总机经理 Guest Service Center Manager

[岗位职责]
1.及时接听并回答客人的询问，正确地转接电话并向客人提供所需信息。
2.熟悉话务台系统，电话计费系统，叫醒系统以及点餐系统的操作。
3.了解并分享酒店的活动信息，包括但不限于酒店的会议活动和餐厅的促销活动等。
4.正确处理客人投诉和反馈意见，必要时反馈给宾客服务经理进行跟进，确保客人满意。
5.确保所有团队成员都知道所有的目标任务，积极完成并保持对业绩结果的了解。
6.能有计划且高质高效完成部门新员工培训，月度培训等，并积极配合酒店组织的各项培训。
7.定期组织部门会议。
8.根据业务和酒店的需要，随时增加的其他职责和任务。
[Job Responsibilities]
Answer guest inquiries in a timely manner, transfer calls correctly, and provide guests with the information they request.Be familiar with the operation of the switchboard system, call billing system, wake-up call system, and in-room dining ordering system.Stay informed about and share hotel event information, including but not limited to meeting/event activities and restaurant promotions.Handle guest complaints and feedback appropriately; escalate to the Guest Service Manager for follow-up when necessary to ensure guest satisfaction.Ensure all team members are aware of all target tasks, actively work to complete them, and stay informed of performance results.Plan and efficiently complete departmental new employee training, monthly training, etc., while actively cooperating with various training programs organized by the hotel.Organize departmental meetings on a regular basis.Perform any other duties and tasks as assigned based on business and hotel needs.
[岗位要求]
1.两年以上国际五星级酒店同等岗位工作经验。
2.大专及以上学历，英语口语流利。
3.具有较强的组织协调能力。
4.强烈的责任感及自我激励能力。
5.有耐心，积极向上，能从容应对各种突发情况。
6.年龄40周岁及以下，条件优秀者可适当放宽。
[Job Requirements]
Minimum 2 years of experience in a similar position within an international five-star hotel.College degree or above, with fluent spoken English.Strong organizational and coordination skills.High sense of responsibility and self-motivation.Patient, positive, and able to handle various unexpected situations calmly.Age 40 years or below; candidates with exceptional qualifications may be considered for age relaxation.