Guest Services Manager宾客服务经理

【岗位职责】
1、全面负责酒店前厅部的日常运营管理工作，确保宾客接待、入住登记、退房结账等流程高效顺畅
2、监督并指导前台员工提供优质的客户服务，及时处理宾客投诉及特殊需求，提升宾客满意度
3、制定并优化前厅服务标准和工作流程，定期对员工进行服务技能和礼仪培训
4、协调客房、餐饮等部门，确保跨部门协作顺畅，提升整体服务品质
5、负责前厅部排班、考勤及绩效管理，合理控制人力成本
6、分析宾客反馈数据，定期提交运营报告并提出改进建议
1. Fully responsible for the daily operational management of the hotel's front office, ensuring that guest reception, check-in, and check-out processes are efficient and smooth.
2. Supervise and guide front desk staff to provide high-quality customer service, promptly handle guest complaints and special requests, and enhance guest satisfaction.
3. Develop and optimize front office service standards and workflows, and regularly conduct training for staff on service skills and etiquette.
4. Coordinate with housekeeping, F&B, and other departments to ensure smooth cross-departmental collaboration and improve overall service quality.
5. Responsible for front office scheduling, attendance, and performance management, while reasonably controlling labor costs.
6. Analyze guest feedback data, regularly submit operational reports, and provide improvement recommendations.
【岗位要求】
1、具备优秀的客户服务意识和沟通协调能力，能够妥善处理各类突发事件
2、有较强的团队管理能力，能够有效激励和带领团队达成目标
3、有华住酒店工作经验优先
4、工作细致认真，具备较强的问题解决能力和抗压能力
5、普通话流利，具备良好的英语沟通能力者优先
6、可适应倒班工作制
1. Possess excellent customer service awareness and communication coordination skills, capable of properly handling various emergencies.
2. Have strong team management abilities, able to effectively motivate and lead the team to achieve goals.
3. Experience working in Huazhu Hotels is preferred.
4. Work meticulously and conscientiously, with strong problem-solving abilities and stress resistance.
5. Fluent in Mandarin, proficiency in English communication is a plus.
6. Able to adapt to shift work.