宾客服务经理

job overview   职位概述

At Crowne Plaza^®, we want our guests to feel able to do their best, achieve their goals and be recognized for their success.  To help them we need you to stay One Step Ahead and:

• Create confidence – by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’ pace in all you do.
• Encourage success – by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important; and offering thoughtful choices to help them feel restored and balanced.

· Make it happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.

在皇冠假日^®酒店，我们希望感觉自己可以做到最好，能够达成他们的目标并因他们的成就而受到认可赞赏。为了帮助他们，我们需要您先行一步，用心服务并：

• 建立信任 – 成为您所在领域的专家；言行得体，随机应变，应宾客的需求提供量身定做式的服务。
• 鼓舞成就 – 尊重和了解宾客的需求和他们追求的目标，认可赞赏他们，确保宾客得到尊重和重视，并体验到他们的非凡地位。提供周详方案，令宾客轻松无忧。

· 梦想成真 – 观察预见宾客的要求和潜在需求，主动负责地达成宾客所需。善用资源，团队协作，尽力协助宾客获得成功。

Duties and Responsibilities   工作职责

Report directly and communicate with the Front Office Manager on all pertinent matters affecting guest

· service and hotel operations.

· 直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。

· Provides functional assistance and direction to all departments.

· 向所有部门提供功能性支持和指导。

· Cooperates, coordinates and communicates with other hotel departments as required.

· 按需要与酒店其它部门进行合作、协调和沟通。

· Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the

· Hotel.

· 对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。

· Responds to guest needs and resolves related problems.

· 就客人的需求做出反应并解决相关问题。

· Supervises and directs Reception and Reservations personnel.

· 对接待部和预订部工作人员进行监督和指导。

· Supports and assists Front office personnel and all departments at peak periods.

· 在高峰期向前厅部工作人员和其它所有部门提供支持和协助。

· Ensures VlPS and priority club guests receive special attention.

· 保证贵宾和优悦会会员受到特别关照。

· Inspects front of house and back of house regularly for cleanness.

· 定期检查一线各部门和二线各部门的清洁状况。

· Assists Guest Relations in greeting, rooming, and sending off VIP guests.

· 协助客户关系部门迎接贵宾,为其安排房间并在其离店时送行。

· Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

· 监督员工的行为、制服穿着、卫生和外表形象。

· Provides input for Front Office meetings.

· 为前厅部会议提供信息 。

· Promotes inter hotel sales and in-house facilities.

· 促进店际销售及推销酒店内的设施。

· Checks billing instructions and monitors guest credit.

· 检查结帐说明并监督客人信用情况。

· Analyses and approves discounts and rebates.

· 分析和批准打折相关事宜。

· Analyses the rate variance reports to ensure rooms revenue control.

· 分析房价差异报告以保证控制客房收入。

· Takes action with the Property Management system (PMs) in emergency situation.

· 在紧急情况下使用酒店管理系统 (PMS)。

· Fully conversant with hotel emergency procedures.

· 熟知酒店紧急情况所有处理程序。

· Ensures front line staff complies with FIT marketing techniques maximize sales

QUALIFICATIONS AND REQUIREMENTS任职要求

Required Skills –

技能要求

· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

· 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。

· Good writing skills

· 具有良好写作技能

· Proficient in the use of Microsoft Office

· 熟练使用微软办公软件

· Problem solving, reasoning, motivating, organizational and training abilities

· 具有解决问题，推理，号召，组织和培训能力

学历

· Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

· 酒店管理，酒店管理或相关专业的大专学历或专业证书

经历

· 2 year experience in Front Office guest services or related discipline including supervisory experience, or

an equivalent combination of education and experience.

· 拥有 2年前厅或宾客服务工作经验,包括管理经验,或与此相当的教育和相关工作经验结合的背景。