Guest Service Manager 宾客服务经理

MAJOR RESPONSIBILIES 责任概要:
To supervise the Front Office all unitsactivities during the shift and handle guest relations and requests. As well asdevelop new GSM, responsible for guest request,
当班时管理前厅部各岗位工作，并处理宾客关系和要求；回应客人的合理需求，发展新的宾客服务经理，品牌服务标准和客人投诉的分析。
SPECIFIC DUTIES 工作任务 :
1. Familiar with Front Office Standards and Procedures.
熟悉前厅部工作服务标准及操作程序
2. Responsible for entire activities of Guest Service Manager.
负责所有宾客服务经理的工作.
3. Responsible for Loyalty Program
负责忠实客人系统..
4. Responsible for Guest History and Profile.
负责客人更新客人历史资料工作
5. Responsible for Brand Standard Audit.
负责品牌服务标准.
6. Maintain good knowledge of all corporate programs.
保证良好的知识熟悉饭店相关的酒店計划
7. Develop new GSMs.
培养新的宾客服务经理.
8. Responsible for Guest Complain analysis and improvement system.
负责客人投诉的分析和提高工作。
9. Ensuring that monthly departmental goals are met.
保证完成每月的目标
10. Sharing information and hotel success amongst all departments on amonthly basis
各同事分享相关的数据.
11. Maintain a thorough knowledge of the room rates, discounts, packages,hotel facilities, special events, etc.
全面了解掌握酒店房价、折扣、包价、饭店设施及特别事件。
12. Maintain good knowledge of the Marriott Member program, ensuring correcthandling, prepares reports and actively participates in enrolling new members.
熟悉万豪会员计划，确保正确处理、准备相关报告并积极发展新会员。
13. Abide by theservice standards.
在工作中遵循对客服务标准
14. Abide by theHotel’s Policies and Procedures, Marriott Code of Business Conduct and thehotel’s Associate Handbook.
遵守饭店政策和程序，遵守万豪行为规范以及员工手册中的条款。
15. Maintain good working relations with all departments.
与所有部门保持良好的工作关系。
16. Work close with reception supervisor.
与前台主管保持密切合作。
17. Review arrival information on a daily basis; VIP, Marriott Member,Regular guests, Groups, special requests etc.
检查当日抵店客人信息，包括VIP贵宾、万豪会员、常住客、团队客人以及其他特别要求。
18. Conduct VIP room inspections with particular emphasis on cleanliness andstandard set up. Make sure the amenity was property set up.
负责检查贵宾房间，确保房间清洁并按照标准布置房间，确保欢迎备品送至房间。
19. Meet VIPs, Marriott Member, Regular guests and long staying guests uponarrival and ensures their allocated accommodation is satisfactory.
接待VIP贵宾、审批、万豪会员顾客、常住客和长住客，并确保他们满意入住。
20. Assist in handling claimed reservations and turn-away according topolicies and procedures.
按照政策和程序处理无法发现预订记录和饭店客满时婉拒客人入住的情况。
21. Carry out inspection of other hotel areas regularly, including lobbycleanness, lighting, background music and main entrance traffic.
负责检查酒店区域，包括大堂清洁，灯光，音乐以及正门车辆疏导。
22. Ensure that all associates comply with the grooming and uniformstandards.
确保员工仪容仪表符合酒店标准。
23. Checks discrepancies and out-of-order rooms, to ensure correct roomstatus at all times.
检查房态差异报告以及维修房状态，确保任何时间房态的准确性
24. Handling due out room.
处理预离房间
25. Conduct department briefing.
组织部门交班会
26. Assist in resolving accounting matters, disputes, missing back-ups etc
协助解决帐目问題、争议、丢失的备份等。
27. Represent Management in all guest related issues in the best possibleway.
以最好的方式代表饭店管理层处理与客人相关的一切事宜。
28. Handle guest requests and takes personal responsibility to ensure requestis met by following up with relevant departments.
处理客人要求并亲自协调相关部门，保证满足客人的合理要求
29. Ensure that guest complaints are properly logged and acted upon by tryingto avoid any guest leaving the hotel dissatisfied. Solicits assistance fromManagement if needed.
做好宾客投诉记录并采取措施避免宾客带着不满的情绪离开酒店。必要时从上级管理者寻求帮助。
30. Log all incidents of importance and guest comments in shift logbook forManagement.
在值班记录簿上记录所有重要事件和客人评论并上报上级管理者
31. Log security incidents and accidents in accordance with hotelrequirements.
依照饭店要求记录安全日志和事故记录。
32. Assist in investigating and resolving written guest complaints.
协助调查和解决客人的书面投拆。
33. Maintain effective guest relations, builds rapport and offer personalizedservice and assistance.
维持有效的对客关系，建立和谐关系并提供个性化服务和帮助。
34. Deliver high quality service to guests.
向客人提供优质服务。
35. Ensure guest needs and reasonable requests are met.
确保满足客人需求和合理要求。
36. Seek opportunities to continually improve guest service.
不断提高对客服务质量。
37. Take appropriate action to resolve guest complaints.
采取恰当方式处理客人投拆。
38. Assist Reception when required, help guest check in, check out, etc.
必要时协助前台接待工作，帮助客人登记入住，结帐离店等等。
39. Be responsible for night duties; carry out hotel night audit accordingprocedure.
负责饭店夜间值班，根据具体操作程序完成夜间审计工作。
40. Report to management on deficiencies and irregularities noted in theoperation.
向管理层汇报饭店管理运行过程中的不足和不合理之处。
41. Be alive to new ideas and system which could benefit the department andhotel.
积极思考，善于创新，提供有益部门和饭店发展的建议和系统
42. Sell the hotel and Marriott’s products and services using up-selling andsuggestive selling techniques.
使用增銷和启发性的销售技巧，销售饭店和万豪的产品与服务
43. Promote the hotel and Marriott Grand products and services.
促进酒店和万豪的产品与服务的销售。
44. Maintain a high level of product and service knowledge in order toexplain and sell services and facilities to guests.
熟悉产品和服务知识以便向客人介绍并销售服务和设施。
45. Be familiar with property safety, current first aid and fire emergencyprocedures.
熟悉坚持饭店安全紧急制度和处理程序。
46. Adhere to the hotels and emergency policies and procedures.
熟悉对财产安全、紧急救护和火警等处理程序。
47. Be knowledgeable of the hotel’s emergency procedures in regard to fire,bomb threat, evacuation, etc. as part of the Emergency Response Team.
作为酒店紧急行动队的一员，了解饭店关于火灾、空袭、恐吓、撤退等的紧急事件处理程序。
48. Responds immediately on medical requests and emergencies.
对医疗要求和紧急事件做出快速反应。
49. Assist other departments in resolving problems when Department headconcerned is not available.
当部门相关领导没空时协助其它部门解决问题。
50. Supervise work operations of the department.
管理协调部门各岗工作。
51. Be familiar with service standards and is guided in daily work by these.Monitors staff performance continuously in this respect.
熟悉服务标准并以此指导日常工作及监督员工表现。
52. Follow and submit daily checklists.
跟进及递交每日检查单
53. Resolve disputes.
解决争端。
54. Discipline staff when necessary.
约束员工遵守纪律。
55. Provide ongoing advice and support to staff under your supervision.
给予所辖员工不断的建议和支持。
56. Supervise staff performance.
指导员工工作表现。
57. Assist with staff training and development.
协助员工的培训和发展计划
58. Ensure a high level of cleaning is maintained in work area.
保持维护所在工作区域的高度整洁
59. Ensure all reporting and servicing deadlines are met on a timely basis.
确保所有报告和服务都按时完成
60. Attend the training and meeting as required.
按要求参加必要的培训及会议
61. Abide by theHotel’s Policies and Procedures, Marriott Code of Business Conduct and thehotel’s Associate Handbook.
遵守饭店的工作政策及程序，遵守万豪的商业行为规范以及员工手册中的条款
62. Carry out other tasks as directed by your Manager.
完成你上级交待的其它任务
63. Solve the guest room door SafetyLock system problem with Engineering together.
与工程部一起把客房电子门锁问题处理好
64. Make courtesy callwith Front Desk per shift.
协助前台回访客人，询问客人入住体验。
JOB SPECIFICATION职位要求 :
Profile of Competency
工作能力:
● Min. 5 years section manager working experience required in position.
至少五年以上分部门经理工作经验
● Good knowledge and very familiar with all front office area operation
掌握前厅部工作知识并且熟悉前厅各岗工作
● Good English language skill
良好的英语能力
● Good supervisory skill
良好的管理技能
● Good communication skill
良好的沟通技巧
● Be good at organize and problem solving.
良好的组织以及解决问题的能力
● Good finance knowledge
良好的财务知识
Language 语言能力:
● High proficiency in written, spoken and reading English.
高标准英语读、说、写能力。
● Good command in reading, writing and spoken Mandarin.
良好掌握国语读、写、沟通。
Education 教育:
● At List above University graduate
大学本科以上学历