【岗位职责】
1、负责酒店总机电话的接听与转接,确保所有来电及时、准确地转接到相应部门或个人
2、为客人提供专业的电话咨询服务,包括酒店服务、设施、周边信息等,解答客人疑问
3、处理客人的电话投诉及特殊需求,及时反馈至相关部门并跟进解决情况
4、记录并传达重要电话信息,确保信息传递的准确性和时效性
5、协助前台部门完成部分行政工作,如叫醒服务安排、电话叫车服务等
6、维护总机设备的正常运行,发现故障及时报修并跟进处理
7、遵守酒店保密制度,妥善处理客人和酒店内部信息
【岗位要求】
1、普通话标准,口齿清晰,具备良好的语言表达能力和沟通技巧
2、具备基本的英语听说能力,能够处理简单的英文电话沟通
3、具备较强的服务意识和耐心,能够妥善处理各类电话咨询及投诉
4、反应敏捷,具备良好的应变能力和抗压能力
5、能够适应轮班工作制(包括夜班)
6、熟练使用办公软件(如Word、Excel等)及电话系统操作
7、有酒店总机或客服相关工作经验者优先,无经验者可提供培训
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酒店选址于承载着百年沉浮的张江老街,江南民居“绞圈房子”旧址,萃取雕花叠影工艺,赋予酒店文化属性。坐落在将科技生活融合,锐意创新,以光为线索的科创阵地-张江科学之门。The hotel is located on the site of the historic Jiangnan-style "Jiaoquan House" in Zhangjiang Old Street, which has witnessed a century of vicissitudes. Drawing inspiration from the intricate carved shadow craftsmanship, the hotel is imbued with cultural significance. Situated at the Zhangjiang Science Gate—a hub of technological innovation where science and daily life converge, with light as the guiding thread—the hotel stands as a testament to forward-thinking creativity.酒店高25层,拥有250间风格各异,设施完备的公寓客房。分别配备时尚家具,独立的工作和休憩空间的单卧公寓,豪华一房、双房及三房的公寓套房,是旅途驻留的优选之地。The hotel is 25 stories high and features 250 apartment-style guest rooms with diverse styles and complete facilities. These include studio, one bed, two beds, three beds apartments with fashionable furniture and separate work and entertainment spaces, it is an ideal place to stay during your journey.一楼大堂内的“怡然居”酒廊供应每日早餐,也是住客们交友畅谈,商务宴请的多功能场所。三楼24小时健身房、瑜伽室和恒温无边泳池,工作之余酣畅淋漓,享受多巴胺的愉悦。The Resdient Lounge in the lobby, to serves daily breakfast and is also a multi-functional venue for guests to make friends, chat and hold business banquets. On the third floor, there is a 24-hour gym, a yoga room and a heated infinity pool. After work, you can relax and enjoy the pleasure of dopamine.我们紧邻张江地标“科学之门双子塔”,科创交流的张江科学会堂,周边配备陆悦天地商业综合体,13号线学林路站和2号线金科路站双地铁站点步行可达。We are adjacent to the landmark of Zhangjiang, the "Science Gate Twin Towers", the Zhangjiang Science Hall for science and technology exchanges, and are surrounded by the Luyue Tiandi commercial complex. The two metro stations, Xuelin Road Station of Line 13 and Jinkelu Station of Line 2 are within walking distance.