宾客服务经理Guest Service Manager

岗位职责
Job Responsibilities
监督客户关系部工作人员，以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度
Supervise the customer relations department staff to ensure that guests are always treated with courtesy and full attention and attention, so as to achieve maximum guest satisfaction
您的日常工作
Daily Responsibilities
监督前台人员的工作，以确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照
Supervise the work of front desk staff to ensure that Youyue members always get full discounts and regular customers and other VIPs are also given special attention
在贵宾到达前对贵宾房进行检查
Check the VIP room before the VIP arrives
亲自迎接贵宾
Welcome VIP
对高效的常客客史档案系统维护实施监管
Supervise the maintenance of efficient customer history archives system
向优悦会会员和常客致欢迎信
Send a welcome letter to the members and regular customers
发展优悦会会员
Develop members
处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进
Handle customer complaints and submit them to relevant departments if necessary, and follow up on corrective actions
对客户关系部的成本情况进行编写、分析和控制
Prepare, analyze and control the cost situation of the customer relationship department
计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量
Participate in and plan regular cocktail parties and social events with VIPs and guests to further enhance the quality of service
查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请
Check the guest orders, check the room allocation for guests and VIPs, check the facilities and special requests
评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取直接的纠正措施
Assess the appearance, discipline and productivity of all employees and directly supervise them. Take direct corrective actions if necessary
组织和召开前台人员会议，以加强交流和保证业务的顺利进行
Organize and hold front desk staff meetings to enhance communication and ensure smooth business
在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为前台员工准备高效的工作计划，安排节日和假日
Prepare efficient work plans for front desk staff and arrange holidays and holidays based on hotel occupancy and forecasts, as well as large group activities, especially in the case of early or late arrival and departure
我们对您的要求：
Job Requirements
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
Bachelor's degree or college level in hotel administration, hotel management or related
拥有至少2年前厅或宾客服务工作经验，包括在相似规模和复杂程度的酒店的管理经验，或与此相当的教育和相关工作经验结合的背景
At least 2 years front office or hospitality service experience, including management experience in a hotel of similar size and complexity, or equivalent educational and relevant work experience