宾客服务中心与预订部主管Guest Service Centre & Reservation Supervisor

•Assist the Guest Services Centre and Reservation Manager plan and implement training schedules to improve on colleague performance at work.
协助宾客服务中心和预订部经理计划并完成培训教程，通过培训提高员工的工作表现。
•Monitor and feedback on colleague performance, assisting in guiding and assisting operators in their daily duties.
监督员工的工作表现，并提供指导和帮助。
•Be well versed in the Guest Services Centre and Reservation Agent’s duties and perform daily shift duties with team.
精通服务中心和预订部接待员的工作职责，与团队完成每日的日常工作。
•Be responsible for ensuring all equipment are checked regularly and proper checking records maintained at all times.
每日检查确保所有设备正常运作并做好记录。
•Assist in scheduling the monthly duty roster ensuring staffing is arranged according to the operational needs of the section.
根据运作情况协助经理安排每月班表，保证人手充足。
•Assist in counselling and discipline of agents when appropriate.
在适当的时候协助教导员工。
•Master and execute the Niccolo Suzhou hotel standard greetings with warmth and friendliness for all internal and external telephone connections.
按照苏州尼依格罗酒店电话礼仪标准，热情友好地接听所有内外部电话。
•Be prompt to pickup all telephone calls within 3 rings with readiness to assist in taking messages, transferring calls or answering to hotel enquiries.
三声铃响之内接听电话，帮助客人留言，转接电话以及回答客人关于酒店问询。
•Report any equipment or system defects or conflicting guest situations to the manager for immediate rectification.
有任何关于设备或者系统方面的问题以及客人的冲突要及时报告给经理，以便及时解决。
•Ensure all ‘Wake-up’ calls are correctly recorded and executed as per guest requests.
保证所有的叫醒要求能够准确记录并提供准时叫醒服务。
•Check and guide agents to ensure good telephone etiquette is always observed; Always speak clearly and unhurriedly and listens carefully when speaking over the telephone to ensure no miscommunication throughout each conversation. Repeat all messages to callers to always confirm accuracy of the message.
督导员工随时保持良好的电话礼仪，讲话清晰，语速适中，在通话中认真倾听，避免误解。所有留言都需重复，确保准确。
•Ensure that telephone charging system is checked regularly for successful transfer of telephone charges for all telephone calls made, reporting any abnormality to Guest Service Centre & Reservation manager.
定期检查电话计费系统，保证计费系统正常运作，如有任何异常情况，及时报告至宾客服务中心与预订部经理。
•Ensure all respective sections are informed at once in case of emergency, such as fire alarm, bomb threaten.
在发生紧急情况例如火灾、炸弹恐吓的时候，负责立即通知到酒店相关人员。
•Responsible for In-Room Dinning orders and handle guest request efficiently.
负责“客房送餐”高效地为客人提供服务
•Works closely through cooperation with In-Room Dining to ensure service delivery to all guests are consistent and prompt.
与客房送餐部保持紧密的合作以确保对客迅速服务。
•Coordinate with the Front Office and Housekeeping departments to follow up on the confirmation and mailing of lost and found items for guests.
与前厅部，客房部配合跟进客人物品遗留的确认和邮寄工作。
•Maintain close communication and coordination with the Front Office and Food & Beverage departments to actively address guest needs and assist in following up on guest-related matters.
与前厅部，餐饮部保持紧密沟通和配合，积极应对客人的诉求，协助跟进处理客人事宜。
•Ensure the Guest Service Centre and Reservation team will comply with ERT SOP especially in fire drill.
确保宾客服务中心与预订团队按照应急小组紧急事件操作程序执行尤其是火警演习。
•To have knowledge of Niccolo Hotel’s Programmes e.g. GHA DISCOVERY, FFP.
了解尼依格罗酒店的项目，如GHA DISCOVERY、FFP。
•Understand the standard operating policies and procedures of Niccolo Hotels. Conduct daily supervision and inspections of the service standards provided by Guest Service Centre and Reservation department receptionists to customers, ensuring that operation services comply with hotel standards and improve guest satisfaction.
了解尼依格罗酒店的标准运营政策和程序，日常监督和检查宾客服务中心与预订部接待员对客服务标准，确保运营服务品质符合酒店标准，提升客人满意度。
•Handle-al-reservation-requests-efficiently-and-professionally.
有效和专业的处理所有预订请求。
•Upsell Niccolo Suzhou Hotel's products and services.
推销苏州尼依格罗的产品和服务。
•Enter reservations requests, amendments and cancellations properly, promptly and into Cambridge PMS.
在系统里正确，迅速地输入预订请求,修改和取消预定。
•Handle all specific requests on room allocation properly.
妥善处理所有房间分配的具体请求。
•Ensure accurate statistics codes, are properly entered into Cambridge PMS.
确保准确的统计价格代码,并正确录入系统中。
•Ensure individual profiles, company profiles, travel agents profiles and source profiles are
properly linked in Cambridge PMS.
确保个人资料、公司资料、旅行社资料和来源资料正确连接在系统里。
•Alert Revenue Manager in changes of room inventory availability
提醒收益经理房间库存可买性的变化。
•Solve complaints from clients in regard to reservations and take immediate remedy action.
解决客户关于预订的投诉并立即采取补救行动
•Apply hotel quality assurance principles.
遵循酒店质量保障原则。
•Follow hotel’s safety rules and regulations.
遵守酒店的安全管理规定。
•Maintain personal presentation to hotel and WHM & hotel standards.
根据九龙仓酒店集团和酒店标准保持个人形象。
•Abide by the WHM Code of Conduct and Insider Dealing Policy.
遵守九龙仓酒店集团商业行为规范与内幕交易政策。
•Abide by the WHM & hotel Colleague Handbook.
遵守九龙仓酒店集团与酒店的员工手册。
•Abide by both the WHM & hotel policies and procedures.
遵守九龙仓酒店集团和酒店政策及执行程序。
•Carry out other tasks assigned by your superiors.
完成上级交待的其他工作。