总机兼预订部接线员 / CORE GRO

The Four Seasons Hotel Hangzhou at West Lake is looking for CORE (Communications and Reservations) GRO, who shares a passion for excellence and who infuses enthusiasm into everything they do.
We hire motivated people who we train to perform superbly, while we create an environment where they can flourish. Ultimately, our culture breeds success, and rewards it in many different ways. We encourage and expect all of our employees to behave consistently in a manner which demonstrates:
· Commitment to supportive teamwork and open communication
· Responsibility for ongoing enhancement of their skills and performance
· Recognition of personal accountability for their own actions and the outcomes of those actions
· An understanding of the effect of their behavior on our guests, their fellow employees and the reputation of the Company
Join our team
We demonstrate our beliefs most meaningfully in the way we treat each other and by the example we set for one another. In all our interactions with our colleagues, we seek to deal with others as we would have them deal with us."
Four Seasons Hotel Hangzhou at West Lake provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine’s 100 Best Companies to work for since 1998.
SUMMARY 岗位概述
Our Core GRO are responsible for selling the hotel and providing information to prospective guests, capturing sales from the incoming calls and coordinating details of reservations for all Hotel Rooms, Spa, Restaurant/Bar, Room Service. As well, the individual is responsible for ensuring our guests are well looked after from the start. As the first and last impression of the Hotel, this high profile department carries a special responsibility. As the voice of the hotel, the Core GRO ensures that all communication channels operate flawlessly, including the hotel’s phone and operating systems.
总机兼预订部接线员职责是销售酒店并且提供信息给预期的客人， 通过整合来电中所有酒店客房，水疗，餐厅/酒吧，客房服务的细节中捕捉和发现销售契机。 同时， 每位员工要确保我们的客人从始至终得到很好的照顾。作为对酒店的第一和整体印象，预订通讯部有着特殊的职责。 作为酒店的声音，总机兼预订部接线员应确保包括酒店电话以及操作系统在内的所有通讯渠道运行畅通。
ESSENTIAL FUNCTIONS核心职责
· The Core GRO is responsible for providing general information about the hotel and assisting callers as well as responding to emergencies by connecting the appropriate individuals by phone.
总机兼预订部接线员负责提供酒店的综合信息和遇到紧急情况时，通过电话联系相关人员为来电者提供帮助。
· The Core GRO oversees the entire sequence of service ensuring guest accommodations calls and housekeeping requests are correctly processed and carried out within the stated delivery time according to Four Seasons Standards.
总机兼预订部监督整个服务流程，确保住店客人来电和客房要求可以在规定时间内按照四季标准正确处理。
· We are looking for an individual who poses an affinity for guest service! You will be an experienced customer service professional with excellent phone skills, ability to multitask, problem solve, and have a passion for hospitality service.
我们正在寻找对客服务有亲切感的人！你将会是那个具备优秀电话技巧以及专业对客服务经验，同时能处理多项任务，解决问题，极具酒店服务热忱的人。
· You will be a willing team player, comfortable with computer systems as well as communicating over the telephone.
你将是一位了解计算机系统以及电话沟通技巧的积极的团队成员。
· We are looking for candidates who have excellent personal presentation and interpersonal skills. The ideal candidate will also have a pleasant voice and a positive attitude.
我们正在寻找具备优秀个人表现和人际交往能力的候选者。理想的候选人也将具备悦耳的声音和积极的态度。
· This position involves a heavy volume of guest contact and fluency in reading, writing, and spoken English is required. The ability to assume responsibility of the department in absence of a manager is essential.
这个职位涉及到大量的对客联系，要求阅读，写作以及英语口语流利。在经理不在的情况下，有能力承担部门必不可少的责任。
· This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends and holidays.
这个职位要求申请人具备弹性工作制和适应所有包括周末和假期轮班的工作能力。
· Responsible for incoming calls to the mainlines and transfer the calls to the respective departments.
负责接听总机电话并转接电话到相应的部门。
· Responsible for HSKP, Laundry and Emergency calls from the guest room and satisfy guest’s inquiries with related departments by communication via Hotsos.
负责接听来自客房的关于管家部，洗衣服务和紧急电话的要求，通过Hotsos与相关部门沟通并满足客人需求。
· Be able to use the Hotsos and communication should be done correctly.
可以正确使用Hotsos（与相关部门）进行沟通。
· Responsible for Wake-up call request for in house guests.
负责住店客人的叫醒服务。
· Handle the incoming messages and fax for in house guest & internal guests.
处理住店客人和内部客人的往来信息和传真。
· Ensure to answer the calls for 24/7 and provide Four Seasons experience to the guest.
确保随时随刻（一天24小时，一周7天）可以接听电话并提供四季酒店服务体验给客人。
· Handle the voice message system.
处理语音留言系统。
· Handle the hotel’s telephone directory.
熟知酒店电话通讯簿
· Capture sales from in-coming reservations calls and coordinate details of each reservation.
通过接听预订来电及整合预订细节来抓住销售机会。
· Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head
打印每日部门，运营部门，市场销售，总经理，部门经理所需报告。
· Answer General Reservations e-mail, retrieve and distribute mail.
回复一般预订电邮，检索和分发邮件。
· Handle guest complaints in accordance with Four Seasons policy.
根据四季酒店政策处理客人投诉。
· Process WRO, Trust, Internal Reservations, and FIT reservations
运行全球，可信任，内部预订，以及散客预订。
· Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
电话确认为非担保预订做担保，清除等候名单上的预订。
· Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention, VIP guests and assist GRS in obtaining arrival times for VIPs or Special Attention guests.
打印所需的报告，以便于检查客人的特殊要求并且根据要求尽量锁住有特殊需求的房间。通知经理任何需要特殊关注的及VIP客人，并协助GRS获取VIP客人及需要特别关注客人的抵店时间。
· Monitor Front Desk reservations made night prior, address any reoccurring issues.
提前监控前台的晚间预订，解决任何出现的问题。
· Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival.
联系客人或者旅行负责人， 在客人抵达前确认其喜好或者需求差异。
· Process Employee Comp requests, handle Friends & Family requests with guidance from Department Head or Manager.
预订员工免费房，在部门经理或总监的指导下处理员工亲友价格的预订需求。
· Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
遵守四季酒店市场销售标准，和谐友好并且专业地与同事和计划委员会合作。
· Respond according to the crisis management plan to any resort emergency or safety situation.
根据危机管理计划应对任何紧急情况或安全状况。
· Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact.
遵守四季酒店员工手册内的第一、二类工作守则及行为标准。
OTHER其他
To perform other tasks or responsibilities assigned by superiors.
完成上级分配的其他任务和职责。
KNOWLEDGE AND SKILLS任职要求
· Exceptional communication skills and command of English language
良好的英语沟通能力
· Additional language a definite asset for career growth
额外的语种可作为事业发展的有利条件。
· Completion of Post-Secondary Education in Hospitality or related field.
具备酒店管理或者相关领域的高等教育学历。
· Previous Experience in Reservations and/or Front Office on High Volume Call Center
有预订或者前厅的高频率处理来电的工作经验。
· Strong Customer Service, Multi-tasking, and Communication Skills.
较强的客户服务，多任务处理以及沟通技能。
· Knowledge of Opera Property Management System
具备酒店Opera管理系统的知识。
Join us and enjoy…
· An opportunity to build a life-long career with global potential and a real sense of pride in work well done
· Best-in-industry training
· Complimentary stays at Four Seasons properties (based on availability) with discounted meals
· Incentive bonus/ competitive salaries
· Employee service awards
· Annual employee party/ social and sporting events
Learn more about what it is like to work at Four Seasons – Visit us:
http://jobs.fourseasons.com/
https://www.linkedin.com/company/four-seasons-hotels-and-resorts
http://job.veryeast.cn/784080 
Wechat: 杭州四季HR