宾客服务中心经理Guest Service Center Manager

岗位职责：
1. 负责酒店宾客服务中心的日常运营，制定并优化各项服务流程、标准与应急预案；
Be responsible for the daily operation of the hotel guest service center, formulate and optimize various service processes, standards and emergency plans;
2. 监督服务标准执行，亲自处理复杂宾客咨询、投诉及突发事件，通过现场巡查与数据分析，持续提升宾客满意度，维护酒店声誉；
Supervise the implementation of service standards, personally handle complex guest inquiries, complaints and emergencies, and continuously improve guest satisfaction and maintain the hotel's reputation through on-site inspections and data analysis;
3. 负责审核相关报表，确保运营数据准确；管理部门物资、控制运营成本，并定期提交服务分析及改进报告。
Be responsible for reviewing relevant reports to ensure accurate operation data; manage departmental materials, control operation costs, and regularly submit service analysis and improvement reports.
任职要求：
1. 年龄28-40周岁，大专及以上学历，酒店管理或相关专业；
Aged 28-40, college degree or above, major in hotel management or related fields;
2. 拥有5年以上高星级酒店前厅或宾客服务经验，其中至少1年以上同岗位管理经验；
With more than 5 years of high-star hotel front office or guest service experience, including at least 1 year of management experience in the same position;
3. 具备出色的沟通协调能力、危机处理技巧和强烈的服务意识；
Possess excellent communication and coordination skills, crisis handling skills and a strong sense of service;
4. 精通酒店前台管理系统及办公软件，熟悉酒店各部门运作流程及服务标准；
Proficient in hotel front office management systems and office software, familiar with the operation processes and service standards of various hotel departments;
5. 具备良好的英语沟通能力，责任心强，注重细节，抗压能力突出。
Have good English communication skills, strong sense of responsibility, attention to details and outstanding pressure resistance.