宾客服务中心主管 Telephone Service Centre Supervisor

BASIC FUNCTION基本职责
Responsible for all activities related to the hotel, familiar with hotel product knowledge, book rooms for guests and put the reservation information into the system, answer all external and internal calls of the hotel. Voice always brings joy to conversation. Management and training of GSC staff.
负责所有与酒店相关的活动，熟悉酒店产品知识，为客人预定房间并将预定做入系统，接听酒店所有外线和内线电话。声音总是能使人在交谈中感到愉悦。总机员工的管理和培训。
DUTIES AND RESPONSIBILITIES 职责和义务
1.Greet guests at all times in a friendly and helpful manner, and try to understand and address them by name.
随时以友好和乐于协助的态度迎接客人，并尽量了解和称呼客人的名字。
2.Be familiar with standard departmental work procedures.
熟知部门标准工作程序。
3.Answer all calls from guests according telephone etiquette and resolve the guest’s requirement.
按照标准电话礼仪接听所有来电并解决客人的需求。
4.Record the information and needs of all callers, and communicate them to relevant departments or individuals in a timely manner.
记录所有来电者的信息和需求，并及时传达给相关部门或个人。
5.Understand the activities that will be held in the hotel within three days, so as to answer the guests' inquiries
了解三天内酒店将举行的活动，以便客人询问时为客人解答。
6.Familiar with all the products that the hotel can provide to improve the hotel's operating income.
熟悉所有酒店可以提供的产品，为酒店提高营业收益。
7.Keeps abreast of changes in financial policies and work procedures.
随时留意财务政策和工作程序的变化。
8.Responsible for responding to guest requests for safe deposit box service at all times.
随时负责回应客人关于使用保险箱服务的要求。
9.Be familiar with all special promotions such as: seasonal package programs, frequent guest discount programs.
熟知所有特别促销活动，如：季节性套餐计划、常客优惠计划等。
10.Handles guest complaints, inquiries and requests, include morning call and telephone DND. and refers problems to manager if unable to provide assistance themselves.
处理客人的投诉、问询和请求，包括叫醒服务，房间免打扰等等。如果自己无法提供协助，则将问题转给经理。
11.Every effort is made to ensure that guests will leave the hotel with a good impression of the service they received.
尽一切努力确保客人在离店时会对酒店的服务有很好的印象。
12.Keep the work area neat and orderly at all times .
随时保持工作区域的整洁和有序。
13.Develop training plan and complete monthly training report.
制定培训计划和完成每月培训报告。
14.Obey the work arranged by the superior and complete it efficiently
服从上级安排的工作并高效完成
JOB SPECIFICATION工作要求
1.Proficient in various aspects of protocol work
精通总机各项工作内容
2.Good communication and computer operate skills
良好的沟通和计算机操作能力
3.Responsible, strictly confidential, meticulous, and practical
有责任心、严守机密，仔细认真，讲求实效
4.Having management skills
具有管理能力
5.Priority given to candidates with relevant and equivalent job experience
同等岗位工作经验者优先