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崗位職責/職位描述

PURPOSE OF
POSITION職位目的

To ensure all
aspects of Telecommunications services achieve the highest possible guest
satisfaction in accordance with the
Hotel’s standards.

按照酒店品牌標準提供全方面的賓客服務并盡可能達到最高的客人滿意度。

KEY ROLES & RESPONSIBILITIES重要職責和責任

·????????Manage and supervise all tasks of
his/her staff

·????????監督和管理當班員工的所有事宜

·????????Direct,
supervise and coordinate activities in Telephone Operator department

·????????指揮，監督及協助為總機部門的事宜

·????????Develop and
implement procedures for proper handling of in- and out-going telephone calls,
faxes, rental equipment, and other telecommunication services

·????????恰當地執行和處理打進和轉出的電話，傳真，設備出租以及其他賓客服務相關事務

·????????Investigate
complaints regarding telecommunication services and operator and technicians, take appropriate actions.

·????????處理關于賓客服務、接線員、技術員的投訴并采取適當的措施

·????????Establish
and maintain effective employee relations

·????????建立和保持有效的員工關系

·????????Organize
and conduct regular meeting for all Telecommunication staff to facilitate
communication and a smooth operation??????

·????????為促進賓客服務同事溝通和日常運作無阻組織并安排定期會議

·????????Manage and
monitor the operation of all equipment, software, hardware and ensure all units
are working and installed properly

·????????管理并監督運作設備、軟件、硬件及確保正常工作和恰當安裝

·????????Ensure
preventive and corrective maintenance for all telecommunication equipment

·????????確保預防及矯正所有通訊設備維護

·????????Monitor the
performance of PABX/Voice Mail/Call Accounting software and maintain logbook of
equipment performance report

·????????監督PABX/Voice mail/電話計算軟件正常工作并堅持在交班本上記錄設備運作報告

·????????Investigate
and report software problems to respective vendors, coordinate interface
problem solving with the hotel’s System Manager

·????????發現并向相應供應商報告軟件問題，協同酒店系統經理解決相關問題

·????????Maintain
records to process telephone calls in the billing system

·????????確保在記賬系統中記錄電話計費正常

·????????Perform
PABX data-base programming and regular service change to control class of
service on all telephone sets in the hotel

·????????了解PABX數據庫及日常服務同時確保提供較好的賓客服務

·????????Prepare and
controls departmental budgets

·????????準備并控制部門預算

·????????To attend
Telecommunication seminar, product knowledge, presentation, organized by the
external bodies

·????????參加由外部機構舉辦的通訊研討會，產品知識等培訓

·????????Conduct
shift briefings to communicate hotel activities and operational requirements

·????????按照酒店運作需求及熟知酒店日?；顒訛槟康恼匍_例會

·????????Prepare
work and vacation schedules for staff, taking into consideration occupancy and
forecasts and any large group movements

·????????根據入住率及團隊到店信息安排部門同事假期

·????????Adhere to OH&S policies and
procedures and ensure all direct reports do the same

·????????遵守OH&S政策和程序并確保所有報表工作正常

?

PERSONAL ATTRIBUTES個人特質

·??????????Written and verbal communication
skills in English

·??????????流利和熟練的英語溝通能力

·??????????Able to develop rapport with
Colleagues and Management staff

·??????????有能力處理好同事和上級的關系

·??????????Ability to
work cohesively with co-workers as part of a team

·??????????有較強的團隊合作能力

·??????????Ability to
focus attention on guest needs, remaining calm and courteous at all times

·??????????可以把工作重心放在客人需求，同事任何時候保持冷靜和有禮貌

·??????????Ability to
promote positive relations with all hotel guests & patrons

·??????????有能力積極提高與酒店客人以及業主的關系

·??????????Able to
exercise good judgment with difficult guests

·??????????可以從投訴客人處得到不錯的評價

·??????????Understanding
and ability to work in a multi-cultural environment

·??????????理解并有能力在一個多文化環境下工作

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QUALIFICATIONS學歷要求

·????????Diploma or Degree in Hotel Management.

·????????酒店管理文憑

?

EXPERIENCE經驗要求

·????????Minimum 2 - 3 year relevant experience preferably in a four or
five star hotel with at least 1 year
at a manager level.

·????????至少2-3年四星及五星至少1年經理的工作經驗