宾客服务经理

Maintain and Manage the Daily Lobby
Operations
维护和管理大堂日常运营
·
Conducts daily walk-through to ensure LQA standards
are implemented and delivered to every
guest.
进行每日巡视以确保LQA在对客服务中被遵守和执行。
·
Attends
to referred and handles guest enquiries in a courteous and efficient manner and
reports guest complaints or problems to next level supervisor for necessary
action and assure follow up with guests.
主动关注并礼貌高效的处理客人的要求及投诉，需要时要向上一级主管汇报，并且确保及时跟进。
·
Ensure loyalty/VIP procedures are being met or
exceeded on a daily basis for all loyalty /VIP guests.
确保对所有忠实会员和贵宾都执行其相关接待程序和标准。
·
Detailed hotel product knowledge, up-to-date with
VIP arrivals & events within the hotel and the destination.
明晰酒店产品知识，确保贵宾及活动信息的时效性和准确性。
·
Presence in the lobby area all the time, support Front Desk or Concierge operation
initiatively, and ensure both colleagues and facilities/equipment are in good
condition.
工作期间保持在大堂区域巡视，主动协助前台和礼宾部的日常运营，并确保所有同事和运营设备的工作状态良好。
·
Ensure cleanliness,
atmosphere and appearance of lobby and related areas.
确保大堂及相关区域的清洁、氛围和外观符合品牌标准。
·
Check potential room
revenue for any discrepancies and do necessary corrections.
检查有可能产生的任何房费差异，并跟进解决。
·
To take a full and accurate handover from the
previous shift ensuring that all necessary follow-up is recorded and auctioned.
与上一个班次进行完整而准确的交接，以确保所有待跟进事项都被记录和解决。
·
To ensure that an accurate Service Center and
Department guest logbook, providing a written log of the day’s guest related
issues, is maintained to report to General Manager and Executive Team.
确保总机和部门日志的准确性，将当日发生的与客人相关的时间整理并记录，并将值班经理日志每日发送给总经理和行政团队。
·
Adheres to promote the health &
safety policies to ensure a safe work environment. Knowledgeable for all safety & emergency
procedures, and act as key contact personnel of Emergency Response Team during certain situation.
坚持并推行健康与安全政策，以确保安全的工作环境；熟悉掌握安全及紧急程序， 并在危机情况作为危机处置小组的主要联络人参与危机处理。
·
Verifies that all information requested by the
local police authorities are adhered to and prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
·
Maintains all information security standards compliance of Front
Office at 100%.
确保所有信息安全标准被百分之百的执行。
·
Maintains ‘Safe Food
& Hygiene Standards’ are implemented within Front Office at 100%.
确保《食品安全与卫生标准》被百分之百的执行。
·
The management reserves
the right to change / extend this job description if necessary at any point of
time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
·
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。