宾客服务经理

o Reports directly to and communicates with the FOMr on all pertinent matters affecting guest service and hotel operations.
直接向前厅经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。
o Provides functional assistance and direction to all departments.
向所有部门提供功能性支持和指导。
o Cooperates, coordinates and communicates with other hotel departments as required.
按需要与酒店其它部门进行合作、协调和沟通。
o Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。
o Responds to guest needs and resolves related problems
就客人的需求做出反应并解决相关问题。
o Manage and supervise all tasks of his/her staff o ensure guests receive prompt, cordial attention and personal recognition
监督管理所有的员工,以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现客人满意度。
o Supports and assists Front Office personnel and all departments at peak periods.
在高峰期向前厅部工作人员和其它所有部门提供支持和协助。
o Ensures VIPs and priority club guests receive special attention
保证贵宾和优悦会会员受到特别关照。
o Arrange amenities and coordinate delivery time of amenities to VIP with Room Service, ensuring timely delivery.
为VIP客人安排房间礼品并于送餐部协调送达时间并确保及时送达。
o Inspects front of house and back of house regularly for cleanliness.
定期检查一线各部门和二线各部门的清洁状况。
o Assists Guest Relations in greeting, rooming, and sending off VIP guests.
协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行。
o Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security when necessary.
能够及时意识到行为不良并不受欢迎的人员并将他们请出酒店，必要时联系保安部协助。
o Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
监督员工的行为、制服穿着、卫生和外表形象。
o Provides input for Front Office meetings.
为前厅部会议提供信息。
o Promotes inter-hotel sales and in-house facilities.
促进店际销售及推销酒店内的设施。
o Checks billing instructions and monitors guest credit
检查结帐说明并监督客人信用情况。
o Analyses and approves discounts and rebates.
分析和批准打折相关事宜。
o Analyses the rate variance report to ensure rooms revenue control
分析房价差异报告以保证控制客房收入。
o Takes action with the Property Management Systems (PMS) in emergency situation.
在紧急情况下使用酒店管理系统（PMS）。
o Fully conversant with all hotel emergency procedures.
熟知酒店紧急情况所有处理程序。
o Ensures front line staff complies with FIT marketing techniques and maximize sales.
确保一线员工遵从散客市场技巧并进行销售。
o Perform related duties and special projects assigned by FOM/AFOM
执行有关联的职责并完成前厅部经理分派的任务。