Under the general direction of the Service Centre Supervisor and within the limits of established Rosewood Hotels brand and local policies and procedures, performs all aspects of Service Centre services, such as telecommunication and in-room dinning take order services, to achieve the highest possible guest satisfaction. 在总机主管的指导下，遵循当地政策和酒店程序，遵循服务中心的服务标准，如电话通信、客房餐饮等接单服务、达到尽可能高的客人满意度。

DUTIES AND RESPONSIBILITIES 工作职责 Process all incoming and outgoing calls accurately and courteously在准确、礼貌的前提下处理所有打进和转出的电话。 Records and controls accurately wake up calls准确的记录和控制叫醒电话。 Assists guests with international calls and directory queries协助客人拨打国际电话和目录查询 Calls guests by name whenever possible无论何时记得称呼客人的名字。 Handles guests needs or requests and reports complaints to the Guest Service Center Supervisor处理客人的需要或请求传达客人的投诉给客户服务中心主管。 Report on logbook daily每天报告交班本内容。 Bill call costs计费电话成本。 Aware of local telephone listings and frequently dialed numbers了解当地的电话清单以及经常拨打的电话。 Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations紧急情况如火灾,炸弹恐吓和其他紧急情况下严格遵守标准政策和程序管理。 Advises defects on switchboard equipment to Supervisor向主管通知总机设备的缺陷及问题。 Maintains a clean work environment保持干净的工作环境。 Attends to all guest queries and requests promptly重视所有客人的问题以及要求。 Deliver guest item on guest require.根据客人的要求提供客人所需。 Maintains detailed knowledge of the Hotel’s fire, life and safety system知晓详细的酒店消防、生命安全知识。 Maintains detailed knowledge on the Emergency Response Team and workings of the Geust Service Center in this regard知晓酒店应急反应小组成员名单和客户服务中心的作用。 Maintain Hotel Information.详细了解酒店知识。 Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.要精确的了解酒店当天最新的宴会会议活动等信息回答客人的问询 Greets guests with a cheerful and pleasant voice using guests’ names at least thrice during conversations.要求愉悦清晰的接听客人电话时必须称呼客人名字3次及以上 Performs functions of a concierge, their duties and requests, via telephone.通过电话去完成礼宾部的工作流程。 Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes.辨别酒店不足之处并提出相关的解决方案 Be familiar with all F&B venue menus and specials, including seasonal changes and special promotions.熟悉酒店餐饮菜单的季节变化推出的活动商品 QUALIFICATIONS AND REQUIREMENTS 任职要求 Required Skills必须技能--- 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. 沟通技巧是利用大量的时间当你与他人互动时,证明有能力与客户、员工和第三方反映集团酒 店以及品牌。 Able to read and write English读写英语的能力。 Qualifications学历--- High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent高中级以上学历。 6 months experience in guest service or customer service, or an equivalent combination of education and experience.  拥有6个月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。 Tel招聘电话: + 86 (898) 8865 8888-7512working period is 9AM-6PM in working days工作时间为工作日上午9点至下午6点 Email招聘邮箱: hr1@ichaitangbay.com

主要职责﹣(职务的主要工作) 1、具备基本英语听说读写能力，服务形象气质佳，熟悉电脑操作。 2、以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向上级经理报告，并从中学习。 3、必要时及时有效的处理客人的投诉，知会上级经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。 4、记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。 5、确保所有的客人要求和问题都迅速和有效地响应和处理，同时在每日高峰期的时候给予他人帮助。 6、有效的管理酒店内电话，传真，邮件等的交流，让客人觉得受到该酒店的欢迎。 7、了解周边地区的最新信息，名胜，风景地等，为顾客提供方便。 8、及时清楚的处理信息，保证客人的隐私。 9、提供并确保所有成员为在店客人提供按时的叫醒服务，及时准确的为国内外宾客转接电话。 10、与客房部、工程部协调，以确保在施工之后清洁得以跟进。 11、积极地和餐饮部和厨房确保送餐服务的质量和效率。 12、全面熟悉应急程序和防火系统。并确保客服中心所有成员完全熟悉此程序。 13、记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。 14、在客服中心团队中扮演积极角色，有效的沟通，确保达到目标，积极参加部门培训活动。 15、配合部门完成酒店集团指标考核：客人挚爱，会员识别，会员转化率，GEM品牌标准，社交媒体评分。 16、遵守酒店的行为准则、员工守则以及酒店的各项政策及程序。坚持酒店安全制度、紧急情况处理规定和程序 【职位要求】 1、初中以上学历，基础的计算机应用技能，基础英语听说写。 2、与酒店客人、团队成员及公众沟通的交流技巧和能力。 3、外向型性格并愿意学习。 4、优先具有酒店从业经验。

【岗位职责】 1、负责接听服务热线电话、解答各类咨询及指引服务； 2、负责客服台现场各类业务的办理，收集顾客建议进行反馈； 3、负责协调处理各类客诉，提升顾客满意度； 4、负责接待VIP客户及维系工作，提高VIP客户忠诚度； 5、完成公司及上级领导赋予的其他任务。 【岗位要求】 1、大专以上学历，形象气质佳，富有亲和力； 2、沟通能力强，普通话标准，具有良好的服务意识与团队合作意识； 3、熟练使用相关办公软件。

Handles guest and talent enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found. 礼貌且高效地处理客人及人才的要求，遇到投诉或问题，如不能马上找到解决办法，要向上级报告 Deliver all guests’ messages, mail and fax are handled and distributed properly. 正确处理所有客人的留言、邮件及传真。 Has a thorough understanding of all the services offered by the Hotel to easily answer guest all inquiries. 完全理解和掌握酒店所提供的所有服务以便回复客人的任何问询。 Comply with Service Center Policies and Procedures are adhered. 遵守总机各项政策与程序。 Be familiar with System, be able to use the system to assign guest requires to related department expertly. 掌握系统，有能力熟练地使用系统安排住店客人的各种需求给相应部门跟进完成。 Ensure the efficient and prompt handling and delivery of all guest requests throughout the hotel. 保证酒店内所有客人需求都能被有效并及时的处理和传达。 Maintains information security standards compliance of Service Center at 100%. 确保所有信息安全标准都被百分之百的执行。 Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的职责和被指派的职责。

【岗位职责】 1.  为宾客提供专业，友好，高效，热情的电话叫早服务 2.  掌握每日抵电宾客名单，特别是重要宾客和回头客，了解他们的特殊要求 3.  负责及时准确的将宾客的留言输入系统中 4.  确保所有宾客的询问和要求，都得到专业的帮助和热情友好的态度 5.  确保所有电话的转接是按专业标准，并且有礼貌 6.  熟知酒店所能提供给宾客和来访者的服务和设施 7.  了解酒店的餐厅及营业时间和经营范围 【岗位要求】 1.  大专及以上学历 2.  说话口齿清楚，音质优美，反应敏捷 3.  能适应倒班工作

营运管理 Operational §  确保以礼貌、高效的方式处理所有来电。 Ensures all telephone calls are handled in a polite, efficient manner. §  对不能立即解决的投诉和问题，向宾客服务中心主管/副理报告。 Reports complaints or problems to Team Leader/Assistant Manager – Guest Services Center if no immediate solution can be found. §  确保具有营销员的态度，并抓住酒店内的一切销售机会。 Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel. §  确保对酒店产品和当地情况的高度了解。 Ensures a high level of product knowledge of hotel and local area. §  确保始终提供高水准的服务。 Ensures a high level of customer service is consistently maintained. §  根据部门程序，操作总机的控制台、呼叫系统和员工计算机系统。 Operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures. §  确保将任何来自客人或其它部门的反馈及时并准确地汇报给宾客服务中心主管/副理。 Ensures the Team Leader/Assistant Manager – Guest Services Center is kept fully aware of any relevant feedback from either customers or other departments. §  确保具有高水平的酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。 To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises. §  主动向潜在客人推荐凯悦天地计划。 Promotes World of Hyatt program to potential guests whenever possible. §  遵守房务部制定的所有系统和程序。 Complies with all systems and procedures as laid down by the Room Division. §  必要时协助预订部的工作。 Assists with reservations whenever necessary. §  及时处理所有收到及发出的邮件和传真。 Handles incoming and outgoing mail, and faxes in a timely manner. §  全面了解酒店提供的所有服务。 Has a thorough understanding of all the services offered by the Hotel. §  熟悉城市的每个方面，以便礼貌并高效的满足客人需求。 Fully conversant in all aspects of the city in order that all guests’ queries can be handled efficiently and courteously. §  确保将所有预订、定单、申请准确及迅速地传送到有关部门。 Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the department concerned.   总则 General §  按要求出席所有会议并作出贡献。 Attends and contributes to all Meetings as required. §  始终提供礼貌和专业的服务。 Provides courteous and professional service at all times. §  根据安排参加酒店培训课程，以提高工作技能及知识。 Attends hotel and departmental training sessions as scheduled to improve skills and knowledge. §  礼貌而高效的处理客人和员工询问，对不能立即解决的投诉和问题进行汇报，并及时回馈和跟进。 Handles guest and associate calls in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing feedback for a prompt follow up. §  了解关于员工及行业关系的法律、法规，理解并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。 Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety. §  确保高标准的个人形象和仪容仪表。 Ensures high standards of personal presentation & grooming. §  与客人和同事保持基于良好工作关系的接触。 Maintains positive guest and colleague interactions with good working relationships. §  负责促进在酒店内部和外部的客人、员工的有效沟通。 Responsible for facilitating efficient communications for both guests and associates both within the Hotel and for external communications. §  阅读并熟悉与宾客服务中心相关的所有通知。 Reads and be familiar with all memos concerning Guest Services. §  必要时为客人提供基本信息。 Provides general information to guests when necessary. §  根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。 Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry & company. §  能应对工作职责的变化。为了满足营业及客户服务需求，也许会有工作职责的变动，包括调任至其他部门/地区。 To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs. §  酒店依靠员工的灵活性以保证已达到的高标准的持续性。因此，此份工作职责仅作为最常用的工作职责的指南，如有需要，可进行修改和调整。 The Hotel relies upon the flexibility of its associates to ensure the continuity of the high standards currently being achieved.  As such, this job description is only intended to be a guide to the most regularly performed duties and is subject to amendment and change as may be considered necessary from time to time.   其他方面 Other Comments §  职位属于“员工”级并享有相应的福利。  Position is ranked as “Host” with related benefits provided.

Majorly focus on Service Center and Reservation daily operation, implement Service Center and Reservation policy and service standard, provide a friendly and punctual information inquires, reservation and wake-up call service, to ensuring a seamless experience for the guest telephone.  总机接线员主要负责总机和预订部的日常运营，执行总机和预计的政策和服务标准，友善和准时的为客人提供问询、预订和叫醒服务，来确保客人的电话体验。 Efficiency of guest service process and accuracy in fulfilling of guest requests. 确保对客服务的效率性，并确保满足客人需求的准确性。 All calls direction to Service Center will be action from within the “service request” or “service recovery” and reservation modules; the guest is not transferred. 确保为所有电话和预订需求提供一站式服务，宾客电话不会被转接。 Operates switchboard consoles, paging system, and computer equipment in accordance with departmental procedures. 熟练地操作总机的控制台，呼叫系统，并与部门的计算机程序相联系。 Implement with departmental functions of Room Service, Restaurant reservations, Housekeeping coordination, Fitness Centre reservations, and Engineering coordination are carried out efficiently. 高效协助客房餐饮、餐厅预订、客房部、健身中心预订及工程部的职能。 Strictly keep of work safety, guests’ and colleagues’ data safety. 保证工作安全，客人和人才信息安全。 Record and process reservations made by phone/fax/email. 记录并处理所有电话、传真和邮件的预订。 Sell the AccorHotels products and services using up-selling and suggestive selling    techniques. 运用销售技巧和房间销售升级技巧推广雅高酒店集团的产品和服务。 Updating reservations in the PMS received via the interface. 及时更新收到的预订信息。 Understand and be able to answer all questions about rates, room categories and seasonality. 明白并有能力的回答所有关于价格、房间、房型和季节性问题。 Pro-actively try to cross-sell (F&B, Spa, etc.) and up-sell room types. 积极主动尝试交叉销售（餐饮、娱乐等）和客房升级销售的房间类型。 Be able to clearly communicate information to guests or colleagues. 能清晰地表达同事或客人所要的信息。 Manage “no show” reservations by investigation and recording of same. 调查并记录所有应到未到预订。 Arrange transportation service according hotel Standard. 依照酒店标准为客人安排接送机服务。 Prepare reports as requested (eg：Arrival, VIP etc). 准备部门报表（如：到达名单、重要客户名单等）。 To ensure that all potential and real hazards are reported and rectified immediately. 立即报告和纠正所有潜在和现实危害。 To understand and strictly adhere to the Hotel’s Talent Handbook. 明白并且遵守酒店人才手册的规定。 Performs any other duties as assigned to him/her by management. 执行任何管理层给予的任务。

岗位职责   1. 快速高效的转接所有来电。 2. 诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间方位等。 3. 将客人和其他部门的意见和建议及时反馈给关爱热线主管或经理。 4. 时刻关注关爱热线各项设施设备的运转是否正常，如传呼系统，语音留言，FCS 系统等。保证关爱热线的清洁干净，为员工提供一个相对舒适的工作环境。 5. 关注VIP预抵及团队客人。 6. 致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。 7. 交流的时候热情的语调和所有宾客问候，让他们觉得受到酒店的欢迎。 8. 准确及时的为客人传递信息，确保顾客隐私。 9. 遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。 10. 采取必要行动，及时有效的处理顾客的不满，适当的时候告知关爱热线经理或宾客关系经理。回访客人，确保客人对解决方法满意。 11. 确保VIP客人的待遇。 12. 将顾客信息录入酒店管理系统，确保团队成员能清晰的看懂。 13. 了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。 14. 确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。

工作职责： 1、正确并礼貌地处理所有打进和打出酒店的电话； 2、准确记录并管理叫早服务； 3、协助客人处理国际长途和号码查询； 4、满足客人的需要或请求，并向总机主管汇报投诉情况； 5、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； 6、及时处理客人的所有问询和要求； 7、熟知酒店的消防、救生和安全系统； 8、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。 任职资格： 1、拥有在与他人交往时大多数时间所使用的沟通技能； 2、较强的服务意识； 3、简单的英文听说能力。

Key Responsibilities 主要职责： 1. 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。 2. Records and controls accurately wake up calls. 准确记录并管理叫早服务。 3. Pages quests in co-operation with concerned departments. 与相关部门合作，对客人进行呼叫。 4. Assists guests with international calls and directory queries. 协助客人处理国际长途和号码查询。 5.Aware of local telephone listings and frequently dialed numbers. 熟悉当地电话表以及常拨号码。 *同等条件下中共党员优先

JOB SUMMARY岗位综述 1. Provide departments heads with timely, friendly and professional services. 提供快捷、友好、及专业的服务。 2. Responsible for ensuring that clear and constant communication line is kept with all staff, areas and Hotel departments. 负责确保所有员工，区域和饭店各个部门的电话线通畅清晰。 3. To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by hotel. 确保向客人和打电话的人简要介绍酒店的所能提供的有关服务和设施。 4. Responsible for the ongoing communication of pertinent information using the Telephone log book provided to other shifts. 负责将需要继续处理的相关事件记录在工作日志上，以便移交给下一班次的员工继续落实。 5. To ensure all guests are provided with an efficient operator service as required. 确保所有客人均得到了高效率的总机服务。 6. To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner. 确保对客人的询问及要求均以热情友好的态度提供专业帮助。 7. To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP and return guests, and that you are aware of any special requests so that they may be action accordingly. 确保每天清楚了解要抵达饭店的客人，特别是重要客人和回头客，并且了解他们的任何特殊需求并做出相应的措施。 8. To ensure you have a complete and thorough knowledge of the outlets of hotel, the operating hours and the scope of services that they provide. 确保完全了解酒店的餐厅以及他们的营业时间和经营范围。 9. To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner. 确保所有电话的转接是按专业标准,并且是以礼貌热情友好的态度。 10.Responsible for the prompt and correct input of all guest messages into the system. 负责及时准确地将客人的留言输入系统中。 11.Responsible and accountable for the completion of all dockets in relation to supplementary telephone call charges, and the delivery of these dockets to the Front Desk for processing. 负责完成所有相关的追加电话的费用摘要,并且将这些摘要分发至前厅部运作。   JOB REQUIREMENT 岗位要求 1. Proficient in the use of Microsoft Office. 熟练应用电脑办公软件。 2. Good Chinese and basic written and verbal English skills. 良好的中文及基础的英文书写与口头表达能力。   EDUCATION REQUIREMENT 教育及学历要求  Technical School or above 职业技术学校学历或以上

Celebrate the joy of life at Kerry Hotel, Pudong, the first of a new class of luxury hotels from the Shangri-La Group. With a premier city-center location and cutting-edge facilities, your stay is engaging at every turn. Kerry Hotel Pudong offers 574 guestrooms and suites while boasting some of Shanghai’s most spacious and advanced conference and banqueting facilities. For work-life balance, we offer a well-equipped hotel sports and recreational facility in Shanghai, featuring vast exercise and spa options. The bon vivant in you would truly appreciate the exquisite cuisine orchestrated by renowned chefs across 3 restaurants. Top this off with a microbrewery, serving unique, handcrafted beers, and you may not see much of your room. When night (or day) comes, you have the choice of spacious rooms and suites, plus serviced suites in The Residences at Kerry Parkside, just next to the hotel. Even getting to the hotel is a joy.  At Kerry Hotel Pudong, you soon realize there are no rules, only possibilities.   We are currently looking for a Service Associate – Service Centre to join our Front Office team. Summary Provides spontaneous services and handles all guest services activities in the Service Centre in accordance with objectives,       performance and quality standard established by Shangri-La Hotels & Resorts and Kerry Hotel Pudong Shanghai. To be responsible for 24 hours In-Room Dining order taking and hotel rooms reservation, Food and Beverage reservations in providing the most efficient and courteous hotel services to maximize occupancies and revenue for the hotel. Ensures that the communication system of the hotel is well maintained and guest requirements are handled accurately, politely and efficiently. Requirements      - Communication skills - Able to work flexible hours - Experience in similar capacity in 5 Star Hotel       上海浦东嘉里大酒店是香格里拉酒店集团旗下首家嘉里品牌酒店，在此您将体验到别样的惊喜和生活的无穷乐趣。 酒店位于浦东核心腹地， 一应俱全的先进设施、独特简约的设计与热情自然的服务使其成为现代灵动生活的富集之地。设备精良的健身场所，覆盖3层6,000平方米   上海浦东嘉里大酒店拥有574间客房及套房，超过8500平方米的会议室及宴会场地。酒店开设了总面积达6000平方米的健身俱乐部，提供丰富的健身及Spa护理项目，致力于为宾客营造一个工作和生活相均衡的环境。钟爱美食的您可在酒店的三家餐厅尽情探索令人兴奋的料理精选。而在圆满的一天结束之际，再没有比到酿酒坊品尝一杯酿酒大师手工制作的新鲜啤酒更好的选择了。 夜幕降临时分，无论您选择下榻于宽敞的客房和套房，抑或入住毗邻酒店的浦东嘉里城公寓，豪华舒适的享受从不分白昼与黑夜。 在浦东嘉里大酒店，您会很快意识到这里没有惯例，一切皆有可能。   工作概述 提供让客人感到温暖和自然的服务，并且处理所有客人通过呼叫服务中心要求的服务，为香格里拉酒店集团和上海浦东嘉里大酒店建立并实施良好的质量标准。负责为客人提供24小时客房送餐预订和酒店房间预订，餐饮预订以及提供酒店高效有礼的预定服务并在预定过程中实现酒店收益最大化的目标。确保酒店与客人建立良好的公共关系，并且能够准确的，礼貌的和有效的处理客人的要求。 岗位要求 - 沟通能力 - 能适应灵活的工作时间 - 同等五星级酒店工作经验

  ·           负责促进高效率的通讯，为客人和酒店内的人员和外部的通信。 Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications. ·           按部门程序自信地运作切换面板控制台、 分页系统和相关的计算机设备。 Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures. ·           快速、礼貌、准确地连接本地及国际电话。 Connects local and international calls quickly, courteously and accurately. ·           准确地处理叫醒电话，无论是自动叫醒或是私人叫醒电话。 Handles wake-up calls as requested with accuracy, whether they be automatic programmed or personal wake-up calls. ·           熟知所有紧急事件处理程序，在酒店重大事件或突发问题时，仍能平静、报警、高效并保持专业精神。 Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion. ·           促进和维护商务环境，确保背景噪音最小和避免类似头戴耳机中的谈话声音。 Contributes and maintains business-like working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets. ·           向顾客、员工和呼入电话提供优质服务 Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and activities in and around the city. ·           记录并报告在转变或提交所有相关信息各种问题于换班接线员 Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.   ·           为顾客和酒店工作人员接收和发送快递。 Accepts and relays messages for guests and hotel personnel. ·           在任何时候展现礼貌、有好的服务形象。 Projects the image of courteous, friendly service at all times. ·           回答并接通所有酒店内外来电 Answers and connects all incoming calls from both in and out of house. ·           完全精通所有的酒店产品和服务，以高效、 礼貌的方式处理客人的问询。 Be fully conversant in all hotel products and services in order to handle guest enquiries efficiently and courteously. ·           必要时向顾客提供普通信息。 Provides general information to guests when necessary. ·           为客人准确地留言、叫醒服务、简单预订和处理顾客需求。 Takes accurate messages, morning call requests, simple reservations and orders for/from guests. ·           确保在所有时间所有请求正确并快速地传递到相关部门。 Ensures that all requests are accurately and quickly relayed to the correct department at all times

岗位职责： 1、 保证项目内外电话的畅通无阻； 2、 确保所有宾客的询问和要求，都得到专业的帮助和热情友好的态度； 3、 确保所有电话的转接是按专业标准，并且有礼貌； 4、 熟知项目产品知识，包括但不限设康体中心服务、用餐服务等。 任职要求： 1、 沟通能力较强，服务意识较好； 2、 口齿清晰，音质优美； 3、接受实习生，有高端商场/高端物业/星级酒店工作经历优先考虑； 4、年龄：20-28岁，净身高：女性160cm以上，男性170cm以上，形象气质佳； 5、大专及以上学历。 入职社保、提供午餐、带薪年假、员工生日礼、节日福利、专业培训、职业发展通道、丰富的员工活动 工作地址： LACADIERE天际（天府新区语燕路99号-地铁1号线武汉路B5出口直行12分钟）

岗位职责 1、负责接听服务热线电话 2、解答各类咨询及指引服务，提升顾客满意度 3、完成公司及上级领导赋予的其他任务 岗位职责 1、大专以上学历， 2、沟通能力强，普通话标准，具有良好的服务意识与团队合作意识； 3、熟练使用相关办公软件。

岗位职责： 1.了解酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息，例如位置，景色，提供物品，特色及房间类型等。 2、运用礼貌并适当的电话礼仪接听客人的电话，并对客人提出的合理要求提供最好的服务。 3、能运用相关程序处理所有的紧急事件。 4、确保对客人所提出的问题都能给以及时及满意的答复，以及时或专业的态度完成对客人的承诺并能后续跟进。 5、确保对所有个人被委托进行的后续跟进都做好相关记录，并附有所有与之相关的信息。 职位要求： 1、高中及以上学历； 2、性格开朗，工作认真负责； 3、说话口齿清楚，音质优美，反应敏捷； 4、能适应倒班工作。

积极地寻找获取客人和员工的反馈意见的每一个机会。 同意并实施以行动去提高对客服务的质量。 向每一位客人介绍希尔顿荣誉客会以及其优惠政策。尽可能的招募更多的客人加入希尔顿荣誉客会。认知会员客人，确保希尔顿荣誉客会会员客人收到个性化、专业的服务以及相应的优惠政策。 必要时及时有效的处理客人的投诉，知会宾客服务经理或宾客关系经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。 以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向客服中心主管报告，并从中学习。 确保所有的客人要求和问题都迅速和有效地响应和处理，同时在每日高峰期的时候给予他人帮助。 及时地接听、回答国内外客人的询问，正确地转接电话并向客人提供所需信息。 有效的管理酒店内电话，传真，邮件等的交流，让客人觉得受到该酒店的欢迎。 了解城市周边地区的最新信息，名胜，风景地等，为顾客提供方便。 及时清楚的处理信息，保证客人的隐私。 积极主动的面对客人，协助他们接近合理的需求。 在客服中心的团队中扮演积极的角色。 了解其他部门的情况并把相关的内容导入本部门。 提前计划和确保有充足的可用资源。 积极地和餐饮部和厨房确保送餐服务的质量和效率。 彻底深入地掌握工作要求的工作知识和技能。

岗位职责 1.主要负责及时和用体现酒店和品牌的专业态度接听从外部打入的电话。 2.准确记录并管理叫早服务。 3.与相关部门合作，对客人进行呼叫。 4.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。 5.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。 6. 保管酒店相关信息。 岗位要求 1.大专以上文化程度，英语会话流利。 2.性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感。 3.通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范 4.声音甜美。

The Service Center Agent is responsible and accountable for all operations in relation to the Switchboard and guest message delivery, reservation taking, and information providing, requirement regarding to guest rooms amenities receiving and handling whilst on duty. All duties and tasks performed are to be procedurally correct, timely and of a consistently high quality. The Service Center Agent must also ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers “first” impression of the Hotel is a lasting one of genuine warmth and friendliness and of high standards. 服务中心接线员负责总机的正常运行、为客人留言、预定、信息提供、向客人提供房间的一次性物品。所有的工作都要求按照程序高效、高质量的完成。服务中心的员工必须确保通过个人为客人提供的服务，包括电话礼仪、有效率的工作，使客人形成对凯宾斯基的真诚热心友好的高标准的服务的“第一印象”。 Responsible for ensuring that clear and constant communication line is kept with all staff, areas and hotel department. 负责并且确保所有的员工之间以及部门之间的沟通。 To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the Hotel. 确保所有的客人或是来电者都能得到精确的关于酒店的服务设施的信息服务。  Responsible for the ongoing communication of pertinent information using the Service Center log book provided to other shifts. 负责通过交接本，将正在发生的信息明确地交接给下一班。 To ensure all guests are provided with an efficient operator service as required. 确保按照客人的要求向客人提供有效的服务。 To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner. 确保所有客人的争议、问询、要求到能得到以乐于助人的、专业的、热心的、友好的方式处理。 To ensure on a daily basis that you are fully aware of all arrivals to the hotel, and in particular, VIP and return guests, and that you are aware of any special requests so that they may be action accordingly. 在当班期间，必须知道酒店的住客情况，特别是VIP客人的预抵，以备客人提出特殊的要求，我们可以相应的向客人提供。 To ensure that you are completely aware of the complete range of services and facilities that hotel provides to its guests and visitors. 确保充分了解本酒店向客人所提供的服务范围和酒店设施。 To ensure you have a complete and thorough knowledge of the outlets of the Hotel, the operating hours and the scope of services that they provide. 确保充分了解酒店的特色和所提供服务的营业时间、营业范围。 To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner. 确保所有的电话都能以热心友好的方式专业的处理。 To ensure that all reservations are handled in a professional and efficient manner. 确保所有的预定都以专业高效的方式处理。 To ensure that the Service Center area is not left unattended at anytime whilst on duty. 确保服务中心工作区域在任何时间必须有人值班。 Responsible for the prompt and correct input of all guest messages. 负责所有客人的信息都能得到及时正确的处理。 To identify any faults that occurs on Service Center equipment at anytime whilst you are on duty, contact the Service Center Supervisor on duty or report the fault directly to the Service Center Manager. 当班时，注意服务中心所有的设备运行正常，如发生情况联系服务中心主管或直接向服    务中心经理汇报。 Responsible for proving a personal, efficient, friendly and warm wake up call service for our guests as required. 按照客人的要求，负责提供人性化,高效,友好,热情的叫醒服务。 To ensure confidentiality is adhered to in relation to all inquiries in reference to guests or staff with no exceptions. 保证所有的保密信息，无论是员工还是客人都毫无例外，不可告知。 To ensure as a Service Center Agent at hotel have a comprehensive knowledge of the city, and what is happening within the city at all times, and to ensure that all guest inquiries are met with prompt, informative yet friendly solutions. 作为酒店服务中心员工,确保对本市的知识有广泛的了解，确保对市内发生的重大事情有所了解，确保对所有客人的询问做出迅速,友好的解答。 To maintain and be aware of the importance of guest recognition。 意识到客人认可的重要性。 Responsible for adhering to the rules and regulations of the Hotel, as set down in the Staff Handbook. 遵守酒店制定的一切规章制度，坚持原则，并遵守员工手册。 To assist and carry out other duties as required and directed. 帮助并执行其他班次未完成的工作. To be completely aware of the Fire and Emergency procedures of the Hotel and your responsibilities in an emergency. 完全了解酒店的火警及紧急事件的处理程序并了解自己在发生此类紧急事件时的职责。 To acquire, through training provided, a thorough working knowledge of the following: 通过培训,获得以下的工作知识 OPERA- The Hotel computer system OPERA-酒店前厅管理系统。 The Telephone systems. 电话系统。 Ensure that the printer of the Call Accounting Interface is in working order and the report is printing out with no paper jammed. 保证计费系统打印机正常工作,正常打印电话报表并保证在打印期间无卡纸现象出现. To acquire, thorough training provided, a complete knowledge of all policies and procedures as set down by the Hotel that relate specifically to the Service Center. 通过培训，完全了解酒店服务中心的政策和程序的详细情况. To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant Front Office. 确保个人干净,整洁,穿着统一整齐的前厅部制服. Obtain briefing from Service Center Captain on problems and situations requiring further attention. 从服务中心领班处获取需要注意的问题和事情。 Ensure that all daily reports printed are filed accordingly in the respective files. 保证每日报表的打印并根据要求分别存档。 Make sure wake-up calls, reservations and all telephone calls are all recorded and followed up accordingly. 确保准确的记录下所有的叫醒，预定及电话的转接并根据要求跟办所有事情。 Contribute to overall operational efficiency by performing relevant duties as assigned. 履行所有的工作职责，以保证工作的高效、全面。 Monitor 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的人性化服务，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。 Establish good public relations with all guests. 与所有的客人建立良好公共关系。 Provide guests with the most accurate and up-to-date information at all times. 无论何时都能为客人提供准确地，最新的信息。 Ensure efficient provision of message relay service by supervising message taking activities and paging services for guests. 检查客人留言的递送和记录情况以确保为客人提供准确，高效的留言服务. Ensure efficient provision of an accurate record of telephone calls by supervising that all guest requests are followed up accordingly. 保证所有客人的要求被高效准确地记录并执行，对客人所提出的所有要求进行相应的跟办。 To report regularly on the happenings within the section. 按正常程序汇报内部发生的事情。 Keeps Service Center work areas neat at all times. 随时保持服务中心区域的整洁。 Thorough familiarity and knowledge of all hotel owners, senior managers and Accor senior personnel. 熟悉酒店的业主方的人员，高级经理和雅高中级管理人员。 Thorough familiarity with existing extension numbers of the hotel. 熟悉酒店目前所存在的所有的分机号码。 Is conversant with all Accor Loyalty Program, Frequent Flyer programs and benefits. 熟悉雅高忠诚计划，和常飞卡计划以及其优惠政策。 Thorough familiarity with the rate code, market segment, corporate rates and seasonal promotion rates. 熟悉酒店的房间合同价及代码，销售分布情况，及协议价和季节性的促销价。 Assumes other duties as assigned by the Service Center Captain. 完成服务中心领班分配的其它工作。 Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way. 通过最恰当的途径，尽可能向客人提供最优质的服务和最新、最准确的信息。 Maintains a very good reputation for the Hotel and assists to increase the overall profitability of the Hotel. 为酒店保持良好的声望并帮助酒店增加收入。 Perform other related duties & special projects as assigned by the supervisor. 随时执行上级分配的其他相关任务或特殊项目。

职位职责&要求： 1.及时、高效地为宾客接转电话，提供优质的留言、叫醒、问询等服务，掌握紧急事件的操作程序与步骤，保持畅通的通信质量，保持与相关部门、岗位之间的联络，及时反馈来自宾客的服务要求和相关部门的信息，确保为宾客提供迅速、准确的客房服务。 2.高中（包括中专、技校、职高）及以上学历。 3.具有良好的英语沟通能力，1年以上酒店或相似工作经验为最佳。 4.具有较强的工作责任心；具备团队结协作精神；具有电脑基础和普通化语言表达能力；熟练掌握店内电话号码、相当数量的外界电话号码；具有信息沟通能力，能为宾客提供优质服务。 岗位职责 1、负责接听服务热线电话、解答各类咨询及指引服务； 2、负责协助领班进行客房水果配送事宜； 3、负责协调处理各类客诉，提升顾客满意度； 4、负责接待VIP客户及维系工作，提高VIP客户忠诚度； 5、完成公司及上级领导赋予的其他任务。 岗位要求 1、大专以上学历，形象气质佳，富有亲和力； 2、沟通能力强，普通话标准，具有良好的服务意识与团队合作意识； 3、熟练使用相关办公软件。

Job Purpose 工作目的 Operate the PABX system, providing efficient telephone services based on established hotel standards to ensure that optimum services is provided to hotel guests. 操作电话系统，确保电话服务的效率达到酒店标准，为客人提供最佳服务 KEY RESULT AREAS 主要工作职责 Answer telephone calls professionally and offers / handles any assistance required on all telephone related services, such as morning call service. 以专业水平回复电话，就任何与电话有关的服务，如唤醒服务，提供帮助 Ensure all overseas messages are delivered to the hotel guests promptly. 确保将所有长途电话留言实时递送至酒店客人处 Ensure all related equipment is functioning in order. Such as the PABX system, the computer printouts on all long-distance calls, the call accounting interfaces system, the voicemail system, the “wake-up call” system as well as the “music-on-hold” system. Report any irregularities to the Guest Service Manager or Supervisor at once. 确定所有相关设备运转良好，包括电话系统，所有长途电话的计算机打印输出，数据转换的接口系统，语音信箱系统，唤醒电话系统以及电话等候音乐系统等。若出现反常情况应立即通知宾客服务经理或主管 Ensure all respective associates are informed at once in case of emergency, such as fire, bomb threat. 确保在出现紧急情况诸如火灾，炸弹恐吓时立即通知相关员工 Handle guest complaints and report daily occurrence and irregularities to the Service center Manager / Supervisor. 处理客人的投诉电话并向宾客服务中心经理、主管汇报每日事务和异常情况 PERSONAL SPECIFICATION 个人能力描述 1. Pleasant personality, fluent in English with the knowledge on personal computer. 性格友好，流利英语，懂计算机使用技能 2. Strong sense of principle, professional management ability ,a good team spirit of collaboration, excellent interpersonal skills, honest and reliable, Decency 原则性强，职业化规范度高，具有良好的团队协作精神，出色的人际交往能力，诚实可靠、品行端正  3. Have a strong sense of responsibility and learning ability, a good team spirit of collaboration 具有较强的工作责任心和学习能力、良好的团队合作意识

现招聘宾客服务中心接线员，要求能用英语进行简单工作交流，能接受夜班。熟练使用OPERA系统优先录用 Job Knowledge / Skill: Basic knowledge of hotel & Front Desk Good English language skill and good communication skill 专业知识/技能:  具有对酒店行业以及前厅部基本知识的了解 良好的英语能力以及沟通技巧 Assist guests efficiently, courteously and professionally in all Reception related matters. Maintain a high standard of service and quality delivery at all times; when answering telephones, registering guests, assigning rooms, checking out guests and assisting in different requests 高效、优质、彬彬有礼、热情周到地帮助客人，回答客人电话、登记客人入住、分配房间、 帮助客人結帐离店以及满足客人其它合理的要求。随时保持高标准和提供优质服务 。 酒店福利 1.海南省外员工工作满一年，可以报销雇佣地到三亚的入职交通费； 2. 员工每年可以为直系亲属申请免费宿舍探亲房福利，最长可达15天； 3.当月酒店生意额完成预算，当月员工均可以享受到最高五百块人民币的绩效奖金； 4.工作满一年可申请一次免费住喜来登海景客房一晚（含双早）； 5.所有岗位均包食宿（宿舍免费WIFI、空调、洗衣机），上下班有免费员工班车接送； 6.所有员工均购买五险一金； 7.所有员工工作满一年，均可享有5天带薪年假和5天带薪奖励假； 8.正式员工享有本酒店餐饮五折，集团姐妹酒店优惠客房和餐饮折扣.

负责为酒店内外，员工和客人之间提供灵活、高效地沟通与交流。 Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications. 根据操作程序，对总机交换台，传呼系统和相关的电脑设备运用自如。 Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures. 快捷、礼貌和准确地为本地及国际电话进行转接。 Connects local and international calls quickly, courteously and accurately. 按要求提供准确的自动或人工电话叫醒服务。 Handles wake-up calls as requested with accuracy, whether they are automatic programmed or personal wake-up calls. 熟练地应对各种紧急情况。在遭遇严重事件的状况下，保持冷静的头脑、警惕的神经和专业的判断力，并能高效地进行处理。 Acts proficiently in all aspects of emergency procedures.  Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion. 为客人及员工提供优质的接线服务，及尽可能多的酒店周边地区的相关信息。 Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and Activities in and around the island. 接收并传递信息给客人及酒店员工。 Accepts and relays messages for guests and hotel personnel. 始终保持礼貌和友好的服务形象。 Projects the image of courteous, friendly service at all times. 应答并转接所有内部及外部电话。 Answers and connects all incoming calls from both in and out of house. 协助礼宾部和前台处理未尽的留言、传真等。 Coordinates with Concierge and Front Desk with pending messages, faxes, etc. 熟悉餐饮方面的知识，以便于高效和礼貌的回应客人的询问。 Be fully conversant in all aspects of Food and Beverage outlets in order that all guests’ queries can be handled efficiently and courteously. 为客人提供准确的留言， 叫醒， 预定及点单服务。 Takes accurate messages, morning call requests, reservations and orders for/from guests. 确保所有的预定、点单及等要求的准确，并快捷地传递给相关的部门。 Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times. 向主管和值班经理汇报所有客人的投诉。 Reports to supervisor and Duty Manager on any guest complaints. 阅读交接班纪录，并与同事和主管进行沟通。 Reads the logbook, and communicates with colleagues and supervisor. 转接外部电话至客人或酒店的服务部门/服务设施。 Transfers outside calls to either guests, or hotel services/facilities.