宾客服务经理

· Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest 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 assistance and direction to all departments.
· 向所有部门提供功能性支持和指导
· Cooperates, coordinates and communicates 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 ensure guests 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 and resolves related problems
· 就客人的需求做出反应并解决相关问题
· Supervises and directs lobby personnel.
· 对接待部和预订部工作人员进行监督和指导
· Supports and assists Front Office 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 priority club guests receive special attention
· 保证贵宾和优悦会会员受到特别关照
· Assist Lobby Host in greeting, rooming, and sending off VIP guests.
· 协助客户关系主任，迎接客人，安排客人到房间并送重要客人离开。
· Inspects front office and back 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 in greeting, 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 standards of 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 Office meetings.
· 为前厅部会议提供信息
· Promotes inter-hotel sales and in-house facilities.
· 促进店际销售及推销酒店内的设施
· Checks billing instructions and monitors guest credit
· 检查结帐说明并监督客人信用情况
· Analyses and approves discounts and rebates.
· 分析和批准打折相关事宜
· Analyses the rate variance report 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 Management Systems (PMS) in emergency situation.
· 在紧急情况下使用酒店管理系统（PMS）
· Fully conversant with all hotel emergency procedures.
· 熟知酒店紧急情况所有处理程序
· Night staff check mail, message of expected guests against the system/computer and expected arrivals
· 夜班时，查看预期抵达客人的邮件、信息。
· Handle all Complaints
· 处理所有投诉。
· Ensure working of all Front Office Policies and Procedures when night staff
· 夜班时，确保所有前厅接待工作的政策和程序
· Ensure effective shift hand-over
· 确保有效的交接工作。
· Be knowledgeable of Front Office systems and know back up procedures and system recovery procedures
· 掌握前厅接待系统的知识和技能程序备份和系统恢复程序。
· Efficient check in and check out process
· 提供有效的登记和退房程序。
· Review and monitor early morning wake up procedures
· 检查清早叫醒程序。
· Post room charges
· 入房帐。
· Maintain correct guest registration cards
· 保持正确的住客登记单。
· Maintain current Hotel information
· 更新酒店最新消息。
· Review arrival lists
· 检查到达客人报表。
· Operate communication equipment
· 操作通讯设备。
· Conduct Credit card checks
· 管理检查信用卡。