宾客服务经理

MAJOR RESPONSIBILITIES 责任概要
Uphold Marriott brand standards, responsive to instructions of Front Office Manager. Role of Guest Service Manager will be to ensure requests and needs of all guests are accommodated, responsible for smooth operation of Front Office during shift, ensure complete guest and patron satisfaction. Guest Service manager will assist Front Office Manager with all aspects of departmental operations, making business decisions for unit in absence of thereof, taking into account the Hotel’s philosophies, standards and procedures. Guest Service Manager will ensure associate’s act at all times in a courteous, safe and efficient manner, in accordance with hotel policies and procedures, ensuring high level of service is maintained.
维护万豪品牌标准，向前厅部经理汇报。宾客服务经理须确保宾客的需求得到最大程度的满足。当班宾客服务经理确保当班次前厅部的顺利运营，保障宾客及员工的满意度。在前厅部经理不当班时，协助其对部门日常运营进行监督管理，确保当班次员工总是以礼貌、安全、有效的方式为宾客提供高标准的服务，保证所有操作符合酒店标准与流程。
Follow all company policies and procedures.
遵守所有公司政策和流程。
SPECIFIC DUTIES 工作任务
1. Reports directly and communicates with Front Office Manager on all pertinent matters affecting guest service and hotel operations.
在有关影响到对客人的服务及酒店运作的事件上，都上报前厅部经理并与之保持交流。
2. Follow up GXP Open Case and be responsible for MTD & YTD performance.
处理移动服务请求，始终关注年度和月度表现结果。
3. Be knowledgeable about all emergency plans and know how to act upon them, coordinate with LP or other department under any Emergency situation, handle on-site command and disposal in an early stage, timely report to hotel higher-level management personnel.
了解所有应急计划并知道如何采取行动。在紧急突发情况下和防损部或其它相关部门保持密切的协作并且在紧急突发情况的初期做好现场的指挥与处置，及时向酒店更高级别的管理人员实施汇报。
4. Cooperates, coordinates and communicates with other departments, provides functional assistance and direction to all departments.
保持与其他部门的合作及交流，为所有部门提供功能性帮助及指导。
5. Reacts to situations to ensure guests receive prompt attention and personal recognition throughout hotel, responds to guest needs and resolves related problems.
确保到酒店的宾客都受到及时关注，对宾客需求作出反映，解决相关问题。
6. Supports and assists Front Office all departments at peak periods.
在高峰时期，协助前厅部所有部门工作。
7. Assists Loyalty Manager in greeting, rooming and sending off VIP guests.
协助忠诚客户经理迎接宾客，安排宾客到房间并送贵宾离开。
8. Organize Front Office daily briefing according to R meeting standard, ensure employees grooming, personal appearance, behavior always meet standard.
组织每日前厅部例会，确保员工的仪容仪表、个人形象、言行举止始终符合酒店标准。
9. Investigates any room discrepancies.
调查房态差异。
10. Ensures front line staff complies with FIT marketing techniques and maximize sales, promotes inter-hotel sales and in-house facilities. analyses and approves discounts and rebates.
确保一线员工掌握销售技巧，促进酒店内房间及设施的销售，分析并批准折扣/扣减。
11. Assist teams when manager absence, to make sure staff always provide best service.
在前厅各分部门经理不在的时候要负责督导员工的工作确认他们会为宾客提供完善的服务。
12. Double check P.S.B procedure, especially foreign guests' passports and Exit-Entry Permit for Travelling to and from Hong Kong and Macao.
复查宾客登记信息程序，特别是外宾护照和港澳通行证。
13. Inspects front of house and back of house regularly for cleanliness.
定期检查酒店前后区域的清洁。
14. Perform other duties as maybe assigned by manager.
完成上级布置的其他工作。