宾客服务中心经理 职责描述 (2).doc

工作职责描述Job DescriptionRef. NoEffective Date SubjectGuest Service Center ManagerIssued By Page1-4Approved By Mr. Wilson Li Director Of RoomsJOB TITLE: GUEST SERVICE CENTER MANAGER工作职位 ： 宾客服务中心经理DEPARTMENT:GUEST SERVICE CENTER所属部门 ： 宾客服务中心REPORT TO:DIRECTOR OF ROOMS直接上司 ： 房务总监SUPERVISES:GUEST SERVICE CENTER AGENTS 监管： 宾客服务专员BASIC FUNCTION基础职能Direct and responsible for the Guest Service Center, to make sure all guest service issues are satisfy completed, including all requests / enquiries from guest, providing advises, instructions, supports to other departments on guest service and follow up for completion.Handling guest complaints with proper recovery action, ensures guest satisfaction. Monitoring guest history, ensures the anticipation to meet guest requirement for next visit.负责所有客人服务事宜,包括所有来自客人的要求/问讯,必要时向其他部门提供指令,建议和支持并且跟办落实.掌握客人投诉,实施适当的补救措施,确保客人满意.监控客史资料,确保在客人下次光临时预见客人需求.DUTIES AND RESPONSIBILITIES职责和义务1. Be always aware and follow with all points in job description of Managing Guests and Managing Staff and Managing the Department, offer any possible assistants to the guests and staff of the department.遵从执行员工管理/部门管理工作描述中的所有条款, 尽所有可能为客人提供帮助并管理所属员工及部门.2. Organise the Guest Service Centre to ensure that it is run in a smooth and orderly fashion.组织宾客服务中心,确保本部门平稳运行.工作职责描述Job DescriptionRef. NoEffective Date SubjectGuest Service Center ManagerIssued By Page2-4Approved By Mr. Wilson Li Dierctor Of Rooms 3. Completely familiar with and carries out all policies and procedures established by hotel.熟悉并执行管理集团和本酒店制定的所有政策和程序.4. Completely familiar with hotel services, facilities and responsibilities.熟悉本酒店所有服务,设施,职责.5. Supervise all Guest Service Agents to ensure that they adhere to hotel policies and procedures to the guet.督导所有宾客服务专员,确保他们遵从酒店制度和程序.6. Provide training and guidance to all Guest Service Agents including all new hires.为包括新雇用的所有宾客服务专员提供培训和指导.7. Assist Guest Service Agents answering all enquiries from in-house guests, including offer assistance with guests One-Stop Service.协助宾客专员回答所有客人问询,包括为客人提供一步到位的快速服务。8. Delegate the job to the Guest Service Agents,.provide guests with courteous and efficient service.指派工作给宾客服务专员,为客人提供礼貌和迅捷的服务.9. Assist the Guest Service Agents in handling any complaints, facing to guest to handle the complaint if necessary.协助宾客服务专员处理客人投诉,必要时面对客人直接处理投诉.10. Handle complaints from guests, providing suitable solutions to solve the problem through coordination with related department, follow up and get feedback to guest.掌握来自客人的投诉,提供适当的解决办法发布给相关部门,跟办并回复给客人.11. To make reservation for restaurants, sightseeing and local activities for hotel guests.协助酒店客人预定餐厅,游览及各种本地活动.12. Assist the Guest Service Agents to handle guest requests immediately.协助宾客服务专员迅捷地完成客人的要求.工作职责描述Job DescriptionRef. NoEffective Date SubjectGuest Service Center ManagerIssued By Page3-4Approved By Mr. Wilson Li Director Of Rooms13. Assist the Guest Service Agents for guests wake-up calls and relay to the Telephone Operator.协助宾客服务专员接受住店客人关于叫醒服务的请求,联系总机.14. Assist the Guest Service Agents to sort out and to organize messages and faxes for guests.协助宾客服务专员分类,整理留言和传真.15. Assist the Guest Service Agents to provide guests with any information pertaining to the hotel or the local/national area.协助宾客服务专员向客人提供有关酒店和本地的消息.16. Monitoring guest history, remark and trace, ensures all guest request, complaints are properly recorded and followed up by related department on daily basis.每日监控客人历史记录及需要跟办事项,确保所有客人的要求,发生过投诉得到正确的记录并得到相关部门的跟办. 17. Ensure that weekly/monthly reports of the department are prepared, reviewed and forwarded to General Manager, Director Of Rooms and related departments.确保每周/月的报告,如:客人要求报告的准备,回顾发送给总经理、房务总监及相关部门.18. Holds service improvements meetings with Front Office, Housekeeping, Room Service and other related departments.主持与相关部门,如前台,客房,送餐等部门的服务改进会议.19. Performs duties common to all managers and other duties as may be assigned.履行同所有管理人员的职责和其他可能被要求的工作职责.工作职责描述Job DescriptionRef. NoEffective Date SubjectGuest Service Center ManagerIssued By Page4-4Approved By Mr. Wilson Li Director Of Rooms JOB SPECIFICATION职位要求1. Verbal and written facility口头表达能力和书面表达能力良好2. Aggressive, good human relations要求上进，良好的人际关系3. Courteous, patient, with sense ofresponsibility.礼貌,耐心,有责任感.4. Male 56” height (min)男性：至少5尺6寸 (至少)Female 53” h