Guest Service Manager宾客服务经理

1、Remains observant and responds to each guest who approaches the hotel.
保持关注每一位抵达酒店的客人并主动问候。
2、Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
积极参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。
3、Stand by in the Front Desk or lobby area, to assist Front Office Operating department to provide service at critical guest flow time.
在前台及大堂区域服务客人，并在客流高峰期协助前厅运营部门提供对客服务。
4、Coordinates with Front Desk, Executive Floor, Concierge and Service Center to ensure a smooth operation and the highest level of guest satisfaction。
协调前台、行政楼层、礼宾部和总机等部门，以确保运营顺畅及客人满意度。
5、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。
6、Review Daily and Weekly arrival reports highlighting the special upcoming arrivals and process pre-arrival program.
预览每日和每周的预到报表，对即将入住的特殊特别来宾进行标注，并跟进执行预到礼遇计划。
7、Attends to referred and unsolved problematic situations such as complaint handling, takes initiative action and be entrepreneurial.
主动关注并参与如客人投诉等待解决问题的跟进和处理。
8、Ensures to implement all Front Office related Hotel Policies and Procedures.
确保严格执行与部门相关的酒店各项政策与程序。
9、Ensures clear communication within departments to provide seamless service to all guests.
确保部门内的沟通顺畅以便为宾客提供无缝且高效的服务。