宾客服务中心领班 Guest Service Center Captain

· Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand.
· 主要负责及时和用体现酒店和品牌的专业态度接听从外部打入的电话。
· 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。
· Records all entries on traffic sheets
· 将所有条目记录到电话单上。
· 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。
· 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。
· Taking reservations from different channels when Reservation Team is absent, including Ctrip, Meituan, corporate and voucher bookings.
· 预订部未有人当班时需要承接携程、美团、公司及房券的订单做预订。
· 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。
· Experience working in Intercontinental Group hotels is preferred
· 具备洲际集团旗下酒店工作经验优先考虑