宾客服务中心领班(主管级) Team Leader - GSC

职级： 4级主管级别
Job Level: Level 4
汇报给: 前厅经理
Report to: FO Manager
1.统筹宾客服务中心日常运营，规范接听来电、处理客询与留言，跟进客诉并及时上报经理，保障服务符合凯悦标准。
Manage daily operation of GSC, handle calls, guest enquiries and messages properly, escalate unresolved complaints to manager to maintain Hyatt service standards.
2.督导班组员工，开展在岗培训、分配工作，完成员工绩效评估，提升团队综合服务与销售转化能力。
Supervise team members, arrange daily work and on-the-job training, conduct performance review to improve service and upsell performance.
3.跟进客房、餐饮、健身中心预订及跨部门协调工作。
Coordinate reservations for rooms, F&B and fitness centre, liaise with all departments.
4.完成月度 HYSAT 满意度指标，做好值班日志、客损事故等各类行政台账记录。
Achieve monthly HYSAT and upsell revenue targets; keep daily log and submit all guest incident reports on time.
5.维护区域环境卫生与信息保密，落实酒店安全、消防、仪容仪表制度，完成上级安排的其他工作。
Maintain cleanliness and confidential information of workplace, comply with hotel safety, fire and grooming policies, perform other duties assigned by supervisor.
任职条件 Criteria
1.2 年及以上国际联号酒店宾客服务中心 / 总机相关工作经验，拥有班组管理经验优先。
Minimum 2 years working experience in GSC /hotel operator in luxury hotel, team supervision experience is preferred.
2.流利中英文沟通，熟悉酒店预订、客诉处理、升级销售流程。
Fluent in Chinese and English, familiar with reservation, complaint handling and upsell procedures.
3.具备人员带教、现场督导能力，擅长跨部门沟通协调，团队管理意识强。
Capable of staff training and on-site supervision, excellent cross-department communication and team management skills.
4.熟悉Opera系统操作，了解酒店消防安全与运营规章制度。
Familiar with Opera System, knowledgeable about hotel safety and operational regulations.
5.抗压能力强，服务意识佳，细心严谨，严守宾客信息保密制度，可适应轮班。
Able to work under pressure with strong service awareness, careful and discreet, strictly protect guest privacy, available for shift work.