总机主管Raffles Service Supervisor

PURPOSE OF POSITION 职位目的
To ensure all aspects of Telecommunications services achieve the highest possible guest satisfaction in accordance with the Hotel’s standards.
按照酒店品牌标准提供全方面的宾客服务并尽可能达到最高的客人满意度。
KEY ROLES & RESPONSIBILITIES重要职责和责任
· Manage and supervise all tasks of his/her staff
· 监督和管理当班员工的所有事宜
· Direct, supervise and coordinate activities in Telephone Operator department
· 指挥，监督及协助总机事宜
· Develop and implement procedures for proper handling of in- and out-going telephone calls, faxes, rental equipment, and other telecommunication services
· 恰当地执行和处理打进和转出的电话，传真，设备出租以及其他宾客服务相关事务
· Investigate complaints regarding telecommunication services and operator and technicians, take appropriate actions.
· 处理关于宾客服务、接线员、技术员的投诉并采取适当的措施
· Establish and maintain effective employee relations
· 建立和保持有效的员工关系
· Organize and conduct regular meeting for all Telecommunication staff to facilitate communication and a smooth operation
· 为促进宾客服务同事沟通和日常运作无阻组织并安排定期会议
· Manage and monitor the operation of all equipment, software, hardware and ensure all units are working and installed properly
· 管理并监督运作设备、软件、硬件及确保正常工作和恰当安装
· Ensure preventive and corrective maintenance for all telecommunication equipment
· 确保预防及矫正所有通讯设备维护
· Monitor the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
· 监督PABX/Voice mail/电话计算软件正常工作并坚持在交班本上记录设备运作报告
· Investigate and report software problems to respective vendors, coordinate interface problem solving with the hotel’s System Manager
· 发现并向相应供应商报告软件问题，协同酒店系统经理解决相关问题
· Maintain records to process telephone calls in the billing system
· 确保在记账系统中记录电话计费正常
· Perform PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel
· 了解PABX数据库及日常服务同时确保提供一流的宾客服务
· Prepare and controls departmental budgets
· 准备并控制部门预算
· To attend Telecommunication seminar, product knowledge, presentation, organized by the external bodies
· 参加由外部机构举办的通讯研讨会，产品知识等培训
· Conduct shift briefings to communicate hotel activities and operational requirements
· 按照酒店运作需求及熟知酒店日常活动为目的召开例会
· Prepare work and vacation schedules for staff, taking into consideration occupancy and forecasts and any large group movements
· 根据入住率及团队到店信息安排部门同事假期
· Adhere to OH&S policies and procedures and ensure all direct reports do the same
· 遵守OH&S政策和程序并确保所有报表工作正常
Human Resource and Training Responsibilities人事及培训职责
· Work with Superior and HR Manager to ensure productive departmental performance:
· 与上级和HR经理合作并确保有效的部门运作：
a) Prepare induction programs for new employees
为新员工准备欢迎介绍项目
b) Conduct regular on-the-job training
组织常规到岗培训
c) Provide input for probation and formal performance appraisal discussions
为员工进行试用期和正式工作评估谈论
d) Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance
训练，辅导及处罚违反酒店正常和部门程序的员工，并提供建设性的回馈以提高工作表现
PERSONAL ATTRIBUTES个人特质
· Written and verbal communication skills in English
· 流利和熟练的英语沟通能力
· Able to develop rapport with Colleagues and Management staff
· 有能力处理好同事和上级的关系
· Ability to work cohesively with co-workers as part of a team
· 有较强的团队合作能力
· Ability to focus attention on guest needs, remaining calm and courteous at all times
· 可以把工作重心放在客人需求，同事任何时候保持冷静和有礼貌
· Ability to promote positive relations with all hotel guests & patrons
· 有能力积极提高与酒店客人以及业主的关系
· Able to exercise good judgment with difficult guests
· 可以从投诉客人处得到不错的评价
· Understanding and ability to work in a multi-cultural environment
· 理解并有能力在一个多文化环境下工作
QUALIFICATIONS学历要求
· Diploma or Degree in Hotel Management.
· 酒店管理文凭
EXPERIENCE经验要求
· Minimum 2 - 3 year relevant experience preferably in a four or five star hotel with at least 1 year at a supervisory level.
· 至少2-3年四星及五星至少1年主管的工作经验