【职位描述】
作为接线员，您将负责按照最高标准执行以下任务：
我将会做什么？
- 利用一切机会积极寻求客户和团队成员的口头反馈。
- 商定并实施行动去提高对客服务的质量。
- 及时有效地处理投诉，采取必要的措施，并酌情通知宾客服务经理采取后续行动。
- 跟进客人的投诉，确保客人对解决方案（服务补救）感到满意。
- 积极处理客人的投诉和意见，并从中吸取经验教训，向宾客服务主管进行跟进和反馈。
- 确保及时有效地回应所有顾客的要求和询问，同时在每天的高峰期的时候给予他人帮助。
- 及时处理所有内部和外部客人的询问，尽量减少延误，将客人引导至其希望联系的正确方，并在必要时提供信息。
- 以迅速、礼貌和高效的方式有效管理酒店的所有通信、电话、传真和邮件，确保客人与酒店联系时感到宾至如归。
- 掌握酒店及周边设施、景点、名胜古迹和活动的最新信息。
- 清晰、准确、及时地接收和传递信息并以私密和保密的方式处理和传递所有信息，确保客人的隐私。
- 积极主动地接待客人，协助他们满足任何合理要求。
- 熟悉希尔顿部门标准，遵守希尔顿品牌标准，确保整个运营标准的一致性。
- 熟悉操作电话、FCS、OnQ PM 和 Micros 系统。
- 在团队中发挥积极作用，态度和蔼，善于合作，乐于助人，不忘客人背后的人。
- 在宾客服务中心发挥积极作用。
What will I be doing?
As the Operator, you will be responsible for performing the following tasks to the highest standards:
• Actively seeking verbal feedback from customers and team members at every opportunity.
• Agree on and implement actions to make improvements to customer service.
• Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate.
• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Guest Service Manager.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting during peak periods each day.
• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.
• 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.
• Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
• Delivered clearly, accurately and in a timely manner. Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests
• Be proactive towards customers, assisting them with any reasonable requests.
• Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards.
• Familiar with operating the telephone, FCS, OnQ PM and Micros system.
• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
• Take on an active role in the Guest Service Centre.
【任职要求】
我们需要什么样的人才？
希尔顿接线员始终要以宾客的利益为重并与其他团队成员密切合作。要成功胜任这一职位，您应保持以下态度、行为、技能和价值观：
- 至少有 2 年在五星级国际品牌酒店担任相同职位的经验或类似行业的相关经验。
- 掌握基本的英语口语，以满足业务需求。
- 在工作中始终以客户为中心，保持高度的客户服务意识。
- 积极影响、承担个人责任并主动解决问题，与客人和同事进行清晰的沟通。
- 有上进心和责任感，以饱满的热情对待所有工作，抓住机会学习新技能或知识，以提高个人绩效。
- 灵活应变，对不断变化的要求做出快速、积极的反应，包括完成要求你完成的任何任务。
- 在追求团队目标的过程中，与同事合作并给予支持，从而保持高度的团队关注。
- 为改进酒店的运营/环境程序献计献策。
- 良好的组织和协调能力。
- 强烈的责任感和自我激励意识。
- 耐心负责地解决所有问题。
- 能够与团队成员保持良好关系。
在希尔顿工作会是什么感觉？
希尔顿是全球领先的酒店管理公司，横跨住宿领域，从豪华的全方位服务酒店和度假村到长住套房和中价位酒店。近一个世纪以来，希尔顿为商务和休闲旅行者提供了最好的住宿、服务、设施和价值。希尔顿致力于延续其传统，在其全球品牌中提供卓越的客人体验。 我们的愿景是 "让地球充满好客的光芒和温暖"，这使我们作为一个团队，每天都在世界各地创造非凡的接待体验。 而我们了不起的团队成员正是这一切的核心所在!
What are we looking for?
An Operator serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
• Understand basic spoken English to meet business needs.
• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.
• Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Good organization and coordination skills.
• Strong sense of responsibility and self-motivation.
• Patient and responsible to solve all problems.
• Able to maintain excellent relations with team members.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
