宾客服务中心经理

Main Duties /主要职责
1. To have complete knowledge of the operational systems at Telephone / Service Center e.g. PABX / Call Center System / Call Accounting Software.
全面掌握电话房/服务中心操作系统专业知识，如交换机/呼叫中心系统/计费系统。
2. To have complete knowledge of Libre Resort Lijiang standard operating policies and procedures for the Service Center.
全面掌握丽江丽朗度假村服务中心的标准操作政策和程序方面的知识。
3. Builds relationship with guests to delight and gain loyalty.
与客人建立友好关系， 使其喜出望外赢得客人忠实感。
4. Notes, collects and actions on any guests preferences.
确保宾客喜好表的记录， 收集和行动实施。
5. Ensures all calls from guests and external calls are handled professionally and with care adhering to hotel’s and Libre Resorts Lijiang policies and procedures.
根据酒店的政策和程序确保专业地处理所有客人的内外部电话，并且关心客人。
6. Checks interface Lost Posting dummy folio in PMS basis to ensure there are no postings that are not posted to a guest folio.
每小时检查Lost Posting帐单确保帐单没有任何遗漏的项目。
7. Ensures all call is transferred to the correct guest.
确保所有的电话都能够转接到正确的客人。
8. Accurately records all request for wake-up calls and ensures they are handled correctly
正确地记录所有叫早服务，确保做到准确无误。
9. Completely familiarized with the telephone console.
要对电话主控制器熟练掌握。
10. Receptive to guest complaint, analyze within the limitation set, make correct and quick decision to ensure total guest satisfaction whilst also protecting the hotel property and revenue.
接受客人投诉，并在权限范围内能够迅速的正确地做出决定以确保客人满意度，同时保证酒店的财产和收入。
11. Must be familiarized with the communication system,
必须熟悉通讯系统。
12. If required, performs follow-up calls to guests concerned to ensure service/facility defect has been rectified to satisfaction.
必要时， 实行跟踪电话服务确保服务和设施的不完善之处得以更正达到客人满意度。
13. Maintain logbook of all office equipment calculates and post the telephone charges in the event of interface down.
为所有办公室设备建立记录本，当系统瘫痪时计算并对电话费进行入帐。
14. Updates and read the daily information on the operation white board.
更新并读取信息栏上的每日信息。
15. Must also be familiarized with FO operation system.
必须要掌握前台操作系统。
16. Should be able to operate fax machine
能够使用传真机。
17. Performs any other duties that may be assigned by the Service Manager.
执行服务经理分配的其他工作。
18. Handles all telephone inquiries and request in a professional manner.
使用专业的电话礼仪处理各种电话要求。
19. Ensures all stationary stocks are keep at par.
确保所有的固定库存保持在标准状态。
20. Takes message and receiving Fax for all guest efficiently.
及时的为所有店内和店外客人提供留言及接收传真服务。
21. Contact Concierge to send the Message/Fax to the guest immediately whenever receiving in Service Center.
收到客人的留言/传真后需及时通知礼宾部派送。
22. Accurately posts the charges for operator assisted and collect calls.
总机手动开线必须正确入帐。
23. Checks the log printers at regular intervals to ensure that the interface system is in working order.
时常检查电话打印系统， 确保交换机系统正常工作。
24. Ensures that shift reports are printed and traces are followed up accordingly.
确保每个班次打印报表，完成追踪报告。
25. Answer all calls promptly.
在铃声三响之内迅速地接听电话。
26. Ensure the other party fully understands the conversation
确保对方完全理解你的说话内容。
27. provides general information on resorts facilities or departments upon inquiry
提供度假村设施及各部门的总咨询。
28. Familiar with all current events and function in the resorts and in the city
熟悉度假村内部和本市所有的时事及内容。
29. Listens to the caller carefully
仔细聆听致电客人的说话。
30. Makes the necessary connection
作必要的转接。
31. Ensures the guest is always addressed by name
确保随时称呼客人的姓氏。
32. If busy, apologize and puts the caller on hold
如果电话占线,必须向致电客人表示歉意,征得客人同意后，将电话保持在等候状态。
33. Take reservation for rooms, restaurant, limousine and other reservation for elsewhere, prefer within Libre Resorts Lijiang.
有预定业务时，优先提供丽江复华丽朗度假村的各项服务，包括接受客房，餐厅，客用车以及其他各项预定业务，优先考虑丽江复华丽朗度假村
34. Reconfirm, change, cancel or booking rooms details for guest per request.
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。
35. Provide information and other arrangement
提供信息和安排客人要求的其他活动。
36. Coordinate closely with Housekeeping on all guest request / complaint related to Engineering and feedback to guest of action and check satisfaction.
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。
37. Attends briefings, as required.
按规定参加会议。
38. Maintains good relationships with colleagues and contributes to team spirit.
维持良好的同事关系，促进团队精神。
39. Interacts with other departments to provide additional or specialized guest services.
与其他部门合作，提供额外的个性化的对客服务。
40. Oversees maintenance and handling of equipment used.
监督设备的维护和使用。
41. Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area.
确保及时向相关部门上报设备的故障和不足。
42. Attends schedule training.
参加培训。
43. Participate actively in company initiated employee activities.
积极参加公司举办的员工活动。
44. Adheres to the specific hygiene and persona lap grooming standards of the resorts and his area.
在度假村及其区域内保持好个人卫生和仪表的整洁。
45. Adheres to the set procedures for attendance and time keeping.
按照程序遵守出勤时间。
46. Adheres to the provision outlined in the Employee’s Handbook, Disciplinary Code and Rules and Regulations.
按照员工手册、规章制度来执行日常的工作。
47. Recycles when possible.
尽可能进行循环利用。
48. Conserve water and energy by adhering to environmental / energy conservation checklist appropriates for his area.
通过环境和能源条例为各自的部门节水、节能。
49. Ensure implement OHSAS18001.
坚持履行职业健康安全体系的标准
50. Ensures that procedures set with regards to guest confidentiality are strictly adhering to.
确保有关对客保密的程序严格地执行。
51. Ensures familiar with emergency procedures. In case of such situation, coordinates all actions with primary focus on life and second on property protection.
确保熟悉紧急程序，万一发 生紧急事件，一切以生命第一，财产第二的原则采取措施。
52. Monitors report and make recommendations on security and safety issues, both guest and employees as noted during shift.
在当班过程中检查，汇报并提出一切有关客人和员工安全保安方面的建议。
53. Ensures that the environmental initiatives are adhered to in the workplace
坚持环保优先的工作环境。
54. Observes departmental best practices.
观察部门最好最佳操作规程。
55. Finishing other work assigned by superior leader.
完成上级分配的其它工作。
56. Supervises and guides Service Center to ensure that resort policies and procedures are adhered to.
管理和引导服务中心员工确保政策和程序的执行。
Qualification: 任职要求
1. Presentable,Communications kills,Good Health,Articulate.
良好的外貌，沟通良好，身体健康，语音清晰
2. Has a rather good grasp of both written and spoken English
相当好的英文口语及书写领会能力
3. College graduate or Certificate in Hotel Management.
大学毕业文凭或酒店管理毕业证书
4. At least 2 years’ experience in the same Operations.
至少2年的同岗位工作经验
5. Ability to interact,Displays initiative,Pleasant
善于交际，主动性，性格开朗
6. Able to work flexible hours.
能适应灵活的工作时间