宾客服务中心接线员Guest Service Center Agent

DUTIES AND RESPONSIBILITIES 工作职责
Process all incoming and outgoing calls accurately and courteously在准确、礼貌的前提下处理所有打进和转出的电话。
Records and controls accurately wake up calls准确的记录和控制叫醒电话。
Assists guests with international calls and directory queries协助客人拨打国际电话和目录查询
Calls guests by name whenever possible无论何时记得称呼客人的名字。
Handles guests needs or requests and reports complaints to the Guest Service Center Supervisor处理客人的需要或请求传达客人的投诉给客户服务中心主管。
Report on logbook daily每天报告交班本内容。
Bill call costs计费电话成本。
Aware of local telephone listings and frequently dialed numbers了解当地的电话清单以及经常拨打的电话。
Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations紧急情况如火灾,炸弹恐吓和其他紧急情况下严格遵守标准政策和程序管理。
Advises defects on switchboard equipment to Supervisor向主管通知总机设备的缺陷及问题。
Maintains a clean work environment保持干净的工作环境。
Attends to all guest queries and requests promptly重视所有客人的问题以及要求。
Deliver guest item on guest require.根据客人的要求提供客人所需。
Maintains detailed knowledge of the Hotel’s fire, life and safety system知晓详细的酒店消防、生命安全知识。
Maintains detailed knowledge on the Emergency Response Team and workings of the Geust Service Center in this regard知晓酒店应急反应小组成员名单和客户服务中心的作用。
Maintain Hotel Information.详细了解酒店知识。
Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.要精确的了解酒店当天最新的宴会会议活动等信息回答客人的问询
Greets guests with a cheerful and pleasant voice using guests’ names at least thrice during conversations.要求愉悦清晰的接听客人电话时必须称呼客人名字3次及以上
Performs functions of a concierge, their duties and requests, via telephone.通过电话去完成礼宾部的工作流程。
Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes.辨别酒店不足之处并提出相关的解决方案
Be familiar with all F&B venue menus and specials, including seasonal changes and special promotions.熟悉酒店餐饮菜单的季节变化推出的活动商品
QUALIFICATIONS AND REQUIREMENTS 任职要求
Required Skills必须技能---
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
沟通技巧是利用大量的时间当你与他人互动时,证明有能力与客户、员工和第三方反映集团酒 店以及品牌。
Able to read and write English读写英语的能力。
Qualifications学历---
High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent高中级以上学历。
6 months experience in guest service or customer service, or an equivalent combination of education and experience. 拥有6个月前厅或宾客服务或电话总机工作经验包括管理经验或与此相当的教育和相关工作经验结合的背景。
Tel招聘电话: + 86 (898) 8865 8888-7516（working period is 9AM-6PM in working days工作时间为工作日上午9点至下午6点
Email招聘邮箱: Sienna.Xian@ichaitangbay.com