What does a hotel customer service center clerk do? Do you have to work the night shift?

Clerks are grass-roots employees of the company, generally engaged in document processing. There are also many companies that divide employees, clerks and clerks according to their salaries, but there are also some companies that have high requirements for clerks and give them some power. Because of the different nature of companies and units, the work arrangements of clerks are also different.

A, the hotel guest center clerk main work content is as follows:

1. Be responsible for the head waiter of the call center, abide by the rules and regulations of the hotel, implement the operation specifications of the call center clerk, and ensure to provide the guests with the quality service of "satisfying and moving the guests";

2. Fully grasp the service facilities, service items and operation of the hotel, and understand the service process of the lobby and floor;

3. Quickly and effectively handle the needs of guests and convey the information inside the hotel, and follow up;

4. Do a good job of handing over and keeping all kinds of keys, walkie-talkies and items left by guests according to the operation specifications;

5, do a good job of succession, complete all kinds of work reports and work logs;

6. Be familiar with and control the room condition of the floor, ensure that there is no room difference on the floor, and guide the floor to clean the room according to the reservation of the day;

7. Be responsible for inquiring about tourism, weather and other related information, so as to provide it to guests and other departments of the hotel;

8, responsible for handling the general complaints of the guests, and timely feedback the information to the foreman for corresponding processing;

9. Master the professional knowledge of telecommunications, understand the structure and principle of switches, and master the operation methods and business processes of telecommunications; Understand the operation mode and charging standard of domestic and international long-distance calls, international time difference and commonly used domestic telephone numbers;

10. Major events such as fire, theft and acute diseases in the hotel shall be promptly notified to relevant departments for proper handling;

1 1, strictly implement the telecommunications security system and safeguard the interests of guests;

12, strictly accept superior training, study hard, ensure the completion of training tasks, and strive to improve business skills;

13. Complete other tasks assigned by the leaders.

Second, the hotel guest center clerk's job requirements are as follows:

1, technical secondary school degree or above, proficient in using office software;

2. 20-35 years old, fluent in Mandarin, good image and sweet voice;

3. 1 year or above working experience in related positions in high-star hotels;

4. Familiar with hotel computer management system and telephone exchange system;

5. Be familiar with the operation of the service center and master the operation skills and norms;

6. Have good professional ethics and a strong sense of service.