为您服务中心经理At Your Service Manager

JOB RESPONSIBILIES【岗位职责】
1.Handles any guest complaints or contentious issues that cannot be settled directly by a operator or the Supervisor, providing a rapid solution
处理总机员工或主管不能解决的客人投诉或遗留问题，并提供快速解决方案
2. Ensures that guest documentation and information is available and up-to-date
确保客人的资料和信息可用并更新
3.Supervises guest incoming calls and following-up
监督宾客的来电和跟进
4. Organizes and plays an active role in meeting guests satisfaction
组织并参与到使客人满意的活动中去
5. Organizes guest incoming message and wakeup call with the team
安排处理宾客的留言和叫醒服务
6. Prepares the hotel departmental calls report for financial by first day of next month
每个月第一天准备酒店各部门的上月电话报表
7.Ensures that internal procedures are duly applied
确保内部执行正确的流程
8.Checks room reservations and the VIP guest list
检查房间预订和VIP客人名单
9.Keeps track of the standard of services delivered, based on guest comments and quality audits
根据宾客意见和质检监督确保标准服务的输出
10.Is capable of moving people from their rooms and handling difficult situations
有让客人搬出房间并解决困难问题的能力
11.Takes part in preparing the rooms pricing policy and in increasing REVPAR
准备部分酒店的价格政策以便提高每间可销售房的收入
12.Motivates and drives the team to meet the department's quantities targets
激发并驱使团队达到部门的工作量目标
13.Checks the previous day's statistics (occupancy rates, average room rate, number of people etc)
检查头一天数据 （入住率，平均房价，人数等等）
14.Ensures maintains of system and machines
确保系统和机器的维护
15.Undertakes any necessary actions in order to recover debt
承担所必须的行为来恢复债务
16.Updates dashboard charts
更新每天报表
17. Prepares an action plan in conjunction with the Front Office Manager and passes it on to teams
准备行动计划来协助前厅部经理并传递给团队
18. Trains team members
培训团队
19.Ensures that the organization and size of the team match the level of hotel activity on a daily basis
确保组织和团队编制与每天酒店的活动标准一致
JOB SPECIFICATION【岗位要求】
1.Vocational diploma or degree in hospitality or F&B studies, at a hospitality studies management school or anyone with a significant experience in another customer service or call center position
持有酒店管理学校本专业院校酒店管理或餐饮本科或大专文凭，或其他带有宾客服务和总机职位经验的
2. Computer literate (Windows environment), PMS, Hotix, Tars and an aptitude for new technologies
电脑技能 （windows环境）PMS, Hotix, Tars和适应新科技能力的
3. Languages: Fluent in the national language, Business English and a third language would be a plus
语言： 熟练的母语，商务英语并有可能使用第三门语言