Guest Service Center Supervisor 宾客服务中心主管

Hotel Brand: Vignette Collection
Location: China, Shanghai

Hotel: Shanghai Snow World Hotel (SHAGN), No.1 Lane 399, Yinfei Road, Nanhui New Town, Pudong New Area, 200135

Job number: 120093

• Direct, supervise and coordinate the activities in GSC department.
• 指导、监督和协调宾客服务中心的活动。
• Develop and implement procedures for proper handling in and out going telephone calls, facsimile.
• 开发和应用相关程序，适当处理进出酒店的电话、传真以及设备和电话线租用及其它电话服务。
• Investigate complaints regarding the GSC and the operators and technicians, take appropriate actions.
• 调查关于宾客服务中心及话务员和技术人员的投诉并采取相应措施。
• Develop 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。
• Establish and maintain effective employee relations.
• 与员工建立并保持良好的工作关系。
• Organize and conduct 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。
• Communicate with the Snow Park closely, ensure the accurate information transfer between the park and the hotel.
• 与冰雪乐园及时沟通，保证乐园与酒店的信息传递的及时与准确性。
• Contact pre-arrival guests in advance and record their requests
• 提前联系预抵客人，并记录客人要求
• Courtesy call after guest’s C/O
• 在客人离店后，电话回访客人，询问客人入住体验
• Manage and monitor the operation of all equipment’s, software, hardware and endure all units are working and installed properly.
• 对所有设备、软件、硬件进行管理和监测,并确保其安装和运转良好。
• Ensure all telecommunication equipment`s are covered by the Correct maintenance contract and the preventive maintenance is performed. 
• 确保所有电话设备的维护均得到有效外包,并对其实施预防性维护。
• Maintain up to date list of all telecommunication equipment. 
• 更新列有所有电话设备的清单。
• Monitor the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report.
• 监测程控交换机，语音邮件，通信呼叫统计软件的运转情况，并将设备运转报告的登靓在日志上。
• Investigate and report software problem to Vendors, coordinate interface problem solving with the hotel system Manager.
• 就软件出现的问题进行调查,并向供应商提交报告,与酒店系统部经理协调界面问题的解决。
• Maintain suitable record to process telephone call in the billing system, and maintain record of the room status up to the Brand minimum standards.
• 保持适当记录,以处理酒店计费系统中的电话,并按照品牌最低标准保持客房情况记录。
• Maintain user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses.
• 保管用户文件、程控交换机系统报告、电话清单、租赁线路的编号方案租赁合同、维护工作外包合同和当 地执照。
• Perform PABX data base programming and regular service change to control class of service on all telephone sets in the hotel. 
• 进行程控交换机数据库编程以及常规服务变更,以控制所有酒店内所有电话机的服务等级。
• Prepare and control departmental budgeted.
• 准备并控制部门预算。
• Attend Telecommunication seminar product knowledge, presentation, organized by the external bodies.
• 完成被分派的相关工作任务和特殊项目。
• Conduct shift briefings to ensure hotel activities and operational requirements are known.
• 进行交接班说明工作，确保宾客服务中心员工了解酒店活动和运营要求。
• Prepare efficient work schedule for Telephone staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration.
• 在考虑酒店入住情况和预测以及大规模的团组活动的前提下,为宾客服务中心员工准备高效的工作计划,安排节日和假日。
• Work with superior and Human Resources on manpower planning and management needs 
• 与上级和人力资源部一起进行人力规划和管理需求
• Work with superior and Director of Finance in the preparation and management of the Department`s budget
• 与上级和财务总监一起编制和管理部门预算
• Perform other duties as assigned by superior
• 完成上级分派的其他任务

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Vignette Collection is a diverse group of luxury hotels with a fresh focus, offering guests a more authentic and thoughtful way to travel.

We’ve created a collection brand that gives guests and colleagues an inspiring new choice. One that puts people at the heart of everything we do, to reframe luxury hospitality for the better. 

Our hotels are unique in their own right, with their own distinct outlook and story to tell.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.