北京 [切换城市] 北京招聘北京行政/后勤招聘北京前台接待/总机/接待生招聘

总机主管 Operator Supervisor(职位编号:3)

北京JW万豪酒店

  • 公司规模:500-1000人
  • 公司性质:合资(非欧美)
  • 公司行业:酒店/旅游

职位信息

  • 发布日期:2013-09-18
  • 工作地点:北京-朝阳区
  • 招聘人数:1
  • 工作经验:一年以上
  • 学历要求:大专
  • 语言要求:普通话精通
    英语熟练
  • 职位类别:前台接待/总机/接待生  

职位描述

1. Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc …

了解酒店、酒店员工以及所有运营服务部门及相关服务区域的营业时间。充分了解酒店客房,包括:房间的布局、景色、便于设施、特色、类型等

2. Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures.

通过礼貌及适合的电话服务程序为酒店的客人提供最好的服务。

3. Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.

作为推销酒店、餐厅、酒廊及礼品店等的代表

4. Understand various payment options and procedures of Room Service. (JW only)

了解送餐服务的流程及各种付款方式(仅JW)

5. Be able to give accurate directions and information regarding the immediate and surrounding area.

能够指出准确的定位及信息对于酒店的直接和周边区域

6. Handle all emergencies according to established procedures.

掌握所有紧急情况的规定处理程序

7. Ensure all guest complaints are recorded in the Guest Response Program (use “FCS Connect” for JW; “MR.BIV” for RC) in a timely and directly professional manner.

确保所有客人投诉都以及时及直接专业的态度输入到客人反馈系统中(JW使用“FCS系统”,RC使用“MR.BIV系统”)

8. Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. Practise empowerment!

确保所有客人的提出的问题都能够给予以客人满意的解决方式给予客人反馈,所有承诺的赔偿都能做到,所有客人都能得到及时专业的服务方式。熟练授权

9. Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available.

确保所有需跟进的个别的要求都抄送在事件报表中及任何其它需要提供相关信息的表

10.Each associate is expected to carry out all reasonable requests by the management, which the associate is capable of performing.

期望每个员工都可以执行领导层的要求

11.Constantly updates himself/herself with local activities and current events in order to provide guests with information.

自己不断的更新关于本酒店活动及事件的信息,以便于更好的为客人提供信息

12.Assist those who are on duty with questions or problems that may arise. Be able to take ownership of problems and resolve them.

协助当班的员工发现可能出现的问题,能够承担责任并解决问题

13.Audit work for accuracy and consistency. Take corrective measures where errors surface and report immediately anything out of the ordinary to the Manager of AYS.

检查工作的准备性及连贯性。采用正确的办法解决错误,并把违返规定的事情及时汇报给AYS经理

14.Schedule the roster according to business needs. Monitors attendance records, sick leaves, overtime, and vacation levels.

根据工作需要进行排班。监管员工出勤、病假、加班及假期等

15.Ensure staff is properly groomed and uniformed at all times.

确保员工仪容仪表及工作符合要求

16.Promote and display teamwork throughout the hotel.

工作中提升和表现团队合作精神

17.Oversees the operations in the absence of the Manager of AYS.

在AYS经理不在的情况下,协助监督运营工作

18.Be involved in interviewing, new hire orientation and training.

参与部门招聘、新员工入职培训及其它培训工作

19.Communicate daily with manger to assure consistency and pass-on of pertinent information.

与经理沟通每日工作相关的信息,保持工作安排上传下达的连续性

20.Conducts effective Coaching and Counselling.

进行有效的工作和心理辅导

21.Assists the Manager of AYS in preparing annual Performance Appraisals.

协助AYS经理准备年度评估

22.Establish effective 15-minute training and briefing with associates prior to reporting to stations.

坚持每天进行15分钟的例会与培训,汇报目前状况的内容优先

23.To consistently practise the 20 basics (JW) and Gold Standards (RC).

坚持练习20条BASICS(JW)及黄金准则(RC)

24.Establish a good working relationship with other departments.

与其它部门建立良好的合作关系

公司介绍

北京JW万豪酒店坐落于繁华商业中心,是北京现代化超大型建筑集群华贸中心的一个组成部分。华贸中心拥有三幢顶级写字楼、超过900个国际品牌的大型商场、高端的公寓住宅楼,是北京东长安街上又一重要地标性建筑集群。酒店地理位置优越,便捷的交通可抵达城市各个旅游景点及购物中心。

JW万豪是万豪集团旗下的顶级品牌之一,为纪念万豪集团的创始人JW万豪先生而得名。自1987年问世以来,JW万豪以其低调奢华的定位以及高端卓越的品质迅速成为全球酒店业的著名奢华酒店品牌并为广大商务人士熟知和喜爱。值得一提的是,为了保持其高品质的品牌形象,在任何一个城市只有一家JW万豪酒店,以此来满足顾客尊贵、个性化的需求。

愿您在JW万豪酒店开启成功之路!

联系方式

  • 公司地址:北京市朝阳区建国路83号华贸中心
  • 邮政编码:100025