Guest Service Officer - Guest Service Centre - Park Hyatt Hangzhou

Job description

·
确保以礼貌、高效的方式处理所有来电。

Ensures all telephone calls are handled in a polite, efficient manner.

·
对不能立即解决的投诉和问题，向领班/副理报告。

Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found.

·
确保具有营销员的态度，并抓住酒店内的一切销售机会。

Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.

·
确保对酒店产品和当地情况的高度了解。

Ensures a high level of product knowledge of hotel and local area.

·
确保始终提供高水准的服务。

Ensures a high level of customer service is consistently maintained.

·
根据部门程序，操作总机的控制台、呼叫系统和员工计算机系统。

Operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.

·
确保将任何来自客人或其它部门的反馈及时并准确地汇报给领班/副理。

Ensures the Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments.

·
确保具有高水平的酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。

To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises.

·
主动向潜在客人推荐金护照计划。

Promotes Gold Passport programme to potential guests whenever possible.

·
遵守房务部制定的所有系统和程序。

Complies with all systems and procedures as laid down by the Room Division.

·
必要时协助预订部的工作。

Assists with reservations whenever necessary.

·
及时处理所有收到及发出的邮件和传真。

Handles incoming and outgoing mail, and faxes in a timely manner.

·
全面了解酒店提供的所有服务。

Has a thorough understanding of all the services offered by the Hotel.

·
熟悉城市的每个方面，以便礼貌并高效的满足客人需求。

Fully conversant in all aspects of the city in order that all guests’ queries can be handled efficiently and courteously.

·
确保将所有预订、定单、申请准确及迅速地传送到有关部门。

Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the department concerned.

Desired profile

Qualifications :

· 
确保以礼貌、高效的方式处理所有来电。

Ensures all telephone calls are handled in a polite, efficient manner.

· 
对不能立即解决的投诉和问题，向领班/副理报告。

Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found.

· 
确保具有营销员的态度，并抓住酒店内的一切销售机会。

Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.

· 
确保对酒店产品和当地情况的高度了解。

Ensures a high level of product knowledge of hotel and local area.

· 
确保始终提供高水准的服务。

Ensures a high level of customer service is consistently maintained.

· 
根据部门程序，操作总机的控制台、呼叫系统和员工计算机系统。

Operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.

· 
确保将任何来自客人或其它部门的反馈及时并准确地汇报给领班/副理。

Ensures the Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments.

· 
确保具有高水平的酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。

To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises.

· 
主动向潜在客人推荐金护照计划。

Promotes Gold Passport programme to potential guests whenever possible.

· 
遵守房务部制定的所有系统和程序。

Complies with all systems and procedures as laid down by the Room Division.

· 
必要时协助预订部的工作。

Assists with reservations whenever necessary.

· 
及时处理所有收到及发出的邮件和传真。

Handles incoming and outgoing mail, and faxes in a timely manner.

· 
全面了解酒店提供的所有服务。

Has a thorough understanding of all the services offered by the Hotel.

· 
熟悉城市的每个方面，以便礼貌并高效的满足客人需求。

Fully conversant in all aspects of the city in order that all guests’ queries can be handled efficiently and courteously.

· 
确保将所有预订、定单、申请准确及迅速地传送到有关部门。

Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the department concerned.