Position: Communications Manager

职位: 通讯服务部经理

Department: Front Office

部门: 前厅部

Report to :前厅部经理

Job Summary:

岗位概述:

To be responsible for the operation of the Communications department, providing telephone service and co-ordinate guest requests (“Personal Guest Service”)

负责通讯服务部的工作并提供电话服务完成客人要求(宾客服务)

1. Be responsible for the operation of the Communications department

负责通讯服务部的运作

2. Ensure prompt, polite and accurate handing of all telephone calls and messages

确保迅速地,有礼貌地和准确地处理所有的来电和信息

3. Be completely familiar with the hotel’s telephone system and related functions, i.e. voice mail, call logging etc.

完全熟习酒店电话系统和相关功能,例如:语音信箱,传呼系统

4.Ensure that staff adhere to the hotel’s policies and procedures when carrying out their duties

确保员工当班工作时坚持酒店的政策和程序

5. Conduct daily briefings and monthly departmental meetings

指导每日交班会及每月的部门会议

6. Be completely familiar with Fire Emergency Procedures and Communications Department’s role in emergencies and ensure all GSA’s knowledge of these procedures

完全熟悉火警程序和紧急事件中通讯服务部的作用并确保所有总机接线员也熟悉这缜程序

7. Ensure that operating equipment is kept in good working order

确保操作设备保持良好的工作状态

8. Ensure that the working area is kept clean and tidy at al times

确保每时每刻保持工作区域的干净和整洁

9.Identyfy VIP,spg,regular guest and long staying guest and build rapport to offer personalized service and assistance

识别贵宾、仕达屋优先顾客、常规客人和长住并且亲住善地提供个性化的服务和帮助

10.Responsible for prompt and accurate handling of guest’s wake up calls

负责迅速准确地为客人提供叫醒服务

11.Handing of guest and internal messages

负责迅速准确地处理客人以及酒店各部门的留言

12.Responsible for Personal Guest Service and prompt response to guest request

负责“宾客服务”并迅速处理客人要求

13.Responsible for In-Room Dinning and handle guest requet efficiently

负责“客房送餐”高效地为客人提供服务

14.Assist in ensuring effective intermal communication and play an aceive role in this

确保积极参与并实施有效内部沟通

15.Take part in the preparation of department goals and objectives

参与准备部门的目的和目标

16.Set up systems to capture guest feedbacl amd present this to the Front Office Manager on a retular basis

建立系统获取客人反馈并定时向前厅部经理汇报

17.Assist sith the preparation of preparation if performance reportd for the unit

协助助通讯服务部的工作执行报告

18.Coordingate work operations within the unit

在部门内进行工作协调

19.Develop performance standards for operations in the unit

提高部门的工作标准

20.Assess work operations and prepare plans to implement change when required

评估工作表现，并在必要时制定高速计划

21.Prevent and resolve grievances

避免和调解争端

22.Resolve disputes

解决争议

23.Discipline staff when necessatry

约束员工遵守纪律

24.Deteumine and paan fir future staffing needs

明确和制定本部门各岗位所需人员的编制计划

25.Recruit associates together with Front Office Manater and Human Resources Manager

与前厅部经理和人力资源部经理一起招聘员工

26.Prepare staffrosters to meet business demands

根据工作需要准备员工排班表

27.Facilitate multiskilling

鼓励员工贯彻多技能

28.Maintain up-to date staff records

保持最新员工记录

29.Manage staff training and development using the Homeland human resources management

使用“家园人力资源管理系统”来管理员工培训和发展

30.Implement staff performance appraisals

进行员工表现评估

31.Carry out exit interviews

实施员工离职面谈

32.Provide ongoing advice and support to staff under your supercision

给予所管辖的员工以不断的建议和支持

33.Supervise staff performance

指导员工表现

34.Implement appropriate management praceices that provide staff motivation and communication

实施合适的管理方式给予员工动力和沟通

35.Manage the delivery of hight quality service steategies

负责提供优质对客服务

36.Manage the delivery of high quality sercuce to guest

负责建立和完成对客服务战略

37.Ensure guest needs and reasonable requests are met

确保顾客需求和合理要求被满足

38.Seek opportunities to continually improve guest service

不断寻找机会发展对客服务

39.Take appropriate aceion to resolve guest complaints

采取合适的行为解决客人投诉

40.Promote the hotel and Homeland products and services

促销酒店的产品与服务

41.Maintain a high lever of product and service knowledge in order to explain and sell services amd facilities to guests

保持对产品与服务的高度了解以便于向客人解释和销售服务与设施

42.Log security incidents and accidents in accordance with hotel requirements

依照酒店要求记录安全日志和事故记录

43.Ensurt a high lever of cleaning is maintained in work area

保持维护所在工作区域的高度整洁

44.Prepare and conduct meehings amd group presentation to keep staff/mananement/other parties informed of hotel operations and t#relevant issues

准备主持会议或小组展示向员工/管理者/其它组织通告部门运作和其它方面的情况

45.Set team goals im comsultation with team members according to hotek/deoartment goals,policies and practices

根据酒店/部门目标、政策和实际情况与工作小组成员一起制定小组目标

46.Ensure all reporting and sercvicing deadlines are mert on a timely basis

保证所有报告和服务都按时完成

47.Abide by Guest Sausfaction System

在工作中遵循对客服务满意

48.Abide by the Hotel’s Policies and Procedures,Homeland Code of Business Conduce and the hotel’s Sssociate Handbook

满意遵守酒店的工作政策及程序，遵守家园的商业行为规范以及员工手册中的

49.Carry out tasks as directed by your supervisors

完成上级交待的其它任务

Job Knowledge/Skill:

专业知识技能

1.Good knowledge and cery familiar with Communicationw operation

掌握通讯服务部工作知识并且十分熟悉通讯服务部日常

2.Good knowledge of comcerned communication equipment

熟练掌握通讯服务部设备知识

3.Good knowledge of console operation

熟练操作话务台，掌握各种功能

4.Good English language skill

良好的英语能力

5.Good supervisory skill

良好的管理能力

6.Good communication skill

良好的沟通技巧

7.Be good at organize and problem solving

良好的组织以及解决问题的能力

8.Good finance knowledge

良好的财务知识

Education

教育

University

大学

Experience:经验

Min.3 years concerned working experience required

至少3年以上相关工作经验

Addotopma:Skill required

其它技能要求

1.Positive attitude under pressure

良好的心理随能力，在工作中始终保持积极的太太态度

2.Training ＆presentation skill

良好的培训以及展示技巧

3.Sweet＆lovely voice

甜美的音色

Position: Communications Shiftleader

职位: 通讯服务部主管

Department: Front Office

部门: 前厅部

Report to :前厅部经理

Job Summary:

岗位概述:

To assist the Communications Manager in the operation of the Communications department, responsible for telephone and Personal Guest Service and cording guest requests during the shift

协助通讯服务部经理管理部门，负责当班的员工正确提供电话服务及宾客服务并在当班时为客人提供优质服务

Duties Responsibilities:

职责义务:

1. Assist the Communications Manager in supervising the Communications Department

协助通讯服务部经理管理通讯服务部

2. Responsible for prompt handling of all Personal Guest Service request during the shift