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上海苏宁宝丽嘉酒店 BELLAGIO SHANGHAI

    职位:Guest Service Center Agent 宾客服务中心文员

  • 职位性质:全职
  • 工作地区:上海市虹口区
  • 招聘人数:1人
  • 学  历:大专
  • 工作经验:不限
  • 所 在 地:不限
  • 户 籍 地:不限
  • 提供食宿:不限
  • 年龄要求:不限
  • 计算机能力:不限
  • 语言要求:不限
  • 国际联号工作经历:优先
  • 薪资待遇:2.3千-4千
  • 职位有效期:2020-06-04至2020-09-02

岗位职责/职位描述

岗位职责:

1. Provides excellent guest service in handling high call volume while being proficient in the computerized system;
       提供优质的客户服务,能处理大量来电,精通电脑系统;
2. Accurately take messages for internal and external guests when needed and ensure they get communicated accurately to the right party;
       准确地为内部和外部的客人提供留言服务,确保他们得到准确信息,以温暖的声音接受要求并及时执行每个叫醒;
3. Receive and administer wake up calls in a warm and timely manner;
       热情及时的记录处理客人的叫醒服务;
4. Maintain education on all property facilities, events, staff updates, and hours of operation and be prepared to answer questions regarding these matters;
       熟练所有设施设备,事件,员工更新,以及营业小时,随时准备回答客人 提出的这些问题;
5. Be well versed on city attractions and able to give directions;
       精通本地的旅游景点,并提供指引;
6. Be fluent with a detailed level of knowledge about property product and services and act as an ambassador to the hotel when presenting these to potential and return guests;
       精通酒店品牌产品及细节服务水平,代表酒店向客人展示这些潜在;
7. Answers all written enquiries received through correspondence or email within 24 hours;
       礼貌而高效地处理所有客人和内部的投诉和询问,确保问题得到圆满解决;
8. Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily;
       保持与顾客和同事的良好合作关系;
9. Maintains positive guest and colleague interactions with good working relationships;
       确保所有员工始终提供给客人礼貌、专业的服务;
10. Ensures all employees provide a courteous and professional service at all times;
       确保员工适时的为其他部门员工提供同样优质的服务;
11. Ensures that Front Office employees provide excellent service to internal customers as appropriate;
       经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务;
12. Oversees maintenance and handling of equipment used;
       监控设备的适用和维修;
13. Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area;
       确保及时向相关部门报告故障和需要维修的地方;
14. Attends schedule training;
       参加定期培训;
15. Participate actively in company initiated employee activities;
       积极参加公司举办的员工活动;
16. Adheres to the specific hygiene and personal appearance standards of the hotel and his area;
       在酒店区域内按标准保持个人卫生和仪表整洁;
17. Adheres to the set procedures for attendance and time keeping;
       遵守公司规定的出勤程序和工作时间;
18. Adheres to the provision outlined in the Employee’s Handbook, Disciplinary Code and Rules and Regulations;
       按照员工手册及相关规章制度的规定开展日常的工作;
19. Reduce waste supplies and material by re-using or selling;
       通过再利用或出售废品减少物资浪费;
20. Recycles when possible;
       尽可能进行循环利用;
21. Conserve water and energy by adhering to environmental / energy conservation checklist appropriate for his area;
       通过环境和能源条例为各自的部门节水、节能;
22. Must assist and promote inter-hotel sales and in-house facilities.
       必须帮助和提高酒店内部的销售部门客房的设备。
23. Handle hotel reservations.
       处理酒店预订。
24. Take in room dining orders.
       处理客房送餐订单。


任职资格:

1. Neat and pleasant appearance;
       仪表整洁;
2. Articulate;
       表达力强;
3. Good Health;
       身体健康;
4. Oral and written fluency in English;
       熟练的英语口语及书面表达能力;
5. Good understanding of local languages;
       精通本地语言;
6. College Degree or above;
       大专学历或以上;
7. 1 year in similar size hotel;
       应具备在相当规模饭店1年的经验;
8. Self-starter;
       主动;
9. Team-builder;
       团队精神;
10. Computer knowledge;
       计算机知识;
11. Ability to work flexible hours.
       能适应翻班及长时间工作。