总机领班Operator Team Leader

•Provide and ensure that all members provide on-site wake-up service for in-store guests.
提供并确保所有成员为在店客人提供按时的叫醒服务。
•Stay on top of the details of the department's Hilton brand standards. Manage the call center according to the brand requirements.
掌握部门希尔顿品牌标准的详细内容。按照品牌要求 管理客服中心。
•Familiar with the operation of telephone system, OnQ PM system, FCS system and Micros system.
熟悉电话系统，OnQ PM系统，FCS系统以及Micros系统的操作。
•Active working and friendly to provide services to guests.
积极的工作，友好的为客人提供服务。
•Take an active role in the team in the call center.
在客服中心的团队中扮演积极的角色。
•Timely and accurate forwarding of calls for domestic and foreign guests.
及时准确的为国内外宾客转接电话。
•Accurately and timely deliver information to guests to ensure customer privacy.
准确及时的为客人传递信息，确保顾客隐私。
•Ability to explain the requirements of the standard to the team.
有能力向团队解释标准的要求。
•Evaluate the behavior of employees according to the criteria.
根据标准，对员工的行为进行评估。
•Supervise the implementation of each standard, and regularly review and inspect each standard.
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。
•Implement and develop action plans to refine and identify deficiencies in standard requirements before influencing customer service.
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。