Guest Service Center Supervisor 宾客服务中心主管

1.        To directly supervise and co-ordinate the effective training and personalised supervision of the Front Office staffs
直接参与制定及执行有效的培训计划
2.        To appraise the appearance and efficiency of all SMART Centre staff and report finding to the SMART Centre Manager
给员工予与评估并回报给服务中心经理
3.        To ensure that effective recruitment and disciplinary actions of SMART Centre staff are carried out in accordance with the hotels’ guidelines.
确保有效的人员招募，参照员工手册对服务中心人员进行纪律约束
4.        To ensure that Employees are familiar with in-house facilities and special promotions for the purpose of assisting guests and upselling.
确保员工熟悉酒店设施和特别促销和增销.
5.        To attend F/O meeting and training as required.
参加必要的培训和会议.
6.        Has full awareness, manages and supervises all tasks of his/her staff.
管理及监督员工的日常工作。
7.        Directs, supervises and coordinates the activities in the Service Center.
指导监督及协调部门内部的事宜。
8.        Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services.
不断完善及执行接转客人的电话，传真，提供设备的租赁和其他通过电话联络进行的服务。
9.        Develops and implements procedures to ensure smooth internal telecommunication as per standards.
确保内部电话联系的畅通，不断完善及执行工作程序并符合酒店标准。
10.    Investigates complaints regarding the Telecommunication services and the Operators and technicians, takes appropriate actions.
调查关于电话服务、接线员、技术人员的客人投诉，并采取相关改进措施。
11.    Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions.
不断完善工作计划以达到目标，视实际完成情况采取相应的改进措施。
12.    Establishes and maintains effective employee relations.
建立及保持员工之间良好高效的合作关系。
13.    Organizes and conducts regular meeting for all Service Center staff to facilitate communication and a smooth operation.
组织和召开部门会议，以促进内部的沟通及良好运营。
14.    Manages and monitors the operation of all equipment, software, and hardware and ensure all units are working and installed properly.
管理监督部门内部的仪器设备、软件、硬件的运行状况，确保所有设备正确安装且运转正常。
15.    Ensures all telecommunication equipment’s are covered by the correct maintenance contract and the preventive maintenance is performed.
确保所有通讯设备均有维保合同，并应进行预防性的维修保养。
16.    Maintains up to date list of all telecommunication equipment.
确保随时更新的电讯设备的明细单。
17.    Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report.
监督交换机操作台，语音留言系统，电话计费系统的工作状况并保留完整的相应记录。
18.    Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel IT Manager.
调查并向供应商报告系统出现的问题，及与酒店电脑房协调问题的解决。
19.    Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to hotel standards.
在计费系统中保持通话的记录，并按照酒店标准保持房间状态的记录。
20.    Maintains user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses.
保存完好的用户手册、交换机系统报、电话明细表、租赁设备协议、维保协议及相关许可证。
21.    Prepares and controls departmental budget.
计划并监控部门预算。    
22.    Performs related duties and special projects as assigned.
能够完成所有相关及指派工作。
23.    Conducts shift briefings to ensure hotel activities and operational requirements are known.
负责召开交接班会议，确保每一位员工熟知酒店的活动及运营要求。
24.    Prepares efficient work schedule for departmental staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration.
为员工准备高效的工作计划。根据酒店出租率以及有无大型团队入住的情况，安排员工节假日的休息。
25.    Ensures full awareness of Cordis standards.
熟知康得思酒店的标准。
26.    Has full knowledge of fire, safety & security procedure.
熟知防火及安全的所有步骤及标准。
27.    Observes, obtains and notes down any useful guest preferences or comments received and passes them to supervisor to be kept by the hotel for future reference.
观察，收集并记录客人的喜好或建议，并交给上级为饭店保存，以便日后参考。
28.    Update hotel contact list promptly
随时更新酒店联络信息