Gerente del Centro de Servicio al Cliente 宾客 服务 中心 经理
Hotel Brand: Crowne Plaza Hotels & Resorts
Location: China, Hainan, Sanya
Hotel: Sanya Yazhou Bay (SYXYA), NO. 1 Xindao Street Yazhou Bay District, 572025
Número de trabajo: 130364
- 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 Guest Service Center 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 - Investigates complaints regarding the Guest Service Center services and the Operators and technicians, takes appropriate actions.
调查关于宾客服务中心及话务员和技术人员的投诉并采取相应措施 - Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions
制订工作计划以实现目标，定期将实际成绩与所定目标进行对比，并采取必要的纠正措施 - 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 Center 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 - 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 Guest Service Center 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 Guest Service Center 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 - Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel IT leader
就软件出现的问题进行调查，并向供应商提交报告，与酒店IT负责人协调界面问题的解决 - 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 - Maintains user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses
保管用户文件、程控交换机系统报告、电话清单、租赁线路的编号方案租赁合同、维护工作外包合同和当地执照 - Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel.
进行程控交换机数据库编程以及常规服务变更，以控制所有酒店内所有电话机的服务等级 - Prepares and controls departmental budgeted
准备并控制部门预算 - To attend Guest Service Center seminar, product knowledge, presentation, organized by the external bodies
参加由外单位组织的电信研讨会、产品知识讲座和演示。 - 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 Service Center 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，为宾客服务中心员工准备高效的工作计划，安排节日和假日 - Manage use of revenue systems* on a daily basis. This includes the responsibility for any manipulation of the yield hurdle points and daily inventory balancing where appropriate. Where a yield management system is not installed this includes responsibility for opening or closing Holidex Plus.
每天对收入系统*的使用情况进行管理，包括负责收益底线的操作和每日清单结余。如果没有安装收入管理系统，则应负责开关假日预订系统。 - Using the tools provided (ie SBRP) and in compliance with the IHG standards, maintains, updates and shares information in the areas of a master calendar of external events, competitor rate intelligence, RevPar penetration (RGI), arrival and spending patterns of commercial accounts, denial reports, meeting space allocation, guest capture rates (with the F&B Mgr), Loyalty program penetration both overall and by account (and for bookers), system contribution and trends in rooms and non-rooms revenues by channel, segment and account.
利用提供的工具（即 SBRP）并依照洲际酒店集团的规范，以日历的形式对以下信息进行维持、更新和
分享：外部活动、竞争对手价格情报、平均房价的渗透率（RGI）、商业客户的抵店和消费习惯、流失 报告、会议空间分配、揽客率（与餐饮经理一起）、总体的和按帐户的（对于预订者而言）忠诚度计划 渗透率，系统以及通过渠道、细分市场和客户得到的客房或非客房收益的趋势。 - Manage all channels (CRO, GDS, Internet direct and indirect) including but not limited to room types and sell strategy. Responsible for ensuring compliance with the Lowest Internet Rate Guarantee and managing third party distributors in compliance with IHG standards and rules.
管理所有渠道（中央预订系统、全球酒店预订系统、互联网直接和间接銷售系统），包括并不仅限于房间类型和销售策略。负责确保遵守互联网最低价格保证规定，并按照洲际酒店集团的标准和规定对第三 方分销商进行管理 - Guardian of IBP. Ensure compliance with all IBP rules and standard processes. Provide input to the annual budget process on all revenue aspects of the business. Provides medium-term revenue-based forecasts of required staffing levels to all departments.
对 IBP 实施监控，确保遵守所有 IBP 规则和标准程序。為年度预算提供所有与业务的收益相关的建议。在收入基础上对各部门的人员需求水平进行中期预测 - 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
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