招聘宾客服务经理Guest Service Manager_厦门海旅温德姆至尊酒店招聘信息-最佳东方

DUTIES AND RESPONSIBILITIES职责和义务

1. Be a good team models, keep a strong relationship with guest.成为部门好典范，与宾客建立良好关系。

2. Responsible for training and development of Front Office associates, ensure they are hospitality outgoing and customer service-oriented.负责培训和发展前厅员工，确保他们殷勤待客，外向活泼和以提供优质服务为本。

3. Responsible for the smooth, efficient and professional operation of Front Office.确保前厅部的工作能够顺利、高效、专业地运转。

4. Be familiar with cultural differences to meet guest's specific needs and requirements.了解客人的文化差异以便提供周到的服务。

5. Coordinate among all departments, provides warm welcome and detailed service to hotel guest.与所有部门通力合作，为客人提供友好、优质、周到的酒店服务。

6. Supervise all the Front Office associates.督导前厅部全体员工。

7. Lead by example: provide a gracious and aggressive hospitality towards all customers. Be highly familiar and standards.以身作则，高度熟悉工作标准，给客人提供积极，殷勤好客的服务。

8. Assist with implementation of an effective training program for new and current associates using training matrix, menus and appropriate reference manuals.协助经理针对新员工和现有员工进行有效培训。

9. Assist with facilitating departmental training modules. Continually monitor, evaluate and revise training content to reflect changed in the process and address the needs identified by associates and your manager.帮助加强部门培训，不断监督，评估，修改培训内容以达到员工经理的需求。

10. Check the information board, daily event sheet, and have it updated in the daily basis.检查信息板，日常事务表，并每日及时更新。

11. Ensure that all Front Office associates are implementing to all hotel policies, procedures and standards while striving towards total guest satisfaction, ensure that all of them are working in a professional manner and attitude.确保前厅部员工完全遵从酒店的政策，工作流程和标准以保证完全的客人满意，确保员工专业的工作方式及态度。

12. Maintain a complete and accurate set of logs (handover, management schedule, emergency procedures, etc)确保交班准确完整。（交接，管理安排，应急处理程序）

13. Maximizes every opportunity to increase hotel transportation and room up selling revenue.抓住一切机会最大化酒店车辆收入以及房间升级促销收入。

14. Handle high balance guest, assist Front Desk with the payment master rooms including pending account.处理超额消费客人，协助前台跟进假房，包括待解决账目。

15. Arrange amenities and coordinate delivery time of amenities to VIP with Room Service, ensuring timely delivery.为VIP客人安排房间礼品并与送餐部协调送达时间并确保及时送达。

16. Responsible for supervising the hotel entrance door and all front office staff. And that all staff are present and well groomed.负责监视酒店正门主通道和前厅所有员工工作表现和仪容仪表。

17. Be a good team model, lead Front Office associates focus on details, anticipate and fulfill guest need, create memorable experience for hotel guest.成为部门好典范，带领前厅部员工关注细节，预见并满足客人需求，为酒店客人创造难忘体验。

18. Have Opera and CISA skills, be able to check in and check out.掌握Opera和CISA系统，能够为客人办理入住、离店手续。

19. Organize and conduct Front Office daily stand up meeting.组织前厅部的每日例会。

20. Ensure all guests experiencing a problem receive an appropriate response, and promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.确保所有客人遇到问题都得到及时反馈解决，任何客人承诺的赔偿都需及时以高效专业的方式跟进。

21. Well know the VIP program, ensure that the above-mentioned guests are receiving the high level service that they deserved.熟悉酒店的VIP客人接待程序等工作流程，确保以上重要客人得到他们应享受到的高品质服务。

22. VIP rooms blocking, ordering gifts, check gifts, check rooms, welcome VIPs and guidance to the rooms.提前安排好贵宾房间，欢迎礼品，检查礼品，检查房间，欢迎及护至房间。

23. GSM is responsible to ensure that each VIP and executive room guest or suite guest is welcomed and escorted to the check in on the 25 floor.所有贵宾，以及预订行政楼层或套房的客人应受到欢迎，宾客服务经理及以上管理人员应陪同客人前往25楼行政酒廊办理入住手续。

24. Be well know all emergency procedures and be able to act upon emergency.熟悉所有应急程序并且能够在紧急情况发生时按规定予以实施。

25. Ensures all operating equipment in Front Office in good working condition.确保前厅部所有的操作设备正常运行。

26. According monthly Wyndham Rewards enrollment goal set up daily goal to every Front Desk Agent.根据月度会员引入目标，为前台员工设立每天会员引入目标。

27. Monitor safe deposit box procedures, audit accuracy of cards with proper signatures, make an inventory safe deposit key regularly.监控保险箱程序，审查保险箱卡片有客人准确的签字，定期盘点保险箱钥匙。

28. Work closely with Housekeeping to ensure accurate status of each room.与客房部密切合作，确保每间房间的准备状态。

29. Preview resumes for arrival groups, organize and coordinate master accounts, check in/pre-registration procedure, than share to all Front Office associates.提前查看抵达团队的信息，组织协调主账房, 入住登记的程序, 并将信息分享给所有前厅部所有员工。

30. Daily PSB supervise and check, ensure to correct upload and accuracy rate 100%.日常督导和检查PSB录入，确保系统上传准确率100%。

31. Be able to handle overbooking situation.能够处理房间超额预定的情况。

32. Check room rate daily, make sure there is no any mistakes caused by Front Desk associates that because of wrong operating in system.每日检查房价，确保没有由于前台失误的系统操作而引起的错误房价。

33. Daily check complimentary room report, make sure every complimentary room have related supporting document.每天检查零房价报表，确保每一间零房价的房间都有相关支持文件。

34. Make sure all equipment in hotel maintain in a good working condition (especially Lobby area).确保酒店所有设备保持良好的工作状态。（尤其大堂区域）

35. Perform related duties and special projects assigned by Front Office Manager.执行有关联的职责并完成前厅部经理分派的任务。

36. GSM must always be present and visible in the hotel lobby, they must complete any case they have from the GSM desk in the lobby.宾客服务经理必须随时在酒店大堂，并在宾客服务经理接待台完成当班工作。

JOB SPECIFICATION工作要求

1. At least 3 years’ experience in a hotel of international standard with.至少3年国际标准酒店工作经验。

2. Personable and assertive.气质良好，自信。

3. Facility in written and verbal communication.良好的口头表达和书面表达能力。

4. Should be well versed in local city history, places of interest, shopping areas, theatres, etc. for better guest service.精通当地城市历史，名胜古迹，购物区，剧院，等等，以便提供给客人更好的服务

5. Must be thoroughly familiar with hotel procedures and policy involving guest service and at least 5 year Front Desk working experience.必须全面掌握酒店操作程序和有关宾客服务的政策以及至少5年的前台工作经验

Welcome to Wyndham Grand Xiamen Haicang欢迎光临厦门海旅温德姆至尊酒店Premier location绝佳地域Ideallylocated at Haicang Avenue,the platinum five-star Wyndham Grand Xiamen Haicangis the first international five-star luxury branded hotel in Xiamen’s HaicangDistrict. Located in beautiful Haicang Bay，thestart of Haicang Avenue, separated to the Gulang island and Lujiang Road onlyby the ocean. Easily accessible to Haicang’s Export Processing zone and XiamenPilot Free Trade Zone, the hotel is a 20-minute drive from the Xiamen GaoqiInternational Airport and the railway station，also a 30-minute drive to Xiamen north train station and 3-minutedrive from the Entry to motorway,500 meters far from Songyu Dock, 15-minuteship to Gulangyu Island, Ferry and Zhongshan Road.厦门海旅温德姆至尊酒店, 坐落于美丽的海沧湾，海沧大道的起点，是厦门市海沧区首家国际奢华五星级品牌酒店。其地理位置优越，与鹭江道和鼓浪屿隔海相望，紧邻出口加工区，厦门自贸试验区。交通便捷，至厦门高崎国际机场及厦门火车站仅需30分钟车程，距厦门动车北站仅需30分钟车程，到达高速入口仅需3分钟车程，与嵩屿码头仅相距500米，乘船至鼓浪屿及轮渡中山路仅需10分钟。Elegance&Comfort舒适优雅Offering353 spacious and beautifully decorated regal guestrooms and suits withbreathtaking views of the Xiamen Island, Gulangyu Island and stunning views ofXiamen Haicang Bay makes your stay more comfortable and visually appealing.酒店共设353间豪华宽敞的客房及套房，可凭窗眺望厦门岛、海沧湾及鼓浪屿的醉人景致，令人惬意舒畅。A Culinary Experience美食体验The AllDay Dining Constellation Western Restaurant in hotel invites you to experiencethe interactive “open kitchen theater” stations where you can appreciate thewide selection of culinary specialties. In Chun Xuan Chinese restaurant, weprovide the delicious dishes of classic Cantonese food and special localseafood. In addition, Qin Huai restaurant with Huaiyang feature bring you thediverse dishes from Watery Towns in Southern China, tasting the variousepicurean food like the ancient Chinese poetry:” A few houses hidden past anarrow bridge where a quite creek running below”. Meanwhile, through thewindow, you can appreciate the magnificent view of the sea and the sky mergedinto one, enjoy the wide different experience.星璨西餐厅诚邀您来体验开放式“剧院厨房”的互动美丽，尽享国际美食带来的饕餮盛宴。在椿轩中餐厅我们为您准备了融合经典粤菜与本地特色海鲜的佳肴美馔供您挑选。此外，具有淮扬特色的秦怀餐厅还为您带来了江南水乡的各式风味美食，让您在品味小桥流水人家别致情怀的同时，还能惬意欣赏窗外海天一色的壮阔奇趣，享受风格迥异的绝妙体验.Meeting Your Needs会议及宴会首选TheWyndham Grand Xiamen haicang is one the best -equipped video conferencingvenues in the city . Spacious conference and banquet facilities to ensure yourconference, wedding, banquet and social gatherings not only meet , but exceedyour expectations.酒店拥有齐全的会议及宴会设施。1400平方米的会议和宴会场地，可同时接待1000人的会议及宴会，11间不同大小的多功能厅则可举办更为私人的活动。一支创新，灵活的专业服务团队，为您的会议或宴会搭配精彩纷呈，激动人心的主题，确保活动的圆满成功。Fitnesss Centre 健身中心WyndhamSports Center lead the customer to discover healthy way of life which is themost relaxed experience. Build the biggest gym center among Xiamen luxuryhotels, equipped with the top-level facilities and the professional coaches,where you can enjoy the distance from complication and have a leisurely trip,rebuilt yourself and integrate with nature. Meanwhile Wyndham Grand offers poolthat open all year round, large yoga room and playing center designed forchildren , which give you diverse experiences of life.总面积1700平方米，蓝睦健身中心引领客人发现健康生活方式，体验身心的极致放松。打造全市最大的奢华酒店健身场所，配备顶级的健身器材，以及专业的健身教练。让您能远离喧嚣，悠然自得，重塑自己，融入自然。同时酒店拥有全年开放的户外泳池，超大的瑜伽操房，以及为儿童量身定做的游乐中心，给您的业余生活带来丰富的彩。酒店地址：中国福建省厦门市海沧区嵩屿东路88号电话：（86 592）688 5555传真：（86 592）688 2170电子邮箱：hr@wyndhamgrandxm.com