发送附件简历

选择word简历,快速申请职位

成都百悦希尔顿逸林酒店LOGO

成都百悦希尔顿逸林酒店

    职位:Guest Services Manager 宾客服务经理

  • 职位性质:全职
  • 工作地区:四川省成都市
  • 招聘人数:1人
  • 学  历:本科
  • 工作经验:3年以上
  • 所 在 地:不限
  • 户 籍 地:不限
  • 提供食宿:提供食宿
  • 年龄要求:不限
  • 计算机能力:不限
  • 语言要求:英语(良好)
  • 国际联号工作经历:优先
  • 薪资待遇:5千-5.5千
  • 职位有效期:2020-05-15至2020-08-13

岗位职责/职位描述

This position is Leading the Front Desk and assisting Executive Lounge, Concierge and Careline

, monitoring performance, providing guidance and make decisions. Enhance Hilton promise value.

此职位负责领导和作出决定,并管理前厅,行政楼层,礼宾,关爱热线。保证希尔顿酒店的价值承诺

1.      Leads and motivates team members by leading by example and employing competent and consistent management practices

通过训练领导和激发团队员工。

2.      Takes responsibility of the entire hotel in the absence of FOM, other managers and the General Manager.

其他经理不在的情况下,代替其他经理和总经理作为整个酒店的职责经理。

3.      Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required

积极地参加职业培训,让员工保持水平一致。

4.      Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.

训导团队,提高员工水平,激励他们完成目标。

5.      Manage turn over to maintain reasonable ratio.

控制酒店员工的流失率。

6.      Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, PRC Labour Law and HR guidelines. Distributes appropriate discipline when and where required.

确保员工手册,相关劳动法,HR指南的一致性,如有违反,纪律处分。

7.      Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.

根据希尔顿标准,进行每年一次的1:1的个人发展回顾,确保对员工进行公平客观的描述,以便为员工提供继续发展的平台。

8.      Is involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.

训练和发展有潜力的员工,令其有更好的职业前景。

9.      Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.

致力于酒店工作,为酒店发展提供建议,有创新精神,为顾客提供品质服务。

10.    Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.

负责新员工的培训,使其尽快胜任工作,并告知酒店的要求。

11.    Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

为顾客提供热情服务,让他们有宾至如归的感觉。

12.    Manages guests’ communication in an efficient and effective way, ensuring that guests are not delayed and that replies or follow up is made within Hilton Brand Standard timings. Make sure all guest complaints can be solved within 24 hours.

及时有效的和宾客沟通,确保给顾客及时的答复。每个客人的投诉要求必须要在二十四小时内解决。

13.    Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonors and Frequent Flyer Number enquired about, and method of payment secured.

登记客人,确保客人信息完整填写并确认,按照希尔顿荣誉会员和飞行里程会员的要求服务和发展会员,同时确认付款方式。

14.    Ensuring that guests are escorted to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.

将客人送至客房,介绍客房布局,确保行李及时递送等。

15.    Handles complaints promptly and efficiently, taking the necessary action, and informing other Guest service Managers for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.

采取必要行动,及时有效的处理顾客的不满,适当的时候告知其他宾客关系经理。回访客人,确保客人对解决方法满意。

16.    Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted.

关注客户信息和喜好,确保满足客人的要求。

17.    Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.

作为接待VIP客人的酒店员工,要确保为客人提供人性化服务。

18.    Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.

按照客人的预定或喜好安排房间,控制房间。

19.    Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.

向非希尔顿荣誉会会员的客人宣传以及讲解会员福利政策,发展客人加入会员。确保为现有希尔顿荣誉会会员得到个性化以及专业的服务。

20.    Liaises with Sales, Reservations and the Business Development team to handle corporate.

和销售,预定和商业发展团队共同为客人提供服务.

21.    Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way.

及时准确的将客人的信息录入公安报告系统。

22.    Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.

遵循希尔顿品牌标准。

23.    Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.

掌握希尔顿酒店的基本概况,如酒店设施设备,提供的服务,以及希尔顿集团和集团内其他酒店的情况。

24.    Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.

了解酒店周边地区的最新信息,名胜,风景地等,为顾客提供方便。

25.    Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.

确保前台和其他部门间的沟通交流,特别是客房部,餐饮部等。

26.    Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use and operated in an organized and systemized way. Also Ensures that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.

保持酒店数据的准确,便于操作。维持前台设备的正常运做和工作区域的清洁。

27.    Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Conducts daily briefings, shift handovers, attends meetings and effectively communicates information to team members.

及时将信息传递至相关人员,确保尚未完成的事情移交至有关人员,让宾客满意。参加必要的会议并阅读交接日志。

28.    Ensures that the Front Office Manager is kept aware and up to date of operational issues.

随时向前厅经理汇报最新的动态。

29.    Prepares the room and rate discrepancy report on a nightly basis, ensuring that the room occupancy, rate and packages are correct, and taking corrective action where necessary.

每天准备房差报告,确定房间的出租,出租率和包价正确的, 并采取适当的行动。

30.    Prepares the Daily Briefing Sheet on a nightly basis, completing the room, rate, revenue, market segment, and competitor information, and distributing it on a daily basis.

每天准备夜晚店员摘要,完成房间、比率、收入、市场片段和竞争者数据等。

31.    Prepares the daily info sheet each morning, including the results from the previous night, forecast for the day, F&B promotional information, meetings, and VIP arrivals and departures etc.

每天早晨准备每日报告,包括前一天运营情况, 对今天的预测,餐饮部的推广,会议和贵宾抵达及离 店等。

32.    Ensuring that all postings are done prior to closing the night and running the audit.

确保系统过夜审前完成所有帐目的录入工作。

33.    Ensures that the day-to-day functions of the front desk are completed. Including but not limited to Guest Services Manager’s checklist, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards.

确保完成每日的任务,包括并不仅限于工作检查表所列的工作。

34.    Checks Registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is actioned.

核对登记表,会议信息,转帐协议,财务记录和文件备份等。

35.    Completes reports where and when requested, ensuring that they are complete and delivered on time to the respected party.

提供完整的报告,并及时送至所需部门。

36.    Ensures that the front desk is kept stocked and maintained with requisitions and that par levels are maintained and stock tracked.

节约成本,控制库存。

37.    Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.

警惕商业竞争行为,保持酒店的竞争力。

38.    Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests.

根据市场战略进行销售并向客人提供物有所值的报价。

39.    Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Is a part of the Fire Team and takes action accordingly.

参与编辑健康安全,危机管理,灾难处理,救火程序并采取相应行动。  

40.    Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.

汇报有关酒店系统,硬件设施的有关问题及处理方式。

41.    Maintain GM Log on daily basis and make sure to distribute to 4Ds and department heads. 

填写每日总经理日志并分发给相应的部门和总监。

42.    Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.

严格遵守现金收付手续,确保员工平帐并交款。

43.    Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.

根据酒店的信用制度收取现金,信用卡,转帐,提供外币兑换服务等。

44.    Maintains safety deposit boxes, ensuring that guests valuables are safe and secure at all times.

为客人提供保险箱,保证他们的财物安全。

45.    Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.

确保未付帐款的收取和预定客人的付款方式。

46.    Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.

保证帐单准确。

47.    Manages costs effectively by minimizing and controlling expenses.

控制花费,节约成本。

48.    Manages and approves rebates, refunds and discounts where applicable.

管理控制折扣,返款和调帐等。

49.    Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.

抓住商机,用合理的方式提高酒店收入,确保客人物有所值。

50.    To undertake any other reasonable task or request as directed by the management.

接受部门其他合理的任务或要求的安排。

51.    The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.

如有必要,该部门有权更改或补充该职位描述