Guest Service Manager Hoteleria

job overview

Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition

管理本班的前台工作确保客人得到快速的，专业的服务和个人的关注

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 therest

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 华邑®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

Duties and Responsibilities

Reports directly to and communicates 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 VIPs and IHG rewards 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 cleanliness

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 report 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 Systems (PMS) in emergency situation

在紧急情况下使用酒店管理系统（PMS）

Fully conversant with all 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 and maximize sales

确保一线员工遵从散客市场技巧并最大化的进行销售

Works with Superior and Human Resources on manpower planning and management needs

与上级领导和人力资源部一起进行人力规划和管理需求

Works with Superior and Director of Finance in the preparation and management of the Department’s budget

与上级领导和财务总监一起编制和管理部门预算

#J-18808-Ljbffr