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崗位職責/職位描述

The guest service manager shall assist the front office manager in controlling the department's costs, standardizing the department's operating procedures, solving guest complaints and helping guests solve difficult problems and emergencies during their stay, and taking timely remedial measures to maximize the satisfaction of guests and minimize the loss of the hotel.

客戶關系經理需協助前廳經理控制部門成本、規范部門操作流程，解決客人投訴并幫助客人解決住店期間的疑難問題及突發狀況，及時采取補救措施，使客人最大程度的滿意，同時，把酒店的損失降到最低。

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CORE WORK ACTIVITIES崗位主要工作職責

Administration

行政

·?????????? Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section.

監督管理員工的日常工作并幫助本崗位員工提高工作技能。

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Financial and Revenue Responsibilities

財務及收入職責

·?????????? Provide services and information to a guest that is the most accurate and up to date possible, and is delivered to the guest in the most meaningful way.

通過最有效的途徑，向客人盡可能地提最新，最準確的信息。

·?????????? Maintain a very good reputation for the Hotel and assist to increase the overall profitability of the Hotel.

維護和保持酒店的良好聲譽并且幫助酒店增加整體的收益。

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Training and Human Resources

培訓和人力資源

·?????????? Be understanding and supportive, encouraging and helpful to all sub-ordinates.

給予所有的下屬理解、支持、鼓勵和幫助。

·?????????? Have a good working relationship with all colleagues and employees of the Hotel.

同所有的同事和酒店的員工保持良好的工作關系。

·?????????? Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization.

·確保無論何時都應提供給員工們一個沒有歧視、騷擾和迫害的工作環境。

·?????????? Treat complaints of harassment and discrimination promptly and confidentially.

·快速和保密地處理有關騷擾和歧視的投訴。

·?????????? Treat customers and colleagues from all cultural groups with respect and sensitivity.

·對待來自不同文化背景的客人和同事都應給予尊重和體貼。

·?????????? Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

·辨認并處理可能由不同文化引起的矛盾和誤解事件。

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Guest Service Responsibilities

對客服務的責任

·?????????? Contribute to overall operational efficiency by performing relevant duties as assigned.

按照要求履行工作職責，盡可能提高工作效率。

·?????????? Use your supervision skills effectively to encourage and motivate staff.

運用管理技巧調動和提高員工的工作積極性。

·?????????? Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.

不斷地觀察對客服務，盡力獲得客人的認可和熱忱的關注，確?？腿说玫阶畲蟪潭鹊臐M足。

·?????????? Establish good public relations with all guests.

同所有的客人建立良好的公共關系。

·?????????? Provide guests with the most accurate and up to date information at all times.

向客人提供最新，最準確的信息。

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Miscellaneous

其他

·?????????? To be flexible and willing when asked to fill in any areas where needed to help in an emergency or difficult circumstances as assigned or required by Management.

當出現緊急或者困難的情況，根據工作要求，服從分配。

·?????????? To be ready and responsible to perform any other duties as designated or required by Management from time to time.

隨時準備履行管理層分配的其它工作職責。

·?????????? All staffs are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

·所有的員工需要遵循來自上級主管的每一個合理的要求，這些要求也許需要一些時間在正常的工作環境下執行和完成。

·?????????? All staffs may be assigned to other duties in the hotel as and when required by business levels.

·所有的員工也許要執行酒店管理層根據工作需要分配的工作或其它職責。

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GENERAL DUTIES:

一般職責：

·?????????? Abide by Hotel’s and Department’s policy & procedure.

遵守酒店及部門的各種規章制度。

·?????????? Perform other related duties & special projects as assigned by the supervisor

隨時執行上級分配的其他相關任務或特殊項目。

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Health and Safety

健康與安全

·?????????? Ensure that all potential and real Hazards are reported immediately and rectified

·確保所有的潛在的和事實的安全隱患要及時匯報和更正。

·?????????? Be fully conversant with all departmental Fire, Emergency procedures

·熟悉所有部門的消防、緊急事件處理程序。

·?????????? Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

·確保所有的緊急方案都經過彩排，實施和加強以保護客人和員工的安全。

·?????????? Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

·通過嚴格遵守現行的法律、法規等，來較好的執行酒店的規章制度，以確保酒店內部所有的人員和物品的安全。

·?????????? Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

·確保所有部門內部的員工都在安全的情形下工作，不可能在受傷害或危險的環境下工作。

·?????????? Use safety manual technology and practice safety working practices under Suning Nanjing Zhongshan Golf Resort health, safety and environment policy to keep our environmental and pollution protection to a minimum

·使用安全手冊技術并實踐南京蘇寧鐘山國際高爾夫酒店健康、安全環境政策下的安全工作習慣，保持將我們對環境和污染的防護減到最小的工作程序。

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Confidentiality

保密制度

·?????????? Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Suning Internet and Email policy

·確保保密性和所有有關酒店的數據無論軟件和硬件的安全。堅持蘇寧網絡和郵件政策。

·?????????? Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

·確保在員工在職或離職后對酒店、客人和員工信息或者其它的相關信息的保密性。

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To be fully conversant with:

需要遵守的

·?????????? Hotel fire procedures

酒店消防規則

·?????????? Hotel security procedures

酒店保安規則

·?????????? Hotel Health and Safety policy and procedures

酒店健康與安全政策和規則

·?????????? Hotel Facilities and attractions

酒店設備設施和功能介紹

·?????????? Hotel standards of operation and departmental procedures

酒店運營部門程序標準

·?????????? Methods of accepted payment of the company

公司的財務政策

·?????????? Short and long term hotel marketing promotions

短期和長期的酒店市場推廣項目

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NOTE

備注：

This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements.? Such changes will be discussed with the job holder and the job description amended accordingly.

本文件反映的相關崗位職責以盡數列出，其內容會根據業務和環境的要求階段性變化。相應變化將與該崗位員工溝通，并且崗位職責描述也將根據實際情況進行修改。?