客户服务中心员工 总机员工
2千-3千
停止招聘
发布于 2018-11-28
客户服务中心员工 总机员工
2千-3千
天津 | 经验不限 | 学历不限 | 招1人
停止招聘
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职位描述

 MAJOR FUNCTION  主要功能
To serve as the main point of contact for all guest requests and needs. The DTS agent is responsible for answering calls in order, recording the guest request and then pursuing the issue to a resolution. The DTS agent must exhibit courteous hospitality at all times and fully own each guest issue. Most importantly the agent must coordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with the results.
是专门为客人提供服务的部门。 客户服务中心的员工主要负责接听电话、记录下客人要求并解决。客户服务中心员工必须一贯保持礼貌的对客态度并把客人的要求当作自己的事情来处理。 最重要的是要对客人的要求进行跟进。
SPECIFIC DUTIES  工作任务
 Practice R-Way Service; set an example to be followed.
实践R-Way服务, 以身作则。
 Have knowledge of hotel and hotel services and hours of operations for all departments and outlets. Has a thorough knowledge of guestrooms including: Locations, views, amenities, features, type, etc.
对酒店、酒店的服务和各部门的营业时间,并对酒店客房、位置、房间用品、特点、     房型等有很全面地了解。
 Offer the hotel guests the best possible service through proper telephone procedures.
尽可能的 通过电话为客人提供最好的服务。
 Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
宣传酒店的餐厅、酒廊、礼品店等。
 Handle all emergencies according to established procedures.
根据程序处理紧急事件。
 Report to work on time with proper uniform, including nametag. Personal appearance  must comply with the standard of the hotel.
报告工作时着工服、佩带名牌。 个人仪表符合酒店标准。
 Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner.
确保所有的客人投诉及时专业地记录到客人反馈计划。
 Ensure all guests experiencing a problem receive an immediate response along with satisfactory follow up in a timely and professional  manner.
确保所有的客人要求得到及时、专业、满意的回应。
 Ensure all individuals designated for follow up in the report are copied on the report and any other pertinent information available.
确保所有跟办人员及相关信息记录在报告上。
 Answering the call within three rings and address in-house guest by name.
在电话铃响3声之内接听电话并称呼客人姓名。
 Have operation knowledge of reservations and OPERA procedures. Know cancellation Procedures and walk procedure.
对预定操作了解,熟悉OPERA 程序。了解取消预定与在满房情况下无法提供客房的程序。
 Set wake up clock or input as request as they come in.
设置叫醒闹钟或输入客人要求。
 Have thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each.
对酒店消防规定和政策、意外事件报告、安全程序和相应的直接责任了解。
 Ensure all guests experiencing a problem receive an appropriate response, any promised compensations is delivered and all guests receive appropriate follow up in a timely and professional manner by using the LEARN process.
确保所有的客人的问题得到及时的回应,任何的承诺都要履行,通过LEARN程序及时专业的跟办所有的客人的要求。
 Take charges on incoming collect calls or any calls not received by the call accounting system and post in Fidelio.
负责收取不能自动入账的电话费。
 Be responsible for the ensuring that all the guest comments are passed on to the centralized Guest Response area and are updated in all necessary Guest History databases.
 确保所有客人的意见集中到对客服务部门并及时更新客人历史记录。
 Attend training sessions and meeting as required.
有必要的话参加培训会议。
 Receive, handle and relaying of messages, mail, voice mail and faxes in an efficient, timely manner as per hotel policy.
根据酒店政策及时有效地接收、处理并递送流言、邮件、语音邮件和传真。
 To perform any other duties as assigned by the Management.
完成管理层交给的其他任务。
 Maintain safety by adhering to stated safety policies, responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors and in congested areas. Ensure that proper safety instruction is given before operating any equipment.
通过强调安全政策来保障安全性,负责及时报告突发事件。支持所有保安系统。在湿滑地面上行走要小心.在操作设备前一定要有适宜的安全培训。
JOB SPECIFICATION 职位要求 :
Profile of Competency
工作能力: ? *** / *** – 18 – 25 years of age.
男/女  18-25 岁。
 Must be - Pleasing, Charming, Honest, Sense of Urgency, Right Attitude, good telephone voice
具备以下素质:有亲和力, 外形较好,诚实、有紧迫感、态度端正、接听电话时语音动听。
 1-2 years of work experience in Front Office would be an added advantage else fresh College Graduates.
有前厅部1-2年工作经验优先。
 Working knowledge on hotel PMS / MS Office products.
对酒店PMS系统 或MS Office了解。
Language
语言能力:  Must have a good command over Mandarin and English Language.
良好的英语及普通话。
Education
教育:  University graduate Hotel Management/ Hotel School Diploma.
大学主修酒店管理专业或酒店管理学院毕业
Job License
资格/等级证: 无
NOTICE 注意 :
The hotel business functions seven days a week, 24 hours a day.  All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands.
同事需明了酒店是每周七天、每天二十四小时运转的行业。因工作需要,上班的班次会随时相应调动。
Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
管理层保留在没有提前通知的情况下对工作描述变更的权利。

其他要求
年龄要求:18-30岁
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公司地址
天津经济技术开发区第二大街29号
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  • 酒店业--国际高端酒店/5星级
    行业
  • 100-499人
    规模
  • 国有企业
    企业性质
天津万丽泰达酒店及会议中心于2004年6月28日正式开业,由万豪国际集团管理,是目前中国区拥有最大规模会议设施的万丽品牌酒店,会议中心面积逾6109平方米,包括一个能容纳800位观众的国际报告厅、两个能容纳1000人的宴会厅和12个中小规模会议室。酒店提供客房、餐饮、会议、商务及娱乐等全方位服务,拥有客房301套,包括51间套房,同时还拥有总面积为12147平方米能同时容纳400辆车的停车楼一座。另外,拥有114间豪华套房的天津泰达行政公寓已于2015年6月份正式开业,实现了酒店双品牌经营、多元化发展。酒店一直沿用万豪商业哲学,视我们的同事为最有价值资产,如果我们能善待所有同事,令他们开心地工作,这样,客人亦能得到同事们的悉心照顾。酒店时常保持一个信念,就是令每一位客人离开时都能感到称心如意,无论客人是因何而来,在这里总会发现一些美妙新颖的事物。我们免费为员工提供每日四餐的员工餐,宽敞明亮的宿舍环境(含单独卫生间、淋浴间),如果您对于我酒店的职位有兴趣,欢迎投递简历,或直接申请该职位。请务必在简历中写明您的E-mail(电子邮件)地址和联系电话,我们会将面试通知电邮至您指定的邮箱。Renaissance Tianjin TEDA Convention Center Hotel was opened on Jun. 28, 2004 and managed by Marriott International Company. As China’s first Renaissance Hotel with the large banquet and conference facilities covering over 6,109 square meters, which including a 800 seats Auditorium, two Ballroom for 1000 people banquet, plus 12 Meeting Rooms. The hotel is a full service property with Guest room, Food & Beverage, Function & Business facilities, etc. It comprises the 301 rooms including 51 suites, and covering 12147 square meters park building with 400 car space. What’s more, TEDA Tianjin Marriott Executive Apartments boasts 114 luxury suite rooms, opened in June 2015,which realize dual-brand management and diversified development.We have been always preceding the simple commercial philosophy made by Mr. Marriott, the emphasis of which is to regard our associates as the greatest assets. If we take care of every associate and create a pleasant working atmosphere, then our guests can enjoy contented services from our associates. Moreover, there is always a faith in our hotel to ensure each guest leaving with satisfaction. No matter where or why they travel, there’s always something wonderfully new to be found.福利待遇:1.完善的福利待遇, 带薪年假,季度奖,年终奖,取暖补助/防暑降温补助,五险一金;2.免费提供住宿及用餐,宿舍内配有独立卫生间,独立淋浴间,24小时热水供给;3.完善的培训发展体系,带薪培训,为员工提供语言/服务技能/品牌文化等多种培训;4.丰富多彩的员工活动,如:员工风采大赛/发现泰达/摄影大赛/优秀员工评选/员工生日会等;5.酒店配有员工活动室,内有台球桌/图书报刊/电视,丰富员工生活;6.可享受万豪集团酒店内部员工折扣优惠客房;7.班干部/党员优先;8.国际平台的发展空间。**********酒店常年招收各岗位实习生*********************
天津经济技术开发区第二大街29号
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