宾客服务主管 Guest Services Team Leader

  • Shanghai
  • Permanent
  • Full-time
  • 2 months ago
  • Promote a helpful and professional image to the guest, and give full co-operation to any guest requiring assistance, with a prompt caring and helpful attitude.
对客塑造一个专业及乐于助人的形象，当客人遇到任何需要帮助的情况时，及时的以关怀和帮助的态度给予充分配合。
  • Be fully conversant with all services and facilities offered by the hotel as well as the local surroundings.
要完全熟知酒店及本地其他场所的服务和设施。
  • Answer inquires from guests regarding restaurants, transportation, and entertainment in the local area.
要对客人关于本地餐厅、交通和娱乐活动的问题做出回答。
  • Suggest off-the-beaten path places to guests to present authentic dinning, entertainment and travel experience.
为客人推荐一些不同寻常的正宗的饮食、娱乐活动以及旅行体验。
  • Perform opening and closing procedures at all Guest Services Area.
负责所有宾客服务部所属区域的营业和关闭的相关工作。
  • Ensure all guests experience a fresh and modern check-in/check-out procedure.
确保所有客人在办理入住、离店手续时，都能有新颖和时尚的体验。
  • Assist with luggage and door upon guest request.
当客人提出需要行李和开门服务时应提供相应服务。
  • Perform curbside check in for special guests on mobile devices.
使用移动设备为特殊客人在房间办理入住手续。
  • Ensure that guest history is maintained accurately and up-to-date.
确保客史信息维护的正确性和时效性。
  • Ensure that the Guest Services and surrounding area are kept clean and organized at all times.
确保宾客服务部及其他周边区域随时都保持干净和整洁的状态。
  • Anticipate guest needs and offer related services and suggestions accordingly.
预知客人需求，并提供相关服务和建议。
  • Find opportunities to surprise and delight guests to create memorable moments.
寻找为客人创造惊喜的机会，从而制造难忘时光。
  • Be able to build small talks with guests during every interaction to engage with guests.
能够在每一次与客人相处的时候愉快沟通，从而与客人建立友好的关系。
  • Be entirely flexible and adapt to rotate within the different positions of the Guest Services or any other Department of the hotel as needed.
能够在需要时完全灵活地工作在宾客服务部各个岗位，或酒店其他各个部门。
  • Ensure that all daily special rooms, special request rooms, Long Stay guest rooms for arrivals are blocked in advance and accordingly and welcome amenities are appropriately ordered.
确保所有每日特殊房间，有特别要求的房间，长住客人房间都会在客人抵店前提前锁定，并且提前准备好欢迎礼品。
  • Be knowledgeable of all hotel outlets and hours of operation.
熟知酒店所有运营部门信息及营业时间。
  • In absence of other department operation during the night, assist all departments to ensure the normal operation when necessary.
在夜间没有其他部门营运的情况下，必要时协作各部门确保正常运行。
  • monitor daily operation and ensure all employee and facilities are in good work order.
监察每日运营，确保人员和设备都在正常工作状态。
  • Establish a rapport with guests maintaining good customer relationship and handle certain guest complaints, requests and enquiries on Guest Services.
与客人建立并保持良好的客户关系，并处理一定程度的客人投诉，要求和问询。
  • Upsell larger rooms or suites to enhance guest experience and maximize revenue.
推销更大的房间或套房给客人，以提升客人更好的入住体验及酒店收益最大化。
  • Work closely with the Finance department on follow-up items, i.e., returned checks, rejected credit cards, billing accurateness, cashier handling etc.
与财务部在后续跟进事宜中紧密合作，如：退还支票，拒绝信用卡，账单正确性，现金管理等。
  • Monitor call handling in the Guest Service and ensure that all telephone standards are adhered to.
监控宾客服务部的电话服务，并确保其遵守所有电话服务标准。
  • Be personally and frequently verify that guest's check-in / out are receiving the best possible service.
经常亲自对客人在入住/离店时是否得到最佳服务进行核实。
  • Ensure that during the night the correct room revenue, rebates, and correct errors is accounted for.
夜班时确保房间收入，减免的正确性和错账的改正。
  • Ensure that the Guest Services team projects a warm, professional and welcome image.
确保宾客服务团队表现出热情，专业和欢迎的形象。
  • Proactively seek guest comments and feedback.
积极主动地寻求客人的建议和反馈。
  • Identifies and develops high potential team members.
发现并培养有潜质的员工。
  • Cross sell F&B space and products.
交叉销售餐厅餐位及产品。
  • Post on a timely basis all laundry, restaurant and other charges as needed.
将客人的洗衣费用、餐饮费用及其他费用及时入账。
  • Print room status reports, complete welcome cards/calls and communicate available services and amenities.
打印房态表，完成欢迎卡片/欢迎电话，以及沟通相应的服务及物品。
  • Perform daily end of shift deposits and correct "drop" procedures.
完成每日班次结束后结算程序和正确的“投账”程序。
  • Review Up-To-Date Report and Trace File on a regular basis during the day.
每天定期检查Up-To-Date Report和Trace File。
  • Settle bill accurately through different transaction， including Alipay, Wechat Pay, credit card, cash and etc.
准确地通过不同形式结账，包括支付宝，微信，信用卡，现金等。
  • Keep learning not only Guest Service area but also other Rooms departments and F&B operations.
不断学习宾客服务部的相关知识，及其他运营部门的相关知识。
  • Coordinate, process and distribute all incoming reservations during off hours of Reservation Department, and be responsible for telephone inquiries and information services for the hotel.
负责酒店的电话问询、答疑等服务，并在非预订部工作时间，负责协调、处理和分配所有接收到的客房预定。
  • Optimize revenue through timely and accurate bookings.
通过及时、准确的酒店相关预订提高酒店收益。
  • Complete other tasks that assigned by Management.
完成管理层安排的其他工作。

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