Job Purpose:
工作目的
Supervise and manage the operation of the PABX
room, overseeing and coordinating the activities of telephone operators to
ensure a smooth, efficient flow of transactions and courteous telephone
services are provided to all internal and external callers
监管电话房的运作,视察并协调接线员的工作,以确保对所有内部和外部的电话使用者提供顺畅有效的交流和礼貌周到的服务
KEY RESULT AREAS
主要工作职责
监管电话房的整体工作
Supervise the overall activities at the PABX room.
确保所有接线员能以专业水平接听电话
Ensure all telephone calls are handled professionally by all the Telephone
Operator.
确保所有长途电话留言实时递送至酒店客人处
Ensure all overseas messages are delivered to the hotel guests promptly.
确保所有长途电话留言实时递送至酒店客人处
Ensure all overseas messages are delivered to the hotel guests promptly.
回顾电话房的工作程序以便改进
Review the work procedures at the PABX room and modify to improve the
quality.
就每项工作任务,为所有电话服务下属和新员工提供适当的培训,确保工作遵守恰当的程序
Proper guidance / training to all Telephone Operator on each job task and
ensure the proper procedures are followed.
处理客人的投诉并向宾客服务经理汇报每日事务和异常情况
Handle guest complaints and report daily occurrence and irregularities to the
Guest Service Manager
确定所有相关设备运作良好,包括电话系统,所有长途电话的计算机打印输出,数据转换的接口系统,语音信箱系统,唤醒电话系统以及电话等候音乐系统等。若出现反常情况应立即通知相关服务承包商
Ensure all related equipment are functioning in order. Such as the PABX
system, the computer printouts on all long-distance calls, the “VMS” interfaces system, the voicemail
system, the “wake-up call”
system as well as the “music-on-hold” system. Report any irregularities to the respective service
contractor at once.
PERSONAL SPECIFICATION
个人能力描述
1.性格友好,有明显的领导素质,流利英语,掌握计算机使用技能
Pleasant personality with strong leadership quality,
fluent in English with the knowledge on personal computer.
2. 至少3年酒店服务经验, 其中1年主管经验
Minimum 3 years hotel working experience with at
least 1 year supervisory experience.
3.原则性强,职业化规范度高,具有良好的团队协作精神,出色的人际交往能力,诚实可靠、品行端正
Strong sense of principle, professional management
ability ,a good team spirit of collaboration, excellent interpersonal skills,
honest and reliable, Decency
4.具有较强的工作责任心和学习能力、良好的团队合作意识
Have a strong sense of responsibility and learning
ability, a good team spirit of collaboration