月薪30000~33000元 台北市松山區 2年工作經驗 1天前更新
嘉佩樂顧客服務專員於外線和內線電話過程中為顧客、酒店和團隊成員提供卓越的客戶服務,並且在緊急情況下,必須完全了解酒店的政策和程序。
1. 預測、辨識並回應個別顧客的需求包括但不限於餐廳、客房和/或水療預訂
2. 回答各項關於酒店設施與服務、合作的航空公司、當地景點、酒店位置等的詢問。
3. 及時且準確地將各項顧客需求傳遞給適當的部門或同事。
4. 準確且有效率地將各項資訊登錄至系統。
5. 向特定部門或人員傳達相關顧客資訊。
6. 嚴格遵守所有部門政策、工作場所安全和酒店制定的安全程序。
7. 報告任何客戶投訴及解決服務問題,並將所有反饋登錄在系統中,確保問題及時解決,令客人滿意。
8. 嚴格遵守處理緊急事件的標準政策和工作程序。
9. 維持與團隊和其他部門的積極和諧關係。
10. 參加培訓課程,並向上級或經理提供建議或反饋,以改善業務運營。
11. 尊重並機智性處理員工和/或客人的敏感和/或隱私相關資訊。
12. 確保工作區域始終保持整潔有序。
The Capella Connects Agent provides guests, hotels, and fellow team members with exceptional customer service handling both internal and external phone calls. The individual must have a complete understanding of hotel’s policy and procedure in case of emergency situations.
1. Provide responses while anticipating and recognizing individual guest needs, which includes but not limited to restaurant, room and/or spa booking
2. Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc
3. Pass on requests in a timely and accurate manner to appropriate colleagues
4. Input and access data in computer with accuracy and efficiency
5. Communicate pertinent guest information to designated departments/personnel
6. Ensure adherence to all departmental standard operating policies and procedures.
7. Handle and report any service ‘Glitches’ and report it under the appropriate system, resolve the issue and ensure that corrective actions and service recovery follow ups are action upon in a timely manner.
8. Strictly abides by standards policies and procedures governing cases of emergency situations.
9. Maintain a positive and harmonious relationship with the team and other departments.
10 Attend training sessions and provide suggestions or feedback to supervisors or managers for operational improvement.
11. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
12. Ensures that working area is kept organized and clean at all times.
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