職位福利
- 五險一金
- 節日禮物
- 技能培訓
- 帶薪年假
- 崗位晉升
- 管理規范
- 領導好
- 團隊活動
- 年度旅游
- 萬豪關愛文化
職位描述
JOB SUMMARY 工作摘要
To uphold
Marriott Group Sheraton brand standards and to be responsive to the
instructions of the FOM/DOR/GM. The role
of the Guest Service Manager will be to ensure that the requests and needs of
all guests are accommodated. The Guest Service
Manager will be responsible for the smooth operation of the Front Office
department during shift, acting as the management representative for the Hotel
to ensure complete guest and patron satisfaction. Guest Service manager will assist the Front
Office Manager with all aspects of departmental operations, making business
decisions for the unit in the absence of thereof, taking into account the
Hotel’s philosophies, standards and procedures.
The Guest Service Manager will ensure that associate’s act at all times
in a courteous, safe and efficient manner, in accordance with the hotel’s
policies and procedures, ensuring that a high level of service is maintained.
維護萬豪集團喜來登品牌標準，直接對前廳經理、房務總監和總經理的指令負責。賓客服務經理須確保賓客的需求得到最大程度的滿足。當班賓客服務經理確保當班次前廳部的順利運營，并代表酒店管理層保障賓客及員工的滿意度。在前廳經理不當班時，協助其對部門日常運營進行監督管理，確保當班次員工總是以禮貌、安全、有效的方式為客人提供高標準的服務，保證所有操作符合酒店標準與流程。
MAIN RESPONSIBILITIES
& DUTIES主要職責義務
1.
Follow all company policies and procedures.
遵守所有公司政策和程序。
2.
Anticipate guest’s
needs through observation and offer prompt, efficient service either personally
or through effective communication with
other associates.
觀察并預計賓客需求，親自或協調其他部門提供及時、高效的服務。
3.
Align your working
practices and conduct with “Sheraton Wenzhou hotel” Vision; consistently strive
to meet and exceed the expectations of both internal and external guests.
將工作實踐與溫州喜來登愿景聯系起來。確保達到并超越內部及外部客人的期望。
4.
Comply with “Sheraton
Code of Conduct at all times.
總是遵照萬豪集團商業行為規范。
5.
Coordinate Front
Office operations during shift, including Front Desk, Guest Service Centre,
Club Level, Business Centre and Concierge to ensure guest service excellence
and adherence to Marriott Group Sheraton brand standards and procedures at all
times.
當班時總是協調前臺、賓客服務中心、行政樓層和禮賓部，以確保總是能為客人提供符合萬豪集團喜來登標準與程序的優異服務。
6.
Deal with problems
and complaints received from guests, acting immediately to restore guest
satisfaction utilizing the Marriott Service Standards at all times.
處理賓客投訴，總是能夠采取即時的行動以保證賓客滿意度和萬豪服務標準。
7.
Ensure that all
guests are warmly welcomed and recognized in accordance with hotel standards
and the goals of Marriott Reward Guest.
確保所有客人、不同級別的萬豪禮賞會員得到熱情的歡迎和認知。
8.
Be proactive in
observing operational needs across the hotel, enlisting associates from other
departments to assist in areas where business demands are higher.
積極發現酒店運營需求，協調其他部門員工協助需要幫助的部門。
9.
Effectively
communicate and liaise with associates on all levels, understanding the
importance of teamwork within hotel operations.
有效地與不同級別的員工進行溝通，了解酒店運營中團隊合作的重要性。
10.
Inspect VIP rooms
prior to arrival, and meet and greet VIP/Guest History guests where required
upon arrival.
檢查VIP、有客史檔案的回頭客的預抵房間，并且在大堂歡迎他們。
11.
Supervise the
management of inventory availability and blocking to ensure that each guest is
accommodated according to their requirements, investigating any room
discrepancies.
控制待用房間，確保所有分房達到賓客要求。調查所有差異房。
12.
Actively manage an
oversold situation in accordance with hotel policy and procedure to ensure
guest satisfaction.
房間賣超時，根據酒店政策與程序做出相應安排并確保被婉拒客人的滿意度。
13.
Coordinate the
maintenance and utilization of the Guest History database, to ensure that loyal
guests and VIP’s receive special attention.
協調、維護客史，并利用客史特別關注忠誠顧客、VIP顧客。
14.
Demonstrate thorough
knowledge of and encourage active selling all products, services and special
events within the hotel, leading by example.
以身作則熟知并鼓勵銷售酒店產品知識、服務及特殊活動。
15.
Actively promote and
drive MR and hotel upselling programs, ensuring that all associates are fully
conversant in upselling standards and procedures.
推動萬豪禮賞會員計劃、增銷計劃，確保員工熟知增銷標準與程序。
16.
Complete Quality
Assurance room inspections and regular property walks, ensuring that any
maintenance needs are attended to on a timely basis.
適時的檢查客房衛生及公共區域衛生，一旦發現需要維護的情況第一時間通知相關部門。
17.
Ensure adherence to
hotel credit procedures and policies at all times, leading by example.
確保信用政策正確合適地執行
18.
Maintain cash float
and accurately handle monies at all times
管理備用金。
19.
Review all in-house
accounts to ensure correct room rates are charged and authorize rebates/credits
to guest’s accounts as necessary.
檢查所有住店客人的賬目，確保房價正確，如有異常情況授權員工進行相應的扣減。
20.
Act in the capacity
of Night Manager.
負責夜審。
21.
Ensures that computer
saves, backup reports are regularly done and assist in maintenance of all
Information and Communication systems, to provide guest service excellence
within a safe working environment.
確保常規的電腦備份、報表備份，協助維護信息及通訊系統，保障安全的工作氛圍，確保為客人提供持續的高效服務。
22.
Be fully conversant
and efficient in the operation of switchboard and other related equipment, such
as paging system, two-way radios, emergency phones, guestroom equipment
operation, call accounting and hotel channel.
熟知服務中心機臺等相關設備的操作，如尋呼系統、對講系統、緊急電話、客房電話設備、計費系統和酒店頻道等。
23.
Ensure that all Front
Office associates are motivated and trained in the correct method of Front
Office service, assisting with the maintenance of standards and procedures,
training, certification and performance appraisals.
對前廳部員工進行培訓、認證、表揚，確保員工積極、訓練有素地為賓客提供符合標準程序的服務。避免和調解抱怨。
24.
Assist with associate
scheduling and rostering to provide adequate coverage of shifts.
根據需要對班次和人員進行恰當的調整。
25.
Maintain manpower and
materials cost control measures.
恰當地控制人力、物力成本。
26.
Recommend new
policies and procedures in relation to improvement of guest service standards
and the achievement of departmental and hotel strategic goals.
為提高服務標準和達成部門戰略目標，適時地建議新的政策與程序。
27.
Receive absentee
calls and ensure appropriate Department Heads are notified.
部門經理不在時協助接聽其電話，并確保在第一時間告知部門經理。
28.
Deputize for Front
Office Manager in his/her absence and attend meetings as requested.
前廳經理不在時代表前廳經理參加相關會議。
29.
Maintain daily
logbook and conduct informative handover to next shift ensuring that all
relevant information is passed on clearly and that relevant managers are
notified as necessary.
記錄logbook并交接相關信息至下一個班次，確保所有相關經理準確無誤的收到相關信息。
30.
Ensure maintenance of
clean and tidy work areas in accordance with the hotel standards, leading by
example.
保持所在工作區域的高度整潔符合酒店標準。
31.
Ensure adherence to
hotel policy regarding uniform and personal presentation, leading by example.
以身作則，保證員工的制服、儀容儀表符合酒店標準。
32.
Completely
understand, implement and ensure adherence to the local areas of the labor code
and “Sheraton” policies.
熟知當地法規和喜來登政策。
33.
Be competent in the
safe management of a fire or other emergency situation, taking responsibility
for an emergency evacuation procedure as required.
在火情發生或其它緊急情況時，能夠稱職的進行安全管理，接到疏散指令后，依據酒店緊急情況疏散程序進行疏散。
34.
Ensure that the Front
Office Manager or General Manager is informed immediately of any serious
emergency, security or health & safety matter.
發生嚴重緊急情況、安全事件或其他生命財產安全時，確保第一時間通知前廳經理或總經理。
35.
Perform any
additional duties as requested by the Front Office Manager and Hotel
Management.
完成前廳經理和酒店管理層交待的其它任務
36.
Uphold the Marriott
culture by demonstrating the Marriott Service Standards at all times to guests
and fellow associates.
對待客人和員工總是能遵循明星服務標準，并在部門內部推動和維護萬豪文化。
37.
Personally ensure
compliance with all relevant Workplace Health & Safety and Occupational
Health & Safety legislation, and related Hotel and Marriott Policies.
自身能夠遵循相關安全法規和萬豪政策。
38.
To summarize, it is
not the intention of this Job Description to limit the scope or
responsibilities of the above-mentioned, but to highlight the most important
aspects of the position. It is essential
that Guest Service Manager is committed to his/her job and the success of the
enterprise, and maintain a willingness to accept total flexibility of jobs and
duties throughout the hotel.
賓客服務經理工作職責和范圍不局限于上述內容，僅列出職位要求的幾個重點方面。然而最重要的是賓客服務經理致力于承擔工作的靈活性和更多的責任，將酒店的成功視為自己的成功。
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中國浙江省溫州市車站大道292號
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酒店業--國際高端酒店/5星級
100-499人
股份制企業
