上海招聘

  

Handles all internal and external guests enquire promptly with minimal delay, directing them to the correct party with which they wish to speak and providing information where necessary.

  

及时处理内部及外部客人的需求。转接到客人希望的相关部门并随时提供信息。

  

To effectively manage all hotel communications; telephone, fax, mail; in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.

  

及时有效并友善地管理酒店所有的沟通包括电话，传真以及邮件。确保当客人联系酒店时感受到欢迎。

  

Handles all messages in a private and confidential manner, ensuring privacy for the guest and that messages are received and delivered clearly, accurately and in a timely manner。

  

以保密的方式处理所有信息。确保客人隐私的同时清晰，准确和及时地收发信息。

  

Monitoring performance, providing guidance and make decisions.

  

监督服务，提供指导并做出决定。

    

Supervise the operation of the department and ensure that a high level of customer service is consistently maintained.

  

督导本部门的运作并确保高品质服务的连续性。

  

Deal efficiently and courteously with all customers’ requests by monitoring and following up with the according team members and correct channels.

  

监督并跟进本部门员工以合理的方式有效并友善地处理客人的要求。

  

Ensure the well being of all MAGIC Agents and Runners, compile departmental working schedules and ensure that departmental meetings are held on a regular basis in addition to daily briefings.

  

确保本部门员工在舒适的环境下工作。制定工作计划，除了召开日常例会外需经常地举行本部门会议。

  

Ensure that staffing levels are kept to cover business expectations, Training is carried out on an ongoing basis, development within the department is facilitated for all staff members and          reviews are carried out with all members of the team.

  

按运作需求安排人员。确保持续性的培训并对员工发展体系建立和回顾。

  

Train and shadow all new team members according to the training schedule.

  

按照培训计划对新员工进行培训和跟踪。

  

Ensure standards and procedures are set and understood.

  

建立标准和程序并使之明了。

  

Ensure the correct operation of the MAGIC Department

  

确保客服中心的正常运作。

    

Ensure the complete knowledge of all systems used in the MAGIC department

  

熟知客服中心使用的系统及设备。

  

Effect the fast and efficient monitoring and follow up of guest requests

  

快速有效地监督和跟进客人需求。

  

Ensure a high level of product knowledge of the hotel and local area

  

全面了解酒店及本地的产品知识。

  

Ensure the Front Office Manager is kept fully aware of any relevant feedback from customers, team members and other departments

  

确保前厅经理及时了解客人，员工及其他部门的反馈意见。  

  

To be fully conversant with the Hotel Emergency and Evacuation procedures

  

完全了解酒店的紧急预案及疏散程序。

  

To be well informed of specials of the day, promotions, daily events etc.

  

了解特殊日子，推广及每日宴会等。

  

Ensure PAR level of amenities and restock daily.

  

确保相关物品库存量及库存标准。

  

To be fully conversant with manual Front Office procedures to be used in the event of the Hotel’s systems being off-line

  

熟知在酒店系统瘫痪的情况下手工操作前台程序。

  

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