宾客服务经理 Guest Services Manager

DUTIES AND RESPONSIBILITIES工作职责

· Reports directly to and communicates with the Front Office Manager or Assistant Front Office Manager on all pertinent matters affecting guest service and hotel operations.
· 直接向前厅部经理或前厅部副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。
· Provides functional assistance and direction to all departments.
· 向所有部门提供功能性支持和指导。
· 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。
· 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。
· 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。
· Supervises and directs Reception and Reservations personnel.
· 对接待部和预订部工作人员进行监督和指导。
· 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。
· Fully conversant with all hotel emergency procedures.
· 熟知酒店紧急情况所有处理程序。
· Ensures VIPs and IHG Rewards Club guests receive special attention
· 保证贵宾和IHG优悦会会员受到特别关照。
· 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。
· 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。

Required Skills –技能要求
•Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
•拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
•Good writing skills
•具有良好写作技能
•Proficient in the use of Microsoft Office and Front Office System
•熟练使用微软办公软件和前台系统
•Problem solving and organizational abilities
•具有解决问题和组织能力

Qualifications –学历
•Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
•具有酒店行政管理，酒店管理或相关的学士学位或大专水平。
Experience –经验
•2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
•拥有 2 年前厅或宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。