宾客服务中心主管-总机

岗位职责 Job Responsibilities
1. 协助监督、优化总机日常运营，保障服务高效合规、符合品牌标准。
Assist in supervising and optimizing daily PBX operations to ensure efficient, standard and brand-compliant services.
2. 协助团队管理、培训与督导，稳定服务质量。
Assist in team management, training and supervision to ensure consistent service quality.
3. 熟练操作酒店电话、呼叫系统及PMS系统，可处理基础设备故障。
Proficient in hotel telephone, call system and PMS operation with basic troubleshooting capabilities.
4. 对接管家、前台、礼宾团队，及时响应宾客需求。
Cooperate with butler, front office and concierge to respond to guest requests timely.
5. 处理客诉及各类突发事件，及时解决并上报。
Handle guest complaints and emergencies, provide timely solutions and make relevant reports.
6. 筹开期间参与SOP编写、系统测试、流程搭建及岗前培训，协助招聘并建立服务话术与质量标准。
Pre-opening responsibilities include SOP drafting, system testing, process establishment and pre-opening training; assist in recruitment and formulation of service scripts and quality standards.
任职要求 Job Requirements
1. 3年以上奢华酒店前厅或总机相关工作经验。
At least 3 years of front office or PBX working experience in luxury hotels.
2. 熟悉PMS系统及总机设备，具备突发事件处理能力。
Familiar with PMS and PBX equipment with good crisis handling skills.
3. 具备良好的服务意识、沟通能力及跨部门协作能力。
Possess good service awareness, communication and cross-department collaboration skills.
4. 具备良好的英语沟通能力。
Good English communication skills.
5. 有奢华酒店筹开经验者优先。
Luxury hotel pre-opening experience is preferred.