Job responsibilities of hotel customer service supervisor

Responsibilities of the Lobby Manager

1. Welcome V.I.P. guests on behalf of the hotel, handle major events and record relevant matters of special guests and noteworthy guests;

2. greet and lead v.1.p. guests to the designated room and introduce the room facilities. And hotel conditions;

3. Make V.1.P. guest departure records and implement every detail of VIP reception;

4. decide whether to accept the guest's check and handle the questions and other inquiries about the guest's checkout, and handle them according to the relevant regulations and authorization of the hotel; "

5. Record and handle the work of changing locks and keys;

6. deal with the rooms with errors between the room list reported by the housekeeping department and the reception desk, and lock the rooms in person;

7. Deal with the guest's complaints and solve the problems correctly according to the guest's psychology;

8. Understand the trend of room status on the day and after, and try to participate in the reception work;

9. inspect the inside and outside of the hotel to ensure the normal operation of various functions, and eliminate the preventable disadvantages in time;

1. When talking with guests, you can introduce the hotel facilities appropriately; .

11. Keep close contact with the security department and the reception desk, obtain information and make reports on "accidents" and "patients";

12. Check the alarm room with the security personnel and the engineering personnel;

13. cooperate with the personnel of the finance department to collect the accounts owed by the guests who are still staying in the hotel;

14. In case of emergency, correct instructions must be given;

15. When there is no leader to ask for instructions in case of a dangerous accident, a decisive decision should be made and the guests should be evacuated as necessary;

16. Arrange for the guests who are sick or have an accident to be sent to hospital;

17. Responsible for the handling of lost and found valuables;

18. Need maintenance projects within the Golden Lobby, and urge relevant departments to maintain them in time;

19. do a good job of fire prevention and theft prevention within the scope of this group;

2. reflect the performance of relevant employees and the opinions of guests to the leaders;

21. Insist on recording the events and complaint handling on the day in the duty book every day, and report to the front office manager;

22. Do other work assigned by leaders.

Responsibilities of the front desk supervisor

1. Assist the manager of the front desk department to do the daily reception work, preside over the overall work of the front desk shift and create a good working atmosphere;

2. Attend the supervisor's regular meeting, keep abreast of employees' ideological trends and report them to the department manager, and check and supervise the appearance, organizational discipline, polite language and work efficiency of employees in this department;

3. Be responsible for preparing employee worksheets, reasonably arranging subordinates' work, managing and allocating various consumables used by the department, strictly controlling costs, and timely conveying instructions from superiors;

4. master the reservation situation and the guest situation of the day, and maximize the sale of instant rooms according to the list of arriving and leaving guests on the same day;

5. Check and be responsible for the safety and fire control work of the department, and arrange the reception of key guests and the implementation and inspection of important messages;

6. supervise the escort service, carry out the service procedures, and supervise the inquiry service to meet the reasonable requirements of the guests;

7. Participate in reception work in the front office, effectively solve guest complaints and related problems of the department, and do a good job in coordination and contact with relevant departments;

8. Formulate and organize the implementation of training plans, correctly evaluate the work of subordinates, and keep a work diary;

9. Be responsible for the assessment of subordinate employees;

1. Keep close relationship with the assistant manager in the lobby and the cashier.