宾客服务经理

1. Responsible to handle all guest requests and to solve any guest complaints.
负责处理所有客人的需求和解决任何客人的投诉。
2. Ensure that the Hospitality and the Guest Response Programs are being followed and monitored. Be familiar with cultural differences to meet guest’s specific needs and requirements.
确保客人反馈信息被执行和监督，熟悉文化差异来满足客户的具体需求。
3. Have PMS and MARSHA skills, be able to check in and check out and to handle reservation when needed in Marsha.
具备使用PMS和MARSHA的能力，能够办理入住和离店手续并在    需要的时候在MARSHA里处理预定。
4. Be very knowledgeable about the rooms and their locations, services and facilities of the hotel.
清楚了解客房以及位置，服务和酒店设施。
5. Maintain the Repeat Guest Program, the Marriott Rewards Member and the VIP program. Ensure that the above-mentioned clientele are receiving the type of service they are deserved and follow up with Guest Services to ensure that all request are carried out.
维护回头客的资料系统，万豪礼赏计划以及贵宾项目。确保以上提及的客户享受到他们应得的服务并且保持与客户的良好关系以确保他们的要求得到满足。
6. Be able to handle emergencies. Be trained in these procedures and be able to act upon them.
能够处理紧急事件。必须掌握处理紧急事件的程序的相关知识和有能力遵照以上知识在紧急情况发生时处置。