招聘客户中心服务员 Guest service Coordinator_南京绿地洲际酒店招聘信息-最佳东方

aCCOUNTABILITY责任范围

Essential Duties and Responsibilities – (Key Activities of the role)

主要职责﹣(职务的主要工作)

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。
Complete shift required work conscientiously
认真负责地完成规定的班次工作
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。
Report on logbook daily
每日记下工作日志。
Bill call costs
提供电话费单据。
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。
Advises defects on switchboard equipment to Supervisor
向主管汇报总机设备出现的问题。
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。
Responsible for the Room reservation after reservationists off duty. Take reservation for rooms, restaurant, limousine and other reservation for elsewhere, prefer within IHG Group.
预订部下班后负责客房的预订工作。接收预定业务时，优先提供南京绿地酒店的各项服务，包括接受客房，客用车以及其他各项预定业务，优先考虑洲际酒店集团。

QUALIFICATIONS AND REQUIREMENTS任职要求

Required Skills –

技能要求

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。

Able to read and write English
能够读写英语
Proficient in the use of Front Office System
熟练使用前台系统

Qualifications –
学历

High School or Vocational Certificate in Business Management, Business Study or equivalent
具有大专或商业管理，商务或相关的专业证书。

Experience –
经验
1 year experience in customer service or switchboard operator.
拥有1年宾客服务或电话总机的工作经验。

南京紫峰绿地洲际酒店坐落于450米的中国大陆第二高楼紫峰大厦内，酒店外观设计犹如两条盘旋向上的龙， 49层以上拥有四百余间景观客房，可充分领略南京城古老和现代的城市风貌。地理位置处于交通主干道中山北路和中央路交汇处的鼓楼广场，1号线地铁站近在咫尺。周边有玄武湖、湖南路商业街等旅游、购物景点，往返机场、火车站和工业园均可畅通无阻，交通十分便利。酒店由南京国资集团与上海绿地集团共同投资建造，引进了洲际酒店管理集团进行管理。洲际集团成立于1946年，是全球拥有客房最多、网络分布最广的专业酒店管理集团，拥有洲际、皇冠假日、假日酒店等17个国际知名酒店品牌，其管理的6000多家酒店遍布全球100多个国家。作为区域内首家国际顶级奢华品牌酒店，南京紫峰绿地洲际已成为六朝古都南京当之无愧的新地标。南京酒店业的标杆酒店，近年来更是曾多次获得旅游服务业“最佳雇主”称号！