宾客关系经理 Guest Service Manager

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Reports directly to and communicates with the
Front Office Manager on all pertinent matters affecting guest service and hotel
operations.
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Provides functional assistance and direction
to all departments
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Cooperates, coordinates and communicates with
other hotel departments as required.
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Reacts to situations to ensure guests receive
prompt attention and personal recognition throughout the hotel
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Ensure that on-going pertinent/relevant
logbook communication to other shift is maintained and brief incoming Guest
Service Manager on items to be followed up
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Maintain daily an accurate record in the
Guest Service Manager’s logbook of items and incidents which may be of concern
to management and/or which may require further attention
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Responds to guest needs and resolves related
problems
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Supervises and directs Reception personnel
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Supports and assists Front Office personnel and all departments at peak periods
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Ensures VIPs and priority club guests receive
special attention
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Assist as required/requested with the solving
of any guest complaints/upsets and make record on logbook accordingly. Ensure
all issues relating to guest satisfaction are met and that follow up is
completed on a timely basis. Effectively handle and resolve guests complaints
and seek help if needed
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Inspects front of house and back of house
regularly for cleanliness
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Assists Guest Relations in greeting, rooming,
and sending off VIP guests
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Ensure constantly aware of and up to date
with all happenings and operations within the hotel and ensure to have an
obvious presence throughout the hotel public area whilst on duty
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Responsible for ensuring clear and constant communication
lines are kept with all staffs and other departments
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Monitors appropriate standards of conduct,
uniform, hygiene, and appearance of staff.
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Provides input for Front Office meetings.
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Ensure to be completely aware of all hotel
services and facilities, outlet operating hours and scope of services. Promotes
inter-hotel sales and in-house facilities.
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Have a complete knowledge of standard
operating procedures and performance standard by task of Guest
Service/Reception or CPC Floor/Telephone & Business Centre
Service/Concierge
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Checks billing instructions and monitors
guest credit
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Analyses and approves discounts and rebates.
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Analyses the rate variance report to ensure
rooms revenue control
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Takes action with the Property Management
Systems (PMS) in emergency situation.
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Fully conversant with all hotel emergency procedures.
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Ensures front line staff comply with FIT
Marketing techniques and maximize sales.