- 職位性質(zhì)：全職
- 工作地區(qū)：杭州市蕭山區(qū)
- 招聘人數(shù)：1人
- 學(xué) 歷：大專
- 工作經(jīng)驗：2年以上
- 提供食宿：提供食宿
- 年齡要求：不限
- 計算機能力：良好
- 語言要求：英語(良好)
- 國際聯(lián)號工作經(jīng)歷：優(yōu)先
- 薪資待遇：8千-1.2萬
- 職位有效期：2026-04-04至2026-07-06
職位：預(yù)訂&賓客服務(wù)中心經(jīng)理
崗位職責(zé)/職位描述
【崗位職責(zé)】
1. 負(fù)責(zé)預(yù)定、總機及賓客服務(wù)團隊的招聘、培訓(xùn)、排班，專項培訓(xùn)總機接線禮儀、應(yīng)急處理話術(shù)、預(yù)定系統(tǒng)操作，提升團隊專業(yè)能力。
Be responsible for the recruitment, training and scheduling of the reservation, switchboard and guest service teams. Conduct specialized training on switchboard etiquette, emergency response scripts and reservation system operation to enhance the team's professional capabilities.
2. 禮貌且高效地處理線上的（包括內(nèi)部及外部）客人的投訴和建議，并跟進確保問題圓滿解決，確?？腿说臐M意度達到酒店的目標(biāo)要求。
Handle online complaints and suggestions from guests (both internal and external) politely and efficiently, follow up to ensure satisfactory resolution of issues, and guarantee that guest satisfaction meets the hotel's target requirements.
3. 與外部相關(guān)政府職能部門、姐妹酒店及酒店內(nèi)部其他部門保持良好的溝通和協(xié)作，共同推動酒店的發(fā)展。
Maintain good communication and collaboration with relevant external government functional departments, sister hotels, and other internal departments of the hotel to jointly promote the development of the hotel.
4. 通過員工綜合技能的運用，綜合工作的分派及靈活的工作時間安排，以優(yōu)化工作流程，提升員工的工作效率。
By utilizing employees' comprehensive skills, coordinating work assignments, and arranging flexible working hours, the work processes can be optimized and employees' work efficiency can be improved.
5. 有處理突發(fā)事件的能力，能根據(jù)酒店相關(guān)標(biāo)準(zhǔn)及要求，快速處理突發(fā)事件。
Having the ability to handle emergencies, and being able to deal with them quickly in accordance with the relevant standards and requirements of the hotel.
6. 密切關(guān)注客戶需求和市場動態(tài)，根據(jù)客人的反饋和需求調(diào)整、創(chuàng)新服務(wù)內(nèi)容，提升客人的體驗感。
Pay close attention to customer needs and market dynamics, adjust and innovate service content based on customers' feedback and demands, so as to enhance customers' sense of experience.
7. 監(jiān)督并協(xié)助招聘篩選部門的所有員工，確保部門負(fù)責(zé)人遵守酒店的招聘原則，依據(jù)崗位相關(guān)要求來選擇員工。
Supervise and assist all employees in the recruitment and screening department, ensuring that department heads abide by the hotel's recruitment principles and select employees in accordance with the relevant requirements of the positions.
8. 監(jiān)督部門所有員工的按時出勤和儀容儀表，確保他們根據(jù)酒店的儀容儀表規(guī)范，著裝整齊并保持高標(biāo)準(zhǔn)的個人衛(wèi)生及形象。
Supervise the punctual attendance and appearance of all employees in the Front Office, ensuring that they are neatly dressed and maintain a high standard of personal hygiene and image in accordance with the hotel's grooming regulations.
9. 進行部門負(fù)責(zé)人的年度職業(yè)發(fā)展面談，協(xié)助他們完成職業(yè)發(fā)展目標(biāo)。確保他們同樣對他們的員工進行績效評估。
Conduct annual career development interviews with department heads, assist them in achieving their career development goals, and ensure that they also conduct performance evaluations for their employees.
10. 領(lǐng)導(dǎo)和激勵團隊，建立積極向上的工作氛圍，提高員工的工作滿意度和忠誠度；鼓勵員工開拓創(chuàng)新的精神，并認(rèn)可他們所作出的貢獻。
Lead and motivate the team, foster a positive working atmosphere, enhance employees' job satisfaction and loyalty; encourage employees' pioneering and innovative spirit, and recognize their contributions.
11. 執(zhí)行健康及安全法規(guī)、政策及程序。
Implement health and safety regulations, policies and procedures.
12. 執(zhí)行酒店安全及緊急情況政策及程序。
Implement hotel safety and emergency policies and procedures.
13. 熟悉酒店安全、急救及消防緊急情況程序。
Be familiar with hotel safety, first aid and fire emergency procedures.
14. 確保員工充分的理解并遵守員工手冊內(nèi)容。
Ensure that employees fully understand and comply with the contents of the employee handbook.
【崗位要求】
1. 大學(xué)?？萍耙陨蠈W(xué)歷。
College diploma or above.
2. 至少2-3年酒店相關(guān)崗位工作經(jīng)驗。
At least 2-3 years of relevant work experience in hotels.
3. 熟練使用電腦辦公軟件。
Proficiency in using computer office software.
4. 良好的中英文讀寫能力
Chinese and English reading and writing skills is good.? ??
