宾客服务经理Guest Services Manager

JOB RESPONSIBILIES【岗位职责】
1.Report to Asst Front Office Manager.
向前厅部副经理报告。
2.Well versed on all Brand Standard requirements for Front Office and related areas.
熟悉所有前厅部以及相关区域的所有品牌标准。
3.Serves as the hotel Manager on Duty and oversees all hotel operations, ensuring that the highest levels of hospitality and service are provided. Represents hotel management in resolving any guest or hotel related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Service Manager and handles the tracking of service issues.
作为酒店经理需尽职尽责，须监管酒店的运营情况，提供高品质服务。代表酒店管理层解决客户或酒店相关事宜。解答问题，在大厅里引领客人。作为客户关系经理，处理服务中遇到的纠纷。
4.Overall responsibility for ensuring that all VIP and Rewards Members receive entitled benefits according to policy and procedures.
根据标准和程序，全面负责所有贵宾和万豪礼赏会员享受的福利。
5.Directly responsible for Guest Service Supervisors, Guest Service Agent & lobby greeters to strive towards total guest satisfaction.
直接负责客户服务主管、客户服务员和大堂接待员，从而提高服务质量，使客人满意。
6.Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations. Needs to be able to perform in all front of house functions.
确保所有员工都遵守酒店的政策、标准、流程及准则。需能够履行所有职责。
7.Responsible for hiring, training and development of all associates working for the guest relations area.
负责客户关系区域里员工的招聘、培训、及员工职业发展。
8.Assist the Asst front office manager in all areas to ensure a correct and smoothly-operating department.
协助前厅部副经理的工作，确保工作能够正常、顺利地运行。
9. Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction.
作为安排和组织客人入住的关键人物，需给员工做出榜样，确保服务质量达到酒店的品牌标准。在所带领的团队中，营造出热情、专业款待客人的氛围，以确保客人能够满意。
10.Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation.
对当地有充分的了解，特别是要清楚当地的文化、历史名胜，及它们的所在地和营业时间。
11.Be sure to spend time in public areas during busy time in order to take care of guest requests.
确保在繁忙时段出现在公共区域，随时满足客人需求。
12.Supervise and in charge Fitness Centre daily operation，Maintain a high level of cleanliness and hygiene throughout the facility. Maintain all equipment in proper working and good working condition.
监督并负责健身中心的日常运营，保持各种设备的清洁卫生，维持所有设备的正常运作。
13.Should be familiar with all FO Section Job, ensure to spend time assistance others section completed work efficient.
熟悉并了解前厅部每一个分部门的工作，能够在各部门需要帮助时提供协助并能够高效的完成工作任务。
MAJOR RESPONSIBILIES 主要責任:
1.Making sure all procedures and trainings are carried out within the Company’s policies, the Brand Standards, and SOPs. Secure residents’ safety and privacy.
确保所有的程序和培训是在公司政策和品牌标准之内实施进行。 确保客人的安全和隐私。
2.Be able to accommodate all requests and needs prior, during and after residents’ stay.
满足客人入住前, 期间及离店后的需求。
3.Bring up suggestions to management to improve services, facilities and amenities on a regular basis.
定期向管理层提出建议, 着力提高服务, 设备和设施。
4. Responsible for the smooth, efficient and professional operation of all front office and fitness centre areas. Ensure good communications among departments. Ensure daily operation is smooth and is manned by sufficient manpower at all times, with a strong focus on Customer Service. All associates should show genuine appreciation when greeting a guest at all times (especially during check in and check out) and that all scripting is followed per the Arrival/Departure Ritual Program.
确保前厅区域及健身中心的工作能够顺利、高效、专业地运作。确保各部门间的良好沟通。时刻确保部门配以充足有效的人力，领导部门的日常运转顺利平稳的进行，特别关注对客服务。真诚热情地问候客人（特别是入住和退房时），遵循入住退房程序的所有标准。
5.Using assets wisely and those assets should not be wasted. Be responsible for hitting budgeted guidelines with a control system in place.
善用资源，杜绝浪费。建立控制系统以达到指导目标。
6.Ensures that all procedures and policies are in place and followed. Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.
确保能够遵守所有的规章流程和法规。定期管理审计账目，如果出现什么不合法的现象要与会计及时沟通，适合的时候也可以与领导及顾问联系。
7.Ensure proper check-in/ out procedure are followed. Strictly follows bank-out procedures and cash handling procedures. Be familiar with sales strategy, ensure Look No Further Rate guarantee.
很好地遵循登记入住及退房流程。严格遵守银行支取流程和现金处理流程。熟悉销售策略，确保“最优惠价格保证”。
8.Responsible for room inspection of all VIP guests.
负责检查所有贵宾房间。
9.Ensure all VIP check-in and Checkout procedures are followed including limousine pickup, notification of EXCOM for greeting upon arrival…etc.
确保所有贵宾入住和退房程序，包括接机、通知高级行政迎接等。
10.Close communication with Rooms Controller in relation to Virtual Concierge requests pertaining to the Guest Services department.
与房控员就与客户服务有关的Virtual Concierge需求进行紧密沟通。
11.Ensure Confidentiality of User Log-on. Ensure that Front Desk users are logged out when leaving the area.
对计算机用户登陆（程序）要保密，离开前台时，要确保已退出登陆。
12.Ensure that the Rooms Controller’s daily instructions are being followed and reviewed by guest services staff.
确保跟进房控员提供的每日信息。
13.Responsible for training and hiring newly hired associates in guest relations area. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 15 minute daily training is required.
负责客户关系工作区域的员工培训及新员工的招聘。确保日常培训中应该包括技能培训、礼仪、沟通培训、管理培训以及组织技能的培训。每天需培训15分钟。
14.Ensures that recognition programs for both guest and associates are in place and working. Responsible for all repeat guest special requests, lead front desk team to follow through and ensure guest has an enjoyable stay. Establish system in place for repeat/rewards/VIP guest recognition program. Being able to contribute and lead front desk team to participate in up sale program.
确保客人及员工识别系统能够正常运行，满足回头客的特殊要求。带领前台员工坚持工作，并确保客人在酒店能过得愉快。建立回头客、回馈客人、VIP客人识别系统，能够促使并领导前台员工加入销售体系。
15.Responsible for ensuring Marriott Rewards Sign-up program is followed within the Guest Services department.
遵循并执行万豪礼赏会员注册程序。
16.Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours. Being able to effectively and adequately make department schedule.
根据预算有效控制成本，确保已经建立了能够掌握成本和工作小时的控制体系。能够有效地制定出部门计划表。
17.Initiates additional tasks to improve existing procedures and guest satisfaction.
完成额外的工作任务，以提高现有的工作速度及客户满意度。
18.Resolves system problems and can operate the system manually. Can lead the staff through a down time.
能够解决系统问题并操作该系统。能够领导员工坚持工作。
JOB SPECIFICATION【岗位要求】
1.Conform to the hotel's policies and procedures.
遵守酒店的政策和程序。
2.Associates must contain proper grooming standards at all times when on the job. Males, hair must be neat and trimmed at or above the collar line; Females, hairstyles should not be distracting, obtrusive or cover the eyes, and required make up should be noticeable and professional at all times.
员工在工作时需随时保持良好的仪容仪表。男士，发梢不超过衣领；女士，发型不能凌乱、另类或遮挡眼睛，同时保持明显且职业的妆容。
3.Be informed about daily operations and events.
了解每日运作及宴会。
4.Be highly visible in public areas during peak times.
在繁忙时段出现在公共区域。
5.Be familiar with sales strategies; communicate daily with reservation sales / rooms controller.
熟悉销售政策，每日与预定部/房控员沟通。
6.Know all frequent customers and be familiar with their special requests. Ensure that their needs are met. Use guest names when possible.
了解所有常客及熟悉他们的特殊要求。确保满足他们的要求，尽量使用客人姓名。
7.Be empowered to make decisions if you feel comfortable making them.
被授权在有把握时做出决策。
8.Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.
熟悉文化的不同并可以对不同的文化调整正确的行为。同时知道不同的礼节。
9.Be knowledgeable about all emergencies plans and know how to act upon them.
知道所有的应急预案并知道如何执行。
10.Report any unusual occurrences immediately to a Manager or the Duty Manager (GSM).
向经理或值班经理（客户服务经理）及时汇报一切不寻常的情况。
11. At all times strive to represent Marriott in the most professional and courteous manner.
随时以万豪最专业最谦恭的方式去服务。
12.Carry out any additional duties given out by managers, department heads, and the members of the hotel’s management team.
执行部门经理和酒店管理层交付的额外工作。
13.To cover the meal or duty break promptly, ensure daily operation is manned by sufficient manpower at all times. Supervisors and Managers should not take breaks at the same time.
合理安排用餐和休息时间，保证运营中人员时刻充足。主管和经理不可以同时用餐或离开。
14.Avoid waste and take good care of the Hotel’s equipment. Report defects to engineering immediately.
避免浪费，善用酒店设备。发现问题及时报修。
15.Norms
准则
(A) Clean as you go.
随行随清。
(B) Make the guest feel important & show genuine concern.
使客人感到受重视，真诚关注。
(C) Don’t state guest’s room number aloud or disclose guest’s personal information without permit.
不大声说出客人房号，或未经许可透露客人私人信息。
(D) Don’t gawk at personalities – Be professional
不呆看客人 – 职业。
(E) Never argue with guests or other associates. Voices should be kept at normal levels at all times.
不与客人或同事争论。声调随时保持在正常水平。
(F) Don’t say “No” – Be flexible, and keep "all doors open" to guest requests.
不说“不”- 灵活，并发掘其他解决方法。
(G) Always Smile and use proper greetings with guests and other associates
随时保持微笑，适当的方式问候客人与同事。