宾客服务主管 Guest Service Supervisor

· Register the guest,assign rooms and room keys accordingly to established check-in/out procedures
· 根据入住标准为客人办理入住登记及退房手续。
· Maintains cashier float and ensures accurate daily report of all money received
· 确保每日现金出入的准确无误。
· Cashes hotel guest’s personal and assists with currency exchange
· 负责客人的外币兑换。
· Keep abreast of all modifications to accounting policies and procedures
· 及时了解和掌握财务政策的变更和工作流程的更新。
· Sell the hotel and Mandarin Oriental products and services using up-selling and suggestive selling techniques.
· 有意识地介绍酒店产品，合理的向客人推荐更好的房型从而为酒店增加收益。
· Attends to guest’s complaints, inquiries and requests, referee’s problems to Duty Manager if he/she unable to assist
· 主动处理客人的投诉，解决和满足客人的问题和要求，当遇到困难时及时向值班经理汇报。
· Review arrival informationon a daily basis; VIP, Repeat guests, Groups, special requests etc.
· 查阅日常的到店信息，包括VIP,常住客，团队以及有特殊要求的客人等。
· Checks discrepancies toensure correct room status at all times.
· 确保每日房态的准确无误。
· Be familiar with servicestandards and is guided in daily work by these. Monitors Front Desk staff performance continuously in this respect.
· 熟知服务标准并付诸于实践，监督前台员工此方面的工作表现。
· Conduct the Front Desk staff training and development.
· 负责前台员工的培训和发展。