【客務部】賓客服務經理 Guest Service Manager

1. 督導前檯與禮賓團隊，於高峰時段協助營運，確保貴賓及優悅會會員獲得高品質接待與關注。 2. 即時回應並處理顧客需求，維持良好住宿體驗與顧客關係。 3. 巡查前後勤各部門整潔與服務狀態，監督員工儀容、行為及作業流程。 4. 協助忠實客戶經理迎賓安排與活動推動，強化會員關係經營。 5. 與各部門協調合作，主持前檯會議並提供功能性支援。 6. 分析帳務與房價差異，審核折扣與信用交易，控管房務收入並熟悉緊急狀況系統操作。 Operations & Guest Experience Supervise front desk and concierge teams, providing support during peak hours to ensure VIP guests and IHG One Rewards members receive attentive, high-quality service. Respond promptly to guest requests to maintain a positive guest experience and strong relationships. Conduct regular inspections of front and back-of-house areas to ensure cleanliness and service readiness; oversee staff grooming, behavior, and procedures. Assist the Loyalty Manager with VIP arrivals, room arrangements, and member engagement initiatives such as events and welcome programs. Interdepartmental Coordination & Support Coordinate with all departments and provide functional support as needed; lead and contribute to front office meetings and cross-departmental communication. Financial & System Management Review billing instructions, monitor guest credit, analyze rate variance reports, and approve discounts to ensure proper revenue control; be proficient in PMS and emergency procedures. Accountability This position reports directly to the Assistant Front Office Manager. Responsible for ensuring the front office and guest services team deliver consistent, high-quality service. Acts as a key liaison between guests and departments, and supports front office operations in maximizing guest satisfaction and revenue performance. May be required to act as Manager on Duty during assigned shifts.