Guest Services Agent 宾客服务接待员

1 week ago

China IHG Full time CN¥180,000 - CN¥220,000 per year
Description


• Process all incoming and outgoing calls accurately and courteously


• 正确并礼貌地处理所有打进和打出酒店的电话。


• Records and controls accurately wake up calls


• 准确记录并管理叫早服务。


• Pages guests in co-operation with concerned departments


• 与相关部门合作,对客人进行呼叫。


• Records all entries on traffic sheets


• 将所有条目记录到电话单上。


• 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 。


• Pages staff member when requested


• 如有需要,对工作人员进行呼叫。


• Abides by principles of guest privacy


• 遵守保护客人隐私的原则


• Handles guests needs or requests and reports complaints to the Telephone Supervisor


• 满足客人的需要或请求,并向总机主管汇报投诉情况。


• Report on logbook daily


• 每日记下工作日志。


• Bill call costs


• 提供电话费单据。


• Aware of local telephone listings and frequently dialed numbers


• 熟悉当地电话表以及常拨号码。


• 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。


• Advises defects on switchboard equipment to Supervisor


• 向主管汇报总机设备出现的问题。


• Maintains a clean work environment


• 保持工作环境的清洁。


• Attends to all guest queries and requests promptly


• 及时处理客人的所有问询和要求。


• Maintains detailed knowledge of the Hotel's fire, life and safety system


• 熟知酒店的消防、救生和安全系统。


• 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。


• Maintain Hotel Information


• 保管酒店相关信息。

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。


• Able to read and write English


• 能够读写英语


• Proficient in the use of Front Office System


• 熟练使用前台系统

Qualifications –

学历


• High School or Vocational Certificate in Business Management, Business Study or equivalent


• 具有高中或商业管理,商务或相关的专业证书。

Experience –

经验


• 1 year experience in customer service or switchboard operator.  


• 拥有1年宾客服务或电话总机的工作经验。

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