宾客服务经理 Guest Service Manager

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
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
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
Ensures VIPs and IHG rewards club guestsreceive special attention
保证贵宾和优悦会会员受到特别关照
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 Property ManagementSystems (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最大化的进行销售
Works with Superior and HumanResources on manpower planning and management needs
与上级领导和人力资源部一起进行人力规划和管理需求
Works with Superior andDirector of Finance in the preparation and management of the Department’sbudget
与上级领导和财务总监一起编制和管理部门预算