工作地点

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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。
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。

Ability to read, writes, speak and understand the English language to communicate effectively with guests and employees.
能有效的用英语沟通交流。
Thorough organization and supervisory skills proficient in accomplishing the task.
组织管理与督导能力。
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
擅长于处理宾客关系，能快速有效的应对各种问题。
Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。
Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。

编制

: 全职

品牌 : 希尔顿酒店及度假村

班次

: 白班

工作级别

: 经理

工作

: 宾客服务运营及前台