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列表 明细
薪资: 6千-8千 经验:3年以上 企业类型:国际高端酒店/5星级
地区:云南-丽江 食宿:提供食宿

岗位职责:Maintaining a consistently high standard of operation and customer service within the department and ensuring all communications relating to hotel both external and internal are actioned efficiently to all guests.对宾客服务热线进行日常管理,使维持高标准的对客服务,确保内外沟通的快捷有效。 1. Communicates effectively both orally and in writing to provide clear direction to team member. Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers disciplinary procedures for Hotline team member. Monitors business forecast and makesteam membering adjustments as required.与员工有效的沟通,提供明确指示,关注员工的表现并给予激励。依相关程序面试,挑选,培训,督导,评估,宾客服务热线员工。2. Reviews VIP arrival and ensures proper handling of VIPs and groups, Ensure the correct operation of the switchboard to effect the fast and efficient transferring of internal and external calls and all customers requests including wake up calls are actioned speedily and in accordance with procedures  as laid down by the Front Office Manager。关注VIP预抵及团队客人。确保所有的电话转接高效有序,叫醒电话准确无误。3. Computes daily payroll, schedules, and other reports. Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly report for related department .估算每日薪酬,进程表及相关报表。根据之前的经验及详细预订情况对数据进行分析。为相关部门准备日报表和周报表。4. Carry out interviews for prospective telephone operators, ensure departmental orientation is carried out for new members of the team and supervise training, training schedules, records and corrective/re-training .Ensure the Front Office Manager is kept fully aware of any relevant feedback from either customers or other department . .应聘,培训,监督,管理新进员工。将客人和其他部门的意见和建议及时反馈给前厅部经理。5. Leads and motivates team members by leading by example and employing competent and consistent management practices.通过训练及一致的管理,领导和激励团队员工。6. Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required.积极地参加职业培训,让员工保持水平一致。7. Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.做员工的导师,提高员工水平,促进他们完成所设立的目标。8. Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.根据希尔顿PDR标准,进行1:1的面谈,确保对每个员工的公平,为员工提供继续发展的平台。9. Is involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.培训部门高潜能员工,促进工作水平的提高及进一步的职业规划。10. Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.致力于酒店工作,为酒店发展提供创造性的建议,为顾客和整个团队提供高品质服务。11. Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.负责培训新员工,使其尽快达到胜任工作的最低标准,了解公司的期许与要求。12. Takes an active role in the Hotline team, ensuring effective communication and working as a team in order to reach goals and targets.在宾客服务热线团队中扮演积极角色,有效的沟通,确保达到目标。13. Greets all guests communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.用热情的语调问候所有宾客,让他们觉得倍受欢迎。14. Manages guests communication in an efficient and effective way, ensuring that guests are not delayed and that replies or follow up is made within Hilton Brand Standard timings.及时有效的和宾客沟通,确保给顾客及时的答复。15. Transfers all internal and external guest calls to the appropriate party correctly, with minimal delay.及时准确的为国内外宾客转接来电。16. Handles and delivers messages in a confidential and professional manner, maintaining guests privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.准确,及时,安全的传递客户信息,确保顾客隐私。17. Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests privacy at all times and adheres to Hilton Brand Standards for communication.遵循希尔顿品牌标准,保护客人隐私,防止酒店数据泄露。18. Handles complaints promptly and efficiently, taking the necessary action, and informing the Hotline Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.采取必要行动,及时有效的处理顾客的不满,适当的时候告知宾客服务热线经理或宾客关系经理。回访客人,确保客人对解决方法满意。19. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.维护顾客档案和信息,确保预订的有效性和准确性。20. Ensures that VIP guests are treated personally and recognized as an individual.确保VIP客人的待遇。21. Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received.引入新的荣誉客会会员,确保会员应得利益,为会员提供优质专业的服务。22. Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.将顾客信息录入酒店管理系统,确保团队成员能清晰明白。23. Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.遵循希尔顿品牌标准。24. Is up to date with information and has detailed knowledge of facilities, attractions, places of interest, sights and activities in and around hotel. Imparts this knowledge to other team members.了解酒店周边地区的最新信息,名胜,风景地等,为顾客提供方便。并于团队成员分享   。                      25. Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT.与餐饮部,客房部,工程部,IT等进行有效的沟通和合作。26. Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.对酒店设施设备的非正常运转予以及时报告,并跟进直至问题解决。27. Ensures that the Guest Service Manager is kept aware and up to date of operational issues.对于特殊事件确保及时知会宾客关系经理。28. Carries out administrative duties of the department where required, including typing, printing, binding, and filing.如有需要,完成部门的行政任务,包括打字复印,装订等。29. Spot checks team members to ensure quality and maintain consistency.对团队成员进行不定时的检查,确保服务的质量和一致性。30. Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.确保信息的有效传递,及时解决问题提高满意度,参加例会及日常会议等。32. Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist and trace reports.确保完成前台每日的任务,包括但不局限于核对,报告,信用额度核对,电脑数据备份等。33. Ensures that the Hotline stock is managed and not wasted, maintaining costs where able.确保宾客服务热线存货足够,避免浪费。34. Keeps up to date and aware of competitor activities in order to be informed.警惕商业竞争行为,并及时上报。35. Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.遵照执行健康安全,危机管理,灾难救助,火灾预警程序。必要的时候加入救火。36. Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.严格遵守现金收付手续,收取现金,信用卡,转帐,代金券等。37. Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.收取现金,信用卡,代金券,公司或第三方付费等服务时要严格遵守酒店规定。38. Correctly posts charges for telephone charges and the business centre, as well as manage the hotels communication system to ensure that there is no loss of revenue.准确收取电话和商务中心费用, 连同处理酒店沟通制度,确定没有收入的损失。39. Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.抓住商机,用合理的方式提高酒店收入,确保客人物有所值。40. Adhere to the hotel’s security and emergency policies and procedures.坚持酒店安全制度、紧急情况处理规定和程序。41. To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations.确保员工充分的理解并遵守员工手册内容。42. Carries out any other reasonable duties and responsibilities as assigned.完成任何其他合理的职责和被指派的职责。岗位要求:1. College graduate, excellent command of written and spoken in English and Chinese language.大学专科,良好的中英文读写能力。2. 2-3 years working experience with same position in Brand Hotel两至三年同等岗位品牌酒店工作经验。3. Good community ability required.较好的沟通能力。4. Good mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.优越的数据理解性,能对日常营运的数据给予合理恰当的解释。5. Ability to read, write, speak and understand the English language to communicate    effectively with guests and employees.能有效的用英语沟通交流。6. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.擅长于处理宾客关系,能快速有效的应对各种问题。7. Has detailed knowledge and understanding of computer application and their use, that can effectively demonstrated.能熟练的掌握和运用电脑。8. Interpersonal skills to provide overall guest satisfaction.以较强的人际交往能力提高客人满意度。9. Ability to work under pressure and deal with stressful situations during busy periods.能在强压下胜任工作。10. Thorough organization and supervisory skills proficient in accomplishing the task.组织管理与督导能力。 11. Working experience within Hilton Group prefered..有希尔顿集团内部酒店的工作经验者优先。

薪资: 4千-8千 经验:3年以上 企业类型:国际高端酒店/5星级
地区:内蒙古-包头 食宿:提供食宿

岗位职责1.管理总机房员工;负责总机房的日常组织工作。2.确认所有的叫早电话已经记录,并且已经落实。3.有效地管理本市和长途电话设备,及接线员处理电话,确保有效的总机服务。4.管理对客留言和传呼服务,确保留言转接服务设施的有效运转。5.对内部工作程序,员工考勤,三个班次的运转的组织和内部管理。6.熟悉酒店的所有分机号码。 7.健全各种问讯资料。岗位要求1.大专以上学历,同岗位经验优先。2.口齿清楚,音质优美,待人热情,工作负责。3.英文会话流利。4.通晓酒店的服务设施、各营业点的服务项目、服务时间以及收费标准,掌握总机房所有设备的操作程序,机器性能。

薪资: 6千-8千 经验:不限 企业类型:国内高端酒店/5星级
地区:海南-儋州 食宿:提供食宿

工作职责:   (一)管理宾客服务中心的日常工作,管理部门员工,依据酒店的标准和程序,确保提供给客人礼貌和专业的服务。(二)经常与前台接待,预订部,礼宾部,餐厅,客房部和销售部做好沟通交流。(三)熟悉酒店的房型和房间状态,介绍给询问的客人和订房的客人。(四)与前台收银处协作核对电话收费的金额,确认电脑计费是否正确,以确保所有客人的电话单在客人退房前记入客人账单中。(五)熟悉酒店的产品知识及促销活动,熟悉餐厅及各营业区的位置及电话号码,熟知每日在酒店内举行的宴会及其他活动。(六)保持电话房整洁。(七)掌握紧急事件处理程序,对紧急事件处理程序至少每月复习一次。(八)接听火警警报;接到消防监控中心报火警,记下报告时间及报告人,通知大堂副理、值班工程师和消防队查看,在记录本上记下通知时间和被通知人员姓名,等候大堂副理的进一步指示。(九)确保服务质量处于最好的状态,向客人提供优质的、标准的、有礼的服务,通过有礼、热情和提高效率的服务建立良好的形象。(十)制定培训计划,确定培训内容,进行职业培训,并监督执行。激励员工的工作热情。每年对员工进行绩效考核。(十一)定期更新系统里的酒店电话薄,并分发到相关部门。(十二)组织员工参加消防安全培训,参加酒店消防演练工作。任职资格:(一)大专及同等学历以上,2年以上五星级酒店同岗位工作经验。(二)具有酒店总机服务和管理两年以上经历,熟知酒店总机、前台、客房操作流程。(三)工作勤奋,具有良好的沟通和协调能力,电脑操作熟练。(四)普通话标准,英语听说读写流利,品貌端正。(五)反应灵活,沟通能力和销售能力强。

薪资: 6千-8千 经验:不限 企业类型:国内高端酒店/5星级
地区:福建-福州

负责为您服务中心的营运和管理

薪资: 6千-7千 经验:5年以上 企业类型:国际高端酒店/5星级
地区:湖南-长沙 食宿:提供食宿

岗位职责1.负责管理服务中心,确保员工提供礼貌、快捷、有效率的服务给酒店客人及其他部门同事。2.全面掌握服务中心的各种设备及系统的使用方法和功能。3.掌握各种电话的不同收费标准及结算方法。4.熟悉酒店的各项产品知识和服务内容,具备独立处理业务和事务的管理能力。5.对员工进行培训、考核和评估,不断提高员工的业务知识水平,确保员工对酒店产品知识及服务了然于心。6.制订部门的工作计划、检查、督导、落实执行情况并向上级汇报。7.确保发生任何紧急情况时,服务中心可以有效运作。岗位要求1.全日制大专以上学历,中英文书写及沟通能力突出。2.具备五星级国际品牌酒店同岗位工作经验1年以上。3.声音甜美,沟通及协调能力强,且具备良好的团队管理能力。4.具备抗压性,身体健康,学习能力强。

薪资: 5千-6千 经验:不限 企业类型:国际高端酒店/5星级
地区:广东-深圳 食宿:提供食宿

岗位职责1.管理总机房员工;负责总机房的日常组织工作。2.确认所有的叫早电话已经记录,并且已经落实。3.有效地管理本市和长途电话设备,及接线员处理电话,确保有效的总机服务。4.管理对客留言和传呼服务,确保留言转接服务设施的有效运转。5.对内部工作程序,员工考勤,各班次的运转、组织和内部管理。6.熟悉酒店的所有分机号码。 7.健全各种问讯资料。岗位要求1.大专以上学历,有同岗位工作经验3年以上。2.口齿清楚,音质优美,待人热情,工作负责。3.必须会说和听懂宾客使用的主要语种,英语流利。4.通晓酒店的服务设施、各营业点的服务项目、服务时间以及收费标准,掌握总机房所有设备的操作程序,机器性能。

薪资: 4.5千-6.5千 经验:不限 企业类型:国际高端酒店/5星级
地区:广东-东莞 食宿:提供食宿

Guest Service Center Manager 宾客服务中心经理

薪资: 5千-6千 经验:不限 企业类型:国际高端酒店/5星级
地区:山西-忻州 食宿:提供食宿

 岗位职责1.管理总机房员工;负责总机房的日常组织工作。2.确认所有的叫早电话已经记录,并且已经落实。3.有效地管理本市和长途电话设备,及接线员处理电话,确保有效的总机服务。4.管理对客留言和传呼服务,确保留言转接服务设施的有效运转。5.对内部工作程序,员工考勤,三个班次的运转的组织和内部管理。6.熟悉酒店的所有分机号码。 7.健全各种问讯资料。岗位要求1.中专以上学历,同岗位经验优先。2.口齿清楚,音质优美,待人热情,工作负责。3.必须会说和听懂宾客使用的主要语种,英语流利。4.通晓酒店的服务设施、各营业点的服务项目、服务时间以及收费标准,掌握总机房所有设备的操作程序,机器性能。

薪资: 6千-8千 经验:不限 企业类型:国际高端酒店/5星级
地区:江苏-南京 食宿:面议

工作描述Job Description1.专业、及时、合理地跟进客人的需求。Follow up guest needs in a professional, timely and reasonable way.2.负责保证有关客人或运营事宜都反馈至客人意见中心区,并记入客人历史数据库 。Centralized Guest Response area and are updated in all necessary Guest History databases.  3. 对宾客服务中心和商务中心所有的服务项目维护高的服务标准。Remain the high standards for all service items in guest Service Center and Business Center.4. 确保积极参与并实施有效地内部沟通。Assist in ensuring effective internal communication and play an active role in this.5. 建立系统获取客人反馈并定时向前厅部经理汇报。Set up systems to capture guest feedback and present this to the Front Office Manager on a regular basis.任职资格 Qualification1. 掌握通讯服务部工作知识并且十分熟悉宾客服务中心日常运行Good knowledge and very familiar with GSC operation2. 熟练使用OPERA,PABX 和FCS系统Opera, PABX and FCS skills3. 熟练掌握设备知识Good knowledge of concerned communication equipment4. 熟练操作话务台,掌握各种能力,良好的英语能;良好的管理能力。Good knowledge of console operatio,Good English language skill; Good supervisory skill5. 3年以上相关工作经验,至少一年以上五星级酒店宾客服务中主管工作经验,3 years concerned working experience or above required, and at least one year Guest Service Center supervisor experience in 5 start hotel.

薪资: 6千-8千 经验:5年以上 企业类型:国际高端酒店/5星级
地区:广东-广州 食宿:提供食宿

1.流利的英文口语,能够使用英文熟练进行听说读写2.熟悉前厅工作,具备前厅技能和知识3.具备同等级别酒店总机主管或经理经验者优先考虑【只接受内部调动】

薪资: 5千-6千 经验:5年以上 企业类型:国内高端酒店/5星级
地区:重庆 食宿:提供食宿

1.监管电话房的整体工作Supervise the overall activities at the PABX room.2.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.3.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.4.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.5.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.6.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.7.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.

薪资: 7千-1万 经验:不限 企业类型:国际高端酒店/5星级
地区:贵州-贵阳

岗位职责:1.Lead and manage Operator department and ensure all service standards are followed.领导与管理总机部门的各项工作,保障服务按流程标准进行。2.Ensure all communications relating to hotel both external and internal are actioned efficiently to all guests. 确保快捷有效传达信息,为客人提供服务。3.Develop and implement procedures for proper handling of in- and out-going telephone calls, faxes, rental equipment, and other telecommunication services.恰当地执行和处理打进和转出的电话,传真,设备出租以及其他宾客服务相关事务。4.Investigate complaints regarding telecommunication services and operator and technicians, take appropriate actions.处理关于宾客服务、接线员、技术员的投诉并采取适当的措施。5.Manages and monitors the operation of all equipment’s, software, hardware and ensure all units are working and installed properly.对所有环节进行监督管理,包括所有设备及软硬件设施,保证每个单元都能正常运行并准确安装。6.Prepare and controls departmental budget.准备并控制部门预算。7.Training and development team members.对员工进行培训和评估。岗位技能:1. Be familiar with  Opera system.能熟练操作Opera系统。2. Excellent Skill in communicating and Fluent in English.出色的沟通技巧,良好的英文表达能力。 3. Good guests service sense and professional skills.具备较强的宾客服务意识和专业技能。 4. 1 year’s experience in a similar role in a luxury international hotel.曾在奢华酒店同等职位工作至少1年。5.Bachelor degree and above. 大学本科及以上学历。 

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