预订及宾客服务中心实习生 Reservation&Guest Services Center Trainee（校招空宣专场）

PEOPLE 员工团队

Directs, supervises and coordinates the activities in Telecommunication section

指导、监督和协调电信部

Investigates complaints regarding the Telecommunication services and the Operators and technicians, takes appropriate actions

调查关于电信服务部及话务员和技术人员的投诉并采取相应措施

Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees 

对部门员工的穿着、个人卫生、面容、仪态及行为进行监督，维护酒店的标
Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions

制订工作计划以实现目标，定期将实际成绩与所定目标进行对比，并采取必要的纠正措施

Establishes and maintains effective employee relations

与员工建立并保持良好的工作关系

Organizes and conducts regular meeting for all Telecommunication staff to facilitate communication and a smooth operation

组织和召开由所有电信部工作人员参加的会议，以加强交流和保证业务的顺利进行

Performs related duties and special projects as assigned

完成被分派的相关工作任务和特殊项目

Conducts shift briefings to ensure hotel activities and operational requirements are known

进行交接班说明工作，确定了解酒店活动和运营要求

Works with Superior and Human Resources on manpower planning and management needs

与上级领导和人力资源部一起进行人力规划和管理需求

GUEST EXPERIENCE 宾客体验

Supervises Service Center Agents handle all incoming and outgoing calls accurately and courteously

准确并有礼貌地处理所有打进和打出的电话 

Manages records and controls accurately wake up calls. 

满足客人需要被叫醒的要求 

Ensures all the Agents be able to assist guests with international calls and directory queries

协助客人拨打国际长途及为客人提供区号引导

Ensures to abide by principles of guest privacy

尊重客人隐私

Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations

在突发事件发生时，严格按政策执行，如火灾、炸弹威胁及其他危险事件

Maintains a clean work environment with staffs 

保持工作环境的清洁

Ensures all the Agents to attends to all guest queries and requests promptly

迅速回答客人疑问，满足客人要求

Maintains detailed knowledge of the Hotel’s fire, life and safety system

了解酒店的防火、安全系统
 

Demonstrate an in depth knowledge and understanding of hotel systems – Opera and Concerto in particular, to ensure appropriate capture of data for client information, MICE/events, forecasts and results

深入了解背景知识特别是Opera和Concerto系统，确保能够准确从系统中获取客户、会议会务团队及宴会、预测等信息及结果

Manage operation of Concerto and Opera in order to monitor occupancy, managing overbooking, and tracking of promotional offers, denials, regrets and rate change accuracy

熟练运用Concerto 和Opera 系统控制住房率、管理超额预订、追踪推广价的预订、拒绝、谢绝的预订数量及价格更改的准确性

Asst. manager to control rooms inventory including allocation and reservations to areas of maximum yield. Assist the revenue team in achieving maximum room rate, yield and conversions management

协助经理做好房量控制包括：预留房及相关方面的房间预订从而最大限度地增加酒店的收入。协助收入团队最大限度地达到高房价、高产量和高转换

Leading the team to sell the Hotel and InterContinental Hotels Group products and services using up-selling and suggestive selling techniques to maximum hotel revenue

熟练运用增效技巧积极销售酒店及洲际集团内的每一种产品和服务，从而最大化酒店收入

Participates comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information

每月组织部门会议查看操作程序、需要特别处理的事件

Maintains all procedures and adheres to them within the IHG guidelines; in particular with emphasis on hotel credit policy

Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard

详细了解突发事件的对应策略，按照洲际指导方针，维护所有程序，特别是酒店信用政策

In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Bomb Threat, Cyclone Warnings, etc

在突发事件发生时，与突发事件反映小组合作处理如：火灾、炸弹威胁、飓风来临警告时，准备紧急对应措施