Guest Service Center Supervisor 宾客服务中心主管
Hotel Brand: Crowne Plaza Hotels & Resorts
Location: China, Hainan, Sanya
Hotel: Sanya Yazhou Bay (SYXYA), NO. 1 Xindao Street Yazhou Bay District, 572025
Job number: 130365
FINANCIAL RETURNS
财务回报
- Bill call costs.
提供电话费单据。 - Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards
保持适当记录,以处理酒店计费系统中的电话,并按照品牌最低标准保持客房情况记录 - Works with Superior and Human Resources on manpower planning and management needs
与上级领导和人力资源部一起进行人力规划和管理需求。 - Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
运用销售技巧和房间销售升级推广洲际酒店集团的产品和服务 - Promote the Hotel’s (and ICHG generally) products and services
推销酒店(以及整个洲际酒店集团)的产品和服务 - Develop and maintain a regular pattern of sales calls
发展和保持定期进行销售拜访的模式 - Prepare and execute action plans which increase reservation sales and associated business
准备和执行增加预订销售和相关业务的工作计划 - Maintain knowledge of special rates/ offers/ promotions
掌握关于特价,优惠,促销活动的信息 - Prepare reservation sales reports
准备预订销售报告 - Monitor reservation levels and inform Managers of current and future occupancy rates
监测预订情况,并向经理通报目前和将来的入住率
PEPPLE
员工团队
- In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known
在经理缺席的情况下主持交接班说明会,确保员工了解酒店的活动和运营要求 - Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval
与前厅部经理或财务经理联系所有要求信用审批的预订事宜 - Directs, supervises and coordinates the activities in Guest Services 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 guest 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宾客服务 - Organizes and conducts regular meeting for all Guest Services Centre staff to facilitate communication and a smooth operation
组织和召开由所有宾客服务中心工作人员参加的会议,以加强交流和保证业务的顺利进行 - Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式 - Maintains up to date list of all Guest Services Centre
更新列有所有宾客服务中心设备的清单 - 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 - Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager
就软件出现的问题进行调查,并向供应商提交报告,与酒店系统部经理协调界面问题的解决 - Conducts shift briefings to ensure hotel activities and operational requirements are known
进行交接班说明工作,确定了解酒店活动和运营要求 - Prepares efficient work schedule for Guest Services Centre, 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,为宾客服务中心员工准备高效的工作计划, 安排节日和假日 - Performs related duties and special projects as assigned
完成被分派的相关工作任务和特殊项目
GUEST EXPERIENCE
宾客体验
- Record and process reservations made by phone/fax/email
记录和处理通过电话,传真,电子邮件进行的预订 - Accept wait list reservations
接受等待名单预订 - Process amendments to reservations such as extensions, early departures, etc
修改延期和提前离店等特殊情况的预订记录 - Manage “no show” reservations by investigation and recording of same
调查和记录未按预订抵店的预订情况 - Record special billing arrangements for groups and conventions
对团队和会议的特别账单安排进行记录 - Records and controls accurately wake up calls.
准确记录并管理叫早服务。 - Assists guests with international calls and directory queries.
协助客人处理国际长途和号码查询。 - Calls guests by name whenever possible.
尽量称呼客人的姓名。 - Handles guests needs or requests and reports complaints to the Guest Service Centre Supervisor.
满足客人的需要或请求,并向宾客服务中心主管汇报投诉情况。 - Attends to all guest queries and requests promptly.
及时跟进客人的所有问询和要求。
RESPONSIBLE BUSINESS
企业责任
- Maintain a high level of product and service knowledge about all ICHG Hotels in your region
充分了解所在地区的洲际酒店集团成员的产品和服务 - Prepare reports as requested (eg to travel agents, business houses etc)
按照要求准备报告(如给旅行代理和商业机构报告等) - Abides by principles of guest privacy.
遵守保护客人隐私的原则。 - Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations.
严格遵守处理紧急事件,如火灾、炸弹威胁和其它危机的标准政策和工作程序。 - Improve hotel and brand popularity in this locality, encourage employees to actively participate in local community activities .
提升酒店与品牌在本地的知名度,鼓励员工积极参与本地社区活动。 - To ensure that the policies and procedures to comply with the local laws and regulations and the hotel or company, assist in annual audit / standard self-examination.
确保遵守相关地方法规及酒店或公司的政策与流程,协助参与年度审计/标准自审。
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