What are the job responsibilities of a hotel lobby manager?

Responsibilities:

1. On-duty service.

The lobby manager's workbench is located in a more obvious position in the front hall, allowing you to look around the entire lobby. The workbench is fixed and dedicated, has English markings, is neat and beautiful, and is equipped with a dedicated telephone, emergency flashlight, and record book. During the on-call service, guests ask for help, inquire about service items, learn about hotel conditions, and raise complaints in the front office. They can flexibly handle guests' needs, be enthusiastic, proactive, patient and thoughtful, and handle various issues appropriately. Give guests a sense of satisfaction.

2. Reception of distinguished guests.

Accurately grasp the guest list, arrival time, reception specifications and room arrangements every day, understand the guests’ living habits and special requirements, conduct room inspections and supplies before reception, arrange and prepare welcome cards and residence cards, Greet guests at the front door when they arrive, guide them out of the car, welcome them enthusiastically, and introduce yourself appropriately; directly escort guests into their rooms, introduce hotel facilities and services along the way, handle check-in procedures in a timely manner, introduce guest room equipment and reception specifications appropriately, and provide considerate service .

3. Handling customer complaints.

We must warmly receive guests who come to complain, be able to stand in the guest's position, listen carefully to the content of the guest's complaint, keep records, and handle different situations according to the hotel's complaint handling procedures, so the complaints are all handled Eliminate misunderstandings, solve problems before guests leave, communicate with relevant departments involved in guest complaints in a timely manner, handle them quickly, properly sort out guest complaints before leaving get off work every day, conduct statistical analysis and Report to the General Manager.

4. Service coordination and cooperation. Understand the dynamics of front office services, be able to proactively coordinate and cooperate with front office managers, doormen, receptionists, etc., and grasp the overall situation of front office services. Disjointed imaginations and mistaken imaginations occur. Report important issues to the general manager in a timely manner.

5. Service coordination and cooperation. Understand the dynamics of front office services, be able to actively coordinate and cooperate with front office managers, doormen, receptionists, etc., and grasp the overall situation of front office services.

Job Introduction:

The Assistant Lobby Manager is the representative of the general manager of the hotel. He is responsible for handling daily complaints and opinions from guests, balancing and coordinating the relationship between various hotel departments and guests; Responsible for maintaining the normal order and safety of the hotel, and supervising and coordinating the work of various departments. In today's unique national conditions and fierce market competition in China, in order to enable the assistant lobby manager to truly play the role of the general manager's right-hand assistant, combined with the hotel's operating policy, the characteristics of the enterprise and management requirements, the working principles of the assistant lobby manager are specially formulated. Formulate the work procedures and job responsibility system of the assistant lobby manager in terms of , responsibilities, authority, work content, etc., and accept the supervision of various departments accordingly