JOB SUMMARY 工作摘要 To uphold Marriott Group Sheraton brand standards and to be responsive to the instructions of the FOM/DOR/GM. The role of the Guest Service Manager will be to ensure that the requests and needs of all guests are accommodated. The Guest Service Manager will be responsible for the smooth operation of the Front Office department during shift, acting as the management representative for the Hotel to ensure complete guest and patron satisfaction. Guest Service manager will assist the Front Office Manager with all aspects of departmental operations, making business decisions for the unit in the absence of thereof, taking into account the Hotel’s philosophies, standards and procedures. The Guest Service Manager will ensure that associate’s act at all times in a courteous, safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained. 维护万豪集团喜来登品牌标准，直接对前厅经理、房务总监和总经理的指令负责。宾客服务经理须确保宾客的需求得到最大程度的满足。当班宾客服务经理确保当班次前厅部的顺利运营，并代表酒店管理层保障宾客及员工的满意度。在前厅经理不当班时，协助其对部门日常运营进行监督管理，确保当班次员工总是以礼貌、安全、有效的方式为客人提供高标准的服务，保证所有操作符合酒店标准与流程。 MAIN RESPONSIBILITIES & DUTIES主要职责义务 1. Follow all company policies and procedures. 遵守所有公司政策和程序。 2. Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates. 观察并预计宾客需求，亲自或协调其他部门提供及时、高效的服务。 3. Align your working practices and conduct with “Sheraton Wenzhou hotel” Vision; consistently strive to meet and exceed the expectations of both internal and external guests. 将工作实践与温州喜来登愿景联系起来。确保达到并超越内部及外部客人的期望。 4. Comply with “Sheraton Code of Conduct at all times. 总是遵照万豪集团商业行为规范。 5. Coordinate Front Office operations during shift, including Front Desk, Guest Service Centre, Club Level, Business Centre and Concierge to ensure guest service excellence and adherence to Marriott Group Sheraton brand standards and procedures at all times. 当班时总是协调前台、宾客服务中心、行政楼层和礼宾部，以确保总是能为客人提供符合万豪集团喜来登标准与程序的优异服务。 6. Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction utilizing the Marriott Service Standards at all times. 处理宾客投诉，总是能够采取即时的行动以保证宾客满意度和万豪服务标准。 7. Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of Marriott Reward Guest. 确保所有客人、不同级别的万豪礼赏会员得到热情的欢迎和认知。 8. Be proactive in observing operational needs across the hotel, enlisting associates from other departments to assist in areas where business demands are higher. 积极发现酒店运营需求，协调其他部门员工协助需要帮助的部门。 9. Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations. 有效地与不同级别的员工进行沟通，了解酒店运营中团队合作的重要性。 10. Inspect VIP rooms prior to arrival, and meet and greet VIP/Guest History guests where required upon arrival. 检查VIP、有客史档案的回头客的预抵房间，并且在大堂欢迎他们。 11. Supervise the management of inventory availability and blocking to ensure that each guest is accommodated according to their requirements, investigating any room discrepancies. 控制待用房间，确保所有分房达到宾客要求。调查所有差异房。 12. Actively manage an oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction. 房间卖超时，根据酒店政策与程序做出相应安排并确保被婉拒客人的满意度。 13. Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention. 协调、维护客史，并利用客史特别关注忠诚顾客、VIP顾客。 14. Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example. 以身作则熟知并鼓励销售酒店产品知识、服务及特殊活动。 15. Actively promote and drive MR and hotel upselling programs, ensuring that all associates are fully conversant in upselling standards and procedures. 推动万豪礼赏会员计划、增销计划，确保员工熟知增销标准与程序。 16. Complete Quality Assurance room inspections and regular property walks, ensuring that any maintenance needs are attended to on a timely basis. 适时的检查客房卫生及公共区域卫生，一旦发现需要维护的情况第一时间通知相关部门。 17. Ensure adherence to hotel credit procedures and policies at all times, leading by example. 确保信用政策正确合适地执行 18. Maintain cash float and accurately handle monies at all times 管理备用金。 19. Review all in-house accounts to ensure correct room rates are charged and authorize rebates/credits to guest’s accounts as necessary. 检查所有住店客人的账目，确保房价正确，如有异常情况授权员工进行相应的扣减。 20. Act in the capacity of Night Manager. 负责夜审。 21. Ensures that computer saves, backup reports are regularly done and assist in maintenance of all Information and Communication systems, to provide guest service excellence within a safe working environment. 确保常规的电脑备份、报表备份，协助维护信息及通讯系统，保障安全的工作氛围，确保为客人提供持续的高效服务。 22. Be fully conversant and efficient in the operation of switchboard and other related equipment, such as paging system, two-way radios, emergency phones, guestroom equipment operation, call accounting and hotel channel. 熟知服务中心机台等相关设备的操作，如寻呼系统、对讲系统、紧急电话、客房电话设备、计费系统和酒店频道等。 23. Ensure that all Front Office associates are motivated and trained in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals. 对前厅部员工进行培训、认证、表扬，确保员工积极、训练有素地为宾客提供符合标准程序的服务。避免和调解抱怨。 24. Assist with associate scheduling and rostering to provide adequate coverage of shifts. 根据需要对班次和人员进行恰当的调整。 25. Maintain manpower and materials cost control measures. 恰当地控制人力、物力成本。 26. Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals. 为提高服务标准和达成部门战略目标，适时地建议新的政策与程序。 27. Receive absentee calls and ensure appropriate Department Heads are notified. 部门经理不在时协助接听其电话，并确保在第一时间告知部门经理。 28. Deputize for Front Office Manager in his/her absence and attend meetings as requested. 前厅经理不在时代表前厅经理参加相关会议。 29. Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary. 记录logbook并交接相关信息至下一个班次，确保所有相关经理准确无误的收到相关信息。 30. Ensure maintenance of clean and tidy work areas in accordance with the hotel standards, leading by example. 保持所在工作区域的高度整洁符合酒店标准。 31. Ensure adherence to hotel policy regarding uniform and personal presentation, leading by example. 以身作则，保证员工的制服、仪容仪表符合酒店标准。 32. Completely understand, implement and ensure adherence to the local areas of the labor code and “Sheraton” policies. 熟知当地法规和喜来登政策。 33. Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required. 在火情发生或其它紧急情况时，能够称职的进行安全管理，接到疏散指令后，依据酒店紧急情况疏散程序进行疏散。 34. Ensure that the Front Office Manager or General Manager is informed immediately of any serious emergency, security or health & safety matter. 发生严重紧急情况、安全事件或其他生命财产安全时，确保第一时间通知前厅经理或总经理。 35. Perform any additional duties as requested by the Front Office Manager and Hotel Management. 完成前厅经理和酒店管理层交待的其它任务 36. Uphold the Marriott culture by demonstrating the Marriott Service Standards at all times to guests and fellow associates. 对待客人和员工总是能遵循明星服务标准，并在部门内部推动和维护万豪文化。 37. Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation, and related Hotel and Marriott Policies. 自身能够遵循相关安全法规和万豪政策。 38. To summarize, it is not the intention of this Job Description to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of the position. It is essential that Guest Service Manager is committed to his/her job and the success of the enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout the hotel. 宾客服务经理工作职责和范围不局限于上述内容，仅列出职位要求的几个重点方面。然而最重要的是宾客服务经理致力于承担工作的灵活性和更多的责任，将酒店的成功视为自己的成功。