宾客服务中心领班 Team Leader-Guest Service Centre

§ 为所有来电者提供专业礼貌、关怀备至的高水准的服务。
Provides the appropriate level of
professional, courteous and caring service to alln visitors to the division.
§ 确保所有员工遵循品牌承诺并始终提供优异的对客服务。
Ensures all employees provide a courteous and
professional service at all times.
§ 礼貌并有效地处理客人和员工的询问，对于无法立即处理的投诉和提出的问题，应汇报上级，并迅速跟进及时反馈结果。
Handles guest and employee enquiries in a
courteous and efficient manner, reporting complaints or problems if no
immediate solution can be found, whilst feeding back a prompt follow up.
§ 保持与顾客和同事之间良好的合作关系。
Maintains positive guest and colleague
interactions with good working relationships.
§ 协助副经理确保宾客服务中心按照既定的理念顺畅运作，并随时提供礼貌、专业、快捷、灵活的服务。
Assists the Assistant Manager in efficiently
managing the Communication Centre according to the established concept
statement providing courteous, professional, efficient and flexible service at
all times.
§ 礼貌并有效地处理客人投诉和询问，对于无法立即处理的投诉和提出的问题，应汇报服务中心经理。
Handles guest enquiries in a courteous and
efficient manner and reports guest complaints or problems to Communication
Centre Manager if no immediate solution can be found.
§ 与客人之间建立和谐的客服关系并长久保持。
Establishes a rapport with guests,
maintaining good customer relationship.
§ 根据操作程序，对总机交换台，传呼系统和相关的电脑设备运用自如。
Confidently operates switchboard consoles,
paging system, and associated computer equipment in accordance with
departmental procedures.
§ 签发员工申请表和采购单及维修单。
Issues Job Requisition / Orders and repair
orders for maintenance.
§ 确保服务中心的设施干净并得到妥善保养，保持库房整洁。
Ensures
cleanliness and maintenance of the Communication Centre, equipment and storage.
§ 负责向所有来电者提供友善、有效的服务。
Responsible
for the provision of friendly and efficient service to all callers.
§ 经常性地亲自确认客人、员工及公共区域的访客得到符合酒店标准的服务。
Personally
and frequently verifies that guests, employees and members of the public
utilising the Communication Centre services are receiving service in line with
Hyatt International standards.
§ 确保正确处理及分发所有客人的留言、邮件及传真。
Ensures that
all guests’ messages, mail and fax are handled and distributed properly.
§ 贯彻主人翁精神，并以身作则。保持良好的商业意识，尽可能抓住每个盈利机会。
Exemplifies
and instils upon the employees the ownership and a sales attitude to maintain
awareness of all sales opportunities within the Hotel.
§ 保持设备的良好工作状态，并在需要时提出维修要求。
Ensures
operating equipment is maintained in good working order and to report
maintenance requirements.
§ 更新布告板的信息。
Updates the
white board.
§ 阅读交接班纪录，并与同事进行沟通。
Reads the
logbook, and communicates with colleagues.
§ 转接外部电话至客人或酒店的服务部门/服务设施。
Transfers
outside calls to either guests, or hotel services/facilities.