岗位职责 Job Responsibilities 1. 全面负责总机日常运营管理，快速、响应各类电话及宾客服务需求，保障高标准服务品质。 Fully manage daily PBX operation, and respond to calls and guest service demands efficiently and professionally. 2. 梳理宾客需求与反馈，优化话务流程、服务话术及应急机制，提升宾客满意度。 Analyze guest feedback, optimize call procedures, service scripts and emergency mechanisms to improve guest satisfaction. 3. 联动中式管家、礼宾团队，实现24小时无缝服务对接。 Cooperate closely with butler and concierge teams to ensure 24-hour seamless service connection. 4. 负责部门员工培训、排班及绩效管理，维持团队专业形象与高效服务状态。 Manage staff training, scheduling and performance appraisal to ensure professional and efficient team service. 5. 监控电话及配套设备运行状态，及时处理系统及流程异常，保障运营稳定。 Monitor telephone system and equipment operation, and handle technical and procedural abnormalities timely. 6. 参与服务质量提升项目，推进高效跨部门协作。 Participate in service quality improvement projects and promote cross-department cooperation. 7. 筹开期间搭建总机运营体系、SOP流程、服务标准及应急预案，参与系统测试、人员招聘与岗前培训，完善开业服务体系。 During pre-opening period, establish PBX operation system, SOPs, service standards and emergency plans; participate in system testing, recruitment and pre-opening training. --- 任职要求 Job Requirements 1. 5年以上奢华酒店前厅或宾客服务中心管理经验。 At least 5 years of management experience in luxury hotel front office or guest service center. 2. 熟练操作PMS系统、熟悉夜审流程，具备扎实的电脑操作能力。 Proficient in PMS system and night audit procedures with solid computer skills. 3. 具备优秀的沟通、团队管理及危机处置能力。 Excellent communication, management and crisis handling capabilities. 4. 英语听说读写流利，掌握多语言者优先。 Fluent English in listening, speaking, reading and writing; additional languages are preferred. 5. 有奢华酒店筹开经验者优先。 Luxury hotel pre-opening experience is preferred.