Guest Service Supervisor 宾客服务主管
- 湖北省武汉市
- 长期
- 全职
- Reviewarrival information on a daily basis; VIP, Loyalty member, Regular guest,Groups, special requests, etc. Follow up with Housekeeping and Room Service
- Responsiblefor correct registration procedure; registration card, room allocation, creditpolicy, etc.
- Maintaingood working relations with all departments, especially Housekeeping andReservations. Checks discrepancies and out of order rooms, to ensure correctroom status at all times
- Responsiblefor correct handling of cash and cheques, credit cards, foreign currencies,vouchers and invoices
- Responsiblefor prepare activities for group arrival, correct definition of group mastersto ensure correct charges
- Responsiblefor correct check-out procedure following hotel's policies and procedures
- Responsiblefor reservations, changes and cancellations when Reservation Office is closed
- Reportto management on deficiencies and irregularities noted in the operation
- Maintaina thorough knowledge of the room rates, discounts, packages, hotel facilities,special events, etc. and ensures GSA's knowledge of the same
- Responsiblefor correct selling status in the Reception at all times, by close liaison withReservations
- Ensurethat guest complaints are properly logged and acted upon by trying to avoid anyguest leaving the hotel dissatisfied. Solicits assistance from Guest ServiceManager or Loyalty Manager if needed
- Assistin preparing staff schedules, ensuring adequate staffing to meet businessdemands
- Assistin preparing payroll information on the due dates, to ensure correct payments
- Maintaingood knowledge of all corporate programs, ensure GSA's knowledge of theseprograms
- Maintaingood knowledge of the loyalty program, ensuring correct handling, preparesreports and actively participates in enrolling new members
- Assistin resolving accounting matters; disputes, missing back-ups etc
- Ensurethat all guest comments are logged and forwarded to the Assistant Front OfficeManager
- Assistin departmental training and assessments
- Cooperationand teamwork for all sections and other department to ensure proper guestservice delivery.
- Deliverhigh quality service to guests
- IdentifyVIP, loyalty member, regular and long staying guest, develop rapport to offerpersonalized service and assistance
- Takeappropriate action to resolve guest complaints
- Ensurea high level of cleaning is maintained in your work area
- Carryout other tasks as directed by your leaders
- Communicationskills are utilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat reflects highly on the hotel, the brand and the Company.
- Goodknowledge on Front Office and well familiar with Club Intercontinentaloperation.
- Goodsupervisory, organize and problem solving skill.
- Goodcommunication and writing skills.
- Proficientin the use of Microsoft Office and Front Office System
- Diploma in Hotel Administration, Hotel Management orequivalent
- 2years' experience in concierge or related discipline，or an equivalent combination of educationand experience.
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