What is the hotel switchboard customer service center?

The customer service center of the hotel switchboard is the information center of the hotel, and its main task is to collect and process information. Merge the switchboard and the service center to form a customer service center. All hotel services and inquiries can be solved by dialing "0".

1. Functions of the guest service center

The guest service center is also the information center of the hotel, which collects all the information of the hotel and the external information related to the hotel, and arranges and transmits it; Receive service information in a unified way, accurately transmit service instructions, and ensure that services can be provided in time.

2. The work content of the guest service center

Answer the phone and provide service. After the merger of the switchboard and the service center, all the outside calls and services of the hotel are transferred by the customer service center, which can provide services for special guests, which not only improves the service efficiency, ensures the accuracy of the service, but also reduces the workload of floor attendants.

② Accept telephone appointments and inquiries. The computer of the guest service center is connected with the front desk, and all telephone reservations and telephone inquiries can be operated by the guest service center, which is convenient for the guests and allows the receptionist to have more time to serve them.

(3) Change the room status in time to ensure that the room is rented. The floor foreman can call the customer service center to change the room status after checking the room, and the customer service center can immediately change the room status after receiving the notice to ensure that the room can be rented in time.

④ Key management. All the keys of the guest room are kept, issued and registered by the guest service center.

⑤ Disposal of lost property. The guest service center is responsible for the storage, preservation and claim of the items left over by the whole hotel, and handle them according to the regulations.

⑥ Telephone statistical analysis. The customer service center makes statistical analysis of the received calls every month, and the analysis is insufficient, so as to better understand the needs of customers and improve the service level.