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昆明索菲特大酒店| 招聘职位

    职位:ID19681 宾客服务中心文员(总机)Call Center Attendant

  • 职位性质:全职
  • 工作地区:云南省昆明市
  • 招聘人数:1人
  • 学  历:大专
  • 工作经验:不限
  • 所 在 地:云南省 昆明市
  • 户 籍 地:不限
  • 提供食宿:提供食宿
  • 年龄要求:不限
  • 计算机能力:熟练
  • 语言要求:英语(熟练)
  • 国际联号工作经历:优先
  • 薪资待遇:2千-3千
  • 职位有效期:2020-04-07至2020-07-06

岗位职责/职位描述

1.礼貌并有效的以热情和自然的方式接听各种内部和外部的电话。 

2.确保所有的电话都能够转接到正确的客人。 

3.正确的记录所有叫早服务,确保做到准确无误。 

4.对于酒店所有VIP客人和特殊需求的客人提供个性化的叫早服务。

5.负责确保所有大使区域和酒店各个部门的电话线通畅清晰。 

6.要对电话控制台完全掌握。 

7.接受客人投诉分析,并在权限范围内能够迅速的正确的做出决定以确保全体客人时刻满意,同时保证酒店的财产和收入。          

8.确保每天清楚了解要抵达酒店的客人,特别是重要客人和回头客,并且了解他们的任何特殊需求做出相应的措施。

9.必须要掌握opera系统。

10.执行经理分配的其他工作。

11.使用专业的电话礼仪处理各种电话要求。                

12.及时的为所有店内和店外客人提供留言服务。

13.与安全及法规尊从部协调和处理各种突发紧急事件。

14.维护信息和产品知识的日常更新。

15.预先判断出客人的需要并尽可能更好的满足客人的需要。 

16.坚持为客人提供服务。始终达到并超出客人的期望。 

17.当班期间发现有任何话务台故障,要同当班总机主管联系并直接向前厅部经理汇报。 

18.每时每刻确保信息的完整性和保密性。 

19.预订部下班时负责客房的预订工作。接收预定业务时,优先提供昆明索菲特的各项服务,包括接受客房,餐厅,客用车以及其他各项预定业务,优先选择雅高集团。                

20.确保所有的固定库存保持在标准状态。

21.将需要继续处理的相关事件记录在工作日志上,以便移交给下一班次的大使继续落实。

 

1.Handle all incoming and outgoing telephone calls with courtesy and efficiently in a warm and natural manner. 

2.Ensure all calls are transferred to the correct guests. 

3.Accurately record all request for wake-up calls and ensure they are handled correctly. 

4.Personalized wake-up call must be rendered for VIP guests & other special guests. 

5.Responsible for ensuring that clear and constant communication line is kept with all ambassador, areas and Hotel departments. 

6.Completely familiarized with the telephone console.

7.Receptive to guest complaint, analyze within the limitation set, make correct and quick decision to ensure total guest satisfaction whilst also protecting the hotel property and revenue. 

8.Ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP and return guests, and that you are aware of any special requests so that they may take actions accordingly.

9.Must also be familiarizing with Opera system. 

10.Perform any other duties that may be assigned by the Manager. 

11.Handle all telephone inquiries and requests in a professional manner.                  

12.Take message for all external and intern

guests efficiently. 

13.Handle all emergency and accident and co-operates with Safety, Security & Compliance Department.

14.Maintain & update information and product knowledge.

15.Completely familiarized the hotels services/facilities knowledge.

16.Anticipate the needs of the guests and meets their needs as much as possible. 

17.Be Consistent in delivery of service. Always meet and exceed customer expectations. 

18.Identify any faults that occur in the switchboard at anytime whilst you are on duty, contact the Telephone Supervisor. On duty and report the fault directly to the Front Office Manager. 

18.Ensure integrity and confidentiality of information at all times.

19.Responsible for the reservation after reservationists off duty. Take reservation for rooms, restaurant, limousine and other reservation for elsewhere, prefer within Accor Group.                    

20.Ensure all stationary stock are keep at par. 

21.Responsible for the ongoing communication of pertinent information using the Service Center log book provided to other shifts.