6.協助及指導客服專員 (如: 客服自我情緒調適、協助回覆要求高品質之顧客等)
The Guest Service Officer is directly responsible for the Switchboard whilst on duty. On a broader scale the Guest Service Center telephone is to beware that as the “voice of the hotel, and at most times the first point of contact with the Hotel, you are to create an impression of efficiency, friendliness and warmth to all callers to the hotel.
Responsible for the overall smooth operation of the Hotel. Act as the ＂Liaison Officer＂ between guests and Management. Raise accurate and detail log entries for all incidents and occurrences in the hotel and follow through closely to achieve “win-win” situation between guests and hotel.
•Attend to guest‘s requests and complaints
•Investigate complaints and address to the department concerned and response to guest with an appropriate explanation and apology
•Ensure LQE is delivered and a smooth and successful operation is carried out in these areas daily
•Co-ordinate with Front Office and Guest Services on VIP arrivals, walk-ins, groups and guests with special requests
•Co-ordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition
•Co-ordinate with Housekeeping and Food and Beverage on any special requests for VIPs
•Co-ordinate with Security with regards to any criminal act within the hotel or suspicious guests
•Co-ordinate with Front Office cashiers on vouchers, billing instructions, deposits, rebates etc, to minimize bad debts, skippers, untraceable charges and allowances
•Inspect VIPs arrival rooms with appropriate amenities set up
•Meet and greet VIPs arrivals and departures as highlighted by FOM
‧ 目前上班時間為週一~週五 9:00~18:00，但未來需可配合早晚及假日輪班。