宾客服务中心主管 Guest Service Center Supervisor

Job Purpose:
工作目的
Assist the Guest Service center Manager to supervise the operation of the PABX room and ensure the effective courteous services to all internal and external callers.
个人能力描述协助宾客服务中心经理监管电话房的运作，并确保对所有内部和外部的打电话者提供有效而周到的服务
KEY RESULT AREAS
主要工作职责
Supervise the overall activities at the PABX room.
监管电话房的总体工作
Answer telephone calls and ensure they are handled professionally by the Telephone Operator.
接听电话并确认电话服务员工能熟练接听电话
Ensure all overseas messages are delivered to the hotel guests promptly.
确保将所有长途电话留言实时递送至酒店客人处
Review the work procedures at the PABX room for improvement and recommend to the Service Center Manager.
回顾电话房的工作程序以便改进，并将建议提交给宾客服务中心经理
Handle guest complaints and report daily occurrence and irregularities to the Service Center Manager.
处理客人的投诉电话并向宾客服务中心经理汇报每日事务和异常情况
Provide proper training to all Telephone Operators and new recruits.
为所有电话服务下属和新员工提供适当的培训
Handle guest complaints and report daily occurrence and irregularities to the Guest Service Manager.
处理客人的投诉并向宾客服务经理汇报每日事务和异常情况
PERSONAL SPECIFICATION
个人能力描述
1. Pleasant personality, fluent in English with the knowledge on personal computer.
性格友好，流利英语，懂计算机使用技能
2. Minimum 2 years of Telephone Services experience.
至少2年电话服务经验
3. Strong sense of principle, professional management ability ,a good team spirit of collaboration, excellent interpersonal skills, honest and reliable, Decency.
原则性强，职业化规范度高，具有良好的团队协作精神，出色的人际交往能力，诚实可靠、品行端正
4. Have a strong sense of responsibility and learning ability, a good team spirit of collaboration
具有较强的工作责任心和学习能力、良好的团队合作意识