- 職位性質：全職
- 工作地區：天津市
- 招聘人數：2人
- 學 歷：大專
- 工作經驗：2年以上
- 提供食宿：不限
- 年齡要求：不限
- 計算機能力：熟練
- 語言要求：英語(熟練)
- 國際聯號工作經歷：優先
- 薪資待遇：4.5千-5.5千
- 職位有效期：2026-03-26至2026-06-24
職位：Communications Supervisor 交流中心主管
崗位職責/職位描述
The Role 崗位職責：
1.?Answer all incoming calls and messages in a professional, courteous manner that reflects Patina’s brand tone of voice. Accurately record and relay information to relevant departments, ensuring prompt, warm, and personalized responses to every inquiry.
以專業、禮貌并體現柏典品牌語調的方式接聽所有來電與留言，準確記錄并傳遞相關信息。確保所有賓客咨詢、預訂及內部溝通均以迅速、溫暖、具個性化的方式完成。
2.?Accurately process all room reservations, ensuring guest details, room types, rates, dates, and special requests are correct. Operate hotel systems such as PMS, CRS, and telecommunication tools (e.g., Shiji, Opera, Daylight) while maintaining strict compliance with data privacy regulations.
準確錄入所有客房預訂信息，確保賓客資料、房型、價格、日期及特殊需求完整無誤。熟練操作酒店 PMS、CRS 及通訊系統（如 Shiji、Opera、Daylight 等），并遵守數據隱私及信息安全規范。
3.?Demonstrate Forbes Five-Star call etiquette in every interaction. Listen actively to guest needs, anticipate preferences, and deliver intuitive, tailored assistance that creates a seamless and memorable communication experience.
在每一次電話及郵件溝通中展現福布斯五星標準的專業態度與預見性，積極傾聽賓客需求并提供個性化推薦，確保溝通體驗自然、溫暖且高效。
4.?Proactively suggest room upgrades, dining options, or hotel activities during the reservation or inquiry process, enhancing guest experiences while supporting hotel revenue growth.
在賓客咨詢或預訂過程中，主動推薦更高房型、套餐、餐飲或活動，提升賓客體驗的同時，增加酒店收益機會。
5.?Assist the Manager in overseeing daily operations of the Reservations and Communications departments, ensuring smooth workflow and Forbes Five-Star service standards. Provide hands-on support and immediate problem-solving to maintain service consistency and efficiency.
協助經理監督預訂部與總機部的日常運營，確保所有溝通與預訂流程順暢、高效且符合福布斯五星標準。及時為團隊提供業務支持與問題解決，保障工作品質與服務一致性。
6.?Conduct regular spot checks on calls and emails to ensure accuracy, professionalism, and brand-aligned tone of voice. Offer coaching and feedback to staff to uphold service excellence.
定期抽查通話及郵件質量，確保所有溝通語氣、信息準確性及品牌語調統一。發現偏差時及時給予員工指導與改進建議，維持高水平服務表現。
7.?Handle complex reservations, VIP requests, and special arrangements. Communicate clearly with Front Office, Guest Relations, and Revenue teams to ensure seamless guest experiences.
處理復雜預訂、貴賓需求或特殊客房安排，確保所有信息準確傳遞至相關部門。與前廳、賓客關系及收益管理團隊保持順暢溝通，確保賓客體驗無縫銜接。
8.?Support the Manager in conducting departmental training sessions and provide on-the-job guidance. Demonstrate brand values and service culture, offering timely feedback and positive reinforcement to team members.
協助經理開展部門培訓與崗位輔導，幫助新員工熟悉系統操作、電話禮儀及品牌標準。以身作則傳遞服務文化，并在日常工作中提供即時反饋與正向鼓勵。
9.?Contribute to up selling and cross-selling efforts via calls and emails, promoting hotel products and experiences. Assist the Manager in monitoring conversion rates and performance metrics to achieve departmental goals.
支持經理推進追加銷售及交叉銷售計劃，通過電話及郵件積極推廣酒店產品與體驗。協助跟進轉化率、響應時間等關鍵指標，為部門業績目標達成提供支持。
10.?Ensure guest profiles, reservation entries, and system data (PMS, CRS, telecommunication) are accurate and up-to-date. Report and help resolve any data or system issues in coordination with IT and Revenue teams.
確保 PMS、CRS 及通訊系統中賓客資料與預訂信息的準確錄入與更新。發現系統問題或數據異常時，及時反饋并協助 IT 與收益團隊處理。
11.?Act as the communication link between the team and the Manager, distributing daily briefings, key updates, and special guest requests to ensure transparency and accountability.
作為團隊與經理間的溝通橋梁，負責每日簡報、工作重點及客人特殊需求的傳達，確保所有信息透明且落實到位。
12.?Gather guest and team feedback proactively, assisting the Manager in identifying trends, recurring issues, and proposing practical improvements to enhance efficiency and service quality.
主動收集團隊及賓客的反饋，協助經理分析常見問題并提出可行改進方案，不斷優化溝通效率與賓客體驗質量。
Talent Profile 能力&技能需求：
Acquire working experience in hotel/resort(preferably luxury brands).
擁有酒店工作經驗(特別是豪華品牌的酒店)。
Have professional training in hospitality industry.
有過酒店行業的專業培訓。
Able to communicate in Mandarin or English fluently.
能夠流暢的使用普通話或英語進行對話。
Having good communication skills.
良好的溝通能力。
Able to operate basic computer skills.
正確應用基本電腦系統。
Minimum 2 years Operator/Reservation experience?for international luxury brands or affiliated five-star hotels.
擁有至少2年及以上國際奢華品牌或聯號五星級酒店總機/預定工作經驗。
