PEOPLE 员工团队
• Investigates complaints regarding the Guest Service Centre’s service, takes appropriate actions.
调查关于宾客服务中心员工的投诉并采取相应措施
• Establishes and maintains effective employee relations
与员工建立并保持良好的工作关系
• Organizes and conducts regular meeting for all Guest Service Centre staff to facilitate communication and a smooth operation
组织和召开由所有宾客服务中心员工参加的会议，以加强交流和保证业务的顺利进行
• Prepares efficient work schedule for Telephone staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration
在考虑酒店入住情况和预测以及大规模的团组活动的前提下，为电话服务部员工准备高效的工作计划，安排节日和假日
GUEST EXPERIENCE 宾客体验
• Strictly comply with the brand standard to deliver excellent guest service
严格遵守品牌标准以达到卓越的宾客服务
RESPONSILBLE BUSINESS企业责任
• Directs, supervises and coordinates the activities in Guest Service Centre
指导、监督和协调宾客服务中心的活动
• Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services
开发和应用相关程序，适当处理进出酒店的电话、传真以及设备和电话线租用及其它电信服务
• Manages and monitors the operation of all equipment’s, software, hardware and endure all units are working and installed properly
对所有设备、软件、硬件进行管理和监测，并确保其安装和运转良好
• Ensures all telecommunication equipment’s are covered by the correct maintenance contract and the preventive maintenance is performed
确保所有电信设备的维护均得到有效外包，并对其实施预防性维护
• Maintains up to date list of all telecommunication equipment
更新列有所有电信设备的清单
• Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
监测程控交换机，语音邮件，通信呼叫统计软件的运转情况，并將设备运转报告的登記在日志上
Required Skills –
技能要求
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
• Proficient in the use of Microsoft Office and Front Office System
• 熟练使用微软办公软件和前台系统
• Problem solving and organizational abilities
• 具有解决问题和组织能力
Qualifications –
学历
• Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
• 具有酒店行政管理，酒店管理或相关的大专学历或专业证书。
Experience –
经验
• 3 years experience in front office / guest services / call centre or related discipline including supervisory experience, or an equivalent combination of education and experience.
• 拥有3年前厅或宾客服务或电话总机工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。
