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Job Responsibilities岗位职责
To serve as the main point of contact for all guest requests and needs. Agent is responsible for answering calls in order, make booking. The agent must exhibit courteous hospitality at all times and fully own the guest issue. When in communication with the guest, the agent must be proactive in every area including offering additional services. Most importantly the agent must coordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with the result.作为处理所有客人需求的主要服务中心。接线员的主要职责是按规定接听电话,生成预定。接线员在处理客人要求的过程中须始终保持礼貌的态度。在与客人交流的过程中,接线员须积极对待并提供更进一步的服务。作为接线员,最重要的是须通过协调后给客人以答复,并且后续跟进以确保客人对处理结果满意。
1. Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc…了解酒店,酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息, 例如位置,景色,提供物品,特色及房间类型等。
2. Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures.运用礼貌并适当的电话礼仪接听客人的电话,并对客人提出的合理要求提供最好的服务。
3. Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.作为酒店,餐厅,酒吧及礼品部等开展的促销活动的代表。
4. Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner, practice empowerment.确保对客人所提出的问题都能给以及时满意的答复,以及时和专业的态度完成对客人的承诺并能后续跟进,付诸于行动。
5. Handle all wake-up call requests and repeat information to the guest to ensure proper handling of wake up calls in the morning.处理所有叫醒服务要求,并向客人重复相关信息以确保早上能准时叫醒客人。
6. Handle fax and messages per outlined procedures.按照程序处理客人的传真和留言。
7. Take changes on incoming collect calls or any calls not received by the accounting system and post them in Opera.灵活应对来电,并能将未被记录入客人房帐中的电话费用输入相应房间。
8.To assist the Supervisor in updating the AYS manual on a regular basis.协助主管定期更新服务中心手册
9.To monitor call handling so that opportunities in up selling are maximized.监督电话的接听,最大化提高销售的机会。
10.Sell rooms in such a manner to maximize revenue and occupancy with guest satisfaction.在让客人满意的同时尽量提高出租率,获得高收益。
11.Supervise the confirmation of Hotel Reservations via letter/fax/e-mail within 24 hours of receipt管理预订的确认,在收到预定24小时内,要通过书信/传真/电子邮件的形式进行预定确认。
12.Have a thorough knowledge of hotel fire regulations and policy reports, safety programs, and what the direct duties are in relation to each.全面了解酒店的消防程序,报警程序,安全守则,并清楚其相关负责人
13.All departments need to learn from each other and help each other if needed.部门需要相互学习,需要的时候跨岗协助。
14.To assume other duties as delegated by Supervisor.执行部门负责人安排的其他任务和职责。
15.Ensure GXP program is operational at all times during shift.确保在每个班次GXP程序总是运作的。
Job Requirement岗位要求
1.Friendly and guest orientated at all times.友好,始终以客人为中心。
2.Potential open minded, willing to learn, easily adapt to new environment, creative, logical thinking familiar with system.开放的心态,愿意学习和接受新知识,对于新的环境的适应能力强,逻辑思考,熟练操作系统。
3.Requires good communication skills and understand the primary able to work independently and take ownership and initiative.有良好的沟通技巧,并且拥有工作岗位需要的最基本的语言交流能力,能独立工作并且负起个人责任。
4.Team player.良好的团队合作精神。
5.Be fluent in English and Mandarin流利的英语和普通话
6.Minimum graduated from College.大专以上
2018年7月1日开业的苏州太湖万豪酒店和苏州太湖万丽酒店位于“人间天堂”苏州太湖之滨,信步可揽憩静恬美的太湖山色;酒店临近沪宁、苏嘉杭高速,距苏州绕城高速太湖西山(金庭)出口仅5分钟车程,距离苏南机场30分钟车程、上海虹桥枢纽50分钟车程30分钟即可直达市区,是长三角商务会议好去处,休闲度假首选地。 酒店地理位置优越,壁邻度假区高尔夫球场, “太湖湿地公园”、“蒯祥纪念园”、“渔洋山景区”、“海洋馆”等自然景观景点左右相依,石公山、林屋洞、飘渺峰、明月湾古村落等太湖西山与东山景点均在酒店20分钟交通圈内。 苏州太湖万豪酒店和太湖万丽酒店,是苏州太湖旅游度假区首家万豪国际品牌酒店。2家酒店坐拥116,000平方米,别具匠心的设计给您带来前所未有的舒适体验,一切尽显万豪集团高端酒店卓尔不凡的尊贵品质。周边秀山丽水,举目如画。湖生态环境富饶,盛产 “太湖三白”、 碧螺春茶、枇杷、杨梅等名特产品,这里“月月有花,季季有果,天天有鱼虾”,宛若室外桃源般令人神往。