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崗位職責/職位描述

【崗位職責】
?Assisting the Guest Services Manager with the operations of the Guest Services function. Providing quality services to all guests and creating memorable experiences while maximizing room revenue and occupancy.
協(xié)助賓客服務部經(jīng)理進行賓客服務部的運營工作。為所有客人提供優(yōu)質的服務，創(chuàng)造難忘的體驗，同時極大限度地提高客房收入和入住率。
?Assist the GSM in ensuring that the Guest Services department is managed successfully as an independent profit center and handling of guest issues and monitor guest satisfaction by evaluating feedback and guest surveys.
協(xié)助賓客服務經(jīng)理確保賓客服務部作為一個獨立的盈利中心而進行有效管理，并通過評估反饋和訪客調查來處理客人問題并監(jiān)控客人的滿意度。
?Ensure corrective training is implemented based on the feedback received.
確保根據(jù)收到的反饋實施矯正培訓。
?Assist in coordinating an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and Multi-Tasking.
根據(jù)“一職多能”的原則，協(xié)助部門負責人建立一個靈活的用人機制，協(xié)調有效和高效的薪資管理和資源分配。
?Support Host needs in other departments based on the hotel priorities and anticipated business levels.
根據(jù)酒店的優(yōu)先次序和預期業(yè)務水平，支持其他部門對主理的需求。
?Establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Guest Services.
與客人建立并保持良好的客戶關系，并處理所有客人投訴，要求和問詢。
?Manages in compliance with established company policies and procedures and SOPs set for the department.
按照既定的公司政策和程序進行管理，并為部門設置操作程序。
?Ensure the Guest Services Department meets quality and internal standards. Identify process improvements and best practices. Provide feedback and develop processes to improve the guest experience.
確保賓客服務部符合質量和內部標準。 確定流程改進和更好的操作規(guī)程。 提供反饋和改進流程，以改善客戶體驗。
?Increase occupancy, ADR and RevPAR index by making accurate reservations using the implemented dynamic pricing strategies. Implement upsell program.
通過使用實施的動態(tài)定價策略進行準確預約，提高入住率，每日平均房價和每間夜平均收入。完成增銷計劃。
?Work closely with the Finance department on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, cashier handling etc.
與財務部在后續(xù)跟進事宜中緊密合作，如：退還支票，拒絕信用卡，員工差異，現(xiàn)金管理等。
?Operate all aspects of the Guest Service computer system, including software maintenance, report generation and analysis.
操作客戶服務部門所有的計算機系統(tǒng)，包括軟件維護，報告生成和分析。
?Be personally and frequently verify that guest’s check-in / out are receiving the best possible service.
經(jīng)常親自對客人在入住/離店時是否得到優(yōu)質服務進行核實。
?Monitor call handling in the Guest Service and ensure that all telephone standards are adhered to.
監(jiān)控賓客服務部的電話服務，并確保其遵守所有電話服務標準。
?Analyze call statistics and take corrective action where necessary and highlight issue to the Guest Service Manager. Minimize call abandonments.
分析通話統(tǒng)計數(shù)據(jù)，并在必要時采取糾正措施，并向賓客服務部經(jīng)理匯報突出問題。盡量減少呼叫放棄。
?Maintain standards of guest service quality. Analyze response time to guest’s requests for items and maintenance requests and highlight any issues to the respective department head.
保持客戶服務質量的標準。分析客人請求的回應時間，并向相應部門負責人匯報突出問題。
?Ensure that the Guest Services team projects a warm, professional and welcome image.
確保賓客服務團隊表現(xiàn)出熱情，專業(yè)和歡迎的形象。
?Be in attracting, coaching, training, and retaining talent by engaging and showing a genuine passion to develop others.
用真誠的熱情來吸引，指導，培養(yǎng)和留住人才。
?Ensure that during the night the correct room revenue, rebates, and correct errors is accounted for and ensure that all room discrepancies are followed up.
夜班時確保房間收入，減免的正確性和錯賬的改正，并確保所有房間差異都得到跟蹤。
?Collaborate with Guest Services Manager in preparation of annual department operating budget: Monitor monthly expenses, with emphasis on wages, variances, assisting in preparing schedules, ordering, inventory management, and other administrative duties as needed.
協(xié)助賓客服務部經(jīng)理，編制部門年度運營預算：監(jiān)測每月費用，重點是工資，差異，協(xié)助準備時間表，訂購，庫存管理以及其他需要的行政職責。
?In absence of all department heads during the night, supervise all departments to ensure the normal operation.
在夜間沒有任何部門負責人的情況下，監(jiān)督各部門確保正常運行。
?Make sure cleaning and engineering projects (guest related) during the night are supervised.
監(jiān)督確保夜間的清潔和工程項目（客人相關）。
?Perform the end of day closing.
做好夜結。
?Achieve maximum sell out where possible.
盡可能實現(xiàn)一定限度的銷售。
?In absence of the Guest Service Manager conduct daily operational briefings.
當賓客服務部經(jīng)理不在時，主持每日運營簡會。
?Demonstrate high visibility in the Townsquare Cafe.
隨時關注思方匯咖啡館的情況。
?Monitor team daily roster to make sure smoothly flows during operations.
監(jiān)督團隊排班，確保運營工作的順利進行。

【崗位要求】
?Strong problem-solving ability.
有良好的的應變處理問題的能力。
?More than 2 years of working experience in the same position.
2年以上同崗位工作經(jīng)驗。
?Good-looking and elegant in appearance, proficient in computer operation, and having strong abilities in English listening, speaking, reading and writing.
形象氣質佳，精通電腦操作，具備較強的英文聽說讀寫能力。
?Passionate about hotel work, dedicated to business research, quick-witted, sociable, and possessing good management and coordination skills, capable of effectively exerting management, leadership and supervisory roles.
熱愛酒店工作，鉆研業(yè)務，反應敏捷，善于交際具有較好的管理和協(xié)調能力，能夠很好的發(fā)揮其管理、領導和監(jiān)督的作用。
?Pay attention to details, be responsible for work, dare to take responsibility and have strong execution ability.
注重細節(jié)，工作有責任心，敢于承擔責任，執(zhí)行力較強。
?Be highly motivated, have good learning ability and strong stress resistance.
有上進心和良好的學習能力和抗壓能力。