宾客关系经理 Guest Service Manager

· Reports directly to and communicates with theFront Office Manager on all pertinent matters affecting guest service and hoteloperations.
· Provides functional assistance and directionto all departments
· Cooperates, coordinates and communicates withother hotel departments as required.
· Reacts to situations to ensure guests receiveprompt attention and personal recognition throughout the hotel
· Ensure that on-going pertinent/relevantlogbook communication to other shift is maintained and brief incoming GuestService Manager on items to be followed up
· Maintain daily an accurate record in theGuest Service Manager’s logbook of items and incidents which may be of concernto management and/or which may require further attention
· Responds to guest needs and resolves relatedproblems
· Supervises and directs Reception personnel
· Supports and assists Front Office personnel and all departments at peak periods
· Ensures VIPs and priority club guests receivespecial attention
· Assist as required/requested with the solvingof any guest complaints/upsets and make record on logbook accordingly. Ensureall issues relating to guest satisfaction are met and that follow up iscompleted on a timely basis. Effectively handle and resolve guests complaintsand seek help if needed
· Inspects front of house and back of houseregularly for cleanliness
· Assists Guest Relations in greeting, rooming,and sending off VIP guests
· Ensure constantly aware of and up to datewith all happenings and operations within the hotel and ensure to have anobvious presence throughout the hotel public area whilst on duty
· Responsible for ensuring clear and constant communicationlines are kept with all staffs and other departments
· Monitors appropriate standards of conduct,uniform, hygiene, and appearance of staff.
· Provides input for Front Office meetings.
· Ensure to be completely aware of all hotelservices and facilities, outlet operating hours and scope of services. Promotesinter-hotel sales and in-house facilities.
· Have a complete knowledge of standardoperating procedures and performance standard by task of GuestService/Reception or CPC Floor/Telephone & Business CentreService/Concierge
· Checks billing instructions and monitorsguest credit
· Analyses and approves discounts and rebates.
· Analyses the rate variance report to ensurerooms revenue control
· Takes action with the Property ManagementSystems (PMS) in emergency situation.
· Fully conversant with all hotel emergency procedures.
· Ensures front line staff comply with FITMarketing techniques and maximize sales.