Responsibilities of Hotel Guest Service Manager 1
1) The main working place is the hotel lobby, which supervises, guides and drives the implementation of landmark services in Mo Lifeng;
2) Every day at the peak of branch operation, they must appear in the lobby to ensure that all employees provide customers with Mo Lifeng's iconic services;
3) supervise and manage the symbolic service of the branch, and be responsible for collecting and counting the daily symbolic service data.
Report to the general manager of the branch and the service director of Mo Lifeng every month;
4) Responsible for the procurement and maintenance of Mo Lifeng brand service tools, and editing and sorting out the copy;
5) Assist the branch to handle customer complaints and pay attention to customer opinions from various channels;
6) Supervise, guide and train employees' customer service attitude, skills and awareness in time, and have the right to treat employees accordingly.
Corresponding reward or punishment (according to the rules formulated by each branch);
7) directly participate in the assessment of branch employees (customer service); This assessment result affects the distribution of employee bonuses.
8) Maintain effective communication with Mo Lifeng Hotel Service Director to improve the customer service quality of the branch at any time;
9) Assist the general manager of the branch to receive important customers (such as investors' visits and distinguished guests). ) and confirm the VIP according to the daily sign-in.
Be familiar with his name and implement every detail of VIP reception; See each distinguished guest off;
10) is responsible for the training of Mo Lifeng brand service of the branch company;
1 1) Handle other work related to branch services.
12) Establish good relations with guests, repeat customers and VIPs on behalf of the hotel.
13) communicate with the guests, understand their feelings in the store, listen to and record their opinions and feed them back to the superior leaders.
Responsibilities of Hotel Guest Service Manager II
1, according to the company's development plan and brand characteristics, build and optimize the operation service system (H brand and Y brand);
2. Establish and formulate an executable hotel operation service system model and service standard process;
3. Track and check store service reviews, formulate store service rankings, and promote service rectification;
4. Pay attention to the industry trends and adjust and optimize the service concept of the brand;
5. Implement and optimize the customer research system, analyze the potential needs of the market and customers, and formulate service innovation projects.
6. Track and check store service reviews, formulate store service rankings, and promote service rectification;
Responsibilities of Hotel Guest Service Manager 3
1, including all the work contents of the front desk staff.
2. Assist the front office supervisor to supervise and guide the service quality of the front office staff in their daily work, and ensure hospitality, patience and meticulous, and strong sense of responsibility. Ensure that gfd meets the standard requirements.
3. Supervise and assist the front office supervisor to complete various tasks according to the standards.
4. According to the changes of the guest's needs and work conditions, we should do a good job of hotel personnel deployment at any time to ensure the quality of service to the guests.
5. Actively consult and collect the opinions and suggestions of the guests, properly handle the complaints of the guests in time, and ask the general manager for instructions in time if they exceed their duties and authority.
6. Reasonably control the room condition, personally handle the booking matters that need special arrangement, and realize profit.
7. Pay attention to and master the dynamic information of hotel safety, properly handle safety and accidents, follow up according to the events and report to the general manager in time.
9, responsible for the front office property management and guest supplies management, minimize the loss of goods.
10, responsible for the management of front desk items and lobby facilities and equipment; Timely replenish front desk consumables and repair damaged facilities.
1 1. Be responsible for the classification, binding and staging of Chinese and foreign guest registration forms, temporary accommodation registration forms, advance orders, team orders and other customer historical materials, transfer bills, safe use records and various reports within the time limit.
13. Make and follow up the training plan of front office staff and organize its implementation, and keep records.
14, formulate and improve the assessment system for each post in the front office department, and implement it; According to the assessment results, provide suggestions for personnel promotion.
15. Complete all tasks assigned by superiors.
Responsibilities of Hotel Guest Service Manager 4
1. Work under the leadership of the company, and be fully responsible for the management of the whole customer service system according to the target plan (responsible for formulating customer service standards, business standards and processes, and standardizing customer service behavior);
2. Responsible for the daily supervision of outsourcing units such as cleaning and greening according to company regulations, and timely follow up, coordinate and deal with problems;
3, responsible for timely handling of complaints and emergencies that subordinates failed to effectively solve, timely report to the person in charge of the service center, and submit a written report afterwards;
4. Responsible for the follow-up visit of service quality, regularly collect customers' opinions and suggestions and feed them back to relevant departments in time, and update tenant information in time;
5. Be responsible for formulating the annual training plan for employees in this department, regularly conducting business training for employees, standardizing work processes and service standards, and comprehensively improving the ideological quality and business level of employees;
6. Organize regular and irregular customer opinion surveys or interviews, regularly understand customers' opinions and suggestions on the company's services, conduct summary analysis, and establish a customer communication platform to ensure smooth communication and effectively maintain customer relations;
7. Be responsible for the monthly assessment of department employees, and supervise work discipline, work procedures and service quality;
8. Be responsible for formulating the collection plan of property service fees, actively carry out dunning work, and complete the planned tasks on a regular basis;
9. Be responsible for business contact and information communication with local government departments such as price, neighborhood committees, housing management and urban management where the project is located, accept guidance and supervision, and provide necessary support for establishing good foreign relations;
10, responsible for supervising, inspecting and guiding the employees of this department, strictly implementing the company's various rules and regulations and labor attendance discipline, correcting problems in time when found, and handling general violations;
1 1, other transactional work arranged by superiors.
Responsibilities of Hotel Guest Service Manager 5
1, fully responsible for the management of the hotel, leading employees of all departments to complete the planned objectives of the hotel;
2. Prepare the budget and final accounts of the hotel around the profit targets and tasks assigned by the company, and strictly control the operating costs;
3. Be responsible for the construction and management of the hotel team, and improve the service quality and staff quality of the whole hotel;
4, according to the market changes and development, formulate feasible marketing strategy, and organize the implementation and effective control;
5, fully responsible for safety management, pays special attention to food hygiene, public security and other work, to ensure the personal and property safety of guests and employees;
6. Responsible for maintaining the peripheral relationship of the hotel, paying special attention to the reception of important guests and shaping a good internal and external image.
Responsibilities of Hotel Guest Service Manager 6
1. Formulate the business direction and management objectives of the hotel, including formulating a series of rules, regulations and service operation procedures, defining the job responsibilities of employees at all levels, and supervising their implementation;
2. Responsible for the promotion and operation of OTA;
3, responsible for leading the hotel team to carry out sales work;
4. Responsible for the training and management of hotel staff;
5. Improve the hotel organization system to make it reasonable, streamlined and efficient.
Responsibilities of Hotel Guest Service Manager 7
1. Be fully responsible for the preparation, operation and management of the hotel, and achieve the annual, quarterly and monthly planning objectives of the hotel;
2. According to market changes and development, establish and improve supplier and customer management standards, formulate feasible marketing strategies, effectively integrate resources, open up markets, and organize implementation and effective control.
3, responsible for the establishment of hotel quality management system, improve the relevant management system, process and rules and regulations and supervise the implementation, improve customer satisfaction;
4. Regularly analyze the financial situation of hotel operation, strictly control the operating costs and various expenses around the profit indicators and work issued by the company, formulate the expense budget, prepare the hotel budget and final accounts and submit them to the company for examination and approval;
5. Be responsible for the establishment, training and management of the hotel team to improve the service quality and staff quality of the whole hotel;
6, responsible for the hotel service quality, food hygiene, public security, etc., to ensure the personal and property safety of guests and employees;
7. Responsible for the public relations between the hotel and people from all walks of life, pay special attention to the reception of important guests, and create a good internal and external image;
8. Check the working conditions of employees every month, supervise the progress of work, find problems in time, correct deviations and report major issues to the company;
9. Complete other work arranged by superior leaders.
Responsibilities of Hotel Guest Service Manager 8
1. This position requires makeup, grooming and tools. Gfd is dignified, neat and full of energy. It is forbidden to work under fatigue and depression;
2. Twenty minutes before going to work on time;
3. Keep the correct posture when standing and smile sincerely;
4. At work, always concentrate and maintain a cautious attitude;
5. The reception desk is clean and tidy, and the required items are neatly arranged and beautiful;
6. Be familiar with the location, telephone number and position of the main leaders of the offices in the property area, so as to be accurate;
7, can correctly identify whether the guest is the owner of the property area;
8. Reasonably arrange the stranded personnel in the hall and always keep the hall in good order;
9. Actively, enthusiastically, patiently and thoughtfully provide services to the guests, and properly and clearly answer the questions of the guests;
10, the sanitary condition in the hall is good, the facilities and equipment are running normally, and the warranty is timely;
Responsibilities of Hotel Guest Service Manager 9
1, implement the company's rules and regulations, and ensure the smooth development of all work according to the company's work instructions.
2. Formulate departmental work plans, establish and improve departmental management systems, specific work contents, responsibilities and service quality standards of each post, and supervise their implementation.
3, organize the completion of the annual business objectives and tasks, pay special attention to property management and accounting, control all expenses, improve economic efficiency.
4. Strengthen service awareness, establish the image of the scenic spot window, and realize zero major complaints during the year, with no more than two complaints in general.
5, regular inspection department facilities and equipment, do things neatly and in good condition.
6. Strictly implement the company's financial regulations and bill management system, strengthen the management of departmental tickets, and complete the handover procedures for handing over tickets.
7. Collect tourists' information, draw up tourists' distribution map, establish long-term and medium-term customer files, and submit the dynamic analysis report of tourists' market to provide basis for the company's decision-making.
8. Strictly implement the free reception measures in tourist areas, strengthen the reception service quality and operation process, strengthen communication with the company, strictly control the customs, carry out graded reception for receptionists, and reduce the reception cost.
9. Be responsible for the safety and health of culvert entrance, strengthen the dynamic supervision of service area, and ensure that the environmental management of the whole sluice area is fully covered and there is no management blind area.
10, do a good job in political and business reception, start with details, simplify reception procedures, and do a good job in follow-up communication of scenic reception.
1 1. Provide continuous training for subordinate employees to improve their professional level and quality.
12. Complete other work arranged by the company.
Responsibilities of Hotel Guest Service Manager 10
1. Be responsible for the overall work of the reception department, support the regular meeting of this department, keep abreast of the ideological trends of employees, effectively adjust and assess the gfd of the employees in charge of this department, organize discipline, be polite in language and work efficiency.
2. Be responsible for the preparation of employee worksheets, reasonably arrange the work of subordinates, adjust all kinds of consumables used by this department, and strictly control costs.
3, responsible for checking the implementation and implementation of safety and fire control work.
4. Formulate and organize the implementation of the training plan for service personnel, be responsible for the quality education of personnel in this department, pay special attention to the business training of personnel in this department, continuously improve the business quality of employees in this department, be responsible for the assessment of employees in this department, and correctly evaluate the work of subordinates.
5. Be responsible for drafting, formulating and drafting the job responsibilities, procedures, standards and rules and regulations of each position in this department, and make work arrangements according to the work plan.
6. Be responsible for coordinating the relations among the subordinate departments of the reception department, arranging and summarizing the work, studying and deciding on major issues of this department, praising good deeds, criticizing bad phenomena, and being strict with yourself.
7. Attend various regular meetings and special meetings on time, report the work of the department regularly, and report any major problems in time.
8. Be responsible for establishing and perfecting the work files of this department and reviewing and handling various reports. Supervise, inspect and assess the implementation of the work (service) standards, management system and post responsibility system of this department.
9. Responsible for organizing, implementing, supervising, inspecting, evaluating and implementing the total quality management and work suggestions of all office buildings.
10, complete other tasks assigned by leaders.
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