招聘总机文员Guest Service Center Operator_厦门海旅温德姆至尊酒店招聘信息-最佳东方

DUTIES AND RESPONSIBILITIES职责和义务

1. Have knowledge of hotel and its services including hours of operations for all departments’ involved, surrounding areas, local information, local attraction and other additional information. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.了解酒店及其服务，包括营业点营业时间，周边环境，本地信息，本地旅游景点及其它相关信息。了解包括位置，景色，客用品，特征，类型在内的客房知识。

2. Offer the hotel guests the best possible service through courteous and proper use of

telephone etiquette.为酒店客人提供最优质的，彬彬有礼的服务。

3. Be an ambassador of the hotel by promoting the hotel rooms, restaurant, lounge, gift shops, etc.积极推销酒店客房，餐厅，酒吧，礼品店等产品。

4. Understand the various payment options and procedures of Room Service.掌握送餐服务的各种结账方式与操作程序。

5. Be able to give accurate directions and information regarding the immediate and metro area.能够提供准确无误地指引和信息。

6. Handle all emergencies procedures according to established procedures.根据既定方案处理紧急程序。

7. Ensure all customer complaints are recorded in the Incident Report immediately and handles all complaints in a professional manner.确保所有客人的投诉及时记录到事故报告并准确交接。

8. Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolution, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.确保所有客人遇到的问题均得到合适的答复。所有承诺的赔偿与跟进，均以专业的方式妥善处理。

9. Has a thorough knowledge of Food & Beverage including: In room Dinning Menu, all restaurant Menu, hotel wine list and all condiment and ingredient of food.

熟练掌握酒店餐厅，送餐部，酒水菜单，调味品及食物成分。

10. Prepare wake-up call sheets; record the guest’s name and room number under the wake up time requested. Repeat this information to the guest to ensure proper handling of wake up calls in the morning.准备叫醒服务的登记表，接到客人来电要求叫醒服务时客人姓名，房号，叫醒时间。跟客人重复确认以上信息，确保服务的准确。

11. Set wake up clock or input as request as they come in.一旦收到，即设置叫醒服务。

12. To work on time when start of shift.准时到岗。

13. Review Incident Report and keep follow up if necessary.回顾事故报告，必要时继续跟进。

14. Answer all telephone calls in a courteous and efficient manner with smiling, proper greeting and address guests’ name.接听电话要做到彬彬有礼，面带微笑，准确使用礼貌用语并称呼客人名字。

15. Update the information book/follow up book, in which all essential information and of

Importance to all shifts is recorded.更新预订&服务中心信息/交接本，确保本班次重要信息均已记录。

16. Resolve guest complaints, without involving supervisor, manager if possible, when needed, refer the matter to the supervisor and Manager. Report on complaints and guest comments to Manager.处理客人投诉，必要时汇报给主管，经理。

17. Maintain good working relations with Housekeeping, Room Service and all Kitchens. Promptly inform about guests’ special request of the food to Room Service and relevant Kitchen.与客房部，送餐部，各个厨房保持良好关系。准确地将客人特殊要求传达给送餐部及相关厨房。

18. Take personal responsibility for guest requests, follow up with relevant department to ensure the request has been acted and guest was satisfied.与相关部门紧密跟进处理客人要求确保客人满意度。

19. Report any unusual occurrences to the shift leader/supervisor, Manager, and Front Office Manager.任何异常情况，汇报给领班，主管，经理及前厅部经理。

JOB SPECIFICATION工作要求

1. College level education.中专或以上。

2. Has experience is preferred.有工作经验的优先考虑。

3. Verbal facility.口头表达能力强。

4. Well-modulated voice and good diction.动听的嗓音和良好的听写。

Welcome to Wyndham Grand Xiamen Haicang欢迎光临厦门海旅温德姆至尊酒店Premier location绝佳地域Ideallylocated at Haicang Avenue,the platinum five-star Wyndham Grand Xiamen Haicangis the first international five-star luxury branded hotel in Xiamen’s HaicangDistrict. Located in beautiful Haicang Bay，thestart of Haicang Avenue, separated to the Gulang island and Lujiang Road onlyby the ocean. Easily accessible to Haicang’s Export Processing zone and XiamenPilot Free Trade Zone, the hotel is a 20-minute drive from the Xiamen GaoqiInternational Airport and the railway station，also a 30-minute drive to Xiamen north train station and 3-minutedrive from the Entry to motorway,500 meters far from Songyu Dock, 15-minuteship to Gulangyu Island, Ferry and Zhongshan Road.厦门海旅温德姆至尊酒店, 坐落于美丽的海沧湾，海沧大道的起点，是厦门市海沧区首家国际奢华五星级品牌酒店。其地理位置优越，与鹭江道和鼓浪屿隔海相望，紧邻出口加工区，厦门自贸试验区。交通便捷，至厦门高崎国际机场及厦门火车站仅需30分钟车程，距厦门动车北站仅需30分钟车程，到达高速入口仅需3分钟车程，与嵩屿码头仅相距500米，乘船至鼓浪屿及轮渡中山路仅需10分钟。Elegance&Comfort舒适优雅Offering353 spacious and beautifully decorated regal guestrooms and suits withbreathtaking views of the Xiamen Island, Gulangyu Island and stunning views ofXiamen Haicang Bay makes your stay more comfortable and visually appealing.酒店共设353间豪华宽敞的客房及套房，可凭窗眺望厦门岛、海沧湾及鼓浪屿的醉人景致，令人惬意舒畅。A Culinary Experience美食体验The AllDay Dining Constellation Western Restaurant in hotel invites you to experiencethe interactive “open kitchen theater” stations where you can appreciate thewide selection of culinary specialties. In Chun Xuan Chinese restaurant, weprovide the delicious dishes of classic Cantonese food and special localseafood. In addition, Qin Huai restaurant with Huaiyang feature bring you thediverse dishes from Watery Towns in Southern China, tasting the variousepicurean food like the ancient Chinese poetry:” A few houses hidden past anarrow bridge where a quite creek running below”. Meanwhile, through thewindow, you can appreciate the magnificent view of the sea and the sky mergedinto one, enjoy the wide different experience.星璨西餐厅诚邀您来体验开放式“剧院厨房”的互动美丽，尽享国际美食带来的饕餮盛宴。在椿轩中餐厅我们为您准备了融合经典粤菜与本地特色海鲜的佳肴美馔供您挑选。此外，具有淮扬特色的秦怀餐厅还为您带来了江南水乡的各式风味美食，让您在品味小桥流水人家别致情怀的同时，还能惬意欣赏窗外海天一色的壮阔奇趣，享受风格迥异的绝妙体验.Meeting Your Needs会议及宴会首选TheWyndham Grand Xiamen haicang is one the best -equipped video conferencingvenues in the city . Spacious conference and banquet facilities to ensure yourconference, wedding, banquet and social gatherings not only meet , but exceedyour expectations.酒店拥有齐全的会议及宴会设施。1400平方米的会议和宴会场地，可同时接待1000人的会议及宴会，11间不同大小的多功能厅则可举办更为私人的活动。一支创新，灵活的专业服务团队，为您的会议或宴会搭配精彩纷呈，激动人心的主题，确保活动的圆满成功。Fitnesss Centre 健身中心WyndhamSports Center lead the customer to discover healthy way of life which is themost relaxed experience. Build the biggest gym center among Xiamen luxuryhotels, equipped with the top-level facilities and the professional coaches,where you can enjoy the distance from complication and have a leisurely trip,rebuilt yourself and integrate with nature. Meanwhile Wyndham Grand offers poolthat open all year round, large yoga room and playing center designed forchildren , which give you diverse experiences of life.总面积1700平方米，蓝睦健身中心引领客人发现健康生活方式，体验身心的极致放松。打造全市最大的奢华酒店健身场所，配备顶级的健身器材，以及专业的健身教练。让您能远离喧嚣，悠然自得，重塑自己，融入自然。同时酒店拥有全年开放的户外泳池，超大的瑜伽操房，以及为儿童量身定做的游乐中心，给您的业余生活带来丰富的彩。酒店地址：中国福建省厦门市海沧区嵩屿东路88号电话：（86 592）688 5555传真：（86 592）688 2170电子邮箱：hr@wyndhamgrandxm.com