珠海招聘

Primary Responsibilities 主要职责

1. To train and lead Supervisors and Guest Relations Officers to provide a high level of service by working in collaboration with the Training Manager for training needs to support this goal
以提供高质量的服务，与培训经理配合为主管和优越服务中心文员提供相应的岗位技能培训。

2. Ensure that the Guest Relations Officers are making every effort to satisfy guests by conducting random phone monitoring; and providing the necessary coaching and demonstrating effective service techniques for improvement
随机抽查电话接听情况，确保员工尽力服务顾客；如发现不足之处应及时给予服务技巧方面的指导和培训，提升电话接听的效率和效果。

3. Conduct daily test calls randomly to monitor service standards and effective telephone practices
每日随机测试优越服务中心文员接听电话的情况，确保其按照服务标准工作。


4. Communicate service request and fulfillment to team members and other departments including housekeeping, ticketing, facility and reservations etc.
与其他部门紧密联系，沟通顾客服务要求与完成情况。


5. Disseminate and ensure that all team members are briefed of any new promotions such as SOPs and product information in a timely fashion
向团队成员宣传并确保其及时了解酒店最新的促销活动：如操作流程和产品信息。

6. To support the Training Manager in conducting evaluations on team members to ensure that a high level of proficiency is achieved
协助培训经理评估员工的专业知识，确保其高效的工作。

7. Review of master file activity report daily for accuracy of service and guest information
每日检查工作报告，确保服务及客人信息的准确性。

8. Ensure that all priority service lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands
确保在工作时间内有充足的员工和电话线为客人提供服务。

9. Assist in any VIP services where required and ensure that all VIP profiles are updated as per SOP
协助VIP客人服务，并确保根据公司的标准及时更新所有VIP客人的档案。

10. Become familiar with the job scope of the Director, Priority Service Center and perform tasks as directed by him/her
熟悉总监的工作范围，并根据其指示完成工作任务。

11. Monitor and ensure that the Team Members perform their duties and responsibilities based on the established standards in a timely and professional manner
监督并确保员工严格遵守公司的标准，为客户提供专业、及时的服务。

12. Motivate the team to perform and achieve prescribed standards
激励团队成员以完成公司指标。

13. Supervise, mentor, coach, schedule and evaluate Team Members
监督、指导，安排并评估员工表现。

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JOB SPECIFICATION 职位要求

Qualifications学历

1. Minimum of College Diploma or University Degree
本科以上学历。

2. Certification in Hotel studies is an added advantage
酒店专业者优先考虑。


Required Work Experience 工作经验

1. A minimum of 5 years experience in a customer service environment is mandatory with at least 5 years at a supervisory level. Candidates with at least 2 years managerial experience is a plus
5年以上客户服务和担任主管工作经验，2年以上管理经验者优先。

2. Candidates who have hotel operator experience will have an added advantage
拥有酒店总机服务工作经验者优先考虑。

3. Must be computer literate and have internet awareness
能熟练操作电脑系统和计算机网络。


Required Knowledge岗位要求

1. Proficient in the use of Microsoft Office applications such as Microsoft Word and Excel
精通办公软件操作。

2. Candidates with Opera, FCS, Xtend, Respak system knowledge will be ideal but not necessary
懂得操作Opera, FCS, Xtend, Respak系统者优先考虑。


Skills / Abilities / Presence 其他技能

1. Candidates must speak fluent English and at least one other language/dialect such as Mandarin or Cantonese. Any other languages such as Korean or Japanese is a plus
精通英语以及广东话或普通话。懂得其他国家语言，如韩语或日语者优先考虑。

2. Pays attention to details and have strong customer service skills
关注细节和较强的客户服务技巧。

3. Possess strong team management skill
较强的团队管理能力。

4. A team player and takes initiative to assist other Team Members when required
拥有了良好的团队合作意思，能主动为同事提供帮助。

5. Must be willing to work any day of the week and on rotational shift
能随时投入工作和部门排班。

6. Well groomed and professional disposition
注重仪容仪表，保持专业形象。

Physical Requirements / Work Environment体力要求/工作环境

1. Work is carried out predominantly in the Priority Service Center office and are subject to change to meet business/operational needs
大部分工作在优越服务中心办公室内完成，但会因酒店业务或营运需要而变动。

珠海路坦信息服务外包有限公司是从事系统应用管理和维护、代订房、代订票、数据处理等信息技术和业务流程；并提供酒店管理、企业策划及市场推广服务的企业。