宾客服务经理

· Lead, train, and mentor the front - desk staff. Conduct regular team meetings to communicate hotel policies, service standards, and performance expectations. Provide on - the - job training to improve employees' service skills and product knowledge.
领导、培训和指导前台员工。定期召开团队会议，传达酒店政策、服务标准和绩效期望。提供在职培训，以提高员工的服务技能和产品知识。
· Evaluate the performance of front - desk employees. Set clear performance goals, conduct regular performance appraisals, and provide constructive feedback and coaching to help employees grow and develop.
评估前台员工的工作表现。设定明确的绩效目标，定期进行绩效评估，并提供建设性的反馈和指导，帮助员工成长和发展。
· Create and manage the front - desk work schedule. Ensure proper staffing levels during peak and off - peak periods to meet guest service needs while controlling labor costs.
制定并管理前台工作排班表。确保在高峰和低谷时段都有适当的人员配置，以满足宾客服务需求，同时控制人力成本。
· Ensure the front - desk team provides warm, professional, and efficient service. Greet guests with a smile, handle check - ins, check - outs, and room assignments promptly and accurately.
确保前台团队提供热情、专业和高效的服务。微笑迎接客人，及时准确地处理入住登记、退房结账和房间分配。
· Resolve guest complaints and issues in a timely and satisfactory manner. Listen attentively to guests' concerns, take appropriate actions to address problems, and follow up to ensure guest satisfaction.
及时、妥善地解决宾客投诉和问题。认真倾听客人的诉求，采取适当措施解决问题，并跟进以确保客人满意。
· Anticipate guest needs and provide personalized service. Offer recommendations on hotel facilities, local attractions, and dining options to enhance the guest experience.
预判客人需求并提供个性化服务。就酒店设施、当地景点和餐饮选择提供建议，以提升宾客体验。
· Oversee the front - desk operations, including reservation management, cash handling, and inventory control of front - desk supplies. Ensure all transactions are processed accurately and in accordance with hotel policies.
监督前台运营，包括预订管理、现金处理以及前台物资的库存控制。确保所有交易都按照酒店政策准确处理。
· Coordinate with other hotel departments, such as housekeeping, sales, and maintenance. Provide timely information to ensure seamless service for guests.
与酒店其他部门，如客房部、销售部和工程部协调合作。及时提供信息，确保为客人提供无缝衔接的服务。
· Monitor and analyze front - desk operational data, such as check - in times, occupancy rates, and guest satisfaction scores. Use the data to identify areas for improvement and implement corresponding measures.
监测和分析前台运营数据，如入住时间、入住率和宾客满意度评分。利用这些数据确定改进领域并实施相应措施。
· Ensure compliance with hotel service standards and industry regulations. Regularly inspect the front - desk area to maintain a clean, organized, and professional appearance.
确保遵守酒店服务标准和行业法规。定期检查前台区域，保持整洁、有序和专业的形象。
· Participate in the development and improvement of front - desk service processes and procedures. Propose innovative ideas to enhance service quality and efficiency.
参与前台服务流程和程序的开发与改进。提出创新想法，以提高服务质量和效率。
· Possess a pleasant appearance and elegant demeanor, with dignified mannerisms, capable of presenting the company's professional and amiable image.
具备良好的外在形象，身高163cm以上，气质优雅大方，仪态端庄得体，能够展现公司专业、亲和的形象风貌。