Skip to the content

Guest Service Center Supervisor 宾客服务中心主管

2482x804-hotelfrontoffice
2482x804-hotelfrontoffice
crowne-plaza-endorsed-logo-plum-rgb-horz-en-eps
crowne-plaza-endorsed-logo-plum-rgb-horz-en-eps

Hotel Brand: Crowne Plaza Hotels & Resorts
Location: China, Hainan, Sanya

Hotel: Sanya Yazhou Bay (SYXYA), NO. 1 Xindao Street Yazhou Bay District, 572025

Job number: 130365

FINANCIAL RETURNS
财务回报

  • Bill call costs.
    提供电话费单据。
  • Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards 
    保持适当记录,以处理酒店计费系统中的电话,并按照品牌最低标准保持客房情况记录
  • Works with Superior and Human Resources on manpower planning and management needs
    与上级领导和人力资源部一起进行人力规划和管理需求。
  • Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
    运用销售技巧和房间销售升级推广洲际酒店集团的产品和服务
  • Promote the Hotel’s (and ICHG generally) products and services
    推销酒店(以及整个洲际酒店集团)的产品和服务
  • Develop and maintain a regular pattern of sales calls
    发展和保持定期进行销售拜访的模式
  • Prepare and execute action plans which increase reservation sales and associated business
    准备和执行增加预订销售和相关业务的工作计划
  • Maintain knowledge of special rates/ offers/ promotions
    掌握关于特价,优惠,促销活动的信息
  • Prepare reservation sales reports
    准备预订销售报告
  • Monitor reservation levels and inform Managers of current and future occupancy rates
    监测预订情况,并向经理通报目前和将来的入住率


PEPPLE
员工团队

  • In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known
    在经理缺席的情况下主持交接班说明会,确保员工了解酒店的活动和运营要求
  • Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval
    与前厅部经理或财务经理联系所有要求信用审批的预订事宜
  • Directs, supervises and coordinates the activities in Guest Services Centre
    指导、监督和协调宾客服务中心的活动
  • Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other guest services 
    开发和应用相关程序,适当处理进出酒店的电话、传真以及设备和电话线租用及其它宾客服务
  • Organizes and conducts regular meeting for all Guest Services Centre staff to facilitate communication and a smooth operation 
    组织和召开由所有宾客服务中心工作人员参加的会议,以加强交流和保证业务的顺利进行
  • Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
    熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式
  • Maintains up to date list of all Guest Services Centre
    更新列有所有宾客服务中心设备的清单
  • Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report 
    监测程控交换机,语音邮件,通信呼叫统计软件的运转情况,并將设备运转报告的登記在日志上
  • Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager 
    就软件出现的问题进行调查,并向供应商提交报告,与酒店系统部经理协调界面问题的解决
  • Conducts shift briefings to ensure hotel activities and operational requirements are known
    进行交接班说明工作,确定了解酒店活动和运营要求
  • Prepares efficient work schedule for  Guest Services Centre, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration
    在考虑酒店入住情况和预测以及大规模的团组活动的前提下,为宾客服务中心员工准备高效的工作计划, 安排节日和假日
  • Performs related duties and special projects as assigned
    完成被分派的相关工作任务和特殊项目


GUEST EXPERIENCE
宾客体验

  • Record and process reservations made by phone/fax/email
    记录和处理通过电话,传真,电子邮件进行的预订
  • Accept wait list reservations
    接受等待名单预订
  • Process amendments to reservations such as extensions, early departures, etc
    修改延期和提前离店等特殊情况的预订记录
  • Manage “no show” reservations by investigation and recording of same
    调查和记录未按预订抵店的预订情况
  • Record special billing arrangements for groups and conventions
    对团队和会议的特别账单安排进行记录
  • Records and controls accurately wake up calls.
    准确记录并管理叫早服务。
  • Assists guests with international calls and directory queries.
    协助客人处理国际长途和号码查询。
  • Calls guests by name whenever possible.
    尽量称呼客人的姓名。
  • Handles guests needs or requests and reports complaints to the Guest Service Centre Supervisor.
    满足客人的需要或请求,并向宾客服务中心主管汇报投诉情况。
  • Attends to all guest queries and requests promptly.
    及时跟进客人的所有问询和要求。


RESPONSIBLE BUSINESS
企业责任

  • Maintain a high level of product and service knowledge about all ICHG Hotels in your region
    充分了解所在地区的洲际酒店集团成员的产品和服务
  • Prepare reports as requested (eg to travel agents, business houses etc)
    按照要求准备报告(如给旅行代理和商业机构报告等)
  • Abides by principles of guest privacy.
    遵守保护客人隐私的原则。
  • Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations. 
    严格遵守处理紧急事件,如火灾、炸弹威胁和其它危机的标准政策和工作程序。
  • Improve hotel and brand popularity in this locality, encourage employees to actively participate in local community activities .
    提升酒店与品牌在本地的知名度,鼓励员工积极参与本地社区活动。
  • To ensure that the policies and procedures to comply with the local laws and regulations and the hotel or company, assist in annual audit / standard self-examination.
    确保遵守相关地方法规及酒店或公司的政策与流程,协助参与年度审计/标准自审。
     

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

Back to top