·Assist GuestExperience Director in ensuring that the Guest Experience department is managedsuccessfully as an independent profit center and handling of guest issues andmonitor guest satisfaction by evaluating feedback and guest surveys. 協(xié)助賓客體驗總監(jiān)確保賓客體驗部作為一個獨立的盈利中心而進行有效管理，并通過評估反饋和訪客調(diào)查來處理客人問題并監(jiān)控客人的滿意度。 ·In absence of all department heads during thenight, supervise and assist all departments to ensure thenormal operation. 在夜間沒有任何部門負責人的情況下，監(jiān)督且協(xié)作各部門確保正常運行。 ·Ensure that allemployees are following standards and procedures set by the hotel. 確保所有員工都遵守酒店制定的標準和程序。 ·Manage and responsible for any guest complaints, incidents or emergencies that mayoccur during the night. 管理和負責夜間可能發(fā)生的任何客人投訴、事件或緊急情況。 ·Conduct front deskservices, including check-in and check-out processes forguests arriving and departing during the night. 提供前臺服務(wù)，包括為夜間抵達和離開的客人辦理入住和退房手續(xù)。 ·Conduct reservation services, responsible for booking confirmations onall related channels. 提供預(yù)定服務(wù)，負責在所有相關(guān)預(yù)定平臺及時接單。 ·Coordinate withhousekeeping department to ensure rooms are cleaned and prepared for guests. 與客房部協(xié)調(diào)合作，確保滿足客人清潔需求。 ·Monitor andmaintain hotel security, including surveillance and patrols. 管控和維護酒店安全，包括監(jiān)督和巡邏。 ·Review and manageinventory, ensuring supplies are fully stocked for the next day. 檢查和管理庫存，確保第二天的用品供應(yīng)充足。 ·Perform the end ofday closing, prepare night reports, including VIP report, PSB registration,high balance, incidents, and occupancy rates etc. 做好夜審，準備各類報告，包括VIP報告、證件登記相關(guān)的各類臺賬、消費超限額、客人事件和入住率。 ·Ensure that duringthe night the correct room revenue, rebates, and correct errors is accountedfor and ensure that all room discrepancies are followed up. 夜班時確保房間收入，減免的正確性和錯賬的改正，并確保所有房間差異都得到跟蹤。 ·Assist incoordinating an effective and efficient Payroll Management / Resourceallocation through establishing a flexible work force throughout the Division,based on the principles of Multi Skilling and Multi-Tasking. 根據(jù)“一職多能”的原則，協(xié)助部門負責人建立一個靈活的用人機制，協(xié)調(diào)有效和高效的薪資管理和資源分配。 ·Support Host needsin other departments based on the hotel priorities and anticipated businesslevels. 根據(jù)酒店的優(yōu)先次序和預(yù)期業(yè)務(wù)水平，支持其他部門對主理的需求。 ·Establish arapport with guests maintaining good customer relationship and handle all guestcomplaints, requests and enquiries on Guest Services. 與客人建立并保持良好的客戶關(guān)系，并處理所有客人投訴，要求和問詢。 ·Manages incompliance with established company policies and procedures and SOPs set forthe department. 按照既定的公司政策和程序進行管理，并為部門設(shè)置操作程序。 ·Ensure the Guest ExperienceDepartment meets quality and?internal standards. Identify process improvements and best practices.Provide feedback and develop processes to improve the guest experience. 確保賓客體驗部符合質(zhì)量和內(nèi)部標準。確定流程改進和最佳操作規(guī)程。提供反饋和改進流程，以改善客戶體驗。 ·Increase occupancy, ADR and RevPAR index by makingaccurate reservations using the implemented dynamic pricing strategies. Implement upsell program. 通過使用實施的動態(tài)定價策略進行準確預(yù)約，提高入住率，每日平均房價和每間夜平均收入。完成增銷計劃。 ·Workclosely with the Finance department on follow-up items, i.e., returned checks,rejected credit cards, billing accurateness, cashier handling etc. 與財務(wù)部在后續(xù)跟進事宜中緊密合作，如：退還支票，拒絕信用卡，賬單正確性，現(xiàn)金管理等。 ·Operate all aspects of the Guest Experiencecomputer system, including software maintenance, report generation andanalysis. 操作客戶服務(wù)部門所有的計算機系統(tǒng)，包括軟件維護，報告生成和分析。 ·Be personally and frequently verify that guest’scheck-in / out are receiving the best possible service. 經(jīng)常親自對客人在入住/離店時是否得到最佳服務(wù)進行核實。 ·Monitor call handling in Guest Experience andensure that all telephone standards are adhered to. 監(jiān)控賓客體驗部的電話服務(wù)，并確保其遵守所有電話服務(wù)標準。 ·Analyze call statistics and take corrective actionwhere necessary and highlight issue to Guest Experience Director. Minimize call abandonments. 分析通話統(tǒng)計數(shù)據(jù)，并在必要時采取糾正措施，并向賓客體驗總監(jiān)匯報突出問題。盡量減少呼叫放棄。 ·Maintain standardsof guest service quality. Analyze response time to guest’s requests for items and maintenance requests and highlight any issuesto the respective department head. 保持客戶服務(wù)質(zhì)量的標準。分析客人請求的回應(yīng)時間，并向相應(yīng)部門負責人匯報突出問題。 ·Ensure that the Guest Experience team projects awarm, professional and welcome image. 確保賓客服務(wù)團隊表現(xiàn)出熱情，專業(yè)和歡迎的形象。 ·Be in attracting, coaching, training, and retainingtalent by engaging and showing a genuine passion to develop others. 用真誠的熱情來吸引，指導(dǎo)，培養(yǎng)和留住人才。 ·Collaborate with Guest Experience Director inpreparation of annual department operating budget: Monitor monthly expenses,with emphasis on variances, assisting in preparing schedules, ordering,inventory management, and other administrative duties as needed. 協(xié)助賓客體驗總監(jiān)，編制部門年度運營預(yù)算：監(jiān)測每月開支，重點是差異，協(xié)助準備時間表，訂購，庫存管理以及其他需要的行政職責。 ·Make sure cleaning and engineering projects (guestrelated) during the night are supervised. 監(jiān)督確保夜間的清潔和工程項目（客人相關(guān)）。 ·Achieve maximumsell out where possible. 盡可能實現(xiàn)最大限度的銷售。 ·Act as a coach andmentor to team members, maintaining discipline as necessary. 在工作中為員工樹立榜樣，必要時采取紀律措施，確保賓客體驗部工作。 ·Attend career development training as and when required. 在必要時參加職業(yè)發(fā)展培訓(xùn)。 ·Ensure clear and timely internal team communication (e.g. of roomtargets, up-selling targets). 隨時確保團隊內(nèi)部的信息溝通（如：客房銷售目標；增銷目標）。 ·Responsible for overall department training plan including trainingrecords and delivery of training. 負責全部門的培訓(xùn)計劃，包括培訓(xùn)內(nèi)容的記錄和交付。 ·Able to efficiently perform all reception duties (accurate completion offorms, securing of payment). 保證日常前臺接待工作能夠高效運轉(zhuǎn)實施（表格單據(jù)要填寫規(guī)范，付款方式要有保障）。 ·Is knowledgeable on all hotel information, city information and eventactivities. 需要了解一切酒店信息、城市信息和重要活動事件的信息。 ·Proactively seek guest comments and feedback. 積極主動地尋求客人的建議和反饋。 ·Responsible for monitoring and controlling room inventory management. 隨時監(jiān)控客房的出租率。 ·Take ownership of complaints ensuring final resolution and guestsatisfaction. 設(shè)身處地的為客人投訴的圓滿解決和顧客滿意度負責。 ·Act as a role model and exemplifies delivery of Artyzen Brand ServiceStandards. 在工作中以雅辰酒店的品牌服務(wù)標準為依據(jù)。 ·Attend briefings and shift handovers, and conduct relevant teammeetings. 參加例會、交接班，并實時召開相關(guān)團隊工作會議。 ·Be familiar with hotel’s contingency plan. 熟練掌握酒店突發(fā)事件處理預(yù)案。 ·Comply with Health & Safety, emergency, fire and hotel rules andregulations. 遵守有關(guān)健康安全、緊急事件、火警和酒店規(guī)則等相關(guān)章程。 ·Completes checkson reports including- rate, room discrepancy, credit check, blacklist report. 確保檢查包括：房價、房態(tài)差異、信用核查、酒店黑名單等相關(guān)報表。 ·Conducts spotchecks all activities relating to Artyzen membership. 負責檢查所有雅辰會員計劃的工作實施。 ·Responsible forensuring accurate submission of guest information in the China Police Report system. 負責保證客人信息正確、完整的錄入中國公安報告系統(tǒng)。 ·Performs qualityspot checks on all aspects of the Guest Experience operations。 對賓客體驗部的一切運營工作進行質(zhì)量檢查。 ·Produces qualityimprovement plans and execute. 制定并實施產(chǎn)品質(zhì)量提升計劃。 ·Follows up onfinance related issues to ensure all payments are secured and accurate. 依照財務(wù)制度確保一切付款方式的保障性。 ·Monitor annualleave plans ensuring it is in line with business trends. 根據(jù)酒店運營情況合理安排年假。 ·Review and analyzeexpenses to keep in line with departmental targets. 回顧并分析開支預(yù)算以確保部門收益目標的達成。 ·Remaincommercially aware, maximizing revenue being always up-to-date on currentpromotions. 時刻保持經(jīng)濟頭腦，持續(xù)一貫性的日常促銷可以保證利潤最大化。 ·Adhere by allcompany rules and regulations. 服從公司的所有規(guī)章制度。 ·To undertake anyother reasonable task or request as directed by the management. 貫徹執(zhí)行由管理者下達的正確指示和要求。