宾客服务中心文员 Guest Service Center Agent

职位描述 Job description
1.掌握电话服务中心所有运营系统，包含：电话/服务中心操作系统。如交换机/呼叫中心系统/计费系统，Star Guest以及点餐系统。
Knowledgeable of the operational systems. e.g. PABX/ Telephone system, Star Guest System and Micros system for taking order for in room dinning.
2.掌握标准操作政策和程序方面的知识。
Knowledgeable of standard operating policies and procedures.
3.掌握项目以及活动知识。例如SPG，顾客满意度调查以及客史记录等。
Knowledgeable of program e.g. SPG, GEI, Guest History.
4.有预定业务时，优先提供尼依格罗的各项服务，包括接受客房，餐厅，客用车以及其他各项预定业务。
Take reservation for rooms, restaurant, limousine and other reservation Reconfirm, change, cancel or booking rooms details for guest per request.
5.根据客人的要求再次确认、改变、取消或预订房间的细节信息。提供信息和安排客人要求的其他活动。
Provide information and other arrangement.
6.与客房部紧密合作解决客人有关于工程方面的要求和投诉，反馈给客人并检查满意度。
Coordinate closely with Housekeeping on all guest request / complaint related to Engineering and feedback to guest of action and check satisfaction.
7.接收客房点餐并确保餐点在集团标准之前送至客房。
Take order for in room dinning. And make sure order has been delivered according to brand standard.
8.需致电客人确保客人对餐点满意度，并将客人反馈及时与餐饮及厨房沟通。
Follow up call needed for IRD Order to make sure guest satisfaction. Feedback need to communicate with F&B and Kitchen.
任职要求 Qualifications
1.具有饭店专业或相关专业大学学历者优先考虑
University degree in hospitality or related subjects preferred.
2.1年的相关工作经验
1-year experience in Service Centre Operations.