Marriott 职业

DTS Agent 乐意服务中心(总机)专员

西安萬麗酒店
西安, 中国
客房和宾客服务运营


职位描述

职位发布 Jun 11, 2018
职位编号 18000991
工作类别 客房和宾客服务运营
地点 西安萬麗酒店, 西安, 中国 在地图中查看
品牌 万丽酒店及度假酒店
编制 全职
职位类型 非管理人员/小时工

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SPECIFIC DUTIES 工作任務 :

 

l  Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas.Has a thorough knowledge of guestrooms including:  locations, views, amenities, features, types, etc…

了解酒店,酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息, 例如位置,景色,提供物品,特色及房间类型等。

l  Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures.

运用礼貌并适当的电话礼仪接听客人的电话,并对客人提出的合理要求提供最好的服务。

l  Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.

作为酒店,餐厅,酒吧及礼品部等开展的促销活动的代表。

l  Be able to give accurate directions and information regarding the immediate and metro area.

能向客人提供准确的地铁乘坐指示及信息。

l  Handle all emergencies according to established procedures.

能运用相关程序处理所有紧急事件。

l  Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner.

本着及时坦率的专业态度,确保所有客人的投诉都被记录于客户回访项目中。

l  Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. Practice empowerment!

确保对客人所提出的问题都能给以及时及满意的答复,以及时和专业的态度完成对客人的承诺并能后续跟进。付诸于行动。

l  Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available.

确保对所有个人被委托进行的后续跟进都做好相关记录,并附有所有与之相关的信息。

l  Each associate is expected to carry out all reasonable requests by the management, which the associate is capable of performing.

要求每一个员工在其能力范围内执行所有合理的经营决策。

l  Constantly updates himself/herself with local activities and current events in order to provide 

guests with information.

对本地所举办的各项活动及会议信息保持不断更新,从而向客人提供实时的信息。

l  To consistently practice the 20 basics.

贯彻20条服务精神基本须知。

l  Establish a good working relationship with other departments.

与其他部门建立良好的工作关系。

l  Have knowledge of hotel rates, discounts, and how to handle each.

了解并知道如何处理与酒店房价和折扣相关的问题。

l  Have working knowledge of reservations and Fidelio procedures. Know cancellation procedures and walk procedures.

了解与预订和酒店所用管理系统相关的工作知识。了解取消预订以及订预定的程序。

l  Handle all wake-up call requests and repeat information to the guest to ensure proper handling of wake up calls in the morning.

处理所有叫醒服务要求,并向客人重复相关信息以确保早上能准时叫醒客人。

l  Set wake up clock or input as requested as they come in.

及时地为客人设定其所要求叫醒闹钟。

l  Handle fax and messages per outlined procedures.

按照程序处理客人的传真和留言。

l  Attend all scheduled departmental meetings.

参加每月部门会议。

l  Timely submission of assigned projects by supervisor or management.

及时完成资深接线员及经理委派的任务。

l  Maintain cleanliness and neatness of work area.

保持工作环境的干净整洁。

l  Be familiar with and follow all hotel safety and accident prevention procedures.

熟悉并遵守酒店安全防卫条例。

l  Handle all telephone maintenance and installations accordingly.

处理所有电话维修及安装事宜。

l  Maintain close control and inventory of supplies and equipment. Everything in Working Order (EIWO).

监管并保证所有供应品及设备都完好无损。确保所有物品都能正常使用。

l  Understand and adhere to budgeted wage and hour limitations for staff.

了解员工薪酬待遇,并遵守工作时间。


 
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