1. As a representative of Senior Management, the GSM will be called upon to deal with guest problems and/or complaints. In dealing with these situations, the GSM. must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying these situations.作为管理层的代表，宾客服务经理有需要代表酒店处理客人的问题或投诉。于处理时，宾客服务经理应确保有机智表现，外交能力以及维持组织政策来解决情事。2. The GSM is responsible for receiving and escorting all VIP's and ensuring that they feel comfortable and welcome on arrival to Grand Mercure Beijing Central Hotel.宾客服务经理有责任亲迎酒店重要客人，确保重要客人于北京西单美爵酒店下榻感到舒适和感受到欢迎。3. To be responsible to the Front Office Manager for the supervision of the highest possible service standard at all times.协助前厅部经理对日常工作进行监督， 保证始终对客提供最高标准的服务。4. To provide suggestions on how to further improve the service standard as well the efficiency of the hotel operations.针对如何提高服务标准和效率对酒店日常营运提出建议。- Technical Responsibilities业务职责1. To resolve guest's various needs through close coordination within the concerned departments.通过与相关部门的紧密合作，解决客人的各种需求。2. Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.于当班期间，如有任何警报或安全漏洞，宾客服务经理有责任到场处理，解决以及做出适当的行动。3. To ensure and oversee that the Receptionist shift procedures/duties are completed on time and are procedurally correct.确保和监督前台员工日常工作按照程序操作和完成。4. To ensure that computer reports are done as scheduled.确保所有报表于限期内完成。5. To ensure that on-going pertinent/relevant logbook communication to other shifts is maintained.确保正在进行的相关事宜与下一班次在交班本上有良好的交接。6. To assist all area in the Front Office Dept. whilst on duty as required.按要求监督和协助前厅各分部完成工作 。7. Responsible for assisting in a "hands-on" capacity should be need arise in any outlet or area in the Hotel有责任对酒店各营业场所提供帮助。8. Brief incoming GSM. on items to be followed-up.交接班时清点物品。9. Maintain daily an accurate record in the GSM. logbook of items and incidents which may be of concern to management and /or which may require further attention.在宾客服务经理的日志本上面必须记录需要跟进的物品或者事件。10. To assist as required/requested with the solving of any guest complaints/upsets.按要求处理客人投诉及安抚客人不安情绪11. To ensure all outlets open/close on time.确保各营业场所按时开放和关闭。12. Responsible for ensuring all outlets are securely locked-u p at their respective close of trading.负责确保各营业场所关闭正常。13. The Assistant Manager is responsible for actioning fire and emergency procedures and for contacting Senior Management in case of a fire or emergency whilst on duty.当火灾或者紧急情况出现时，值班宾客服务经理负责消防应急程序并联系高级管理层。14. Responsible for the timely hand-over, briefing by out going/in coming.负责于交接班时间，交接重要信息。15. To ensure that you as an Assistant Manager constantly aware of and `up-to-date' with all happenings and operations within the hotel.宾客服务经理作为前线管理人员，应及时掌握酒店所有问题。16. Responsible for ensuring clear and constant communication lines are kept with all staff and hotel departments.负责确保酒店与各部门以及所有员工保持联系。17. Responsible for providing change to other departments and the correct balancing of the main safe float.负责为各部门的提供正确的改变以及浮动。18. Ensure that you as an Assistant Manager are completely aware of all Grand Mercure Beijing Central Hotel 's services and facilities, outlet operating hours and scope of service.确保你已经完全掌握了北京西单美爵酒店的服务和设施以及各营业场所的营业时间和服务范围。19. To acquire through training provided a comprehensive knowledge of Grand Mercure Beijing Central Hotel 's Property Management System通过培训，熟练掌握北京西单美爵酒店操作系统（Opera）。20. Responsible for adhering to Grand Mercure Beijing Central Hotel staff rules and staff handbook.遵守北京西单美爵酒店的员工制度和员工手册。21. To have a complete understanding of the Hotel's employee handbook and adhere to the regulations contained.必须全面理解酒店的员工手册并遵守员工法则。22. To have a complete understanding of and adhere to the hotel's policy relating to Fire and Emergency, Hygiene, Health and Safety.必须全面理解和遵守酒店的消防、卫生、健康和安全政策。- Commercial & Human Resources Responsibilities商务及人力资源职责1. Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients and customers of the Hotel.关注客人在店内的活动，解决相关投诉，与客人建立良好的宾客关系。2. Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs.通过严密的监督，为酒店的经营提供建议，尤其在提高服务标准、增加收入和降低成本等方面。3. The GSM is to ensure all staff on duty are at all times immaculately groomed and wear correct and complete uniform.宾客服务经理有责任确保员工的着装和仪容仪表符合酒店标准。4. Ensures all staffs are present at roster times in the appropriate departments.确保所有员工按照排班上班。5. The Assistant Manager must be fair and just in any staff disciplinary action required whilst on duty.宾客服务经理在任何员工受到纪律处分时，必须公平公正。6. Ensures that all staff behavior, personal grooming and service skills are in line with Grand Mercure Beijing Central Hotel standards.确保所有员工仪容仪表，礼貌礼仪，着装始终符合酒店相关规定7. To ensure that all staff behavior and service skills are in line with the hotel standards.确保酒店员工日常行为及服务技能符合规范