Guest Service Manager 宾客服务经理

FINANCIAL RETURNS财务回报

· Promotes inter-hotel sales and in-house facilities. Ensures front line staff complies with FIT marketing techniques and maximize sales.促进酒店内房间及设施的销售, 确保一线员工掌握销售技巧，尽量提高销售

· Analyses and approves discounts and rebates.分析并批准折扣/扣减

· Analyses the rate variance report to ensure rooms revenue control分析房费差异报告，对房间的收入进行控制

· Controls and monitors departmental costs on an ongoing basis to ensure performance against budget控制及管理部门花费，确保达到预算

· Works with superior in the preparation and management of the department’s budget.与上级合作，准备及管理部门账目

PEOPLE员工团队

· Reports directly to and communicates with the 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

· Provides functional assistance and direction to all departments.为所有部门提供功能性帮助及指导

· Cooperates, coordinates and communicates with other hotel departments as required.按照要求，保持与其他部门的合作及交流

· Supports and assists Front Office personnel and all departments at peak periods.在高峰时期，协助前厅部工作人员及所有部门工作

· Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.对员工的行为、穿着、个人卫生进行监督

GUEST EXPERIENCE宾客体验

· Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel确保到酒店的客人都受到及时关注

· Responds to guest needs and resolves related problems对客人需求作出反映，解决相关问题

· Prepare welcome cards with General Manager Signature for VIPs and IHG® Rewards Club guests, ensures them receive special attention.为重要客人和 IHG® Rewards Club优悦会员准备有总经理签名的欢迎卡，确保他们都受到特别关注

· Assists Guest Relations in greeting, rooming, and sending off VIP guests.协助客户关系主任，迎接客人，安排客人到房间并送重要客人离开

· Checks billing instructions and monitors guest credit查看账单，关注客人信誉度

RESPONSIBLE BUSINESS企业责任

· Inspects front of house and back of house regularly for cleanliness.定期检查酒店前后区域的清洁

· Coordinate with Security under any Emergency situation, being a part of Emergency Fire Team 在安全紧急情况下和安保部保持良好的协作关系并且能成为紧急消防团队中的一员

· Checks and Assistant the P.S.B procedure查看和协助宾客登记信息程序

· Perform other duties as assigned .Takes action with the Property Management Systems (PMS) in emergency situation.完成其他分配的工作任务,在紧急情况时，对酒店管理系统采取措施

· Fully conversant with all hotel emergency procedures.熟悉酒店在紧急情况发生时的对应措施

ACCOUNTABILITY责任范围

Assist FOM to manage and monitor the operation Front desk\Concierge\Guest service centre\ Business centre\Club Intercontinental lounge, ensure every section under smoothly operation. Meanwhile organize the department training.协助前厅部经理管理并监督前台、礼宾部、宾客关系中心、商务中心、洲际俱乐部酒廊日常运营情况，并组织相关培训，确保前厅部正常运营。

Have related working experience, College degree or above有一定相关职位 工作经验，大专及以上学历；

Have certain ability of English-speaking, listening ,writing and reading英语有一定听、说、读、写能力；

Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same证明了解职业健康及安全责任政策及程序，确保安全操作所有的程序，并确保直接报告也是一样。

Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures了解职责相关内容，维护职业法，健康安全法。

Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly熟悉财产安全，急救，火灾、紧急事件发生时的补救措施，设备的安全操作。

Initiate action to correct a hazardous situation and notify supervisors of potential dangers实施行动对危险情况进行纠正，通报潜在的危险

Log security incidents and accidents in accordance with hotel requirement按照酒店要求记录安全事件及意外事故