宾客服务中心主管Guest Service Center Supervisor

• Having a positive attitude towards work; be self-disciplined and self-motivated, set a good working example for all sub-ordinates
有积极明确的工作态度,且自律自觉地为下属树立一个好的工作榜样
• Conducts shift briefings to ensure hotel activities and operational requirements are known
进行有效的交接班工作，以明确酒店活动和运营要求
• Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section
关心本部门员工的纪律和表现并帮助其提高工作技巧
• Supervise service center operations during assigned shift including:
在当班期间监督服务中心运营情况，内容包括：
o Ensure an efficient provision of telephone services by overseeing efficient arrangement, as well as staff’s courtesy in handling telephone calls
所有电话是否被高效转接并随时检查员工的电话礼仪,确保为客人提供优质服务
o Ensure all of call transfers are successful and an efficient provision of an accurate record of telephone calls by supervising that all guest requests are followed up accordingly
所有电话转接是否成功，确保对客人所提出的要求被高效准确地记录并执行
o Provide guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention
为客人提供始终如一个性化服务,确保无论何时最大限度地令客人满意,及随时给予客人诚恳的关注
o 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记在日志上
o All daily reports printed are filed accordingly in the respective files
每日报表正常打印并根据要求分别存档
• Thorough knowledge of detailed procedures in operating the service center efficiently
熟悉服务中心操作和详细的程序，以提高服务效率
• Knowledge in operation for existing paging system
熟悉现行呼叫系统的操作程序
• Thorough familiarity with existing extension numbers of the hotel
熟悉酒店存在的所有分机号码
• Ensure that departmental staff duty roster are reasonable and effective
确保部门人员班次安排合理且有效
• Establishes and maintains effective employee relations
与员工建立并保持良好的工作关系
• 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

RequiredSkills –
必须技能---
Good computer skills
良好的计算机能力
Train the trainer skills
良好的培训技巧
Good Interpersonal Skills
良好的交际能力
Proficiency in Opera, POS, PABX systems,
熟悉Opera，POS，程控交换机系统
Good Leadership Skills
良好的领导能力
Fluency in English
良好的英语能力
Proficiency in Microsoft Office software: Word, Excel and PowerPoint, as a minimum
熟悉办公软件：文字处理，表格和幻灯片

Qualifications–
资格证书
Diplomaor Vocational Certificate in Hotel Administration, Hotel Management orequivalent
具有酒店行政管理，酒店管理或相关的学士学位或大专水平。

Experience–
经验
1 years experience infront office / guest services or related discipline including supervisory experience, or an equivalentcombination of education and experience.
拥有1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。