賓客服務中心接線員 (永利皇宮) Agent - Guest Services Center (Wynn Palace) (ID:1199BR) Job in 客戶服務 in 所有澳門特別行政區地區 - Job Description
職位內容

 

  • 公司名稱: 永利渡假村 Wynn Resorts


  • 顯赫奢華的體驗,對優質服務的承諾,奠定了永利渡假村在全球酒店業界的領導地位。永利澳門開業以來屢獲殊榮,驕人成綪無可比擬,而永利皇宮路氹則將住宿體驗昇華至更高層次。歡迎加入我們,把握您盡展所長、發展專業的理想機會。

賓客服務中心接線員 (永利皇宮) Agent - Guest Services Center (Wynn Palace) (ID:1199BR)

工作說明


主要職責: 負責以有禮及專業的態度,迅速接聽賓客的來電、提供轉線服務、為餐廳及其他營業點(理療康體中心、客房部及禮賓部)於非營業時間接聽賓客來電、作出推薦及訂位服務;同時須針對賓客所需,及時作出適當的回饋及妥善處理訂位服務安排。


職位介紹:


• 以殷勤有禮的態度迅速接聽賓客的電話
• 清楚了解餐飲組合及推廣計劃的細節,以及永利皇宮的所有產品、設施及服務
• 須熟悉永利皇宮所舉辦的會展及活動、以及對澳門的旅遊景點、餐廳及表演有所認識,為賓客提供準確的資訊
• 把握銷售機會,以提升公司的各組合及推廣計劃的銷售率
• 銷售渠道可以從團體房間預約情況及酒店營業部了解
• 於有需要時,通知行李服務員、司膳員、前堂值班經理、客房餐飲部、工程部及客房部以提供賓客所需
• 因應要求,安排鬧鐘服務,並進行合適的更進工作
• 透過手動、書寫及語音信箱系統,迅速地接收賓客的信息
• 記錄所有“請勿打擾”、“匿名”、電話服務及非辦公時間的要求
• 當情況許可或有機會時,可協助銷售公司餐廳及水療服務
• 確保系統運作良好
• 確保設備及辨公室清潔整理
• 協助賓客服務中心主任準備賓客服務中心表現報告,並在預計內完成
• 向賓客服務中心主任提交上班時間,並於有需要時進行更進工作
• 須協助和履行賓客服務中心主任委派的工作


職位要求:


工作經驗:曾於五星級酒店從事客戶服務工作經驗優先考慮
技能 / 證書:須具電話銷售及服務技巧
教育程度:中學畢業或以上
語言能力:能操及書寫流利的廣東話、普通話及英語
電腦應用:熟識Ms Office及Outlook軟件操作,對(SDC, Opera, Respak, Maximo 或FCS中等程度認識者優先考慮)


如有查詢,請於辦公時間星期一至五上午9時至下午6時致電(853)8889 1188


Job Description


Job Purpose: Answer incoming calls without delay and convert and upsell sales opportunities for restaurant reservations and other areas after hours (Spa, Rooms, Concierge). Identify guests’ needs and address their requests promptly and accurately, and handle reservations efficiently.


Key Responsibilities


Daily Operations

  • Answer all incoming calls promptly and courteously
  • Know and understand details about breakfast, lunch and dinner packages and promotions, and all Wynn Palace’s products, facilities and services
  • Be familiar with Wynn Palace events and activities, and local Macau attractions, restaurants and shows and provide accurate information when requested
  • Identify sales opportunities and convert and upsell into sales of packages and promotions
  • Channel sales opportunities from group bookings to the Hotel Sales Department
  • Dispatch requests and enquiries to Bell, Butler, Duty Manager, In-Room Dining, Engineering and Housekeeping when required
  • Process requests for wake-up calls and conduct appropriate follow-through
  • Accept and relay guests’ messages promptly, either manually, written or through voicemail system
  • Log all “Do not disturb” and “Incognito” requests, telephone service requests, and after hours systems calls
  • Cross-sell and process room and spa reservations when opportunities arise
  • Maintain operating equipment in good working order
  • Clean and tidy work equipment and areas
  • Assist the Supervisor to prepare Guest Services Center performance reports and ensure deadlines are met
  • Complete shift checklist and submit to Supervisor at the end of the shift. Conduct any necessary follow-up before leaving
  • Assist and perform duties assigned by the Supervisor

Competencies and Requirements


Experience: Previous hospitality service experience at a five-star hotel an advantage
Education: Secondary school diploma or above
Knowledge/Certificates: Telephone sales and service
Language Ability: Fluent spoken and written Cantonese, Mandarin and English
Computer Skills: Proficient in MS Office and Outlook; intermediate in SDC, Opera, Respak, Maximo or FCS an advantage


For enquiries, please contact us at (853) 8889 1188 during office hours
from Monday to Friday between 9:00 am and 6:00 pm

  • 職位要求

  • 基層員工 
  • 所有澳門特別行政區地區, 澳門特別行政區 
  • 中學 
  • 酒店業 
  • 客戶服務 (客戶服務) 
    客戶服務 (熱線中心) 
    酒店營運 - 房務部 (綜合) 
  • 18/06/2020 

 

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