Gerente de atendimento ao cliente
Hotel Brand: InterContinental
Location: China, Yunnan, Lijiang
Hotel: Lijiang Ancient Town Resort (LJGAC), 276 Xianghe Road, Distrito da Cidade Antiga, 674100
Número do trabalho: 108182
Duties and Responsibilities工作职责
- Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
- 直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。
- Has thorough knowledge of hotel facilities including the timings, charges, cuisine served in different outlets and offer assistance to place orders
- 熟知酒店情况，包括时间安排、收费情况、各餐厅提供的菜肴，并协助客人进行预订
- Has good knowledge of the city to be able to offer suggestions if required
- 熟知所在城市的信息，以便在客人需要时向其提供建议
- Has the ability to coordinate with the guest in order to foresee and meet his needs in advance and efficiently
- 有与客人进行协调的能力，有效的预见解决客人的需求。
- Provides functional assistance and direction to all departments. Cooperates, coordinates and communicates with other hotel departments as required.
- 向所有部门提供功能性支持和指导，按需要与酒店其它部门进行合作、协调和沟通。
- Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
- 对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。
- Supports Front Office Manager in execution of the management of staff
- 协助前厅部经理管理员工
- Supervises and directs Front office personnel and other relevant area.
- 对前厅及相关区域工作人员进行监督和指导。
- Supports and assists Front Office personnel and all departments when it’s needed.
- 在需要的时候向前厅部工作人员和其它所有部门提供支持和协助。
- Ensures VIPs and priority club guests receive special attention
- 保证贵宾和优悦会会员受到特别关照。
- Inspects front of house and back of house regularly for cleanliness.
- 定期检查一线各部门和二线各部门的清洁状况。
- Assists Guest Relations in greeting, rooming, and sending off VIP guests.
- 协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行。
- Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
- 监督员工的行为、制服穿着、卫生和外表形象。
- Provides input for Front Office meetings.
- 为前厅部会议提供信息 。
- Promotes hotel sales and in-house facilities.
- 促进销售及推销酒店内的设施。
- Checks billing instructions and monitors guest credit
- 检查结帐说明并监督客人信用情况。
- Analyses and approves discounts and rebates accordingly.
- 分析和批准打折相关事宜。
- Analyses the rate variance report to ensure rooms revenue control
- 分析房价差异报告以保证控制客房收入。
- Update Guest History Maintenance
- 维护更新客史档案
- Prepare contingency reports
- 准备应急报告
- Takes action with the Property Management Systems (PMS) in emergency situation.
- 在紧急情况下使用酒店管理系统（PMS）。
- Fully conversant with all hotel emergency procedures.
- 熟知酒店紧急情况所有处理程序。
- Ensures front line staff complies with FIT marketing techniques and maximize sales.
- 确保一线员工遵从散客市场技巧并最大化的进行销售。
- Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
- 与行政管家紧密联系，以确保客人的特殊需要、关于各类用品的需要和其它与客房相关的需要得到满足
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
- 掌握信用政策和程序，并与财务部密切联系，以确保信用程序的完全执行。
- Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service, HSKP, Engineering and works with Human Resources to ensure their performance is effectively managed.
- 对夜岗人员进行监督，包括外包人员、搬运工、保洁人员、客房服务人员、送餐部及工程部等，并与人力资源部门合作，以确保对上述人员的工作情况进行有效管理。
- Oversees the Night Audit Function
- 监督夜审工作
- Develop, update and train standards and procedures
- 就各项标准和程序进行开发、更新和培训
- Produce Revenue Reports
- 制订收入报告
- Perform file back up maintenance
- 做好档案备份维护工作
- Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers
- 检查所有夜审工作和前厅部及各营业场所的日常销售交易的核对，对所有收银机进行检查并向经理报告各种异常情况
- Week end and Month end reports completed in line with policy
- 依照政策规定完成周小结和月度小结
- Advise Line Managers of recurring errors
- 就反复出现的失误情况向经理提供建议
- Works with Superior and Human Resources on manpower planning and management needs
- 与上级领导和人力资源部一起进行人力规划和管理需求。
- Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
- 与上级领导和财务总监一起编制和管理部门预算。
- Perform other duties as assigned. May also serve as manager on duty.
- 可能需对酒店的安全负责，确保将偷窃、犯罪和其它风险降至最低。完成其它分配的任务，可能需要担任值班经理。
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