宾客服务中心宾客服务员 GSO - Guest Service Center

职级： 3级
Job Level: Level 3
汇报给: 宾客服务中心领班
Report to: Team Leader - GSC
1.礼貌高效接听所有来电，规范操作总机、呼叫系统，及时处理邮件、传真与客人留言。
Answer all calls politely and efficiently, operate switchboard & paging system, handle mails and faxes timely.
2.熟悉酒店产品、本地资讯及各类预订业务，主动推介客房、餐饮及凯悦天地会员项目。
Master hotel facilities and local information, upsell rooms, F&B and promote World of Hyatt program proactively.
3.准确传递预订、客需至对应部门，无法当场解决的客诉及时上报领班。
Transmit reservations and guest requests accurately, escalate unresolved complaints to team leader promptly.
4.严守宾客信息保密制度，保持岗位整洁，实时更新酒店活动、促销相关产品知识。
Protect guest confidential information, keep workstation tidy, keep updated with hotel promotions and services.
5.遵守酒店消防、安全及员工规章制度，保持标准仪容仪表，完成上级安排的其他工作。
Comply with hotel fire, safety and associate regulations, maintain proper grooming, perform other assigned duties.
任职条件 Criteria
1.1 年及以上酒店总机 / 宾客服务相关岗位工作经验，优秀应届生可放宽。
At least 1 year experience in hotel operator or guest service, outstanding fresh graduates are acceptable.
2.具备基础中英文沟通能力，熟悉酒店预订流程与本地游玩、餐饮相关资讯。
Basic Chinese and English communication skills, familiar with reservation procedures and local information.
3.熟悉Opera系统操作，拥有主动销售意识，乐于推荐客房及会员权益。
Skilled in Opera System, possess sales awareness to promote rooms and membership benefits.
4.服务意识良好，耐心细致，具备较强的倾听与沟通能力，懂得保护宾客隐私。
Strong service mindset, patient and careful, good at communication and keep guest information confidential.
5.服从领班工作安排，遵守酒店仪容仪表及安全管理制度，可接受轮班。
Follow team leader’s arrangement, abide by hotel grooming and safety rules, able to work shifts.