• 带薪年假
• 岗位晋升
• 包吃包住
• 年底双薪
• 人性化管理
• 技能培训
• 帅哥多
• 美女多
• 领导好
• 五险一金

 
岗位职责/职位描述
Work alongside Smart Centre Agents ensuring the delivery of friendly and efficient guest service. 与同事紧密合作，确保向宾客提供符合品牌要求的服务体验。

Be knowledgeable about hotel accommodation, restaurants & bars and other facilities & services. 了解酒店客房、餐饮、酒吧及其它服务设施。

Always obtain up-to-date information from other departments and the local neighbourhood to keep colleagues informed e.g. F&B promotions, room packages, outlet opening and closing hours etc. 及时从其他部门和周边区域收集最更新的信息传递给同事们，如：餐饮优惠，客房优惠，各类场所的营运时间。

Responsible for updating the hotel service directory. 负责更新酒店服务指南。

Responsible for maintaining the FCS system. 负责维护FCS系统。
Monitor the IDD call and broadband revenue in comparison to cost, identify opportunities to enhance hotel revenue. 监管国际电话和宽带的净收入，发现能够增加酒店收入的机会。

Monitor the type and quality of service request through FCS and identify if there are any service shortfalls. 通过FCS监管服务质量，找出服务存在的缺陷。

Handle dissatisfied guests to resolve complaints and request assistance from other departments when necessary. 处理并解决客人的投诉，如有必要，可寻求相关部门的协助。

Conduct telephone service standard evaluations for all departments on a monthly basis and report any deficiencies to the relevant Manager. 负责酒店月度电话礼仪考核，并向相关部门经理提供评估报告。

Perform weekly audits on call center colleagues for review in rooms division meetings. 完成客服中心每周审核报告，以供房务部例会参考。

Review reports available from the PABX system and review the average hold time, volume of calls per hour, percentage of answered calls, average call duration etc. Training and manpower allocation must be aligned with this information. 利用PABX报表数据分析话务量，包括平均用时，每小时的电话量，接话百分比，平均电话时长等。参考以上数据安排培训和人员班次。

Able to perform all subordinates’ duties. 熟悉并能承担部门所有班次。

Ability to accurately take information and process guest requests into various information systems such as Micros, FCS or Opera. 能准确获取信息并将宾客的要求输入不同的信息系统，例如：Micros，FCS，Opera。

Ability to follow up on jobs which have not been completed that impact on the guest. 跟进与客人相关的未完成事宜。

Responsible for the training and development of the Smart CentreAgents. 负责部门员工的培训和发展规划。

Prepare duty roster, always monitor call pattern in order to deploy colleagues effectively. 准备排班表，并根据通话量有效分配工作。

Provide telephone etiquette training for all hotel colleagues. 为所有酒店同事提供电话礼仪培训。

Conduct performance appraisal, ongoing coaching and counseling. 开展绩效考核，持续对员工进行辅导。

Liaise and work closely with other departments to resolve any operational issues impacting the guest service. 与其他部门保持紧密联系，解决日常营运遇到的问题。

Administrative and correspondence work. 处理行政信件。

Ensure regular maintenance is implemented. 确保设施设备定期维护。

Monitor the inventory of various telephone sets, PDAs, headsets. 监管各种电话设备，PDA，耳机的使用和库存数量。

Fully understand hotel FCS, PABX including call accounting & voice mail systems and be familiar with the PMS; able to perform basic trouble shooting. 能熟练使用FCS,PABX（包括话费结算，语音信箱系统）和PMS系统，并排除基本故障。

Coordinate service calls by system providers to ensure minimum downtime of all communication systems during the maintenance. 负责与系统供应商协作，确保所有通讯系统得到良好的维护保养。

Be familiarwith hotel emergency procedures e.g. fire alarm 熟悉酒店紧急情况处理程序，例如：火警的处理。

Perform other duties assigned by the management 执行任何管理层委的工作。

  上海新桥绿地铂骊酒店The QUBE Hotel, Xinqiao 上海新桥绿地铂骊酒店是由世界500强企业之一——绿地集团投资建造，绿地国际酒店管理集团进行管理的酒店。位于拥有“上海之根”美誉的历史文化发祥地——松江区，毗邻主要对外交通枢纽及重要经济开发基地——闵行区。酒店距上海虹桥国际机场仅20分钟车程，与地铁一号及五号线莘庄站仅5公里之遥，靠近上海南站，周边更有家乐福、影院、酒吧等购物与休闲设施。The QUBE Hotel, Xinqiao Shanghai located in Songjiang District, is of a reputation of "Shanghai roots" for the historic cultural birthplace. The hotel is adjacent to Minhang District, and it just takes 20mins from the hotel to the Shanghai Hongqiao International Airport, and only 5 kilometers away from Xinzhuang station of metro line five and near Shanghai South Railway Station and near to the upscale shopping and entertainment center. 酒店拥有212间设计新颖、设施完善的客房，融汇中西美食精华的餐厅。酒店集客房、餐饮、娱乐、健身等多项服务设施为一体。酒店的大宴会厅可举办多达700人的会议，是各种形式的公司活动或私人宴会的理想选择。另设4间会议室，适合举办各类小型活动。酒店各项休闲健身设施一应俱全，客人可以选择在室内恒温游泳池中放松身心，或在颐尊水疗中心享受特色护理服务，亦可在Exert健身中心或跳操房内释放活力。细致周到的专业服务，物超所值的尊享体验，酒店满足商务与休闲客人的一切所需，是您的明智之选。 The hotel has 212 rooms with novel design, perfect facilities, and a combination of Chinese and western restaurant. The essence of the delicacy hotel sets rooms, catering, entertainment, fitness and other service facilities. The banquet hall holding up to 700 people in the party is the ideal choice of Corporate Events or private party. The other 4 meeting rooms are suitable for all kinds of small activities.The hotel leisure fitness facilities are available in all varieties. Guests can choose to relax in the indoor swimming pool, or enjoy special care in touch SPA, or release in Exert or gym room.The QUBE Hotel, Xinqiao Shanghai is the wise choice as for business and leisure guests due to the attentive professional service, exclusive experience, and it can meet all of your needs. 关于铂骊酒店 About The QUBE Hotels“精彩旅途，快意人生”。如果将一场旅途比划作圈，铂骊酒店正是这平凡曲线上最精彩缤纷的一处。铂骊酒店旨在以其娱乐休闲的多样性以及生活工作的兼容性为年轻商务人士注入旅途中的无穷乐趣和生机。从法兰克福到上海、徐州、南昌、荆州、铂骊酒店的足迹遍布于各大都市、机场、高铁及近郊。“Life is a wonderful journey” If travelling is regarded as drawing a cycle, The QUBE hotel could be the most splendid part. The QUBE hotel aims to provide diversity of recreation and work life balance environment for young business traveler where they can enjoy a fun and comfortable journey. From Frankfurt to Shanghai and Xuzhou to Nanchang, Jinzhou, The QUBE hotels can be found in big urban centers, by the airport, near the high-speed rail and in the suburbs.  酒店地址： 上海松江区新桥镇明兴路628号路线： 1.1号线外环路站出站换乘松莘线（不是松莘区间线）到新南路站，下车即到；           2.莘庄地铁站出站后换乘白马小区等区间车到新南路站，下车即到；咨询电话：021-23098888 转人力资源部