领班-宾客服务中心

1.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，应汇报服务中心副理。
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.
2.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.
3.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.
4.签发员工申请表和采购单及维修单。
Issues Job Requisition / Orders and repair
orders for maintenance.
5.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.
6.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.
7.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.
8.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.
9.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.
11.实现协助客房服务、餐厅预订、客房协调、健身中心预约及工程部维修的职能。
Ensures that the
departmental functions of Room Service coordination, Restaurant reservations,
Housekeeping coordination, Fitness Centre reservations, and POMEC coordination
are carried out efficiently.
12.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.
13.更新布告板的信息。
Updates the white board.
14.阅读交接班纪录，并与同事和主管进行沟通。
Reads the logbook, and
communicates with colleagues and supervisor.
15.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.