Guest Service Manager 宾客服务经理

The Role 岗位职责：
1. Be thoroughly familiar with hotel policies, room rates, service standards, and all confidential matters. Master restaurant and facility operating hours, promotions, and local cultural and entertainment information.
熟悉酒店政策、房价、服务标准及所有保密内容。掌握餐厅、设施营业时间、促销活动及当地文化与娱乐信息。
2. Memorize guest preferences to personalize service. Greet, acknowledge, and bid farewell to all guests strictly according to established procedures to ensure consistent and professional service.
熟记宾客喜好，个性化服务。 严格按照标准程序接待、问候与送别宾客，确保服务一致性与专业性。
3. Conduct daily team briefings to clarify tasks and priorities. Accurately record meeting room schedules, monitor room status in real-time, and follow up on check-in/check-out processes.
召开每日团队简会，明确任务与重点。 准确记录会议室活动安排，实时监控房态，跟进入住与离店流程。
4. Operate hotel systems properly, answer calls using standard greetings. Provide accurate information about the hotel and local area to guests and colleagues.
规范操作酒店系统，使用标准话术接听电话。为宾客与同事提供准确无误的酒店及本地信息。
5. Familiarize with operational status before shift; complete and sign off all reports after shift. Provide clear handover of important matters to the next shift and ensure the Night Audit process runs smoothly.
班次前了解运营状况，班次后完成并签署所有报告。 向下班次清晰交接重要事项，确保夜间审核流程顺利进行。
6. Regularly inspect the lobby and public areas, ensure smooth driveway traffic. Review the Rate Variance Report, report and address any irregularities promptly.
定期巡查大堂及公共区域，确保车道畅通。审核房价差异报告，及时上报并处理异常情况。
7. Respond to guest needs promptly with a friendly and professional manner. Follow up on complaints systematically until resolution, ensuring guest satisfaction.
以友好、专业的态度及时响应宾客需求。系统化跟进投诉直至解决，确保宾客满意。
8. Authorize relevant pay-outs and rebates within management limits. Be familiar with emergency procedures, prioritize the safety of guests and teammates, and assist in handling emergencies.
在管理权限内审批相关支出与减免。熟悉应急程序，优先保障宾客与伙伴安全，协助处理紧急事件。
9. Maintain positive inter-departmental working relationships and communicate clearly and professionally. Listen and respond to teammate feedback, and supervise the maintenance of equipment and environment in relevant areas.
维护积极的部门间工作关系，清晰、专业地传达信息。关注并回应伙伴反馈，督导相关工作区域的设备与环境维护。
10. Consider the protection of the hotel's reputation and assets as the primary concern in all actions. Contribute to the achievement of the hotel's operational and financial goals through effective management.
所有行动以维护酒店声誉与资产为首要考虑。通过有效运营管理，助力实现酒店的经营与财务目标。
Talent Profile 能力&技能需求：
College degree and Above.
大专学历以上。
Acquire working experience in hotel/resort (preferably luxury brands).
拥有酒店工作经验(特别是奢华品牌的酒店)。
Able to communicate in Mandarin or English fluently.
能够流畅的使用普通话或英语进行对话。
Having good communication skills.
良好的沟通能力。
Able to operate basic computer skills.
应用基本电脑系统。