Communicates effectively both orally and in writing to provide clear direction to staff. Observes performance and encourages improvement. Interviews, selects, trains, supervise, evaluate, counsels, and administer disciplinary procedures for guest service center staff. Monitors business forecast and makes staffing adjustments as required.

与员工有效的沟通，提供明确指示，关注员工的表现并给予激励。依相关程序面试，挑选，培训，督导，评估，客服中心员工。

Reviews VIP arrival and ensures proper handling of VIPs and groups, Ensure the correct operation of the switchboard to effect the fast and efficient transferring of internal and external calls and all customers requests including wake up calls are auctioned speedily and in accordance with procedures as laid down by the Front Office Manager。

关注VIP预抵及团队客人。确保所有的电话转接高效有序，叫醒电话准确无误。

Computes daily payroll, schedules, and other reports. Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly report for related department.

估算每日薪酬，进程表及相关报表。根据之前的经验及详细预订情况对数据进行分析。为相关部门准备日报表和周报表。

Carry out interviews for prospective telephone operators, ensure departmental orientation is carried out for new members of the team and supervise training, training schedules, records and corrective/re-training .Ensure the Front Office Manager is kept fully aware of any relevant feedback from either customers or other department. .

应聘，培训，监督，管理新进员工。将客人和其他部门的意见和建议及时反馈给前厅部经理

Takes an active role in the Magic team, ensuring effective communication and working as a team in order to reach goals and targets.

在客服中心团队中扮演积极角色，有效的沟通，确保达到目标。

Greets all guests’ communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.

用热情的语调问候所有宾客，让他们觉得倍受欢迎。

Manages guests’ communication in an efficient and effective way, ensuring that guests are not delayed and that replies or follow up is made within Hilton Brand Standard timings.

及时有效的和宾客沟通，确保给顾客及时的答复。

Transfers all internal and external guest calls to the appropriate party correctly, with minimal delay.

及时准确的为国内外宾客转接来电。

Handles and delivers messages in a confidential and professional manner, maintaining guests’ privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.

准确，及时，安全的传递客户信息，确保顾客隐私。

Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests’ privacy at all times and adheres to Hilton Brand Standards for communication.

遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。

Handles complaints promptly and efficiently, taking the necessary action, and informing the Magic Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.

采取必要行动，及时有效的处理顾客的不满，适当的时候告知客服中心经理或宾客关系经理。回访客人，确保客人对解决方法满意。

上班地址：红松东路1116号

所属部门：前厅部