- 職位性質(zhì)：全職
- 工作地區(qū)：杭州市蕭山區(qū)
- 招聘人數(shù)：若干
- 學(xué) 歷：大專
- 工作經(jīng)驗(yàn)：1年以上
- 提供食宿：提供食宿
- 年齡要求：不限
- 計(jì)算機(jī)能力：不限
- 語(yǔ)言要求：不限
- 國(guó)際聯(lián)號(hào)工作經(jīng)歷：優(yōu)先
- 薪資待遇：7.8千-1.08萬(wàn)
- 職位有效期：2026-05-25至2026-08-23
職位：賓客服務(wù)經(jīng)理
崗位職責(zé)/職位描述
MAJOR RESPONSIBILITIES 責(zé)任概要
Uphold Marriott?brand standards, responsive to instructions of Front Office Manager. Role of Guest Service Manager will be to ensure requests and needs of all guests are accommodated,?responsible for?smooth operation of Front Office during shift, ensure complete guest and patron satisfaction. Guest Service manager will assist Front Office Manager with all aspects of departmental operations, making business decisions for unit in absence of thereof, taking into account the Hotel’s philosophies, standards and procedures. Guest Service Manager will ensure?associate’s act at all times in a courteous, safe and efficient manner, in accordance with hotel?policies and procedures, ensuring high level of service is maintained.
維護(hù)萬(wàn)豪品牌標(biāo)準(zhǔn)，向前廳部經(jīng)理匯報(bào)。賓客服務(wù)經(jīng)理須確保賓客的需求得到最大程度的滿足。當(dāng)班賓客服務(wù)經(jīng)理確保當(dāng)班次前廳部的順利運(yùn)營(yíng)，保障賓客及員工的滿意度。在前廳部經(jīng)理不當(dāng)班時(shí)，協(xié)助其對(duì)部門日常運(yùn)營(yíng)進(jìn)行監(jiān)督管理，確保當(dāng)班次員工總是以禮貌、安全、有效的方式為賓客提供高標(biāo)準(zhǔn)的服務(wù)，保證所有操作符合酒店標(biāo)準(zhǔn)與流程。
Follow all company policies and procedures.
遵守所有公司政策和流程。
SPECIFIC DUTIES 工作任務(wù)
1.?Reports directly and communicates with Front Office Manager on all pertinent matters affecting guest service and hotel operations.
在有關(guān)影響到對(duì)客人的服務(wù)及酒店運(yùn)作的事件上，都上報(bào)前廳部經(jīng)理并與之保持交流。
2.?Follow up GXP Open Case and be responsible for MTD & YTD performance.
處理移動(dòng)服務(wù)請(qǐng)求，始終關(guān)注年度和月度表現(xiàn)結(jié)果。
3.?Be knowledgeable about all emergency plans and know how to act upon them,?coordinate with LP or other department under any Emergency situation, handle?on-site command and disposal?in an early stage, timely report to hotel higher-level management personnel.
了解所有應(yīng)急計(jì)劃并知道如何采取行動(dòng)。在緊急突發(fā)情況下和防損部或其它相關(guān)部門保持密切的協(xié)作并且在緊急突發(fā)情況的初期做好現(xiàn)場(chǎng)的指揮與處置，及時(shí)向酒店更高級(jí)別的管理人員實(shí)施匯報(bào)。
4.?Cooperates, coordinates and communicates with other departments, provides functional assistance and direction to all departments.
保持與其他部門的合作及交流，為所有部門提供功能性幫助及指導(dǎo)。
5.?Reacts to situations to ensure guests receive prompt attention and personal recognition throughout hotel, responds to guest needs and resolves related problems.
確保到酒店的賓客都受到及時(shí)關(guān)注，對(duì)賓客需求作出反映，解決相關(guān)問(wèn)題。
6.?Supports and assists Front Office all departments at peak periods.
在高峰時(shí)期，協(xié)助前廳部所有部門工作。
7.?Assists Loyalty Manager in greeting, rooming?and sending off VIP guests.
協(xié)助忠誠(chéng)客戶經(jīng)理迎接賓客，安排賓客到房間并送貴賓離開。
8.?Organize Front Office daily?briefing according to R meeting standard, ensure employees?grooming, personal appearance, behavior always meet standard.
組織每日前廳部例會(huì)，確保員工的儀容儀表、個(gè)人形象、言行舉止始終符合酒店標(biāo)準(zhǔn)。
9.?Investigates any room discrepancies.
調(diào)查房態(tài)差異。
10.?Ensures front line staff complies with FIT marketing techniques and maximize sales, promotes inter-hotel sales and in-house facilities. analyses and approves discounts and rebates.
確保一線員工掌握銷售技巧，促進(jìn)酒店內(nèi)房間及設(shè)施的銷售，分析并批準(zhǔn)折扣/扣減。
11.?Assist teams when manager absence, to make sure staff always provide best service.
在前廳各分部門經(jīng)理不在的時(shí)候要負(fù)責(zé)督導(dǎo)員工的工作確認(rèn)他們會(huì)為賓客提供完善的服務(wù)。
12.?Double check P.S.B procedure, especially foreign guests' passports and Exit-Entry Permit for Travelling to and from Hong Kong and Macao.
復(fù)查賓客登記信息程序，特別是外賓護(hù)照和港澳通行證。
13.?Inspects front of house and back of house regularly for cleanliness.
定期檢查酒店前后區(qū)域的清潔。
14.?Perform?other duties as maybe assigned by manager.
完成上級(jí)布置的其他工作。