Guest Relation Manager酒店宾客关系经理工作职责与职位要求.docx

Guest Relation Manager酒店宾客关系经理工作职责与职位要求职位描述： 工作职责Responsiblities: 1.保证宾客资料〔PMS和PSB〕的准确和及时的录入，预订资料、登记卡信息等按标准和要求存档； 2.有效的管理团队的日常营运，监督团队成员的绩效，给予团队成员反馈、培训、教导； 3.保证团队掌握酒店内的各项服务、设施设备、活动的知识，并在恰当的时机将服务和产品推举/促销/混合销售给客人； 4.日常抵店客人的房间安排，以保证宾客的特别安排/客人的要求能提前予以妥善安排； 5.负责为团体宾客抵店做好前期准备，及保证正确结算费用密切合作，支持销售及市场团队的业务 6.突发事件的有效处理； 7.密切督导团队，以保证处理收银〔如现金交易，存款/付款收款，信用卡/借记卡结算，外币兑换，现金垫款等〕，并依据公司的政策和程序以及现金在任何时候都是准确的； 8.带领和促进热情的工作气氛; 坚持优良的工作环境，促进团队合作，绩效，反馈，认可，互相尊重和同事达成部门和酒店目标； 9.协助部门经理确定部门的培训需求，并建议有效的培训计划，以保证服务标准和同事的知识符合要求的标准。

1.Ensure data are input in the guest database (PMS and PSB) in an accurate and timely manner, and supporting documents of reservations, registration cards and chits are properly filed in accordance to company policies and requirements. 2.Supervising the team’s day-to-day performance and proactively provide support and assistance whenever required; Monitor individual colleague’s performance and proactively provide feedback, training and coaching if appropriate after discussed with direct report. 3.Be knowledgeable and ensure the team is knowledgeable about all the services, facilities, events in the hotel and be ready to sell/ upsell/ cross-sell hotel services to guests at anytime. 4.Check room assignment daily for all arrivals including but not limited to on-day’s, following day’s and next day’s to ensure special arrangements/ guest preferences are being entertained/ met in advance. 5.Responsible for prepare activities for group arrival, correct definition of group masters to ensure correct charges. Work closely and support S maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal of the department as well as hotel. 9.Assist direct report to identify training needs of the department and recommend effective training programs to ensure service standards and colleagues’ knowledge are met with required standard. 职位要求Requirements: 1.熟悉前台和收银工作； 2.优良的英语沟通能力； 3.优良的管理技巧； 4.至少5年前台工作经验〔担任前台主管1年以上〕； 5.国际品牌酒店工作经验优先合计； 6.酒店或相关服务业的专业优先合计； 7.态度积极； 8.具有团队合作意识； 1.Familiar with Reception and Cashier duties 2.Good English language skill 3.Good supervisory skill, with emphasis on “ people management〞 4.Minimum 5 years Front Desk working experience including 1 year experience as Front Desk Supervisor 5.Working experience in international luxury hotel group is required 6.University degree in hospitality or related subjects preferred 7.Positive attitude under pressure 8.Good team player。