宾客服务中心经理 Gueset Service Center Manager

·
Directs, supervises and coordinates the
activities in Telephone department and Business
Centre
·
Monitor Telephone department and Business Centre personnel to ensure maximum guest
satisfaction through personal recognition and prompt cordial attention
·
Develops and implement procedures for proper handling
in and out going telephone calls, facsimile transmission, rental equipment,
lease telephone lines and other telecommunication and secretarial services
·
Investigates complaints regarding the Telephone
services, Business Centre services and
takes appropriate actions
·
Develops working plans to carry out goals,
compares actual achievements against goal periodically, take necessary
corrective actions
·
Organizes and conducts regular meeting for
all telephone operators and business centre staffs to facilitate communication
and a smooth operation
·
Manages and monitors the operation of all
equipment’s, software, hardware and endure all units are working and installed
properly
·
Ensures all equipments in Operator’s room and
Business Centre are covered by the
correct maintenance contract and the preventive maintenance is performed
·
Maintains up to date list of all equipment in
Operator’s room and Business Centre
·
Monitors the performance of PABX/Voice
Mail/Call Accounting software and maintain logbook of equipment performance
report
·
Investigates and reports software problem to
Vendors, coordinates interface problem solving with the hotel System Manager
·
Maintains suitable record to process
telephone calls in the billing system, and to maintain record of the room
status up to the Brand minimum standards
·
Maintains user documentation, PABX system
reports, telephone list, and numbering plan leases agreement on rental lines,
maintenance contract and local licenses
·
Performs PABX data-base programming and
regular service change to control class of service on all telephone sets in the
hotel.
·
Prepares and controls departmental budgeted
·
To attend Telecommunication seminar, product
knowledge, presentation, organized by the external bodies
·
Conducts shift briefings to ensure hotel activities
and operational requirements are known
·
Prepares efficient work schedule for operators
and Business Centre clerks, arranging
holidays, vacation, taking occupancy and forecasts and any large group
movements into consideration
·
Appraise appearance, discipline and
efficiency of all staff order direct supervision and initiate immediate
remedial action if necessary
·
Set up guests’ business appointments
·
Ensure stationery supplies are maintained to
standard, ordering in advance when required
·
Participate in broader Front Office meetings
to keep abreast of issues in the department and inform your staff of same
·
Forecast future business trends on a monthly
basis and plan strategies to take full benefit of forecasted business trends
·
Analyze business centre’s strengths,
weaknesses and opportunities, Develop and implement action plans to improve
strengths, overcome weaknesses and capture opportunities
·
Assist in planning and co-ordinating
activities to ensure that a budgeted sales targets are met or exceeded
·
Complete regular market surveys of
competitor’s products
·
Assist with the development of strategies
based on market research that will ensure achievement of market share and
outlet profit targets
·
Establishes and
maintains effective employee relations
·
Performs related
duties and special projects as assigned.