Guest Relations Manager

[{{ $ctrl._job.status.name | translate}}] Guest Relations Manager
Four Seasons - Pudong

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Job description

BASIC PURPOSE: Oversees the Front Desk operations and acts as the manager on duty in the hotel when senior managers are not available. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
基本目的:负责前台业务和高级管理人员不在时充当经理。指导员工也是自己履行这些下列职责:欢迎并登记入住客人,介绍客房,并建立信贷或付款方式。帮助客人离店,准备和解释房帐。准确回应客户的需要和要求,然后加入个人的建议,并遵守所有四季的政策,以实现最大的客户满意度,同时应对各种各样的客人的要求。
ESSENTIAL FUNCTIONS:
基本职能:
1. Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed. (20%)
管理前台员工。面试,培训和排班。进行绩效评价。如需要可约束员工。(20%)
2. Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups. (10%)
配合销售部为客人办理入住,离店和做账。为客人保留房间并确保没有任何问题。审查每天入住客人,确保对特别关注客人,回头客和团体的处理得当。(10%)
3. Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements. (10%)
确保跟进所有的金融和信贷程序。与前厅经理和/或信贷经理解决信贷问题。审核所有支出,回扣,现金支出和抛帐。班结束时检查收银员的工作,以确保所有交易的对账与适当的审批及签注。(10%)
4. Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. (10%)
对与安全,安保,满意度和酒店客人和员工,高级管理人员不在时采取行动。在任何酒店紧急或安全情况下迅速和有效地响应。(10%)
5. Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone. (10%)
从酒店的各个领域,解决了客户投诉,以热情好客和专业的最高水平处理所有客体的交流,尽可能满足特殊要求;解决客户投诉,在酒店服务,运营时间,工作人员,活动会议,指路等协助客户。及时礼貌的回应客人所有的要求。亲自或者通过电话与客人进行交流。(10%)
6. Checks guest in and out in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction. (10%)
以礼貌友好的方式检查客人的入住和离店情况,尽可能使用客人的名字。确保客人指定类型的房间要求和正确的房帐。安排行李被传递到客房。给客人正确的房卡。确保顾客满意率,房卡,输入晚到的账单并给客人出示房帐。准确的用信用卡或现金完成交易。(10%)
7. Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. (5%)
利用多种计算机系统检查客人进出,运行每天的报告,并选择和保留到达客人的房间。(5%)
8. Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. (10%)
遵守和执行EMPACT所载的四季类别一和类别二的工作规则和行为准则。(10%)
9. Works harmoniously and professionally with co-workers and supervisors. (10%)
保持与同事以及上级和谐的工作环境以及专业度。(10%)
10. Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator. (5%)
预订部门工作人员不在的情况下可接受预订,更改和取消。能在总机人员不在的时候回答客人的电话,并正确的指导他们。(5%)
 

Requirements

See description

Job type
Fulltime job
Location
LuJiaZui, China
Department
Front Office reception
Starting in
As soon as possible

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