服务中心专员 Service Center Officer

总机及预定专员
Primary Responsibilities主要职责
· Ensure LQA standards are implemented and delivered to every guest.
在对客服务中遵守和执行LQA。
· Handlesguest and talent enquiries in a courteous and efficient manner, reportingcomplaints or problems if no immediate solution can be found.
礼貌且高效地处理客人及人才的要求，遇到投诉或问题，如不能马上找到解决办法，要向上级报告
· Deliverall guests’ messages, mail and fax are handled and distributed properly.
正确处理所有客人的留言、邮件及传真。
· Has a thorough understanding of all the servicesoffered by the Hotel to easily answer guest all inquiries.
完全理解和掌握酒店所提供的所有服务以便回复客人的任何问询。
· Comply with Service CenterPolicies and Procedures are adhered.
遵守总机各项政策与程序。
· Be familiar with System, be able to use thesystem to assign guest requires to related department expertly.
掌握系统，有能力熟练地使用系统安排住店客人的各种需求给相应部门跟进完成
· Handle the roomreservation during Reservation’s absence, and fax back to OTA if necessary.
在预订部不当值的期间接受酒店房间的预定工作，并在需要的时候给网络订房商回复预订传真。
· Provide an engaged, efficient service toguests in every interaction.
在每一次互动中都为客人提供亲切、有效的服务。
· Full utilization of all kinds of systems toembrace guest experience.
充分利用各类酒店管理系统和软件以提高宾客体验。
· Liaison between Service Center Team and rest ofhotel effective for guest experience.
在总机内部与酒店其他部门之间有效的沟通来提高宾客体验。
· Focuses on the stay experience for LCAH members.
Knowledge and Experience知识和经验
· Diploma or Degreepreferably in hospitality or related field
酒店管理或相关专业的本科或专科学历。
· Relevant experience in a similar position in a renown international hotelbrand
在知名国际酒店内从事类似岗位的经验
· Excellent oral andwritten skills in Mandarin and English
优秀的中英文听说读写能力