Guest Service Manager宾客服务经理

Majorly focuses in lobby, supports Front Desk, ServiceCenter, Executive Floor and Concierge during daily operation，also assists the management team in the daily managerialtasks for the Front Office, ensuring a seamless experience for the guest in allareas. Recognizes and maintains relationship with guests, also need solve guestcomplaint or request in a professional way.
宾客服务经理主要专注于大堂，同时为前台、总机、行政楼层和礼宾部的日常运营提供工作支持，并通过协助管理层完成部门日常管理工作来确保客人在所有区域内的体验。同时需要认知和维护与客人之间的关系，并以专业的方式处理客人的投诉或要求。
Primary Responsibilities 主要职责
Maintain and Manage the Daily LobbyOperations
维护和管理大堂日常运营
· Conductsdaily walk-through to ensure LQA standards are implemented and delivered to everyguest.
进行每日巡视以确保LQA在对客服务中被遵守和执行。
· Attends to referred and handles guestenquiries in a courteous and efficient manner and reports guest complaints orproblems to next level supervisor for necessary action and assure follow upwith guests.
主动关注并礼貌高效的处理客人的要求及投诉，需要时要向上一级主管汇报，并且确保及时跟进。
· Ensureloyalty/VIP procedures are being met or exceeded on a daily basis for allloyalty /VIP guests.
确保对所有忠实会员和贵宾都执行其相关接待程序和标准。
· Detailedhotel product knowledge, up-to-date with VIP arrivals & events within thehotel 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。
· Presence inthe lobby area all the time, support Front Desk or Concierge operation initiatively, and ensureboth colleagues and facilities/equipment are in good condition.
工作期间保持在大堂区域巡视，主动协助前台和礼宾部的日常运营，并确保所有同事和运营设备的工作状态良好。
· Ensure cleanliness, atmosphere and appearance of lobby and related areas.
确保大堂及相关区域的清洁、氛围和外观符合品牌标准。
· Check potential room revenue for any discrepancies and do necessarycorrections.
检查有可能产生的任何房费差异，并跟进解决。
· To take afull and accurate handover from the previous shift ensuring that all necessaryfollow-up is recorded and auctioned.
与上一个班次进行完整而准确的交接，以确保所有待跟进事项都被记录和解决。
· To ensurethat an accurate Service Center and Department guest logbook, providing awritten log of the day’s guest related issues, is maintained to report toGeneral Manager and Executive Team.
确保总机和部门日志的准确性，将当日发生的与客人相关的时间整理并记录，并将值班经理日志每日发送给总经理和行政团队。
· Adheres to promotethe health & safety policies to ensure a safe workenvironment. Knowledgeablefor all safety & emergency procedures, and act as key contact personnel ofEmergency Response Team during certain situation.
坚持并推行健康与安全政策，以确保安全的工作环境；熟悉掌握安全及紧急程序， 并在危机情况作为危机处置小组的主要联络人参与危机处理。
· Verifiesthat all information requested by the local police authorities are adhered toand prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
· Maintains all information security standards compliance of FrontOffice at 100%.
确保所有信息安全标准被百分之百的执行。
· Maintains ‘Safe Food & Hygiene Standards’ are implemented withinFront Office at 100%.
确保《食品安全与卫生标准》被百分之百的执行。
· The management reserves the right to change / extend this jobdescription if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
· Carries out any other reasonable duties and responsibilities asassigned.
完成任何其他合理的职责和被指派的职责。
Provide Guests’ Experiences that ExceedGuests’ Expectations
为客人带来超越期待的入住体验
· Seeks feedback on guest satisfaction and resolves problems in accordancewith our Mission Statement and philosophy of talent empowerment.
寻求客人满意度反馈，并根据我们的使命宣言和人才赋权的理念来解决问题。
· Coordinatethe Arrival, Stay and Departure experience for all loyalty/VIP guests to ensurea seamless experience.
为所有忠诚会员和贵宾提供完美无瑕的到店、居住和离店体验。
· Involvementin the arrival, rooming, and departure of key/VIP guests.
亲自负责贵宾的入住、房间介绍以及离店。
· Be recognize with frequent guest and provide individually welcoming.
认知常住客人并提供个性化的欢迎。
· Anticipate guests’ needs, collects guests preferences, and ensure theneeds and preferences will be met during current stay and future stays.
预知客人需求，收集客人喜好，并确保这些需求和喜好在客人入住期间会被一直满足。
· Fullutilization of all kinds of systems to embrace guest experience.
充分利用各类酒店管理系统和软件以提高宾客体验。
· Accuracy inlink of reservations requirement to room allocation/guest needs.
根据预订信息准确地为客人安排房间及满足合理需求。
· Liaisonbetween Front Office departments and rest of hotel effective for guestexperience.
在前厅部与酒店其他部门之间有效的沟通来提高宾客体验。
· Focuses onthe stay experience for LCAH members.
致力于提升雅高乐雅会会员的入住体验。
Supervision of Departmental Daily Operation
监督部门日常运营
Conducts daily pre-shift briefings to talents on room occupancy, arrival and departures, functions/ event and special attention that is needed.
组织每天所在班次的例会，宣布每天的住房率、到店客人、离店客人、发生的各种事件或活动以及需要特别注意的事件。
· Responsible for guide the Front Desk team to complete daily up-sellingand LCAH member enrollment target.
负责指导前台团队完成前台房间销售升级和雅高乐雅会会员招募计划的每日目标。
· Ensures that all Front office Policies and Procedures are adhered followup by every section.
确保前厅部各分部门都严格执行各项政策与程序。
· Accomplish a set of administrative duties such as attending meeting,writing reports and other specific duties related to the job function.
完成出席会议、撰写报告以及与工作职能有关的其他职责的一整套行政职责。
· Ensure allaccounting procedures are adhered to throughout the department.
确保所有财务制度在部门内被严格执行。
· Ensuresclear communication within departments.
确保部门内的沟通顺畅。
· Carry outdisciplinary actions in line with hotel procedures.
按照酒店规章制度对不合适的行为采取相应措施。
Involvement in Wider JobFunction Actions/Relationships
进一步拓展工作职能
· Coordinates management of the Front Desk, Executive Floor, Concierge andService Center to ensure a smooth operation and the highest level of guestsatisfaction.
协调前台、行政楼层、礼宾部和总机等部门的工作，以确保运营顺畅及客人满意度。
· Communicatesthrough pre-shift, logs, emails and departmental operational meetings allpertinent information for the respective shift and areas of operation.
通过交班会、日志、电子邮件和部门运营会议等形式，为各个班次和运营提供相关信息。
· UnderstandsSOP and PNP of other operation departments to oversee the hotel operation during absence of hotel management team.
理解并掌握其他运营部门的操作程序与规章制度以便在酒店管理层不在的情况下监督其他部门的运营。
· Develop ownknowledge and skills as a contributing member of the Front Office management team.
发展个人的知识与技能成为前厅部管理团队的一员。
MainComplexity/Critical Issues In The Job主要复杂/关键工作事项
· Well patrol lobby, monitor all servicein lobby within standard and polite way.
良好管理大堂区域，确保所有服务按照服务标准并礼貌有序。
· Master all emergency procedures andwell handle crisis management.
掌握各种应急程序，有效进行各种危机处理。
· Management of the guest service experience / personalization.
确保个性化服务以提升客人体验。
· Professioal tohandle guest complaints and record.
专业的处理宾客投诉并记录汇报。
· Maintain the close relationship with guest and ensure the guest is satisfy consistently.
维护与客人之间亲近的关系，确保客人始终如一的满意。
· Ensures high standards of personalpresentation & grooming.
确保始终都有高标准的个人形象和仪容仪表。
· Ensure wherever possible that colleagues are provided with a work placefree of discrimination, harassment and victimization.
确保提供给同事们一个没有歧视、骚扰和危险的工作环境。