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• Handles any guest complaints or contentious issues that cannot be settled directly by a operator or the Supervisor, providing a rapid solution
处理总机员工或主管不能解决的客人投诉或遗留问题，并提供快速解决方案
• Ensures that guest documentation and information is available and up-to-date
确保客人的资料和信息可用并更新
• Supervises guest incoming calls and following-up
监督宾客的来电和跟进
• Coordinates the Call Center team
协调总机团队
• Organizes and plays an active role in meeting guests satisfaction
组织并参与到使客人满意的活动中去
• Organizes guest incoming message and wakeup call with the team
安排处理宾客的留言和叫醒服务
• Prepares the hotel departmental calls report for financial by first day of next month
每个月第一天准备酒店各部门的上月电话报表
• Ensures that internal procedures are duly applied
确保内部执行正确的流程
• Checks room reservations and the VIP guest list
检查房间预订和VIP客人名单
• Keeps track of the standard of services delivered, based on guest comments and quality audits
根据宾客意见和质检监督确保标准服务的输出
• Is capable of moving people from their rooms and handling difficult situations
有让客人搬出房间并解决困难问题的能力
• Takes part in preparing the rooms pricing policy and in increasing REVPAR
准备部分酒店的价格政策以便提高每间可销售房的收入
• Motivates and drives the team to meet the department's quantities targets
激发并驱使团队达到部门的工作量目标
• Checks the previous day's statistics (occupancy rates, average room rate, number of people etc)
检查头一天数据 （入住率，平均房价，人数等等）
• Ensures maintains of system and machines
确保系统和机器的维护
• Undertakes any necessary actions in order to recover debt
承担所必须的行为来恢复债务
• Updates dashboard charts
更新每天报表
• Modifies working methods to comply with the brand philosophy
改变工作方式来完成品牌的宗旨
• Prepares an action plan in conjunction with the Front Office Manager and passes it on to teams
准备行动计划来协助前厅部经理并传递给团队
• Helps employees manage their stress
帮助员工管理他们的压力
• Involves and motivates teams on a day-to-day basis
加入并激发团队每天的基本准则
• Helps integrate newcomers to the team
帮助新员工融入团队
• Trains team members
培训团队
• Applies and respects labour legislation
执行并尊重劳动法令
• Ensures that the organization and size of the team match the level of hotel activity on a daily basis
确保组织和团队编制与每天酒店的活动标准一致
• Attends departmental meetings
出席部门会议
• Vocational diploma or degree in hospitality or F&B studies, at a hospitality studies management school or anyone with a significant experience in another customer service or call center position
持有酒店管理学校本专业院校酒店管理或餐饮本科或大专文凭，或其他带有宾客服务和总机职位经验的
• Previous experience as a Operator, Supervisor or Call Center Manager
之前有总机主管或者总机经理工作经验的
• Computer literate (Windows environment), PMS, Hotix, Tars and an aptitude for new technologies
电脑技能 （windows环境）PMS, Hotix, Tars和适应新科技能力的
• Languages: Fluent in the national language, Business English and a third language would be a plus
语言： 熟练的母语，商务英语并有可能使用第三门语言
国际联号工作经历：优先语言能力：英语-熟练计算机能力：熟练年龄要求：23-35岁 
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酒店业--国际高端酒店/5星级
100-499人
中外合营(合资．合作)
About Pullman 关于铂尔曼 Launched in Paris, Pullman a new hotel brand for ACCOR, the international French Hotel Group.Pullman is a brand of international hotels and resorts dedicated to business travelers. Truly individual high-end hotels and resorts, each is designed to make life easier for women and men who are required to travel for their work. Pullman is oasis of calmness where guests can forget the stresses typically associated with business travel. Pullman is a new hotel brand with new attitude to travel. 雅高，来自法国的一家国际化酒店管理集团；铂尔曼，发起于巴黎，雅高旗下的酒店品牌。铂尔曼是致力于服务商务旅行者的国际品牌酒店。每一家铂尔曼酒店都设计为使人们商务旅行生活更加便捷的真正高端、独一无二的酒店和度假村。铂尔曼是特别能让商务旅行者忘记压力的静谧天堂。铂尔曼是诠释全新态度旅行的新酒店品牌。 Pullman Guiyang 贵阳铂尔曼大酒店Pullman Guiyang is located in the downtown of Guiyang city with convenient transportation, mere 10 minutes drive from the city centre and 15 minutes from airport. Connect to the large shopping and entertainment centre — Hongtong A Mall, it is an upscale hotel with 381 well-appointed guestrooms, the largest ballroom in the downtown of Guiyang city and various functional meeting rooms which equipped with the latest conference facilities, as well as a large indoor swimming pool, fitness center and SPA, creative and fashionable living style to assure you a whole new experience. Magnificent decoration, comfortable space, each guest room features the modern facilities with panoptic windows and of course natural light and panoramic views are given. Blending different food culture, you can experience captivating delicious dishes in our La Provence restaurant. With a unique outdoor garden, you will be stay away from the noise of the city, enjoying gourmet food in a peace and comfortable environment. 贵阳铂尔曼大酒店坐落于贵阳市主城区，距离市中心仅10分钟车程。紧连大型购物、餐饮及娱乐中心—鸿通城，交通便利，距离机场仅 15 分钟车程，是一个集住宿、商务、会议、休闲、餐饮于一体的城市高星级酒店。酒店拥有381间典雅舒适的客房，配备各种先进会议设施，拥有贵阳市主城区面积最大的宴会厅，以及各种功能性会议室，可承接各种大型会议及活动。酒店还有超大室内恒温游泳池、健身中心、SPA以及大型娱乐会所等休闲配置设施，让您轻松品味时尚生活，感受创新商务体验。贵阳铂尔曼大酒店装修高雅舒适、风格独特，客房现代气息浓郁，全落地观景窗让客房拥有最充分的自然光线以及最宽阔的视野。位于酒店五楼的普罗旺斯西餐厅融合各种饮食文化，为您呈现独一无二的味觉盛宴，独特的户外空中花园，让您闹中取静，在宁静清新的环境中尽享美食。“铂尔曼”是法国雅高酒店管理集团旗下的高端商务酒店品牌，专为满足商务旅行人士的需求而打造。 Interview Information酒店面试公告1. Time面试时间：Every Monday – Friday每周一至周五（法定节假日除外，Except Public Holiday) ，9:00am – 16:00pm2. Please prepare 面试前请准备：Please come for an interview with your resume, 1”color photo, original ID , relevant certificates.请您带上1张一寸近照、身份证原件、学历证书及相关岗位上岗证来店面试。3. Transportation交通：Sha Chong Road Station , and find the entrance besides the China Construction Bank to our hotel.沙冲路站下车，从中国建设银行旁进入酒店人才与文化部面试Get off at the subway station of the railway station, cross No. 27 snack street and walk next to the China Construction Bank to enter the hotel Talent&Culture department for an interview.火车站地铁站下车，过27路小吃街走中国建设银行旁进入酒店人才与文化部面试4. Interview Venue面试地点：Talent&Culture Office人才与文化部办公室 Contact Us 联系我们酒店网址：http://www.pullmanguiyang.cn/地 址：贵阳市解放路100号邮 编：550007联系人：人才与文化部联系电话：0851-88666668-6202传真：0851-88666669邮 箱：HR@pullman-guiyang.com (请在来信的标题上注明所申请的职位，谢谢！)
