Superviseur du centre de service à la clientèle 宾客 服务 中心 主管

FINANCIAL RETURNS
财务回报

• Bill call costs.
  提供电话费单据。
• Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards 
  保持适当记录，以处理酒店计费系统中的电话，并按照品牌最低标准保持客房情况记录
• Works with Superior and Human Resources on manpower planning and management needs
  与上级领导和人力资源部一起进行人力规划和管理需求。
• Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
  运用销售技巧和房间销售升级推广洲际酒店集团的产品和服务
• Promote the Hotel’s (and ICHG generally) products and services
  推销酒店（以及整个洲际酒店集团）的产品和服务
• Develop and maintain a regular pattern of sales calls
  发展和保持定期进行销售拜访的模式
• Prepare and execute action plans which increase reservation sales and associated business
  准备和执行增加预订销售和相关业务的工作计划
• Maintain knowledge of special rates/ offers/ promotions
  掌握关于特价，优惠，促销活动的信息
• Prepare reservation sales reports
  准备预订销售报告
• Monitor reservation levels and inform Managers of current and future occupancy rates
  监测预订情况，并向经理通报目前和将来的入住率

PEPPLE
员工团队

• In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known
  在经理缺席的情况下主持交接班说明会，确保员工了解酒店的活动和运营要求
• Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval
  与前厅部经理或财务经理联系所有要求信用审批的预订事宜
• Directs, supervises and coordinates the activities in Guest Services Centre
  指导、监督和协调宾客服务中心的活动
• Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other guest services 
  开发和应用相关程序，适当处理进出酒店的电话、传真以及设备和电话线租用及其它宾客服务
• Organizes and conducts regular meeting for all Guest Services Centre staff to facilitate communication and a smooth operation 
  组织和召开由所有宾客服务中心工作人员参加的会议，以加强交流和保证业务的顺利进行
• Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
  熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式
• Maintains up to date list of all Guest Services Centre
  更新列有所有宾客服务中心设备的清单
• Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report 
  监测程控交换机，语音邮件，通信呼叫统计软件的运转情况，并將设备运转报告的登記在日志上
• Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager 
  就软件出现的问题进行调查，并向供应商提交报告，与酒店系统部经理协调界面问题的解决
• Conducts shift briefings to ensure hotel activities and operational requirements are known
  进行交接班说明工作，确定了解酒店活动和运营要求
• Prepares efficient work schedule for  Guest Services Centre, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration
  在考虑酒店入住情况和预测以及大规模的团组活动的前提下，为宾客服务中心员工准备高效的工作计划， 安排节日和假日
• Performs related duties and special projects as assigned
  完成被分派的相关工作任务和特殊项目

GUEST EXPERIENCE
宾客体验

• Record and process reservations made by phone/fax/email
  记录和处理通过电话，传真，电子邮件进行的预订
• Accept wait list reservations
  接受等待名单预订
• Process amendments to reservations such as extensions, early departures, etc
  修改延期和提前离店等特殊情况的预订记录
• Manage “no show” reservations by investigation and recording of same
  调查和记录未按预订抵店的预订情况
• Record special billing arrangements for groups and conventions
  对团队和会议的特别账单安排进行记录
• Records and controls accurately wake up calls.
  准确记录并管理叫早服务。
• Assists guests with international calls and directory queries.
  协助客人处理国际长途和号码查询。
• Calls guests by name whenever possible.
  尽量称呼客人的姓名。
• Handles guests needs or requests and reports complaints to the Guest Service Centre Supervisor.
  满足客人的需要或请求，并向宾客服务中心主管汇报投诉情况。
• Attends to all guest queries and requests promptly.
  及时跟进客人的所有问询和要求。

RESPONSIBLE BUSINESS
企业责任

• Maintain a high level of product and service knowledge about all ICHG Hotels in your region
  充分了解所在地区的洲际酒店集团成员的产品和服务
• Prepare reports as requested (eg to travel agents, business houses etc)
  按照要求准备报告（如给旅行代理和商业机构报告等）
• Abides by principles of guest privacy.
  遵守保护客人隐私的原则。
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations. 
  严格遵守处理紧急事件，如火灾、炸弹威胁和其它危机的标准政策和工作程序。
• Improve hotel and brand popularity in this locality, encourage employees to actively participate in local community activities .
  提升酒店与品牌在本地的知名度，鼓励员工积极参与本地社区活动。
• To ensure that the policies and procedures to comply with the local laws and regulations and the hotel or company, assist in annual audit / standard self-examination.
  确保遵守相关地方法规及酒店或公司的政策与流程，协助参与年度审计/标准自审。