Guest Service Center Supervisor/Shift Leader-宾客服务中心主管/领班

Duties and Responsibilities工作职责
· Directs, supervises and coordinates the activities in Telecommunication department
· 指导、监督和协调电信部的活动
· Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services
· 开发和应用相关程序，适当处理进出酒店的电话、传真以及设备和电话线租用及其它电信服务
· Investigates complaints regarding the Telecommunication services and the Operators and technicians, takes appropriate actions.
· 调查关于电信服务部及话务员和技术人员的投诉并采取相应措施
· Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions
· 制订工作计划以实现目标，定期将实际成绩与所定目标进行对比，并采取必要的纠正措施
· Establishes and maintains effective employee relations
· 与员工建立并保持良好的工作关系
· Organizes and conducts regular meeting for all Telecommunication staff to facilitate communication and a smooth operation
· 组织和召开由所有电信部工作人员参加的会议，以加强交流和保证业务的顺利进行
· Manages and monitors the operation of all equipment’s, software, hardware and endure all units are working and installed properly
· 对所有设备、软件、硬件进行管理和监测，并确保其安装和运转良好
· Ensures all telecommunication equipment’s are covered by the correct maintenance contract and the preventive maintenance is performed
· 确保所有电信设备的维护均得到有效外包，并对其实施预防性维护
· Maintains up to date list of all telecommunication equipment
· 更新列有所有电信设备的清单
· Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
· 监测程控交换机，语音邮件，通信呼叫统计软件的运转情况，并將设备运转报告的登記在日志上
· Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager
· 就软件出现的问题进行调查，并向供应商提交报告，与酒店系统部经理协调界面问题的解决
· Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards
· 保持适当记录，以处理酒店计费系统中的电话，并按照品牌最低标准保持客房情况记录
· Maintains user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses
· 保管用户文件、程控交换机系统报告、电话清单、租赁线路的编号方案租赁合同、维护工作外包合同和当地执照
· Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel.
· 进行程控交换机数据库编程以及常规服务变更，以控制所有酒店内所有电话机的服务等级
· Prepares and controls departmental budgeted
· 准备并控制部门预算
· To attend Telecommunication seminar, product knowledge, presentation, organized by the external bodies
· 参加由外单位组织的电信研讨会、产品知识讲座和演示。
· Performs related duties and special projects as assigned
· 完成被分派的相关工作任务和特殊项目
· Conducts shift briefings to ensure hotel activities and operational requirements are known
· 进行交接班说明工作，确定了解酒店活动和运营要求
· Prepares efficient work schedule for Telephone staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration
· 在考虑酒店入住情况和预测以及大规模的团组活动的前提下，为电话服务部员工准备高效的工作计划，安排节日和假日
· Works with Superior and Human Resources on manpower planning and management needs
· 与上级领导和人力资源部一起进行人力规划和管理需求。
· Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
· 与上级领导和财务总监一起编制和管理部门预算。
aCCOUNTABILITY责任范围
Number of employees supervised –
管理的员工
Direct Telephone Operator
直接 电话接线员
Indirect N/A
间接 无
Annual Operating Profit/Payroll Budget –
年度经营利润和薪金预算
· N/A
· 无
Key Metrics –
主要绩效指标
· Completion of assigned tasks
· 完成分配给的工作的情况
Decision Making Responsibilities (Decision Rights) –
决策职责(决策权)﹣
· Matters pertaining to telecommunication section
· 与通讯部门相关的事宜
· Within the authority as assigned for Hotel Band 7 role
· 酒店职位7级所拥有职权范围
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求
· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
· 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
· Proficient in the use of Microsoft Office and Front Office System
· 熟练使用微软办公软件和前台系统
· Problem solving and organizational abilities
· 具有解决问题和组织能力
Qualifications –
学历
· Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
· 具有酒店行政管理，酒店管理或相关的大专学历或专业证书。
Experience –
经验
· 1 years experience in front office / guest services / call centre or related discipline including supervisory experience, or an equivalent combination of education and experience.
· 拥有1年前厅或宾客服务或电话总机工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。