接线员 Operator

职位描述：
积极地寻找获取客人和员工的反馈意见的每一个机会。同意并实施以行动去提高对客服务的质量。向每一位客人介绍希尔顿荣誉客会以及其优惠政策。尽可能的招募更多的客人加入希尔顿荣誉客会。认知会员客人，确保希尔顿荣誉客会会员客人收到个性化、专业的服务以及相应的优惠政策。 以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向客服中心经理或宾客服务经理报告，并从中学习。必要时及时有效的处理客人的投诉，知会客服中心经理或宾客服务经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。确保所有的客人要求和问题都迅速和有效地响应和处理，同时在每日高峰期的时候给予他人帮助。在忙碌时期或者特殊时期可以对酒店的营运进行协助管理。积极主动的面对客人，协助他们接近合理的需求，培训所有员工提前预知客人要求。及时地接听、回答国内外客人的询问，正确地转接电话并向客人提供所需信息。有效的管理酒店内电话，传真，邮件等的交流，让客人觉得受到该酒店的欢迎。了解大连周边地区的最新信息，名胜，风景地等，为顾客提供方便。及时清楚的处理信息，保证客人的隐私。提供并确保所有成员为在店客人提供按时的叫醒服务。掌握希尔顿品牌标准的详细内容。按照品牌要求管理客服中心。熟悉电话系统，OnQ PM系统，FCS系统以及Micros系统的操作。积极的工作，友好的为客人提供服务。在客服中心的团队中扮演积极的角色。及时准确的为国内外宾客转接电话。准确及时的为客人传递信息，确保顾客隐私。有能力向团队解释标准的要求。根据标准，对员工的行为进行评估。监督各个标准的执行情况，定期的对各个标准进行回顾检查。执行和发展行动计划，在影响对客服务之前，完善和识别标准要求里面的不足之处。实施和跟进可被识别的可提高之处。管理所有设备，熟悉设备内部系统及功能。当客服中心经理不在时，担当管理者。描述、分配和分派工作任务，永远以部门的营运要求为依据。
岗位要求：
客人是工作的中心。会说基本英语口语。保持一个积极的态度，履行个人的职责和主动权去解决问题，永远和你的客人和员工进行清晰明了的沟通。目的明确地，坚定地，热情洋溢地执行所有工作任务，把握时机去学习新的工作技巧和知识，以改进和提高你个人的绩效。灵活性地，积极地进行反应，清晰明确地改变职位需求，这包括一些工作对你工作表现的要求。展示团结协作和支持同事达成团队目标。贡献自己的观点和意见，强化酒店操作运作的、环境周围的的程序。具有较强的组织协调能力。强烈的责任感及自我激励能力。有耐心，高度责任感并且积极的应对各种问题。
Position Summary:
Actively seeking verbal feedback from customers and team members at every opportunity.Agree on and implement actions to make improvements to customer service.Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the related Communication Manager / Guest Service Manager.Handle complaints promptly and efficiently, taking the necessary action and informing the Communication Manager / Guest Service Manager to follow-up where appropriate.Follow-up with guests to ensure satisfaction with problem resolution (service recovery).Maintain guest history records to assist with returning guests.Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.Be available to assist on duty in the hotels during any busy days or special events.Be proactive towards customers, assisting them with any reasonable requests, and training all team members to see these things before the customers ask.Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.Provide and ensure that all team members provide on time wake-up call services for hotel guests.Knowledgeable of Hilton’s departmental standards and run the communication centre as a MAGIC centre according to brand standards, explaining standards to the team, assess their performance against these standards and monitor standards through regular standards review checks.Familiar with operating the telephone, FCS, OnQ PM and Micros system.Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.Take on an active role in the Guest Service Centre.Transfer all internal and external guest calls to the appropriate parties correctly, with minimal delay.Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service, implementing and following through with improvements identified.Manage all equipment and be familiar with the system and functions, resuming the role as the person in charge of the section during the absence of the Communication Manager.Describe, assign and delegate duties and authorities for the operation of the department at all times.
Job requirements:
Understand basic spoken English. Maintain a high customer service focus by approaching your job with the customers always in mind.Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.Good organization and coordination skills.Strong sense of responsibility and self-motivation.Patient and responsible to solve all problems.