Essential Duties and Responsibilities – (Key Activities of the role)主要职责﹣(职务的主要工作)· In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known在经理缺席的情况下主持交接班说明会,确保员工了解酒店的活动和运营要求· Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques运用销售技巧和房间销售升级推广洲际酒店集团的产品和服务· Promote the Hotel’s (and ICHG generally) products and services推銷酒店(以及整个洲际酒店集团)的产品和服务· Maintain a high level of product and service knowledge about all ICHG Hotels in your region充分了解所在地区的洲际酒店集团成员的产品和服务· Prepare and execute action plans which increase reservation sales and associated business准备和执行增加预订销售和相关业务的工作计划· Record and process reservations made by phone/fax/email记录和处理通过电话,传真,电子邮件进行的预订· Accept wait list reservations接受等待名单预订· Process amendments to reservations such as extensions, early departures, etc修改延期和提前离店等特殊情况的预订记录· Manage “no show” reservations by investigation and recording of same调查和记录未按预订日期抵店的预订情况· Record special billing arrangements for groups and conventions对团队和会议的特别账单安排进行记录· Liaise with Front Office Manager or Credit Manager for all reservations requiring credit approval与前厅部经理或信用经理联系所有要求信用审批的预订事宜· Maintain knowledge of special rates/ offers/ promotions掌握关于特价,优惠,促销活动的信息· Monitor reservation levels and inform Managers of current and future occupancy rates监测预订情况,并向经理通报目前和将来的入住率· Prepare reports as requested (eg to travel agents, business houses etc)按照要求准备报告(如给旅行代理和商业机构报告等)· Prepare reservation sales reports准备预订销售报告· Works with superior on manpower planning and management needs和上级一起进行人力规划和管理需求。
工作职责• Interact with patients, answer patient inquiries and assist patient when required with any issue and actively seek for solution 、主动与患者沟通,解答患者疑问并协助其解决问题 • Responsible in collaboration with marketing department to investigate and resolve complaints from different open platforms.与市场部合作调查和妥善解决来自不同公开(媒体)平台的投诉 • Receive, handle, and resolve patient complaints (informal and formal) and concerns 为患者解决问题,处理投诉(正式/非正式) • Identify inpatient patient's/family's psychosocial concerns that affect patient care management and interact with patient/family/interdisciplinary team to facilitate the patient care process. 挖掘患者及其家属在治疗期间的心理需求并和临床团队协调,寻找更合适双方可持续提高护理质量的方式 • Actively collect feedback via different channel (internal/external) 主动从不同途径进行满意度调研 • Be alive to new ideas which could benefit the hospital and seek opportunities to continually improve patient service具创新思维,主动提出可提升客户满意度的建议 • Management of Patient Services public email account – process emails received, assist patients with inquires, complaints, seek assistance/information from the relevant departments and/or staff管理部门公共邮箱,处理邮件需求并与相关部门/同事合作解决问题 • Responsible for aesthetics and décor of facilities with emphasis on patient areas负责就诊区域的布置 包括节日特别布置和日常指示等 • Maintain a thorough knowledge of Basic hospital charges/ discounts/ packages/ facilities/ special events etc.全面了解医院的产品及设施和活动安排 ,随时更新相关知识 • Attend meetings as required.参与会议并作记录 • Tracking of patient lost and found items负责失物认领的保管和领取 • Patient gift supply maintenance ,keep working area tidy and orderly礼品日常存放和盘点,时刻保持工作区域整洁 • Flexibility take variety of shifts based on the department need, including weekends周末需轮班(每周休2天) Other Duties Performed – • General translation services一般(非医疗)翻译/口译服务 • Provides supportive services such as nearby hotel/restaurant information and/or help to arrange accommodation/food for needed customers协助外地来深患者的行程/住宿预订 • Provide clinic tours, when Marketing/VIP Department is unavailable有时需协助市场部/VIP,提供到院参观向导 • Assist patients with registration documents if needed 如有需要,协助病患准备病历注册文件任职要求Skills: • Excellent oral and written English • Flute Cantonese /Japanese will be plus • Ability to handle multiple tasks at one time; • Excellent communication skills • Excellent problem solving skills • Excellent computer skills (Word/Excel/PowerPoint);Knowledge: • Hospital or Hospitality knowledge would be preferable