Melia Connect Captain 服务中心领班

 Be responsible for the operation of the Service Centre.
协助前厅部经理负责服务中心的工作
 Ensure prompt, polite and accurate handling of all telephone calls and messages
确保迅速地有礼貌地和准确地处理所有的来电和讯息
 Be completely familiar with the hotel’s telephone system and related functions, i.e. voice mail, call logging etc.
完全熟悉酒店的电话系统和相关功能。例如：语音信箱，传呼系统
 Ensure that staff adhere to the hotel’s policies and procedures when carrying out their duties
确保员工当班工作时遵守酒店的政策和规章制度
 Ensure that the working area is kept clean and tidy at all times
确保每时每刻保持工作区域的干净和整洁
 Identify VIP, Melia Rewards, regular guest and long staying guest, thus build rapport to offer personalized service and assistance
识别贵宾及会员顾客和常规客人和常住客人并且亲善地提供个性化服务和帮助
 Responsible for prompt and accurate handling of guest’s wake up calls
负责迅速并准确地为客人提供叫醒服务
 Handling of guest and internal messages
负责迅速并准确地处理客人以及饭店各部门的留言
 Responsible for accomplishing or distributing guest’s request in accordance of one button service
负责接听服务中心服务电话并对客人的要求做出迅速地反应
 Set up systems to capture guest feedback and present this to the Front Office Manager on a regular basis
建立系统获取客人反馈并定时向前厅部经理汇报
 Assist with the preparation of performance reports for the unit
协助准备服务中心的工作执行报告
 Coordinate work operations within the unit
在部门内进行工作协调
 Develop performance standards for operations in the unit
提高部门的工作标准
 Assess work operations and prepare plans to implement change when required
评估工作表现并在必要时制订调整计划
 Prepare staff rosters to meet business demands
根据工作需要准备员工排班表
 Facilitate multi-skill
鼓励员工贯彻多技能
 Set team goals in consultation with team members according to hotel/department goals, policies and practices
根据饭店、部门目标的政策和实际情况与工作小组成员一起制定小 组目标
 Ensure all reporting and servicing deadlines are met on a timely basis
保证所有报告和服务都按时完成
 Ensure a high level of cleaning is maintained in work área
保持维护所在工作区域的高度整洁
 Cooperate smoothly with all internal department and external supplier to ensure accurate and efficient operation at all the times