MAJOR RESPONSIBILIES
职责概要:
To serve as the main point of contact for all guest requests and needs. Agent is responsible for answering calls in order, recording the guest request and then pursuing the issue to a resolution. The agent must exhibit courteous hospitality at all times and fully own each guest issue. When communicating with the guest, the agent must be well-versed in every area of the hotel including hours of operations of outlets and menus offer by restaurants, and any other additional services. Most importantly, the agent must follow-up with the guest issue immediately to ensure guest satisfaction. This position is also responsible for answering all internal and external calls that come into PABX room.
作为处理所有客人需求的主要服务中心。接线员的主要职责是按规定接听电话，记录客人的要求然后尽快完成。接线员在处理客人要求的过程中须始终保持礼貌的态度。在与客人交流的过程中，接线员须积极对待并提供更进一步的服务，包括酒店设施营业及服务时间，餐厅的菜单以及客人其他的需求。作为接线员，最重要的是须通过协调后给客人以答复，并且后续跟进以确保客人对处理结果满意。为您服务中心文员要负责处理所有进入机台的内线及外线电话。
JOB SPECIFICATION职位要求 :
Profile of Competency
工作能力:
1. To provide telephone services, answer Guest questions and co-ordinates guest requests in accordance with the concept of At Your Service.
为宾客提供专业,友好,高效,热情的电话服务。
2. Accurately collect and accumulate information on Guests Needs, request and Preferences in order to improve anticipation
掌握每日抵店宾客名单, 了解他们的特殊要求。
3. Have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests` questions
熟知酒店所能提供给宾客和来访者的服务和设施。
Language 语言能力:
Frequently Mandarin and Good Oral English
流利的普通话，优秀的英语口语。
Education 教育:
College 大专
Job License 资格证
- University，Min. 3-year concerned working experience required 。大专毕业或同等学历，具备总机或同等职位的工作经验3年以上。
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Sweet & lovely voice, proper tone & speed，Knowledgeable about Opera, PBX, FCS，console system, Micros, and personal computer systems
说话口齿清楚，音质优美，反应敏捷，掌握电话交换机操作技能，懂得电脑终端、自动直播电话计费，打印以及叫醒服务机的操作方法。 -
Good English language skill and communication skill.
良好的英语技能和沟通技巧
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
作为一家平等雇佣的雇主，万豪国际集团承诺雇佣不同背景的员工并支持多元包容的文化。
职能类别：咨询热线/呼叫中心服务人员
关键字：人才推荐奖补充医疗保险员工旅游立即上岗总机
联系方式
上班地址：上海市西藏中路555号
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