Guest Service Center Supervisor 宾客服务中心主管
3千-4千
停止招聘
发布于 2022-08-24
Guest Service Center Supervisor 宾客服务中心主管
3千-4千
乐山 | 经验不限 | 学历不限 | 招1人
停止招聘
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职位福利
职位描述

· 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。

· 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。

· 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。

· Directs, supervises and coordinates the activities in Guest Service Center

指导、监督和协调宾客服务中心的活动

· Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other Guest Service Centerservices

开发和应用相关程序,适当处理进出酒店的电话、传真以及设备和电话线租用及其它电信服务

· Investigates complaints regarding the Guest Service Centerservices and the Operators and technicians, takes appropriate actions.

调查关于宾客服务中心及话务员和技术人员的投诉并采取相应措施

· Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions

制订工作计划以实现目标,定期将实际成绩与所定目标进行对比,并采取必要的纠正措施

· Establishes and maintains effective employee relations

与员工建立并保持良好的工作关系

· Organizes and conducts regular meeting for all Guest Service Center staff to facilitate communication and a smooth operation

组织和召开由所有宾客服务中心工作人员参加的会议,以加强交流和保证业务的顺利进行

· Manages and monitors the operation of all equipment’s, software, hardware and endure all units are working and installed properly

对所有设备、软件、硬件进行管理和监测,并确保其安装和运转良好

· Ensures all Guest Service Center equipment’s are covered by the correct maintenance contract and the preventive maintenance is performed

确保所有电信设备的维护均得到有效外包,并对其实施预防性维护

· Maintains up to date list of all Guest Service Center equipment

更新列有所有电信设备的清单

· Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report

监测程控交换机,语音邮件,通信呼叫统计软件的运转情况,并將设备运转报告的登記在日志上

· Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel IT leader

就软件出现的问题进行调查,并向供应商提交报告,与酒店IT负责人协调界面问题的解决

· Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards

保持适当记录,以处理酒店计费系统中的电话,并按照品牌最低标准保持客房情况记录

· Maintains user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses

保管用户文件、程控交换机系统报告、电话清单、租赁线路的编号方案租赁合同、维护工作外包合同和当地执照

· Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel.

进行程控交换机数据库编程以及常规服务变更,以控制所有酒店内所有电话机的服务等级

· Prepares and controls departmental budgeted

准备并控制部门预算

· To attend Guest Service Center seminar, product knowledge, presentation, organized by the external bodies

参加由外单位组织的电信研讨会、产品知识讲座和演示。

· Performs related duties and special projects as assigned

完成被分派的相关工作任务和特殊项目

· Conducts shift briefings to ensure hotel activities and operational requirements are known

进行交接班说明工作,确定了解酒店活动和运营要求

· Prepares efficient work schedule for Guest Service Center staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration

在考虑酒店入住情况和预测以及大规模的团组活动的前提下,为宾客服务中心员工准备高效的工作计划,安排节日和假日

· Works with Superior and Human Resources on manpower planning and management needs

与上级领导和人力资源部一起进行人力规划和管理需求。

· Works with Superior and Director of Finance in the preparation and management of the Department’s budget.

与上级领导和财务总监一起编制和管理部门预算。

· Maintain a log book to record the daily operational activities and submit the same to the superior.

每日每班次交班记录,并交给上级审阅。

· Enter only official matters in the log book. Avoid any personal notes

在交班本上记录公事, 避免任何私事

· Indicate time of duty and affix signature after making any entry

记录交班时要注明时间并签名

· Forward log book to the superior’s office when off-duty daily

每日下班前将交班本交给上级查阅

· Prepare reports on accidents to guests to damage to persons and properties within the Guest Service Center.

对发生在宾客服务中心的事故要做事故报告。

· Maintain a friendly, neat and professional image to guests

保持友善,整洁和专业的酒店形象

· Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.

确保对宾客满意度调查数据加以分析,开发并执行各种计划来达成既定目标。

· Interact with guests to ensure expectations are being met

与宾客联络互动,确保达成宾客的期望。

· Establishes and maintains effective employee working relationships

与员工建立并保持良好的工作关系。

· Attends and participates in daily briefings and other meetings as scheduled

按计划参加并参与每日例会及其它会议。

· Attends and participates in training sessions as scheduled

按计划参加培训活动。

· Implements the hotel and department regulations, policies and procedures including but not limited to:

实施酒店和部门的规定、政策和工作程序,包括但不限于:  

o House Rules and Regulation

酒店的规则和规定

o Health and Safety

健康和安全

o Grooming

仪表仪容

o Quality

质量

o Hygiene and Cleanliness

卫生和清洁

· Perform any other duties as requested by the superior or other Management staff

跟进上级或管理层要求的其他工作

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公司地址
中国.乐山市中区柏杨西路888号
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  • 酒店业--国际高端酒店/5星级
    行业
  • 100-499人
    规模
  • 私营.民营企业
    企业性质
乐山华邑酒店由成都鼎祥瀚博文旅投资有限公司投资,洲际酒店集团进行管理。酒店遵循华邑品牌理念,热忱发扬以礼|尊|和|达为核心理念的中华待客之道的艺术。我们深刻洞悉国人商务社交之需求,致力于打造“食”与“聚”的社交文化,为“社交达人”们提供独具中华特色的餐饮体验及成熟完善的聚会空间。酒店地理位置优越,位于乐山市市中区柏杨西路888号,距离高铁站及汽车客运站仅1公里。酒店对面即为当地核心商圈——世豪Mall,涵盖超市、购物、美食等多重业态,云集国内外众多知名商业品牌。其后门外的世豪金街更是探索特色美食的不二去处,尤其是晚上的夜市,热闹非凡。酒店拥有263间充满东方韵味和华邑特色的客房及套房,设计低调包容又不失高雅品位,我们将优雅中华待客之道融入点滴中,为客人创造惬意居停、重焕身心的最佳选择。餐饮服务及会议功能区为1层至4层,配备多种国际品质的餐饮选择,从中餐厅的精致菜品、鲜艳全日餐厅的中西式自助餐的特色风味,到麺家的中式宵夜,为宾客带来彰显身份的尊贵餐饮体验;从举茗邑的轻松会谈、聚膳邑的私人宴请,到一系列公共及私人空间,竭力满足宾客各项商务社交及休闲娱乐细节需求。华邑酒店及度假村的目标是向宾客提供尊贵奢华、亲近自然、贴近周边地区生活又细致周到的服务,让宾客以自己的方式成就自我。那正是您发挥作用之处,我们正在寻找这样的人才:贴心周到、亲切和善、机敏精明。作为努力工作的回报,您将享受优渥的薪酬和福利。此外,由于您的职业生涯将与您自身一样独一无二,我们将根据您的需求有针对性地提供各种支持,为您的入职缔造一个良好的开端,让您融入团队并获得成长的空间。
中国.乐山市中区柏杨西路888号
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