Guest Service Center Supervisor 宾客服务中心主管

  • 上海市青浦区
  • 长期
  • 全职
  • 14天前
Work alongside Smart Centre Agents ensuring the delivery of friendly and efficient guest service. 与同事紧密合作，确保向宾客提供符合品牌要求的服务体验。Be knowledgeable about hotel accommodation, restaurants & bars and other facilities & services. 了解酒店客房、餐饮、酒吧及其它服务设施。Always obtain up-to-date information from other departments and the local neighbourhood to keep colleagues informed e.g. F&B promotions, room packages, outlet opening and closing hours etc. 及时从其他部门和周边区域收集最更新的信息传递给同事们，如：餐饮优惠，客房优惠，各类场所的营运时间。Responsible for updating the hotel service directory. 负责更新酒店服务指南。Responsible for maintaining the FCS system. 负责维护FCS系统。
Monitor the IDD call and broadband revenue in comparison to cost, identify opportunities to enhance hotel revenue. 监管国际电话和宽带的净收入，发现能够增加酒店收入的机会。Monitor the type and quality of service request through FCS and identify if there are any service shortfalls. 通过FCS监管服务质量，找出服务存在的缺陷。Handle dissatisfied guests to resolve complaints and request assistance from other departments when necessary. 处理并解决客人的投诉，如有必要，可寻求相关部门的协助。Conduct telephone service standard evaluations for all departments on a monthly basis and report any deficiencies to the relevant Manager. 负责酒店月度电话礼仪考核，并向相关部门经理提供评估报告。Perform weekly audits on call center colleagues for review in rooms division meetings. 完成客服中心每周审核报告，以供房务部例会参考。Review reports available from the PABX system and review the average hold time, volume of calls per hour, percentage of answered calls, average call duration etc. Training and manpower allocation must be aligned with this information. 利用PABX报表数据分析话务量，包括平均用时，每小时的电话量，接话百分比，平均电话时长等。参考以上数据安排培训和人员班次。Able to perform all subordinates' duties. 熟悉并能承担部门所有班次。Ability to accurately take information and process guest requests into various information systems such as Micros, FCS or Opera. 能准确获取信息并将宾客的要求输入不同的信息系统，例如：Micros，FCS，Opera。Ability to follow up on jobs which have not been completed that impact on the guest. 跟进与客人相关的未完成事宜。Responsible for the training and development of the Smart CentreAgents. 负责部门员工的培训和发展规划。Prepare duty roster, always monitor call pattern in order to deploy colleagues effectively. 准备排班表，并根据通话量有效分配工作。Provide telephone etiquette training for all hotel colleagues. 为所有酒店同事提供电话礼仪培训。Conduct performance appraisal, ongoing coaching and counseling. 开展绩效考核，持续对员工进行辅导。Liaise and work closely with other departments to resolve any operational issues impacting the guest service. 与其他部门保持紧密联系，解决日常营运遇到的问题。Administrative and correspondence work. 处理行政信件。Ensure regular maintenance is implemented. 确保设施设备定期维护。Monitor the inventory of various telephone sets, PDAs, headsets. 监管各种电话设备，PDA，耳机的使用和库存数量。Fully understand hotel FCS, PABX including call accounting & voice mail systems and be familiar with the PMS; able to perform basic trouble shooting. 能熟练使用FCS,PABX（包括话费结算，语音信箱系统）和PMS系统，并排除基本故障。Coordinate service calls by system providers to ensure minimum downtime of all communication systems during the maintenance. 负责与系统供应商协作，确保所有通讯系统得到良好的维护保养。Be familiarwith hotel emergency procedures e.g. fire alarm 熟悉酒店紧急情况处理程序，例如：火警的处理。

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