总机主管

MAJOR RESPONSIBILITIES 责任概要
1. Assist Front Office Manager in daily operation, providing personalized service guests according to Renaissance brand standard.
协助前厅部经理稳定乐意服务中心的日常运作，向宾客提供万丽品牌的个性化服务。
2. Ensure Delight to Serve associates are adhering to hotel policies, procedures and standards while striving towards overall guest satisfaction.
确保乐意服务中心员工在为宾客提供服务的过程中遵循酒店政策、流程和标准。
3. Follow up GXP Case & Chat according to guest request and responsible for MTD & YTD performance.
管理GXP case和chat完成率，及时响应宾客需求，完成年度和月度目标。
4. Ensure daily downtime report timely and accurate updated.
确保每日宕机报表及时、准确的存档。
5. Follow all company policies and procedures.
遵守所有公司政策和流程。
SPECIFIC DUTIES 工作任务
1. Identify VIPs, Marriott Bonvoy Members, regular, long stay guest, offer personalized service.
识别贵宾、万豪旅享家会员，常规宾客和长住宾客，提供个性化服务。
2. Maintain high level product and service knowledge in order to explain to guest.
保持对产品与服务熟悉，以便向宾客解释和销售服务与设施
3. Responsible for “One-Stop-Shop” proactive service concept and prompt response to guest request
坚持一站式服务理念，对宾客的要求作出迅速地反应。
4. Be completely familiar with telephone system and related functions, i.e. voice mail, fax mail, paging system etc.
完全熟悉酒店电话系统和相关功能，例如:语音信箱,传真,传呼系统。
5. Knowledgeable about Opera, PBX, GXP and computer systems.
熟知Opera , PBX, GXP和计算机系统。
6. Accurately collect and accumulate information on guest needs, request and preferences in order to improve anticipation, proactive in all guest service and problems.
为了更好地先宾客所想准确收集和积累宾客喜好，主动地为客人提供服务和解决问题。
7. Responsible for In-Room Dinning orders and handle guest request efficiently.
负责客房点餐高效地为宾客提供服务。
8. Be completely familiar with Fire Emergency Procedures and DTS role in emergencies and ensure all employees knowledge procedures.
完全熟悉火警程序和紧急事件中宾客服务中心的作用，确保乐意服务中心员工熟悉程序。
9. Ensure operating equipment is kept in good working order, working area is clean and tidy at all times
确保操作设备保持良好的工作状态，工作区域的干净和整洁。
10. Ensure guest complaints are properly logged, ask assistance from DTS Manager or GSM if needed.
记录与解决宾客投诉，必要时征求乐意服务经理或宾客服务经理的帮助。
11. Follow up Front Desk monthly training plan, monthly meeting, case study and continuously improve service quality.
组织部门的月度培训计划，月度会议，案例学习，不断提升服务质量。
12. Carry out tasks as directed by your supervisors.
完成你上级领导交待的其它任务。