招聘总机主管Operator Supervisor_温州君廷大酒店管理有限公司招聘信息-最佳东方

· Receive all incoming calls in a courteous and friendly manner, responsible for accurate connection.

礼貌和友好地接听所有的来电, 并负责准确的接转

· Answer all calls in the manner specified by the P & P of Barony on a consistent basis.

持续一贯的遵循君廷酒店的政策和程序，礼貌地接听电话

· Answer guest’s inquires over the phone and follow up personally to resolve Guest request.

接听客人的电话并亲自采取行动去完成客人的要求

· You will not transfer any call from Guest Room to another Department or section.

首先回答客人的电话询问，不要将电话直接接转至有关部门

· Responsible for booking and placing of guest long distance calls correctly

负责准确地预约和接通客人的长途电话

· Responsible for placing of guests’ wake-up calls accurately and timely

负责准确及时的为客人提供叫醒服务

· Perform personalized wakeup call efficiently and consistently. 执行个性化的叫醒服务

· Responsible for monitoring wake-up call log and take appropriate action if a call is not answered.

负责检查叫醒服务记录, 并在电话没有人接听时采取适当的措施

· Responsible for paging of hotel personnel correctly when required.负责正确传呼饭店人员

· Have thorough knowledge of and assists guests and callers with the hotels Voice Mail system.

充分了解饭店的语音信箱系统,并帮助客人和来电者使用该系统

· Report fault promptly.及时报告错误

· Have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests` questions.充分了解饭店设施和营业时间, 确保正确回答客人的问题

· Knowledge of daily events in the hotel.了解饭店的日常事务

· Have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc.

充分了解紧急事件处理程序,例如火警, 警报,疏散,轰炸,恐吓等等

· Ensure that the working area is kept clean and tidy at all times.

随时保持工作区域的清洁和整齐

· Cultivate good working relationships with inter-related departments

培养部门间良好的工作关系

· Identity VIP, regular guests and long staying guests and build rapport to offer personalized service and assistance识别贵宾,常规客人和长住客人并且亲善地提供个性化的服务和帮助

· Handle “ Service Express” promptly and follow up that all requests have been responded to the guest’s full satisfaction迅速处理“快捷服务”并跟踪确保客人完全满意

· Undertake assignments as delegated by supervisors按照上级的指示完成任务

· Deliver high quality service to guest提供优质对客服务

· Ensure guest needs and reasonable requests are met确保顾客需求和合理要求被满足

· Take appropriate action to resolve guest complaints采取合适的行为解决客人投诉

· Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests保持对产品与服务的高度了解以便于向客人解释和销售服务与设施

· Adhere to the hotel’s security and emergency policies and procedures

坚持饭店安全制度、紧急情况处理规定和程序

· Ensure a high level of cleaning is maintained in your work area

保持维护所在工作区域的高度整洁

· Abide by the Hotel’s Policies and Procedures, Barony Code of Business Conduct and the hotel’s Associate Handbook

遵守饭店的工作政策及程序，遵守君廷的商业行为规范以及员工手册中的条款

· Be well groomed and personal hygiene is maintained to the standards of Barony.

遵守君廷酒店的仪容仪表的规范以及维持卫生的标准.

· Carry out other tasks as directed by your supervisors完成你上级交待的其它任务

· Works closely through cooperation with In-Room Dining to ensure service delivery to all guests are consistent and prompt.与客房用餐部保持紧密的合作以确保迅速对客服务

· Arrange for translators & interpreter upon demand在需要时提供翻译服务

· Handle rental of Business Center equipment处理商务中心设备出租事宜

· Maintain reference books and magazines in good conditions确保参考书和杂志处于良好状态

· Post guest charges promptly to their accounts 迅速将客人账目输入电脑中相应的客人账户去

· Have full knowledge of PC work stations and assist users when requested

掌握电脑工作站的全部知识并在需要时协助客人

· Adhere to strict confidentially with regards to guest’s correspondence, translations etc.

对客人的文件和译文等严格保密

· Respect guest privacy while using the Business Center

保证客人在使用商务中心时不受打扰

· Knowledgeable of all section job description and the Standard operating procedure, except Operator

除了总机，还应该了解整个前厅部所有岗位的知识与工作流程

· Carry out other tasks as directed by your supervisors

执行并完成上级领导安排的工作与任务

· Considering the career development of staff, hotel will arrange cross exposure for every staff, according to actual situation

考虑到个人职业发展以及工作需要，酒店会根据实际情况来安排员工的交叉培训和交叉帮忙KEY COMPETENCIES主要能力

· Good knowledge and very familiar with concierge operation

掌握礼宾部工作知识并且十分熟悉礼宾部日常运行

· Good knowledge of local area information, handle guest request efficiently

熟悉各类相关信息，尽力为客人解决问题

· Good English language skill

良好的英语能力

· Good communication skill

良好的沟通技巧

· Diploma or Vocational Certificate in Hotel Management or equivalent

酒店管理或相关的大专学历或职业证书。

· Minimum of 2 years experience in a customer service position, preferably in a 5 star international hotel.

至少两年顾客服务经验，最好有国际五星级服务经验

Additional Skill required

其它技能要求：

· Fluency in Mandarin

普通话流利

· Other foreign language ability

其他外语能力

· Positive attitude under pressure

良好的心理承受能力，在工作中始终保持积极的态度

· Sweet & lovely voice

甜美的音色

温州君廷酒店是由温州侨意房地产有限公司投资的国际品牌五星酒店，英国君廷品牌有着近百年的历史，酒店分布全球，在英国、加拿大、美国、中国共计有104家酒店，君廷一直秉承英伦式的“优雅”、“绅士”、“好客”的服务宗旨。酒店融合中西方建筑文化艺术，追求现代与经典的完美结合，气派、高端、豪华的特征使得君廷被赋予了豪华酒店品牌更具深度的质感。酒店坐落于温州市瓯海区高铁新城，酒店高达160米共有42层，建筑采用新古典主义风格，时尚与现代结合，华贵典雅，是瓯海区地标性酒店。毗邻动车南站，步行3分钟即可到达，周边有大象城、港龙商贸城、站南商厦、浙南物流基地等商业配套，酒店距离银泰城1.5公里，距离瓯海区政府2.5公里，与亚运村仅10分钟车程，距离温丽高速路口8分钟车程，距离s1线站点8分钟，距离机场35分钟车程，约1小时车程就可以到达雁荡山和楠溪江等著名的国家级旅游景点，交通十分便利。君廷品牌秉承全球思维，区域运作的理念，使国际化与本土化完美结合，致力于提供休闲的环境，个性化和适时适度的服务，为商务和休闲旅行者提供真实而舒适的感受。处处彰显平等、快乐、尊荣、自由的核心价值观，践行weareone的管理理念，让每位客人感受到关注，尊重和物有所值。 Wenzhou Grand Barony hotel is an international brand five-star hotel invested by Wenzhou Qiaoyi Real Estate Co. , Ltd. . The British junting brand has a history of nearly 100 years. The hotels are distributed around the world, with a total of 104 hotels in Britain, Canada, the United States and China, royal Court has been adhering to the british-style "elegant" , "Gentleman" , "hospitable" service purposes. The combination of Chinese and Western architectural culture and art, the pursuit of modern and classic perfect combination, style, high-end, luxury characteristics of junting luxury hotel brand has been given a deeper sense of texture. Located in the new Ouhai District high-speed railway city, the hotel is 160 meters high and has 42 floors. The building is designed in the style of neoclassicism, combining fashion and modernity. It is a luxury and elegant hotel and is a landmark in Ouhai district. Adjacent to the South Railway Station, it is only 3 minutes'walk away. It is surrounded by Elephant City, Hong Kong Dragon Trade City, South Railway Station, south Zhejiang logistics base and other commercial facilities. The hotel is 1.5 km from Yintai city and 2.5 km from Ouhai district government, it is only 10 minutes'drive from the Asian Games village, 8 minutes'drive from the Wenli Expressway Junction, 8 minutes'drive from the station on the s 1 line, 35 minutes'drive from the airport, and about an hour's drive to famous national tourist attractions such as Yandangshan Geopark and Nanxi River, the transportation is very convenient. The junting brand adheres to the concept of global thinking and regional operation, making the perfect combination of internationalization and localization, and is committed to providing a leisure environment, personalized and timely and appropriate service, to provide business and leisure travelers with a true and comfortable feeling. Highlight the core values of equality, happiness, honor and freedom, and practice the weareone management philosophy to make every guest feel cared for, respected and value for money.