宾客关系经理Guest Service Manager

1. Communicates
effectively both orally and in writing to provide clear direction to team
member. Observes performance and encourages improvement. Interviews, selects,
trains, supervises, evaluates, counsels, and administers disciplinary
procedures for front office team member. Monitors lobby traffic and makes team
membering adjustments as required.
与员工有效的沟通，提供明确指示，关注员工的表现并给予激励。依相关程序面试，挑选，培训，督导，评估，管理前厅部所有员工。留意大堂交通状况，根据需求进行人员调配。
2. Reviews VIP
reservations and ensures proper handling of VIPs and groups, administers
amenity orders, and resumes for incoming guests. Updates system by inputting
inventory and non-inventory groups. Monitors special reservation requests
handling and oversees rate changes on in-house guests.
关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。
3. Computes daily
payroll, schedules, and other reports. Analyzes data and makes decisions based
on prior experiences and knowledge of circumstances to prepare daily and weekly
forecast of expected arrivals and departures.
关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。
4. Manages front office
team member, resolves guest concerns, and implements resolutions by using
discretion and judgment.
对前台进行日常管理，用敏锐的判断力和决断力解决客户的问题。
5. Leads and motivates
team members by leading by example and employing competent and consistent
management practices.
通过训练及一致的管理，领导和激励团队员工。
6. Takes responsibility
of the hotel as the Duty Manager in the absence of the Assistant Front Office /
Front Office Manager.
在前厅经理/前厅副经理不在的情况下，作为值班经理负起责任。
7. Completes Night Shift
Duties acting as the Night Manager when he / she is not on duty.
在夜班经理不在的时候完成夜班经理职务。
8. Actively takes part
in training the team, facilitating formal training sessions and on the job
training to ensure that all team members are of the same standard. Also attends
training where and when required.
积极地参加职业培训,让员工保持水平一致。
9. Acts as a coach and
mentor to team members, reinforcing standards and expectations and motivating
team members to strive for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
10. Maintains discipline
amongst team members, ensuring consistency in accordance with the team member
handbook, Chinese Labour Law and HR guidelines. Distributes appropriate
discipline when and where required.
确保员工手册，相关劳动法，HR相关政策的一致性，必要的时候提供培训。
11. Conducts PDR’s, 1:1
meetings throughout the year, ensuring that the feedback given to team members
is fair, unbiased and provides a platform for continued improvement, according
to the Hilton standards.
根据希尔顿PDR标准，进行1：1的面谈，确保对每个员工的公平，为员工提供继续发展的平台。
12. Is involved with
succession planning and development of high potential team members to ensure
that all team members are trained to progress to the next level of their
career.
培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。
13. 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。
14. Responsible for the
smooth induction and facilitation of training for new team members, ensuring
that they are trained to the minimum level standard and that they can
competently complete their job and that they know what is expected of them.
简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。
15. Creating a warm and
welcoming arrival for guests, ensuring that they feel expected and immediately
“at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
16. Checking-in guests
in accordance with their reservation details, ensuring that the registration
card is completed, reservation information confirmed, HHonours and Frequent
Flyer Number enquired about, and method of payment secured.
依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。
17. Ensuring that guests
are escorted to their room that the hotel facilities and room features are
explained, and that luggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时送达等。
18. Handles complaints
promptly and efficiently, taking the necessary action, and informing the Guest
Relations Manager for follow up, where appropriate. 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，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
19. Maintains awareness
of guest’s profile and specific preferences, ensuring that they are acted upon
for each reservation.
将客人送至客房，介绍客房布局，确保行李及时送达。
20. Acts as the first
point of contact and liaison for VIP guests, ensuring that they are treated
personally and recognized as an individual.
作为VIP客人最先联系到的部门，要确保他们的个性化服务。
21. 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。
22. 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。
23. Liaises with Sales,
Reservations and the Business Development team to handle corporate.
协同销售，预订及业务发展团队共同为客人提供服务。.
24. 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申报系统。
25. Applies Hilton Brand
Standards in each and every action, acting as a role model and example of how
the standards should be carried out in a practical setting.
遵循希尔顿品牌服务标准并贯彻到实际的运作当中。
26. Has knowledge of the
hotels facilities and services as well as basic knowledge of Hilton
International, MEAP & other properties in China.
掌握希尔顿酒店集团的基本概况。
27. Is up to date with
information on facilities, attractions, places of interest, sights and
activities in and around hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
28. Ensures
communication, coordination and cooperation between the front desk and other
operating departments, specifically Housekeeping, F&B and Accounts.
确保前台和其他部门间的沟通交流，特别是客房部，餐饮部和财务部等。
29. Maintains the hotel
systems to ensure accuracy of information and data, and that it is easy to use
and operated in an organized and systemized way. Also Ensures that the Front
Desk equipment and systems are functioning at all times, and that the area is
maintained in a clean, tidy and organized way.
维护酒店电脑系统信息数据的准确性，便于系统操作，确保前台运营设备的正常运转以及工作区域的整洁清洁。
30. 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.
确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例会及其他会议。
31. Ensures that the
Front Office Manager is kept aware and up to date of operational issues.
汇报最新的工作进展，确保前厅经理对整个部门营运状况的了解。
32. Ensures that the
day-to-day functions of the front desk are completed. Including but not limited
to Guest Services Manager’s checklist, trace reports, credit limit checks,
online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and
rate discrepancies, and registration cards.
确保完成行政楼层每日的任务，包括核对，报告，信用额度核对，网上备份等。
33. Checks Registration
cards, meeting and function information, billing instructions, financial
records and reservation backup to ensure that all information received is
actioned upon.
核对入住登记表，会议及活动信息，预订备份等。
34. Completes reports
where and when requested, ensuring that they are complete and delivered on time
to the respected party.
如有要求，提供完整的报告，并及时送至所需部门。
35. Keeps up to date and
aware of competitor activities in order to be proactive and create market
advantage.
警惕商业竞争行为，促进积极的市场发展。
36. Adheres to the hotel
selling strategy of Demand Based Pricing and maintains rate integrity by
offering clear, transparent, and value for money rates to guests.
根据价格要求向客人提供相应物有所值的物品。
37. Complies with Health
& Safety, Emergency Management, disaster Manual, and Fire procedures and
regulations. In the absence of the Guest Relations Manager, is a part of the
Fire Team ands takes action accordingly.
按照健康安全，危机管理部门，灾难处理方法，救火程序执行。在宾客关系经理不在场的情况下，成为救火的一部分参与行动。
38. Acting Duty Manager
in absence of the Duty Manager .
值班经理不在的情况下作为值班经理。
39. Adheres strictly to
standard cash handling procedures amongst team members, ensuring that all team
members balance their float and drop the required amount.
严格遵守现金收付手续。
40. Adheres to the
company credit policy at all times when handling cash, credit card
transactions, city ledger, providing currency exchange services, LPO and third
party payments for rooms, meetings, F&B and any other charges that may be
incurred by guests.
收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
41. Maintains safety
deposit boxes, ensuring that guests valuables are safe and secure at all times.
为客人提供保险箱，保证他们的财物安全。
42. Follows up on
outstanding accounts to ensure no loss of revenue and secures method of payment
for upcoming reservations.
跟进担保预订及付款方式，确保酒店收入。
43. Maintains the
efficiency of departure by checking all guests folios to ensure accuracy of
charges.
确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。
44. Manages costs
effectively by minimizing and controlling expenses.
控制花费，节约成本。
45. Managers and
approves rebates, refunds and discounts where applicable.
视情况给予必要的折扣，反款和优惠。
46. Maintains awareness
of sales opportunities within the hotel, maximizing revenue in an ethical and
responsible manner, ensuring the guests receive value for money and adhering to
Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人感受到物有所值。
47. Adhere to the
hotel’s security and emergency policies and procedures.
坚持酒店安全制度、紧急情况处理规定和程序。
48. 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。
49. 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。