10 Responsibilities of Hotel Guest Service Manager

The hotel guest service manager needs to be familiar with the hotel's daily work processes and management specifications, have rich experience in marketing, operations management and service management, have independent thinking ability, be good at communication, and have certain coordination and data analysis Ability; The following are the responsibilities of hotel guest service managers that I have carefully collected and organized, and I will share them with you below.

Hotel Guest Service Manager Responsibilities 1

1) The main working location is the hotel lobby, supervising, guiding and driving the implementation of Lavande’s signature services; < /p>

2) During the peak operating hours of the branch every day, you must be present in the lobby to ensure that all employees provide Lavande’s signature services to customers;

3) Supervise and supervise the signature service work of the branch, And be responsible for collecting and statistics of daily iconic service data, and reporting to the branch general manager and Lavande Service Director on a

monthly basis;

4) Responsible for the development of Lavande brand service tools Purchasing and maintenance, copywriting and editing work;

5) Assist branch store managers to handle customer complaints and pay attention to customer reviews from various channels;

6) Supervise, guide and train branch employees in a timely manner Customer service attitude, skills, and awareness, and have the right to reward or punish employees accordingly (penalties shall be based on the system stipulated by each branch);

7 ) Directly participate in the evaluation of branch employees (customer service); the evaluation results affect the distribution of employee bonuses

8) Maintain effective communication with the Service Director of Lavande Hotel to improve the branch's customer service at any time Service quality;

9) Assist the branch general manager to receive important customers (such as investor visits, VIPs, etc.), confirm the status of VIPs according to daily check-in,

become familiar with their names, and implement Every detail of VIP reception; seeing off every VIP;

10) Responsible for the training of branch Lavande brand services;

11) Handling other branch service-related work.

12) Establish good relationships with guests, repeat guests, and VIPs on behalf of the hotel

13) Communicate with guests to understand their feelings in the hotel, listen to and record guests’ opinions and feedback To superiors

Hotel Guest Service Manager Responsibilities 2

1. Build and optimize the operation service system (H brand and Y brand) according to the company's development plan and brand characteristics;

2. Establish and formulate executable hotel operation service system models and service standard processes;

3. Track and inspect store service reviews, formulate store service rankings, and promote service rectification;

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4. Pay attention to industry trends, adjust and optimize the brand's service concept;

5. Implement and optimize the customer research system, analyze the market and potential needs of customers, and formulate service innovation projects.

6. Follow up and inspect the service reviews of stores, formulate store service rankings, and promote service rectification;

Hotel Guest Service Manager Responsibilities 3

1. Including the front desk All work contents of personnel.

2. Assist the front office supervisor to supervise and guide the service quality of the front office staff in their daily work to ensure that they are courteous, enthusiastic, patient, meticulous and responsible. Ensure appearance and appearance meet standard requirements.

3. Supervise and assist the front office supervisor to complete various tasks according to standards.

4. According to changes in guest needs and work conditions, make arrangements for hotel personnel at any time to ensure the quality of customer service.

5. Actively solicit and collect guests’ opinions and suggestions, promptly and properly handle guest complaints, and promptly seek instructions from the general manager if they exceed their responsibilities and authority.

6. Reasonably control room status and personally handle booking matters that require special arrangements to maximize profits.

7. Pay attention to and master the latest hotel safety information, properly handle safety and accidents, follow up and report the incident to the general manager in a timely manner.

9. Responsible for property management and guest supplies management in the front office to minimize the loss of items.

10. Responsible for the management of front desk items and lobby facilities and equipment; timely replenishing front desk consumables and reporting damaged facilities.

11. Responsible for the complete classification of Chinese and foreign guest registration forms, temporary accommodation registration forms, reservation orders, group orders and other guest history information and transfer forms, safe deposit box usage records, and various reports according to time limits. Binding and staging for storage.

13. Develop and follow up the front office staff training plan and organize its implementation, and archive the implementation records.

14. Develop and improve the assessment system for each position in the front office department and implement it; provide staff promotion opinions based on the assessment results.

15. Complete all tasks assigned by superiors.

Hotel Guest Service Manager Responsibilities 4

1. Work under the leadership of the company and be fully responsible for the management of the entire customer service system according to the target plan (responsible for customer service standards, business standards and processes

2. Responsible for the daily supervision of outsourcing units such as cleaning and greening in accordance with company regulations, and follow up, coordinate and handle problems in a timely manner;

3. Responsible for timely handling of complaints and emergencies that cannot be effectively resolved by subordinates, promptly reporting to the person in charge of the service center, and submitting a written report afterwards;

4. Responsible for follow-up visits on the quality of service work , regularly collect customer opinions and suggestions and provide timely feedback to relevant departments, and timely update tenant information;

5. Responsible for formulating annual training plans for department employees, regularly conducting employee business training, standardizing work processes and service standards, Comprehensively improve the ideological quality and professional level of employees;

6. Organize and arrange regular and non-regular customer opinion surveys or interviews, regularly understand customer opinions and suggestions on the company's various services, and summarize and analyze them. And establish a customer communication platform to ensure smooth communication and effectively maintain customer relationships;

7. Responsible for the monthly assessment of department employees, and supervise work discipline, work procedures, and service quality; < /p>

8. Responsible for formulating property service fee collection plans, actively carrying out collection work, and completing planned tasks on a regular basis;

9. Responsible for communicating with local property prices, neighborhood committees, housing management, urban management and other jurisdictions where the project is located Establish business contacts and information communication with relevant government departments, accept guidance and supervision and provide necessary support to establish good external relationships;

10. Responsible for supervising, inspecting, and guiding employees of the department, and strictly implementing the company's rules and regulations, Labor attendance discipline, timely correction of problems discovered, and handling of general disciplinary violations;

11. Other routine work assigned by superiors.

Hotel Guest Service Manager Responsibilities 5

1. Be fully responsible for the operation and management of the hotel, and lead employees in various departments to complete the hotel’s various planned goals;

2. Focus on the profit indicators and various tasks issued by the company, prepare the hotel's budget and final accounts, and strictly control operating costs;

3. Responsible for the construction and management of the hotel team, and improve the service quality and employee quality of the entire hotel; < /p>

4. According to market changes and development, formulate practical marketing strategies, organize implementation and effective control;

5. Be fully responsible for safety management, and do a good job in food hygiene and public security Security and other work to ensure the personal and property safety of guests and employees;

6. Responsible for maintaining the hotel's external relations, doing a good job in receiving important guests, and creating a good internal and external image.

Hotel Guest Service Manager Responsibilities 6

1. Formulate the hotel’s business direction and management objectives, including formulating a series of rules and regulations and service operating procedures, stipulating the work responsibilities of employees at all levels, and Supervise the 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 B&B hotel personnel Training and management;

5. Improve the hotel organization system to rationalize, streamline and make it efficient.

Responsibilities of Hotel Guest Service Manager 7

1. Be fully responsible for the opening preparation, operation and management of the hotel, and complete the hotel's annual, quarterly and monthly plan goals;

< p> 2. Based on market changes and developments, establish and improve supplier and customer management standards, formulate practical marketing strategies, effectively integrate resources, develop markets, and organize implementation and effective control

3. Responsible for establishing the hotel quality management system, improving relevant rules and regulations, processes and supervising their implementation, and improving customer satisfaction;

4. Regularly analyze the financial status of hotel operations, focusing on the profit indicators and various tasks issued by the company , strictly control operating costs and various expenses, formulate expense budgets, prepare the hotel's budget and final accounts and submit them to the company for approval and reporting;

5. Responsible for the establishment, training and management of the hotel team to improve the entire hotel

6. Responsible for hotel service quality, food hygiene, public security and other work to ensure the personal and property safety of guests and employees;

7. Responsible for Maintain a good public relationship between the hotel and people from all walks of life, do a good job in receiving important guests, and create a good internal and external image;

8. Check the work of the staff every month and supervise the progress of the work , discover problems in a timely manner, correct deviations, and report major matters to the company;

9. Complete other tasks assigned by superior leaders.

Responsibilities of Hotel Guest Service Manager 8

1. When taking up the job, you must wear make-up and grooming as required, wear work clothes, and have a dignified, neat and energetic appearance. It is forbidden to look tired or depressed.

2. Arrive on time 20 minutes before shift;

3. Maintain correct posture and smile sincerely when greeting guests;

4. During work, always concentrate on thinking and maintain a cautious attitude towards work;

5. The reception desk is clean and tidy, and the required items are neatly and beautifully placed;

6. Proficient in all aspects of the property area The office location, phone number, and titles of the main leaders must be accurate;

7. Be able to correctly identify whether the guest is an owner in the property area;

8. Arrange the lobby reasonably

9. Provide services to guests proactively, enthusiastically, patiently and thoughtfully, and answer guests’ questions appropriately and clearly;

10. The sanitary condition in the lobby is good, the facilities and equipment are operating normally, and the maintenance is timely;

Hotel Guest Service Manager Responsibilities 9

1. Implement the company's rules and regulations, and follow the company's work instructions to ensure that all work is carried out smoothly.

2. Formulate department work plans, establish and improve department management systems, specific work contents of each position, responsibility specifications, and service quality standards, and supervise their implementation.

3. Organize the completion of annual operating indicators and tasks, do a good job in property management and accounting, control various expenses, and improve economic benefits.

4. Strengthen service awareness, establish a window image of the scenic spot, and ensure that there are zero major complaints and no more than two general complaints during the year.

5. Regularly inspect department facilities and equipment to ensure that items are placed neatly and intact.

6. Strictly implement the company's financial regulations and bill management system, strengthen department bill management, and complete the handover procedures for shift handover bills.

7. Collect tourist information, formulate a customer source distribution chart, establish medium and long-term customer files, and submit a customer source market dynamic analysis report to provide a basis for company decision-making.

8. Strictly implement the "Measures for Free Reception in __ Tourist Areas", strengthen the quality of reception services and operating procedures, strengthen communication with various companies, strictly control the reception, and provide graded reception for reception personnel to reduce reception costs.

9. Responsible for the safety and sanitation of the culvert entrance, strengthen the dynamic supervision of the service area, and ensure comprehensive coverage of environmental management in the entire gate area without any management blind spots.

10. Do a good job in government affairs and business reception, start with the details, simplify the reception procedures, and do a good job in tracking and communicating with the reception in scenic spots.

11. Provide continuous training to subordinate employees to improve their professional level and quality.

12. Complete other tasks assigned by the company.

Hotel Guest Service Manager Responsibilities 10

1. Responsible for the overall work of the reception department, support regular meetings of the department, keep abreast of employees' ideological trends, and make effective adjustments, inspect and supervise the appearance of employees in the department Appearance, organizational discipline, polite language and work efficiency.

2. Responsible for preparing employee work schedules, reasonably arranging the work of subordinates, adjusting various consumables used by the department, and strictly controlling costs.

3. Responsible for inspecting the execution and implementation of safety and fire protection work in the department.

4. Formulate and organize the implementation of training plans for service personnel, be responsible for the quality education of department personnel, do a good job in business training of department personnel, continuously improve the business quality of department employees, and be responsible for the quality education of department personnel. assessment work and correctly evaluate the work of subordinates.

5. Responsible for drafting, formulating and formulating the work responsibilities, procedures, standards and rules and regulations of each position in the department, and arranging work according to the work plan.

6. Responsible for coordinating the relationship between the departments under the reception department, arranging and summarizing work, researching and deciding on major departmental issues, praising good people and good deeds, criticizing bad phenomena, and enforcing strict discipline.

7. Participate in various regular meetings and special meetings on time, report the work of the department regularly, and report major problems in a timely manner.

8. Responsible for establishing and improving the work files of the department, and reviewing and processing various reports. Supervise, inspect, and assess the implementation of work (service) standards, management systems, and the department's job responsibility system.

9. Responsible for organizing, implementing, supervising, inspecting, assessing, and executing the comprehensive quality management and work recommendations of each office building.

10. Complete other tasks assigned by the leader.

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