Guest Service Manager 宾客服务经理

Job description
1. **Guest Relations Management**
- Ensure exceptional guest experiences by overseeing all aspects of guest services, from check-in to check-out.
- Handle guest complaints, requests, and emergencies promptly and professionally to maintain high satisfaction levels.
- Build rapport with VIP guests and repeat clients, offering personalized services.
2. **Team Leadership**
- Supervise, train, and motivate front desk, concierge, and bell staff to deliver consistent, high-quality service.
- Conduct regular performance evaluations and provide feedback to team members.
3. **Operational Excellence**
- Monitor daily operations, including room assignments, billing, and special arrangements (e.g., amenities, transportation).
- Ensure compliance with hotel policies, brand standards, and safety/security protocols.
- Collaborate with housekeeping, maintenance, and F&B departments to resolve guest issues.
4. **Problem Resolution**
- Address and resolve guest concerns efficiently, escalating critical issues to senior management when necessary.
- Implement corrective actions to prevent recurring service gaps.
5. **Administrative Duties**
- Analyze guest feedback (e.g., surveys, online reviews) and recommend service improvements.
- Prepare reports on guest service metrics, incidents, and operational performance.
- Assist in budgeting and inventory management for guest service supplies.
6. **Promotion of Service**
- Upsell hotel facilities (e.g., spa, dining, events) to enhance guest experience and revenue.
**Requirements**:
- Good English skills and paper work.
- Proven experience in guest service role.s (e.g.,