Job title: Guest Services Manager 宾客服务经理（代招 四川巴塘假日酒店）
Company:
Job description: · 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。
· Has thorough knowledge of hotel facilities including the timings, charges, cuisine served in different outlets and offer assistance to place orders
· 熟知酒店情况，包括时间安排、收费情况、各餐厅提供的菜肴，并协助客人进行预订
· Has good knowledge of the city to be able to offer suggestions if required
· 熟知所在城市的信息，以便在客人需要时向其提供建议
· Has the ability to coordinate with the guest in order to foresee and meet his needs in advance and efficiently
· 有与客人进行协调的能力，有效的预见解决客人的需求。
· Provides functional assistance and direction to all departments. Cooperates, coordinates and communicates with other hotel departments as required.
· 向所有部门提供功能性支持和指导，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。
· Supports Front Office Manager in execution of the management of staff
· 协助前厅部经理管理员工
· Supervises and directs Front office personnel and other relevant area.
· 对前厅及相关区域工作人员进行监督和指导。
· Supports and assists Front Office personnel and all departments when it’s needed.
· 在需要的时候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 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 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 hotel sales and in-house facilities.
· 促进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 accordingly.
· 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。
· Update Guest History Maintenance
· 维护更新客史档案
· Prepare contingency reports
· 准备应急报告
· 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。
· Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
· 与行政管家紧密联系，以确保客人的特殊需要、关于各类用品的需要和其它与客房相关的需要得到满足
· Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
· 掌握信用政策和程序，并与财务部密切联系，以确保信用程序的完全执行。
· Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service, HSKP, Engineering and works with Human Resources to ensure their performance is effectively managed.
· 对夜岗人员进行监督，包括外包人员、搬运工、保洁人员、客房服务人员、送餐部及工程部等，并与人力资源部门合作，以确保对上述人员的工作情况进行有效管理。
· Oversees the Night Audit Function
· 监督夜审工作
· Develop, update and train standards and procedures
· 就各项标准和程序进行开发、更新和培训
· Produce Revenue Reports
· 制订收入报告
· Perform file back up maintenance
· 做好档案备份维护工作
· Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers
· 检查所有夜审工作和前厅部及各营业场所的日常销售交易的核对，对所有收银机进行检查并向经理报告各种异常情况
· Week end and Month end reports completed in line with policy
· 依照政策规定完成周小结和月度小结
· Advise Line Managers of recurring errors
· 就反复出现的失误情况向经理提供建议
· 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。
· Perform other duties as assigned. May also serve as manager on duty.
· 可能需对酒店的安全负责，确保将偷窃、犯罪和其它风险降至最低。完成其它分配的任务，可能需要担任值班经理。
ACCOUNTABILITY 职责
Number of employees supervised -管理的员工
Direct N.A.
直接: 无
Indirect Front Office Host, Front Office Supervisor
间接 前厅接待，前厅主管
Annual Operating Profit/Payroll Budget 年度经营利润和薪金预算
Department Budget
部门预算
Key Metrics 主要绩效指标
Department Budget
部门预算
Guest Satisfaction Survey
宾客满意度调查
Decision Making Responsibilities (Decision Rights) 决策职责(决策权)﹣
Department Budget
部门预算
Matters pertaining to Front Desk operations
与前厅运营相关的事宜
Within the authority as assigned for Hotel Band 6 role
酒店职位6级所拥有职权范围
KEY RELATIONSHIPS主要关系
Key Internal Relationships 主要内部关系﹣
Hotel Employees 酒店员工
Key External Relationships 主要外部关系
Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.
与酒店外的顾客和个人交往，包括但不限于：目前和可能的客户，业主公司代表，供应商，竞争对手和所在地社区成员。
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 and Front Office System
· 熟练使用微软办公软件和前台系统
· Problem solving and organizational abilities
· 具有解决问题和组织能力
Qualifications -学历
· Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
具有酒店行政管理，酒店管理或相关的学士学位或大专水平。
Experience -经验
· 2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
Expected salary:
Location: 云南省丽江市
Job date: Sun, 18 Feb 2024 23:24:03 GMT
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