• 五险一金
• 技能培训
• 带薪年假
• 岗位晋升
• 包吃包住
• 管理规范
• 人性化管理
• 员工生日礼物
• 美女多
• 领导好

Work alongside  Call 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
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 Call Centre Agents.
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 familiar  with 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。

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