Asst. Service Centre Manager 客服中心副经理

工作职责
接听和转接电话以热情、使用规范的问候语和话术，准确判断来电目地遇到忙音或无人接听时，及时告知来电者并询问是否需要留言或其他帮助。熟练掌握酒店的各项信息，如客房类型及价格、餐饮设施及营业时间、娱乐项目、会议场所等。为来电者提供准确、详细的酒店信息咨询，解答关于酒店服务、周边环境等方面的问题。随时更新信息储备，确保提供的信息及时且准确无误。耐心倾听客人的投诉和意见，以诚恳的态度表示关注和理解。详细记录投诉内容，及时将投诉反馈至相关部门负责人。跟进投诉处理进度，将处理结果反馈给客人，并做好记录。准确记录客人的叫醒要求，包括房间号、叫醒时间等。接收客人的留言，准确记录留言内容和留言对象。遇紧急情况或突发事件，保持冷静，按照应急预案进行处理和上报。协助处理客人的紧急需求，如医疗救助等。定期检查总机设备，确保其正常运行。
Job responsibilities
Answer and transfer calls with enthusiasm, use standard greetings and speech techniques, accurately determine the purpose of the callWhen you encounter a busy tone or no answer, inform the caller and ask if you need to leave a message or other help.Proficient in hotel information, such as room types and prices, dining facilities and opening hours, entertainment, meeting places, etc.Provide accurate and detailed hotel information consultation for callers, answer questions about hotel services, surrounding environment, etc.Update the information reserve at all times to ensure that the information provided is timely and accurate.Patiently listen to guest complaints and comments, express concern and understanding with sincere attitude.Record the complaint content in detail, and timely report the complaint to the head of the relevant department.Follow up the progress of complaint handling, report the result to the customer, and make a record.Accurately record guest's wake-up requests, including room number, wake-up time, etc.Receive the guest's message, accurately record the message content and message object.In case of emergency or emergency, keep calm, deal with and report according to the emergency plan.Assist guests with emergency needs such as medical assistance.Periodically check the switchboard equipment to ensure its normal operation.