招聘宾客服务中心接线员_上海古井假日酒店招聘信息-最佳东方

job overview职位概述

主要负责及时和用体现酒店和品牌的专业态度接听从外部打入的电话。
· Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand.

At Holiday Inn we want our guests to relax and be themselves which means we need you to:

· Be you by being natural, professional and personable in the way you are with people

· Get ready by taking notice and using your knowledge so that you are prepared for anything

· Show you care by being thoughtful in the way you welcome and connect with guests

· Take action by showing initiative, taking ownership and going the extra mile

在假日酒店®，我们希望宾客能尽情放松、做回自己，这意味着我们的团队成员要做到：

· 展现真我：在与他人接触时真实自然、形象专业、积极乐观

· 时刻准备：注意观察周围的事物，运用自己的知识，做好应对任何事情的准备

· 体现关爱：对宾客关切周到、热诚欢迎并与他们心意相通

· 积极行动：积极主动、尽职尽责并且要多做一步

Duties and Responsibilities工作职责

· Process all incoming and outgoing calls accurately and courteously

正确并礼貌地处理所有打进和打出酒店的电话。

· Records and controls accurately wake up calls

准确记录并管理叫早服务。

· Pages guests in co-operation with concerned departments

与相关部门合作，对客人进行呼叫。

· Records all entries on traffic sheets

将所有条目记录到电话单上。

· Assists guests with international calls and directory queries

协助客人处理国际长途和号码查询。

· Calls guests by name whenever possible

尽量称呼客人的姓名。

· Pages staff member when requested

如有需要，对工作人员进行呼叫。

· Abides by principles of guest privacy

遵守保护客人隐私的原则

· Handles guests needs or requests and reports complaints to the Telephone Supervisor

满足客人的需要或请求，并向总机主管汇报投诉情况。

· Report on logbook daily

每日记下工作日志。

· Bill call costs

提供电话费单据。

· Aware of local telephone listings and frequently dialed numbers

熟悉当地电话表以及常拨号码。

· Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations

严格遵守处理紧急事件，如火灾、炸弹威胁和其它危机的标准政策和工作程序。

· Advises defects on switchboard equipment to Supervisor

向主管汇报总机设备出现的问题。

· Maintains a clean work environment

保持工作环境的清洁。

· Attends to all guest queries and requests promptly

及时处理客人的所有问询和要求。

· Maintains detailed knowledge of the Hotel’s fire, life and safety system

熟知酒店的消防、救生和安全系统。

· Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard

熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式。

· Maintain Hotel Information

保管酒店相关信息。

QUALIFICATIONS AND REQUIREMENTS任职要求

Required Skills –

技能要求

· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。

· Able to read and write English

能够读写英语

· Proficient in the use of Front Office System

熟练使用前台系统

Qualifications –

学历

· High School or Vocational Certificate in Business Management, Business Study or equivalent

具有高中或商业管理，商务或相关的专业证书。

Experience –

经验

· 1 year experience in customer service or switchboard operator.

拥有1年宾客服务或电话总机的工作经验。

上海古井假日酒店（Holiday Inn Shanghai Vista）自2003年8月开业以来，以其正确的市场定位以及先进的管理理念在其著名的酒店管理公司洲际酒店集团（InterContinental Hotels Group）亚太区中独树一帜，并获得集团全球主席和首席执行官的高度评价，同时，我们已在上海四星级酒店营运成绩以及员工福利方面占有领先地位。酒店精心选址于普陀区、静安区、以及长宁区的交界处距离徐汇区商业区近15分钟车程；距虹桥国际机场20分钟车程；距上海火车站仅10分钟车程。我们共有290间富有时尚风格的客房，所有客房均配备宽带互联网接口、国际卫星电视频道、小酒吧等完善的客房设施。我们奉行“Stay Real 体验真实”的全新服务理念，超值的价格以及现代化的设施，力争成为商务旅客的优先选择。