宾客服务主管 Guest Services Supervisor

• Responsible for the operational efficiency of all front desk areas during shift and the service delivery of this areas.  Provide timely and professional check-in/check-out services in accordance with established scripting and standards
• 负责管理所有前台的运营效率和服务工作。根据既定的标准提供及时和专业的入住和退房等服务

At HUALUXE®, we want our guests to feel accomplished and respected.  To help them we need you to offer intuitive Chinese hospitality and:

• Show Chinese Etiquette – by greeting our guests by extending the spirit of our signature welcome and indulge them in Chinese hospitality by being humble and discreet in observing Chinese protocol
• Respect and Recognize – We respect and recognize guests no matter who they are and adapt to guest preferences making them feel a cut above the rest
• Help Accomplish – by fully understanding our guests’ business and social engagement needs, and take pro-active action to exceed their expectations by efficient and accurate services

在華邑®酒店，我们让我们的客人感到事业通达，尊重认同。为了达到这个目标，我们需要你提供知礼尊客的中华待客之道，同时还要：

• 尽显中华礼仪 –向客人展示我们标志性的欢迎礼，并用谦恭得体的中华待客之道来款待我们的客人
• 表达尊重认同 – 我们尊重、认知每一位客人，我们记录客人的偏好，通过个性化的服务客人的尊贵身份
• 协力成就事业 – 悉心洞察、领会客人商务及社交的不同需求，先行一步，力求以准确高效、超越客人期望的服务，帮助客人达成目标

• Conducts shift briefings to ensure hotel activities and operational requirements are known 
• 进行有效的交接班简报工作，以明确酒店活动和运营要求
• Supervise front desk operations during assigned shift including:
• 在当班期间监督前台运营情况，包括：
• Maintenance of guest information
• 维护客户信息
• Maintenance of information about local events
• 维护当地活动的信息
• Compile occupancy statistics
• 统计入住情况
• Supervise group bookings
• 监督团队预订情况
• Assisting with serious complaints
• 协助解决严重投诉问题
• Supervise cashiering activities during shift including:
• 在当班期间监督收银的活动，包括：
• Cash handling and banking procedure
• 现金处理和银行业务程序
• Dealing with irregular payments
• 处理非正常的付款情况
• Instructing staff in credit policies and facilities
• 就信用政策和设备对员工进行指导培训
• Instructing staff in cash security procedures
• 就现金安全程序对员工进行指导
• Carry out debtor control
• 实施应收帐款控制
• Prepare reports
• 准备财务报告
• Supervise the cashiering system
• 对收银系统实施监管
• Works with Superior on manpower planning and management needs
• 与上级领导一起进行人力规划和管理需求的讨论