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宾客服务经理

2019-11-12 发布   2020-02-10 截止

工作经验:3年以上 工作地点:北京市 招聘人数:1人 薪资待遇:5千-6千 提供食宿:可提供吃 工作性质:全职
年龄要求:25-45 语言要求:英语(良好) 中国普通话(流利) 计算机能力:良好 现所在地:北京市 户籍要求:不限 最低学历:大专 国际号工作经历:优先 国内管理公司经历:优先
  • 职位描述
  • 公司介绍
  • GeneralMission/职责概述

    Reporting directly to the Front Office Manager, Guest Service Manager (here onwards referred as GSM) isresponsible for Front Office daily operations whilst on duty as well as otheradministrative tasks designated by the Front Office Manager. The GSM is expectedto lead by example at all times, especially when it comes to customer servicestandard. The GSM must treat the employees with respect and discretion. TheGuest Service Manager must work at all timesin maximizing Hotel’s revenue and drive upsell withoutcompromising Hotel's business mix.  The Guest Service Manager must at all times maintain aprofessional, yet friendly business manner in all guest and client liaison,personally, in correspondence and on the telephone. 

    直接向前厅部经理汇报工作,在当班期间,客户服务经理要负责整个前厅部的运作, 并且完成前厅部经理所分配的其他任务。客户服务经理要始终起到表率作用,尤其是在顾客服务方面。客户服务经理必须要与员工互相尊重,以礼相待.宾客服务经理要在不影响酒店市场推广模式的情况下,时刻考虑将酒店效益最大化,并带动员工促销客房及酒店其他服务。宾客服务经理要时刻保持专业水准,同所有客户保持良好的人际关系及书信与电话联系

     

    Responsibilities & means/工作职责和方法 

    ·        Ensure effective communicationsand co-operations with other departments as required and work closely withHousekeeping department on a daily basis.

    与其他酒店相关部门进行沟通,协调及良好的协作。

     

    ·        Attend to guest matters andresolve guest complaints/requests.

    及时回应客人的需求和解决相关的问题。

     

    ·        Supervises and directs FrontOffice team while on shift. Supports and assists Front Office personnel and alldepartments at peak periods.

    在当班期间对前厅部团体工作进行监督和指导。关注和支持在接待高峰期前厅及酒店所有部门的对客服务工作。

    ·        Ensures VIPs and Le Club guestsare well looked after. Assist in greeting, rooming, and farewell VIP guests.

    确保贵宾及Le Club会员得到特别关注.在对客人的问候、房间入住和贵宾离店方便等方面建立良好的宾客关系。

     

    ·        Monitor employees’ grooming;ensure the hotel’s standard code of conduct is strictly adhered.

    关注员工的仪容仪表,确保其履行酒店的员工准则。

    ·        Checks billing instructions andmonitors in house guest credit limits.

          核查在店客人的日常账务。

    ·        Perform room rate check whilston shift to ensure accuracy in room rate, packages and market codes.

    检查房费报告,确保房费,套餐和市场标码的准确性。

    ·        Ensures front line staffcomplies with upsell techniques and maximize sales.

    确保一线员工执行散客促销技巧和最大限度增加客房收入。

    ·        Ensure that the Reception areais not left unattended at any time whilst on duty.

    在当班时要保证接待处任何时候不会空岗。

     

    ·        To be completely aware of theFire and Emergency procedures of Hotel, and the Front Desk’s responsibilitiesin an emergency. Responsible for attending to, resolving or acting upon anyalarms or security breaches that may occur whilst on duty.

    了解酒店的消防和安全程序,并要负责总台的安全。当班期间,要负责解决火警及其它可能发生的不安全事件。一旦发生火灾或紧急问题即刻同酒店高层管理人员取得联系

     

    ·       Check all Registration Cardsand ensure that all repeat guests have the relevant information filled inaccordingly for more efficient rooming of guests.

    检查所有回头客的登记单以确保所填写的相关资料是客人登记入住所必需的。

     

    ·        To be responsible for thepreparation of all the necessary materials for check-in (i.e. Registration,welcome folder, keys etc.) for VIPs, pre-registered guests and groups beforetheir arrival.

    要负责准备客人登记入住时所需要的物品(例如:登记单,欢迎卡,钥匙等),为重要客人,团队抵达前事先做登记。

     

    ·        Ensures that all required reportsare done as scheduled, including the Duty Manager’s Log.

    确保完成日常所需的报告,包括值班经理日记。

     

    ·        Organise and coordinate FrontOffice daily shift hand-over meeting.

    组织并协调前厅部的日常接班会。

     

    ·        Assists all area in the FrontOffice Dept. as required. (i.e.: Operator , Reception, Concierge, FO Cashier,Business Center)

    按照需要帮助所有的前厅部工作岗位.(例如:总机、接待处、礼宾部、前台收银、商务中心)

    ·        Responsible for the correct balancing of the main safe float.

    保证备用金的安全和准确。

     

    ·        Acquires through training provided a comprehensive knowledge ofhotel's Property Management System (Opera), Telephone System etc

    通过培训,要掌握酒店电脑系统(Opera)、总机系统、等系统的综合知识。

     

     

    ·        Assist and motivate the team in achieving targets for PSB, Le Cluband Medallia

    协助完成下述工作指标:PSB  / Le-Club / Medallia

     

    Human Responsibilities/人际关系职责

    ·        Reports directly to the Front Office Manager.

    直接向前厅部经理汇报工作。

     

    ·        Responsible for the entire Front Office operation in the absenceof the Front Office Manager.

    在前厅部经理缺席期间,负责前厅部的所有工作。

     

    ·        Maintain a healthy working relationship with colleagues, be partof the Front Office team and support the team.

    与同事保持健康的工作关系,融入并支持前厅部团队。

     

    ·        Assist in maintaining a close working relationship with allDepartments of the Hotel.

    协助保持同酒店其他部门的良好工作关系。

  • 法国雅高集团是全球最大的酒店管理集团之一及欧洲酒店业的领导者。在90个国家拥有4000多家酒店,雇员超过150,000名。40多年以来,雅高集团矢志不渝地致力于公司核心竞争力的发展,致力于为酒店客户提供具有前瞻性的高品质服务。目前集团在中国经营七个品牌,包括索菲特、铂尔曼、美憬阁、美爵、诺富特、美居和宜必思,全线覆盖从奢华型到经济型酒店市场。在中国的员工总数超过19,700人。

    Accor, a major global groupand the European leader in hotels, operates in 90 countries with 150,000employees. For more than 40 years, Accor has constantly reinvented its corecompetencies to keep pace with the world around it, with the goal of providing innovative,high-quality products to customers of Accor hotels. The group is developingunder 7 different brands in China: Sofitel, Pullman, MGallery, Grand Mercure,Novotel, Mercure and Ibis covering a full spectrum of markets from luxury toeconomy. Currently, over 19,700 employees work with Accor hotels in GreaterChina.


    北京东方美爵酒店坐落于北京城中心,紫禁城以北。东接簋街餐饮美食、西连后海休闲娱乐,步行可达雍和宫、国子监、南锣鼓巷、什刹海、王府井大街等著名景点。距东直门机场快线车站仅15分钟。

    酒店拥有中西餐厅、大堂吧、自然采光多功能会议室及无柱宴会厅,酒店以专业服务品质为商务游客和休闲旅客打造绝佳的下榻之选;酒店带给您的不仅是一次地点的转移,更能为您提供一次发现未知、开拓新视野的机会 - 用心感受,身之所在“。

    Welcome to Grand Mercure Beijing DongCheng - a luxuryhotel superbly located in the heart of the city, a 10-minute taxi ride to thefamous Forbidden City.  Whether you are travelling for business orleisure, you will appreciate being situated in the center of city’s most excitingdining, shopping and entertainment venues, with the renown food street “GuiJie”on the east, Houhai, Shi Cha Hai on the west and a short stroll away from thepopular local tourist attractions, such as the Lama Temple, Nan Luo Gu Xiang andWangfujing shopping street. The Airport Express Dongzhimen station is a mere 15minutes walking distance to the hotel.

    Enjoy our quality facilities during your stay, whetherit’s savouring a delicious meal at the Chinese seafood restaurant or theWestern all-day dinning, or unwind at the stylish Lobby Bar. Our versatileconference facilities and signatures offer a comprehensive set of initiativesdesigned to deliver streamlined and successful events.

    It is a chance to experience a newplace and a chance to discover the unknown; It is a reflection of our selves,of others and a contribution to a higher quality of life.

    酒店公开面试时间:周一至周五全天.请您携带个人一寸彩色近照、中英文简历和身份证到人才与文化部参加面试,我们期待您的加入!
    Interviewing open time: Every Monday to Friday. Please carry one-inch colour photo, bilingual CVs and ID Card to Talent & Culture department for interviewing. We are looking forward to your joinging!

    酒店地址:北京市东城区交道口东大街101号(东直门内大街西侧)
    地铁路线:地铁5号线北新桥站出A/D口向西300米;
    公交路线:107/612/635交道口东下车,104/108/113/127/758/特11交道口南下车,
                        124小经厂下车,106/116/684北新桥路口南下车,13/117北新桥路口北下车
    Address: No.101, Jiao Dao Kou East Street, Dongcheng District, Beijing
    Route: Subway Line 5 Bei Xin Qiao Station, From A/D exit and along the road to the west 300 meters.
                 Bus: 107/612/635/104/108/113/127/758/特11/124/106/116/684/13/117

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北京东方美爵酒店

  • 所属行业:酒店业
  • 企业性质:中外合营(合资.合作)
  • 人数规模:100-499人
  • 联 系 人:张经理
  • 联系方式:登录后查看
  • 企业地址:东城区交道口东大街101号
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