职位描述
Job Summary – (Role Summary)
工作概述﹣(职位概述)
? Oversees and directs all aspects of Telecommunication services to achieve the highest possible guest satisfaction.
对电信服务进行监督和指导，以取得最大的客户满意度。
Essential Duties and Responsibilities – (Key Activities of the role)
主要职责﹣(职务的主要工作)
? Directs, supervises and coordinates the activities in Telecommunication department
指导、监督和协调电信部的活动
? Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services
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信服务
? 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
? 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
? Manages and monitors 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
? Ensures all telecommunication equipment’s are covered by the correct maintenance contract and the preventive maintenance is performed
确保所有电信设备的维护均得到有效外包，并对其实施预防性维护
? Maintains up to date list of all telecommunication equipment
更新列有所有电信设备的清单
? Monitors 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，并將设备运转报告的登記在日志上
? Investigates and reports software problem to Vendors, coordinates 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
? Maintains suitable record to process telephone calls in the billing system, and to 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
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
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
准备并控制部门预算
参加由外单位组织的电信研讨会、产品知识讲座和演示。
完成被分派的相关工作任务和特殊项目
进行交接班说明工作，确定了解酒店活动和运营要求
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，为电话服务部员工准备高效的工作计划，安排节日和假日
与上级领导和人力资源部一起进行人力规划和管理需求。
与上级领导和财务总监一起编制和管理部门预算。
职位资格和技能
Required Skills –
技能要求
? Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
? Proficient in the use of Microsoft Office and Front Office System
熟练使用微软办公软件和前台系统
? Problem solving and organizational abilities
具有解决问题和组织能力
Qualifications –
学历
? Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
具有酒店行政管理，酒店管理或相关的大专学历或专业证书。
Experience –
经验
? 1 years experience in front office / guest services / call centre or related discipline including supervisory experience, or an equivalent combination of education and experience.
拥有1年前厅或宾客服务或电话总机工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。
Job Board Specific Data
Number of employees supervised –
管理的员工
Direct Telephone Operator
直接 电话接线员
Indirect N.A.
间接 无
Annual Operating Profit/Payroll Budget –
年度经营利润和薪金预算
? N.A.
无
Key Metrics –
主要绩效指标
? Completion of assigned tasks
完成分配给的工作的情况
Decision Making Responsibilities (