Telephone Service Agent 话务服务员

Mandarin Oriental, Guangzhou is looking for a Telephone Service Agent to join our Front Office team.

Do you want to deliver the exceptional? Work in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a Fan of the exceptional, every day, everywhere.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for crafting time-enriching experiences that transform the ordinary to the exception and guests to fans.

Located in Guangzhou’s Tianhe CBD and designed by tonychi studios, Mandarin Oriental, Guangzhou offers spacious guestrooms, suites and stylish service apartments. Diverse dining choices include Two MICHELIN Stars Jiang by Chef Fei, MICHELIN-Selected Restaurant Ebony, The Mandarin Cake Shop and The Loft. The Spa at Mandarin Oriental, Guangzhou was awarded five-star recognition by Forbes Travel Guide and offers visitors peace and tranquillity in nine private treatment rooms.

About the job

Based within the Front Office in Guangzhou, the Telephone Service Agent is responsible for overall guest satisfaction by creating a delightful communication with guests in accordance with the objectives, performance and quality standards established by the hotel. Also require reacting in emergency situations. The Telephone Service Agent reports to the Telephone Service Supervisor.

As Telephone Service Agent, you will responsible for the following duties:

• Assist Reservations/ Guest Service to take telephone reservations ensure adherence to company standard and accountable for, if applicable, Quality Track result.
• Continually proactively find ways to improve the scores of all audits related to the department.
• Familiar with all Telephone Service’ Standard Operations Procedures and hotel’s policies and procedures.
• Ensure all wake-up call requests are followed without any delay or mistake and will be delivered in a pleasant and clear voice.
• Answer all incoming calls, from guest, outside line or internal colleagues, before the 4th ring, ask permission before putting on hold and taking ownership of guest needs so they do not have to repeat themselves again upon the line is connected/ transferred .
• Maintain complete knowledge of the hotel’s services, facilities, events, restaurants’ promotions as well as arrivals, departures and in-house guests.
• Assist Guest Services team on PSMS data input (i.e. modifying registration card).
• Assist on administrative works of Front Office e.g. filing, photocopying, incoming facsimile handling, incoming email handling etc.
• Familiar with related IT&T systems, including but not limited to console, paging, in-room entertainment, PSMS, interface etc.
• Participate in any Telephone Services related IT&T system maintenance and/or upgrade

As Telephone Service Agent, we expect from you:

• Good communication skills.
• A team player with ability to multi-task and remain composed at all times.
• Able to communicate, both written and spoken, in English and Mandarin

Our Commitment to you

Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Competitive Benefits Package.

We’re Fans. Are you?

广州文华东方酒店现诚聘话务服务员加入前厅部团队。

你是否渴望成就卓越？是否期望与团队协作取得成功，彰显诚信与尊重，并肩负责任？是否秉持不断成长的信念？我们诚邀你一同不懈追求，卓尔不凡。

文华东方是一家屡获殊荣的酒店集团，拥有及管理全球享负盛名的酒店、度假酒店及酒店管理式住宅，遍布全球最受欢迎的目的地，并拥有强大的发展前景。文华东方酒店集团为宾客提供融合东方魅力的21世纪奢华体验，凭借打造全球多个备受瞩目的项目而日益受到广泛认可。最为人称道的是，文华东方酒店集团致力于打造丰盈时光的体验，将平凡转变为卓越，将宾客转化为粉丝。

广州文华东方酒店位于广州市天河中央商务区核心地段，由季裕棠设计师事务所设计，提供广州城中宽敞的客房体验。酒店的米其林二星粤菜餐厅江-由辉师傅主理、米其林指南入选餐厅悦铂尼、文华饼店和The Loft酒吧为宾客提供了丰富的餐饮选择。蝉联福布斯旅游指南五星水疗奖的水疗中心环境典雅舒适，是这座喧嚣都市中沉思遐想和探索发现的世外桃源。

关于职位

该职位位于广州文华东方酒店前厅部，话务服务员负责保证酒店制定的目标、绩效和质量标准的前提下，与客人进行愉快的沟通来确保客人的总体满意度。同时也需要在紧急情况下做出反应。话务服务员向话务服务主管汇报。

作为话务服务员，你将负责以下职责：

• 协助预订部/客务部进行电话预订，确保符合公司标准
• 持续主动地寻找方法来提高与部门相关的所有审计的分数
• 熟悉所有电话服务的标准操作程序和酒店的政策和程序
• 确保所有的叫醒服务都以愉快清晰的声音完成，没有任何延迟或错误
• 接听所有来电，包括客人、外线或内部同事的电话，在第四声响之前，请先征得客人的同意后再等待，并了解客人的需求，以免客人在电话接通/转接时再次重复
• 全面了解酒店的服务，设施，活动，餐厅的促销以及到达，离开和内部客人
• 协助宾客服务团队输入系统数据(如修改登记卡)
• 协助前厅部的行政工作，如归档，复印，接收传真处理，接收邮件处理等

作为话务服务员，我们期望你具备以下能力：

• 良好的沟通技巧
• 富有团队精神，有条不紊地完成多项任务并可以始终保持镇静。
• 能够用英语进行书面和口头交流

我们对你的承诺

学习与发展：你的成功就是我们的成功。我们为你量身定制专属的学习与发展计划，助力你在职业生涯的各个阶段持续成长。

Mostay酒店入住福利：努力工作的同时，也需要适时放松。作为#MOfamily文华东方酒店集团的一员，无论你身在何处，都可以选择入住我们集团的酒店。MOstay福利为你及你的亲友提供酒店免费住宿和优惠房价。

员工健康：平衡工作与生活至关重要。我们关注你的身心健康，并在全球范围内为所有员工提供多种健康福利和康养体验。

退休计划：你的付出，我们定当回报。我们根据你的服务年限和职位，提供不同的退休计划。

极具竞争力的福利待遇。

We’re Fans. Are you?