总机接线员 Operator

Job title: 总机接线员 Operator

Company:


Job description: As the Operator, you will be responsible for performing the following tasks to the highest standards:

• Actively seeking verbal feedback from customers and team members at every opportunity.

• Agree on and implement actions to make improvements to customer service.

• Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate.

• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).

• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Guest Service Manager.

• Make sure all customer requests and queries are responded to promptly and effectively while assisting during peak periods each day.

• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.

• Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.

• Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.

• Delivered clearly, accurately and in a timely manner. Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests

• Be proactive towards customers, assisting them with any reasonable requests.

• Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards.

• Familiar with operating the telephone, FCS, OnQ PM and Micros system.

• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

• Take on an active role in the Guest Service Centre.

【任职要求】我们需要什么样的人才？希尔顿接线员始终要以宾客的利益为重并与其他团队成员密切合作。要成功胜任这一职位，您应保持以下态度、行为、技能和价值观：– 掌握基本的英语口语，以满足业务需求。– 在工作中始终以客户为中心，保持高度的客户服务意识。– 积极影响、承担个人责任并主动解决问题，与客人和同事进行清晰的沟通。– 有上进心和责任感，以饱满的热情对待所有工作，抓住机会学习新技能或知识，以提高个人绩效。– 灵活应变，对不断变化的要求做出快速、积极的反应，包括完成要求你完成的任何任务。– 在追求团队目标的过程中，与同事合作并给予支持，从而保持高度的团队关注。– 为改进酒店的运营/环境程序献计献策。– 良好的组织和协调能力。– 强烈的责任感和自我激励意识。– 耐心负责地解决所有问题。– 能够与团队成员保持良好关系。在希尔顿工作会是什么感觉？
希尔顿是全球领先的酒店管理公司，横跨住宿领域，从豪华的全方位服务酒店和度假村到长住套房和中价位酒店。近一个世纪以来，希尔顿为商务和休闲旅行者提供了最好的住宿、服务、设施和价值。希尔顿致力于延续其传统，在其全球品牌中提供卓越的客人体验。 我们的愿景是 “让地球充满好客的光芒和温暖”，这使我们作为一个团队，每天都在世界各地创造非凡的接待体验。 而我们了不起的团队成员正是这一切的核心所在!What are we looking for?An Operator serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Understand basic spoken English to meet business needs.

• Maintain a high customer service focus by approaching your job with the customers always in mind.

• Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.

• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.

• Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you.

• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.

• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.

• Good organization and coordination skills.

• Strong sense of responsibility and self-motivation.

• Patient and responsible to solve all problems.

• Able to maintain excellent relations with team members.

What will it be like to work for Hilton?Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Expected salary:

Location: Shenyang, Liaoning

Job date: Tue, 04 Feb 2025 08:58:28 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.pro) you saw this job posting.Thanks&Good Luck