【客務部】專職大夜賓客服務經理 Over night Guest Service Manager

1.督導大夜前檯，統籌夜間入住、清晨退房及接待作業，確保貴賓與優悅會會員獲得符合洲際品牌標準的服務。

2.即時處理夜間顧客需求與客訴，於授權範圍內提供解決方案，追蹤處理結果並記錄待辦事項，維持住宿品質與顧客關係。

3.巡查酒店公共區域與相關後勤區域，確認環境整潔、服務狀態及安全，督導同仁遵循儀容、服務與作業標準。

4.檢視翌日抵離店名單、貴賓與會員接待安排、晨喚及特殊需求，協調相關部門完成準備，確保服務銜接。

5.擔任夜間值班經理，協調全館夜間營運；依酒店程序處理安全及緊急事件，必要時啟動通報與疏散，完成值班紀錄及早班交接。

6.督導夜間稽核、系統日結與每日營收報表，核對客帳、房價差異、現金及信用交易，依授權審核帳務調整，追蹤異常並熟悉系統中斷應變程序。

Operations & Guest Experience
Supervise the overnight front desk and concierge teams, overseeing late arrivals, early departures, and guest reception in accordance with InterContinental brand standards, with particular attention to VIP guests and IHG One Rewards members.
Resolve overnight guest requests and complaints within delegated authority, follow up on outcomes, and document outstanding matters.
Inspect public and relevant back-of-house areas for cleanliness, service readiness, and safety; ensure colleagues follow grooming, service, and operating standards.
Review next-day arrivals and departures, VIP and member arrangements, wake-up calls, and special requests, coordinating preparations with relevant departments.

Interdepartmental Coordination & Support
Serve as the overnight Manager on Duty, coordinating hotel operations and departmental support. Respond to safety incidents and emergencies in accordance with hotel procedures, initiating notifications and evacuation when required. Maintain duty logs and provide a thorough handover to the morning team.

Financial & System Management
Oversee night audit, system end-of-day processing, and daily revenue reports. Review guest accounts, rate variances, cash, and credit transactions; approve billing adjustments within delegated authority and follow up on discrepancies. Be proficient in PMS operations and system contingency procedures.

Accountability
This position reports directly to the Assistant Front Office Manager and works permanent overnight shifts. Represents hotel management within delegated authority during the night, ensuring service continuity, guest and colleague safety, accurate night audit reporting, and effective shift handovers. Escalates significant incidents and unresolved matters in accordance with hotel procedures.