BASIC FUNCTION基本职责
Ensures that the department handles the hotel communication system and guest communication politely and efficiently.
确保本部门礼貌高效的处理酒店及对客通讯系统。
Handles incoming/outgoing calls courteously and promptly and performs to the standards established by Plaza Royale Hotels。
礼貌高效的处理酒店内外电话,执行豪廷酒店标准。
DUTIES AND RESPONSIBILITIES 职责和义务
1.Maintains high standard among staff regarding courtesy, politeness and efficiency.
保持员工礼貌高效的服务标准
2.Assists in solving guest problems and concerns and exceeds customer expectations.
帮助解决客人问题和需要关注的事情,提供超越客人期望的服务
3.Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services
开发和实施处理电话、传真、租赁设备、租赁电话线和其他通讯服务的程序。
4.Investigates complaints regarding the Telecommunication services and the Operators and technicians, takes appropriate actions.
就通讯服务和接线员和技术人员的投诉进行调查,并采取适当的措施。
5.Manages and monitors the operation of all equipment’s, software, hardware and endure all units are working and installed properly
管理和监督所有设备、软件、硬件的营运和保证所有的部件都正常安装和运作。
6.Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
监督语音留言/电话的营运以及维护系统运作报告的日记录。
7.Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager
监督和报告软件故障给供应商,同酒店系统经理协调内部问题。
8.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
维护适当的电话程序记录,维护房间状况记录达到品牌最低标准。
9.Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel.
维护程控交换机数据库系统和正常的服务,控制酒店所有的电话机达到优质服务。
10.Co-ordinate the reservations of meeting rooms
协助预定会议室。
11.Provide guests with all information on transportation, tours, city, and restaurants either through sales, reconfirmation or bookings
提供给客人需要的信息如:交通、旅游、餐厅,必要时帮助客人预定。
12.Updates guest needs and requests to guest profile.
将客人需求更新至客史记录
13.Carry out other tasks as directed by your supervisors.
完成你上级交代的其它任务。
JOB SPECIFICATION工作要求
1.College graduate
大学专科毕业
2.Good computer skills.
熟悉电脑技巧
3.At least 2 years’ experience in a hotel of international standard
至少2年以上在国际标准酒店工作经验
4.Verbal and written facility
口头表达和书面表达能力良好