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崗位職責/職位描述

1.?????? Well versed on all Brand Standard requirements for Front Office and relatedareas.

熟悉前廳部及相關領域的集團標準要求。

2.???????As Guest Service Manager oversees all hotel operations, ensuring that thehighest levels of

hospitality and service are provided. Represents hotel management inresolving any guest or

hotel related situation. Manages the flow of questions and directs guests withinthe lobby. Serves

as Guest Service Manager, handles the tracking of service issues.

作為賓客服務經理需盡職盡責，須監管酒店的運營情況，提供高品質服務。代表酒店管理層解決客戶或酒店相關事宜。解答問題，在大廳里引領客人。作為賓客服務經理，處理服務中遇到的糾紛。

3.???????Directly responsible for front desk supervisors, front desk clerks, roomcontrollers and bellboy, to strive towards total guest satisfaction.

直接負責前臺主管、前臺接待、房控員以及行李員，從而提高服務質量，使客人滿意。

4.?????? Ensure that all associates are adhering to all hotel policies, standards,procedures and regulations. Needs to be able to perform in all front of housefunctions.

確保所有員工都遵守酒店的政策、標準、流程及準則。需要能夠履行所有前臺職責。

5.?????? Be responsible for hiring, training and development of all associatesworking for the guest service

area.

負責賓客服務員工的招聘、培訓、及員工職業發展。

6.?????? Assist the Front Office Manager in all areas to ensure a correct andsmoothly-operating department.

協助前廳部經理的工作，確保工作能夠正常、順利地運行。

7.?????? Act as point of contact to arrange and organize guest stay. Act as rolemodel for fellow associates and assure service quality meet brand standard. Createwelcome hospitality and professional atmosphere in your area toensure total guest satisfaction.

作為安排和組織客人入住的關鍵人物，需給員工做出榜樣，確保服務質量達到酒店的品牌標準。在

所帶領的團隊中，營造出熱情、專業款待客人的氛圍，以確保客人能夠滿意。

8.??????Have knowledge oflocal areas and be informed at all times about cultural, historical attractionsas well as their locations and hours of operation.

對當地有充分的了解，特別是要清楚當地的文化、歷史名勝，及它們的所在地和營業時間。

9.?????? Be sure to spend time in public areas during busy time in order to takecare of guest requests.

在繁忙時段出現在公共區域照顧到客戶的需求。

10.??? Knowing allemergency procedure at all times.

任何時候都清楚地了解所有緊急情況的處理步驟。