酒店电话服务主管工作岗位描述(中英文)Word下载.doc
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部门房务部/前厅部/总机JOBBAND:
7
级别:
7
HOTELLEVEL:
5
酒店级别5
REPORTSTO:
DutyManager/FrontOfficeManager
直属上级 值班经理/前厅部经理
POSITIONSSUPERVISED:
GuestServiceAgent-Telephone
监管下属:
接线生
JOBSCOPE:
UnderthegeneraldirectionoftheFrontOfficeManagerandwithinthelimitsofestablishedbyInterContinentalHotelsGroupandlocalpoliciesandprocedures,overseesanddirectsallaspectsofTelecommunicationservicestoachievethehighestpossibleguestsatisfaction.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethos.
工作范围:
服从前厅部经理的全面指示,执行和履行洲际酒店的一些本地相关政策和程序,监管和负责总机服务和运作确保最大化的满足客人.发扬企业工作文化的5个重要价值,信任,诚信,尊重,一个团队与服务洲际酒店集团的品牌品质。
TESTIMONIAL:
IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.
证明:
我确认细读了所有职责,同意按照工作职责的要求工作并到达所规定的标准。
Signature签名:
……………………………………
Date日期:
………………………………
KeyResponsibilities主要职责
·
Directs,supervisesandcoordinatestheactivitiesinTelecommunicationdepartment
管理,监督和协调总机房的运作.
Developsandimplementproceduresforproperhandlinginandoutgoingtelephonecalls,facsimiletransmission,rentalequipment,leasetelephonelinesandothertelecommunicationservices
执行和促进处理所有电话,传真,相关设备的程序和其他相关服务.
InvestigatescomplaintsregardingtheTelecommunicationservicesandtheOperatorsandtechnicians,takesappropriateactions.
调查所有关于电话设备和服务的投诉并采取行动.
Developsworkingplanstocarryoutgoals,comparesactualachievementsagainstgoalperiodically,takenecessarycorrectiveactions
推动工作计划,分享目标,把实际的成绩和目标作比较并作出相应的措施.
Establishesandmaintainseffectiveemployeerelations
建立维护和员工的良好关系,
OrganizesandconductsregularmeetingforallTelecommunicationstafftofacilitatecommunicationandasmoothoperation
组织部门例会促进交流和运作.
Managesandmonitorstheoperationofallequipment’s,software,hardwareandensureallunitsareworkingandinstalledproperly
检查和监督所有营运设备和各种设施保证所有的工作设备正常运作
Ensuresalltelecommunicationequipment’sarecoveredbythecorrectmaintenancecontractandthepreventivemaintenanceisperformed
确保所有的设备有预防性维护并且在合约商的维护计划之内.
Maintainsuptodatelistofalltelecommunicationequipment
保留所有设备的最新清单.
MonitorstheperformanceofPABX/VoiceMail/CallAccountingsoftwareandmaintainlogbookofequipmentperformancereport
监督所有电话设备/语音信箱/计费系统的正常运作并作有记录.
InvestigatesandreportssoftwareproblemtoVendors,coordinatesinterfaceproblemsolvingwiththehotelSystemManager
调查和报告所有的异常情况给相应的供应商和酒店的电脑房经理.
Maintainssuitablerecordtoprocesstelephonecallsinthebillingsystem,
确保电话费用转入帐户的记录
Maintainsuserdocumentation,PABXsystemreports,telephonelist,andnumberingplanleasesagreementonrentallines,maintenancecontractandlocallicenses
保留设备的使用说明、电话交换机的相关报表,电话清单,维修记录和相关执照、合同、许可证
PerformsPABXdata-baseprogrammingandregularservicechangetocontrolclassofserviceonalltelephonesetsinthehotel.
完成所有数据规划和服务以达到最好的电话服务.
Preparesandcontrolsdepartmentalbudgeted
准备和控制部门的预算.
ToattendTelecommunicationseminar,productknowledge,presentation,organizedbytheexternalbodies
参与组织的相关技能,产品知识的培训.
Performsrelateddutiesandspecialprojectsasassigned
完成指派的其他相关的项目和任务.
Conductsshiftbriefingstoensurehotelactivitiesandoperationalrequirementsareknown
举行交接班会确保员工知晓酒店的推广和运作需要.
PreparesefficientworkscheduleforTelephonestaff,arrangingholidays,vacation,takingoccupancyandforecastsandanylargegroupmovementsintoconsideration
有效位员工排班,合理安排假期,预测未来生意从而作出相应的行动计划,特别是有大型的团队和活动的时候。
Performsothertasksasassigned
完成其他的任务.
HumanResourceandTrainingResponsibilities人力资源和培训职责
WorkswithSuperiorandHumanResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:
与直属主管和人事经理一起配合保证员工高效的表现,职责包括:
oPrepareinductionprogramsfornewemployeesandallocatesufficienttimefortheirimplementation
准备新员工的工作计划合理安排工作时间
oConductonthejobtraininginaccordancewiththedepartmentalstandardsandproceduresandmaintainsarecordofprogressforeachstaffmember
举行在职工作培训并且符合酒店的标准和政策,同时记录每个成员的培训进展
oProvideinputforprobationandformalperformanceappraisaldiscussionsinlinewithcompanyguidelines
根据公司的指南给员工在试用期和正式工作期的工作表现评估
oEnsurenewstaffattendCorporateOrientationwithinfirstmonthofhire
保证新员工在入职第一个月内参加入职培训
oCoach,counselanddisciplinestaffinbreachofhotelpoliciesanddepartmentalprocedures,providingconstructivefeedback