部已实施的促销活动。
3. To maintain a high standard of customer relations/customer service within Service Department.
维护并保持服务部与住店客人之间良好的关系，同时提供高标准的服务。
4.Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
5. Handles complaints promptly and efficiently, taking the necessary action. Follows up with all guests to ensure satisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满。回访客人，确保客人对解决方法满意。
6. Check guest`s satisfaction, solve the problem in time , pass the information to the people who`s concerned, and keep the record.
询问客人的满意度，如有意见及时反馈给相关人员。并且做好顾客意见记录。
7. Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Conducts daily briefings, shift handovers, attends meetings and effectively communicates information to team members.
确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。
8.Uses creative management skills to solve guest and team member problems . Ensures compliance with company standards to ensure consistent high quality guest relations .
遵循酒店规章制度，维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。
9. Manages Service Department , resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment .
管理服务部，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。
10. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
维护顾客档案和信息，确保有效的预定。
11. Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.
按照客人的预定或喜好安排房间，并做详细目录管理。
12. Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way.
确保宾客档案信息及时录入公安报告系统。
13.Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
14. Maintaining in-depth technical knowledge and skills required for the job.
保持岗位所需的知识的更新。
15.Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
Specific Job Knowledge, Skill and Ability工作技能技巧要求：
1. Communicates effectively and clearly.
有效清晰交流。
2. Actively listens and builds on other ideas.
积极聆听、多方位思考。
3. Is culturally sensitive.
文化敏感。
4. Good written and verbal skills.
良好写作和口头表达能力。
5. Strong leadership and people management skills, added with good training skills.
较强的领导和人员管理技能，附加培训技能。
6. Guest oriented and able to confidently build and exceed the service standards.
以客户为导向，并能够自信地建立和超过服务标准。
7. Strong interpersonal skills and attention to detail.
较强的人际处理能力并关注细节。
8. Ability to access and accurately input information using a moderately complex computer system , including Hilton property management systems .
能快速有效的运用电脑操作系统，包括希尔顿自有的管理系统。
Required Qualifications必要的资历要求：
1. Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
优越的数据理解性，能对日常营运的数据给予合理恰当的解释。
2. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
擅长于处理宾客关系，能快速有效的应对各种问题。
3. Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。