【职位描述】
• 积极地寻找获取客人和员工的反馈意见的每一个机会。
• 同意并实施以行动去提高对客服务的质量。
• 向每一位客人介绍希尔顿荣誉客会以及其优惠政策。尽可能的招募更多的客人加入希尔顿荣誉客会。认知会员客人,确保希尔顿荣誉客会会员客人收到个性化、专业的服务以及相应的优惠政策。
• 必要时及时有效的处理客人的投诉,知会宾客服务经理或宾客关系经理继续跟进并回访客人,确保客人对解决方法满意(服务补救)。
• 以明确地的态度、正确地对待和处理客人投诉和反馈意见,跟进并向客服中心主管报告,并从中学习。
• 确保所有的客人要求和问题都迅速和有效地响应和处理,同时在每日高峰期的时候给予他人帮助。
• 及时地接听、回答国内外客人的询问,正确地转接电话并向客人提供所需信息。
• 有效的管理酒店内电话,传真,邮件等的交流,让客人觉得受到该酒店的欢迎。
• 了解城市周边地区的最新信息,名胜,风景地等,为顾客提供方便。
• 及时清楚的处理信息,保证客人的隐私。
• 积极主动的面对客人,协助他们接近合理的需求。
• 掌握希尔顿品牌标准的详细内容。遵循希尔顿品牌标准。
• 熟悉电话系统,OnQ、PM系统以及Micros系统的操作。
• 积极的工作,友好的为客人提供服务。
• Actively seeking verbal feedback from customers and team members at every opportunity.
• Agree on and implement actions to make improvements to customer service.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate.
• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Communication Supervisor.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.
• Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.
• Be up-to-date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
• Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.
• Be proactive towards customers, assisting them with any reasonable requests.
• Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards.
• Familiar with operating the telephone, FCS, OnQ PM and Micros system.
• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
【任职要求】
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能用英语有效的倾听和进行沟通。
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熟练操作酒店电脑系统。
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擅长于处理宾客关系,能有效快速的应对处理各种问题。
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以较强的人际交往能力提高客人满意度。
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能在强压下胜任工作。
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Able to read, listen and communicate effectively in English, both verbally and in writing.
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Able to access and accurately input information using a moderately complex computer system.
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Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
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Good interpersonal skills to provide overall guest satisfaction.
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Able to work under pressure and deal with stressful situations during busy periods.