宾客服务经理

岗位概述

• Manage the activities of a front office shift ensuring that guests receive prompt, professional attention and persona recognition.
• 管理本班的前厅部工作确保客人得到快速的,专业的服务和个人的关注
• 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。
• 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。
• 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。
• Assists Guest Relations in greeting, rooming, and sending off VIP guests. 
• 协助宾客关系部门迎接贵宾,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。
• Fully conversant with hotel emergency procedures.
• 熟知酒店紧急情况所有处理程序。

学历

• Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
• 酒店行政管理，酒店管理或相关专业的大专学历或专业证书

经历

• 1 year experience in Front Office guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
• 拥有1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。