What is the position of gsm?

Hotel GSM is the abbreviation of Guest Service Manager, which refers to the service manager.

Essentials of hotel service:

A. Respect guests and acknowledge their arrival and presence. Service should always be warm and fast.

B. Waiters should wear pleasant clothes.

C. Ensure the safety of guests (professional knowledge is required).

D. Every waiter should be a guide for the guests.

E. If errors occur in service, do not defend yourself, but admit that the customer is always right.

1. Maintain communication with superiors

When the manager on duty encounters a major problem, he must not make blind decisions. He must promptly seek instructions from the general manager or the deputy general manager or assistant to the general manager. Report in order to determine the correct treatment plan. Therefore, in the preparation work before going on duty, the duty manager should know and record the home address and phone number of the general manager, and preferably also the home addresses of the managers of the engineering department and security department, just in case.

When something important happens and the hotel leader must be present, the manager on duty can first ask the leader who is closer to the hotel to come to the hotel to handle the problem according to the situation.

2. Understand the situation of the duty personnel in each department

Due to the professional limitations of the position, the duty manager cannot be as familiar with the hotel’s comprehensive work as the hotel leader. This kind of comprehensive work is not enough The contradiction between being familiar with the work and being temporarily responsible for the overall work can only be solved by the close cooperation of the department staff on duty.

Understanding the status of the department’s on-duty personnel includes:

The name of the on-duty personnel, the location of the duty room, contact number, etc.;

When the duty manager understands each department After the name of the person on duty, you can first assign the focus of work to yourself. If the person on duty in a certain department is a department leader or an experienced administrator, then the "safety factor" can be estimated to be higher, and you can also ask them to come in for some problems* After discussing with **, the manager on duty finally came up with a solution. On the contrary, if the personnel on duty in a certain department are relatively weak, the duty manager should store this "information" in his mind and pay more attention during the period of duty.

3. Maintain contact with various departments and positions at all times

It is best to fix the duty room of the duty manager. If the duty room cannot be fixed due to objective conditions, then it must be At the beginning of the shift, inform all departments and the assistant lobby manager of the location and phone number of the duty room.

Maintaining contact with various departments and important positions should be "at any time". The manager on duty should notify the telephone switchboard of his whereabouts during patrols and inspections.