Majorly focuses in lobby, supports Front Desk, ServiceCenter, Executive Floor and Concierge during daily operation，also assists the management team in the daily managerialtasks for the Front Office, ensuring a seamless experience for the guest in allareas. Recognizes and maintains relationship with guests, also need solve guestcomplaint or request in a professional way.??
賓客服務(wù)經(jīng)理主要專注于大堂，同時為前臺、總機、行政樓層和禮賓部的日常運營提供工作支持，并通過協(xié)助管理層完成部門日常管理工作來確保客人在所有區(qū)域內(nèi)的體驗。同時需要認(rèn)知和維護與客人之間的關(guān)系，并以專業(yè)的方式處理客人的投訴或要求。
Primary Responsibilities 主要職責(zé)
Maintain and Manage the Daily LobbyOperations
維護和管理大堂日常運營
·???????Conductsdaily walk-through to ensure LQA standards are implemented and delivered to everyguest.
進行每日巡視以確保LQA在對客服務(wù)中被遵守和執(zhí)行。
·???????Attends to referred and handles guestenquiries in a courteous and efficient manner and reports guest complaints orproblems to next level supervisor for necessary action and assure follow upwith guests.
主動關(guān)注并禮貌高效的處理客人的要求及投訴，需要時要向上一級主管匯報，并且確保及時跟進。
·???????Ensureloyalty/VIP procedures are being met or exceeded on a daily basis for allloyalty /VIP guests.
確保對所有忠實會員和貴賓都執(zhí)行其相關(guān)接待程序和標(biāo)準(zhǔn)。
·???????Detailedhotel product knowledge, up-to-date with VIP arrivals & events within thehotel and the destination.
明晰酒店產(chǎn)品知識，確保貴賓及活動信息的時效性和準(zhǔn)確性。
·???????Presence inthe lobby area all the time, support Front Desk or Concierge operation initiatively, and ensureboth colleagues and facilities/equipment are in good condition.
工作期間保持在大堂區(qū)域巡視，主動協(xié)助前臺和禮賓部的日常運營，并確保所有同事和運營設(shè)備的工作狀態(tài)良好。
·???????Ensure cleanliness, atmosphere and appearance of lobby and related areas.
確保大堂及相關(guān)區(qū)域的清潔、氛圍和外觀符合品牌標(biāo)準(zhǔn)。
·???????Check potential room revenue for any discrepancies and do necessarycorrections.
檢查有可能產(chǎn)生的任何房費差異，并跟進解決。
·???????To take afull and accurate handover from the previous shift ensuring that all necessaryfollow-up is recorded and auctioned.
與上一個班次進行完整而準(zhǔn)確的交接，以確保所有待跟進事項都被記錄和解決。
·???????To ensurethat an accurate Service Center and Department guest logbook, providing awritten log of the day’s guest related issues, is maintained to report toGeneral Manager and Executive Team.
確保總機和部門日志的準(zhǔn)確性，將當(dāng)日發(fā)生的與客人相關(guān)的時間整理并記錄，并將值班經(jīng)理日志每日發(fā)送給總經(jīng)理和行政團隊。
·???????Adheres to promotethe health & safety policies to ensure a safe workenvironment. ?Knowledgeablefor all safety & emergency procedures, and act as key contact personnel ofEmergency Response Team during certain situation.
堅持并推行健康與安全政策，以確保安全的工作環(huán)境；熟悉掌握安全及緊急程序， 并在危機情況作為危機處置小組的主要聯(lián)絡(luò)人參與危機處理。
·???????Verifiesthat all information requested by the local police authorities are adhered toand prepared accurately.
確保由當(dāng)?shù)貓?zhí)法部門所要求的全部事項都被嚴(yán)格遵守并實行。
·???????Maintains all information security standards compliance of FrontOffice at 100%.
確保所有信息安全標(biāo)準(zhǔn)被百分之百的執(zhí)行。
·???????Maintains ‘Safe Food & Hygiene Standards’ are implemented withinFront Office at 100%.
確保《食品安全與衛(wèi)生標(biāo)準(zhǔn)》被百分之百的執(zhí)行。
·???????The management reserves the right to change / extend this jobdescription if necessary at any point of time during her / his employment.
如有必要，該部門有權(quán)更改或補充該職位描述。
·???????Carries out any other reasonable duties and responsibilities asassigned.
完成任何其他合理的職責(zé)和被指派的職責(zé)。
Provide Guests’ Experiences that ExceedGuests’ Expectations
為客人帶來超越期待的入住體驗
·???????Seeks feedback on guest satisfaction and resolves problems in accordancewith our Mission Statement and philosophy of talent empowerment.
尋求客人滿意度反饋，并根據(jù)我們的使命宣言和人才賦權(quán)的理念來解決問題。
·???????Coordinatethe Arrival, Stay and Departure experience for all loyalty/VIP guests to ensurea seamless experience.
為所有忠誠會員和貴賓提供完美無瑕的到店、居住和離店體驗。
·???????Involvementin the arrival, rooming, and departure of key/VIP guests.
親自負(fù)責(zé)貴賓的入住、房間介紹以及離店。
·???????Be recognize with frequent guest and provide individually welcoming.
認(rèn)知常住客人并提供個性化的歡迎。
·???????Anticipate guests’ needs, collects guests preferences, and ensure theneeds and preferences will be met during current stay and future stays.
預(yù)知客人需求，收集客人喜好，并確保這些需求和喜好在客人入住期間會被一直滿足。
·???????Fullutilization of all kinds of systems to embrace guest experience.
充分利用各類酒店管理系統(tǒng)和軟件以提高賓客體驗。
·???????Accuracy inlink of reservations requirement to room allocation/guest needs.
根據(jù)預(yù)訂信息準(zhǔn)確地為客人安排房間及滿足合理需求。
·???????Liaisonbetween Front Office departments and rest of hotel effective for guestexperience.
在前廳部與酒店其他部門之間有效的溝通來提高賓客體驗。
·???????Focuses onthe stay experience for LCAH members.
致力于提升雅高樂雅會會員的入住體驗。
Supervision of Departmental Daily Operation
監(jiān)督部門日常運營
Conducts daily pre-shift
briefings to talents on room occupancy, arrival and departures, functions/
event and special attention that is needed.
組織每天所在班次的例會，宣布每天的住房率、到店客人、離店客人、發(fā)生的各種事件或活動以及需要特別注意的事件。
·???????Responsible for guide the Front Desk team to complete daily up-sellingand LCAH member enrollment target.
負(fù)責(zé)指導(dǎo)前臺團隊完成前臺房間銷售升級和雅高樂雅會會員招募計劃的每日目標(biāo)。
·???????Ensures that all Front office Policies and Procedures are adhered followup by every section.
確保前廳部各分部門都嚴(yán)格執(zhí)行各項政策與程序。
·????????Accomplish a set of administrative duties such as attending meeting,writing reports and other specific duties related to the job function.
完成出席會議、撰寫報告以及與工作職能有關(guān)的其他職責(zé)的一整套行政職責(zé)。
·???????Ensure allaccounting procedures are adhered to throughout the department.
確保所有財務(wù)制度在部門內(nèi)被嚴(yán)格執(zhí)行。
·???????Ensuresclear communication within departments.
確保部門內(nèi)的溝通順暢。
·???????Carry outdisciplinary actions in line with hotel procedures.
按照酒店規(guī)章制度對不合適的行為采取相應(yīng)措施。
Involvement in Wider JobFunction Actions/Relationships
進一步拓展工作職能
·???????Coordinates management of the Front Desk, Executive Floor, Concierge andService Center to ensure a smooth operation and the highest level of guestsatisfaction.
協(xié)調(diào)前臺、行政樓層、禮賓部和總機等部門的工作，以確保運營順暢及客人滿意度。
·???????Communicatesthrough pre-shift, logs, emails and departmental operational meetings allpertinent information for the respective shift and areas of operation.
通過交班會、日志、電子郵件和部門運營會議等形式，為各個班次和運營提供相關(guān)信息。
·???????UnderstandsSOP and PNP of other operation departments to oversee the hotel operation during absence of hotel management team.
理解并掌握其他運營部門的操作程序與規(guī)章制度以便在酒店管理層不在的情況下監(jiān)督其他部門的運營。
·???????Develop ownknowledge and skills as a contributing member of the Front Office management team.
發(fā)展個人的知識與技能成為前廳部管理團隊的一員。
MainComplexity/Critical Issues In The Job主要復(fù)雜/關(guān)鍵工作事項
·???????Well patrol lobby, monitor all servicein lobby within standard and polite way.
良好管理大堂區(qū)域，確保所有服務(wù)按照服務(wù)標(biāo)準(zhǔn)并禮貌有序。
·???????Master all emergency procedures andwell handle crisis management.
掌握各種應(yīng)急程序，有效進行各種危機處理。
·???????Management of the guest service experience / personalization.
確保個性化服務(wù)以提升客人體驗。
·???????Professioal tohandle guest complaints and record.
專業(yè)的處理賓客投訴并記錄匯報。
·???????Maintain the close relationship with guest and ensure the guest is satisfy consistently.
維護與客人之間親近的關(guān)系，確保客人始終如一的滿意。
·???????Ensures high standards of personalpresentation & grooming.
確保始終都有高標(biāo)準(zhǔn)的個人形象和儀容儀表。
·???????Ensure wherever possible that colleagues are provided with a work placefree of discrimination, harassment and victimization.
確保提供給同事們一個沒有歧視、騷擾和危險的工作環(huán)境。
