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崗位職責(zé)/職位描述

【Job Responsibilities 崗位職責(zé)】
Responsible for answering, transferring and taking messages for the hotel's switchboard, ensuring smooth and efficient communication.

負(fù)責(zé)酒店總機(jī)電話接聽、轉(zhuǎn)接及留言服務(wù)，確保通訊暢通高效。

Oversee the processing of guest room reservation services, including full-process management of reservation confirmation, changes, and cancellations.
統(tǒng)籌客房預(yù)訂業(yè)務(wù)處理，包括預(yù)訂確認(rèn)、變更及取消等全流程管理。

Supervise the accuracy of data entry in the reservation system and regularly generate reservation analysis reports.

監(jiān)督預(yù)訂系統(tǒng)數(shù)據(jù)錄入準(zhǔn)確性，定期生成預(yù)訂分析報(bào)表。

Coordinate with departments such as the front desk and housekeeping to ensure seamless對(duì)接 of reservation information.
協(xié)調(diào)前臺(tái)、客房等部門確保預(yù)訂信息無縫對(duì)接。

Handle customers' special requests and complaints, and provide professional solutions.
處理客戶特殊需求及投訴，提供專業(yè)解決方案。

Train and assess newly hired switchboard and reservation staff, and optimize service standard procedures.
培訓(xùn)考核新入職總機(jī)及預(yù)訂員工，優(yōu)化服務(wù)標(biāo)準(zhǔn)流程。

Monitor the operating status of communication equipment and report for repair and maintenance in a timely manner.
監(jiān)控通訊設(shè)備運(yùn)行狀態(tài)，及時(shí)報(bào)修維護(hù)。
【Job Requirements 崗位要求】

?Standard Mandarin, with excellent listening and speaking skills in both Chinese and English.
普通話標(biāo)準(zhǔn)，具備優(yōu)秀的中英文聽說能力。

Proficient in using hotel management systems such as Opera and office software.

熟練使用Opera等酒店管理系統(tǒng)及辦公軟件。

Possess strong multitasking capabilities and emergency response awareness.
具備較強(qiáng)的多任務(wù)處理能力與應(yīng)急響應(yīng)意識(shí)。

Have a good service awareness and team collaboration spirit.
擁有良好的服務(wù)意識(shí)與團(tuán)隊(duì)協(xié)作精神。

Able to adapt to shift work (including night shifts).
能適應(yīng)輪班工作制（含夜班）。

Preference will be given to those with experience in hotel switchboard or reservation department.
有酒店總機(jī)或預(yù)訂部門工作經(jīng)驗(yàn)者優(yōu)先。