Guest Service Manager 宾客服务经理

【Job Responsibilities 岗位职责】
Manage full daily operations of the Guest Service Department, delivering consistent high-standard guest service throughout guest arrival, stay and departure procedures.
全面负责宾客服务部日常运营工作，保障宾客从抵店、入住到离店全流程享受高品质服务。
Supervise daily workflows of front office, concierge and guest relations teams. Resolve guest complaints and on-site emergencies to maximize guest satisfaction.
督导前台、礼宾及宾客关系团队的日常工作流程，妥善处理宾客投诉及各类突发状况，持续提升宾客满意度。
Conduct cross-department coordination to ensure smooth operation of room allocation, F&B reservations, conference services and other related services.
对接协调酒店各部门，保障客房安排、餐饮预订、会议服务等各项工作高效衔接、有序开展。
Review and analyze guest feedback regularly, develop and execute service improvement initiatives, and uphold the hotel’s brand reputation and service standards.
定期梳理、分析宾客反馈数据，制定并落地服务优化方案，维护酒店服务品质与品牌形象。
Monitor staff grooming, service etiquette and standard compliance. Organize on-the-job training to enhance overall team service performance and professionalism.
监督员工仪容仪表、服务规范的落地执行，组织开展岗位培训，全面提升团队业务能力与专业素养。
Maintain lobby order and service quality, and participate in VIP receptions and on-site support for key hotel events.
协助维护大堂区域秩序与服务氛围，负责VIP宾客接待及酒店重大活动的服务保障工作。
Job Requirements 岗位要求
No degree requirement. Solid working experience in hotel guest service or front desk supervisory role is mandatory.
学历不限，具备酒店宾客服务、前台主管相关岗位工作经验。
Proficient in front office operation procedures and skilled in operating hotel management systems such as OPERA.
精通前厅全套运营流程，熟练操作OPERA等酒店管理系统。
Possess excellent communication, coordination and emergency response capabilities, able to handle guest affairs fluently in both Chinese and English.
具备优秀的沟通协调及应急应变能力，可熟练使用中英文处理宾客各类事务。
Presentable appearance with acute service awareness, able to work under high pressure and accept shift work arrangements.
形象气质良好，服务意识敏锐，能够适应高强度工作及轮班制度。
Outstanding team management skills; candidates with experience leading a team of more than 5 members are preferred.
具备优秀的团队管理能力，有5人及以上团队管理经验者优先。