What is the job of the hotel customer service department?

The hotel switchboard generally belongs to the front office, and the most basic work is telephone transfer and information transmission, as well as services such as leaving messages and waking up. However, according to the different hotel management modes, they are different. Some hoteliers have to share information services such as inquiries from the front desk, reservations from the reservations department, reservations from the catering department and the room center.

There is nothing difficult about the specific operation of the work, and the telephone can be learned in two days; The biggest difficulty may be working at night, depending on whether you are used to it.

The responsibilities of the hotel switchboard are as follows:

Responsibilities 1: Job responsibilities of the hotel switchboard.

Familiar with all business and knowledge within the scope of this group;

Do a good job of succession;

Transfer every call quickly and accurately according to the working procedure;

Answer the guest's inquiries warmly, politely and quickly;

Take the initiative to help the guest find the phone number or keep the phone secret for the guest;

Provide accurate wake-up service for guests;

Master the organization of the store, and be familiar with the names and voices of the main person in charge of the store and the managers of various departments;

Familiar with common telephone numbers in the city;

Familiar with the knowledge of investigation;

Master the functions of all equipment in the main room, and know how to make full use of all function keys when operating.

Responsibility 2: The job responsibilities of the hotel switchboard.

Stick to your post, be loyal to your duties, establish the concept of serving customers wholeheartedly, respond politely and treat customers equally. Be patient and meticulous, and stress efficiency.

Transfer every call quickly and accurately according to the workflow, ensure smooth communication and make records.

Answer guests' inquiries warmly, politely and quickly, and provide long-distance telephone services such as registration, message, wake-up call and consultation for guests.

Familiar with the common telephone numbers in the city, take the initiative to help guests find the telephone number and connect to the local phone.

Familiar with the area codes of major cities and the telephone numbers of major hotels in major cities.

When answering an international call, you should ask whether it is the other party's charge, and register and calculate the accounts receivable.

Familiar with the extension number, name and voice of the internal organization of the hotel and the main person in charge and department manager of the hotel.

Consciously abide by the communication confidentiality system.

Do not deal with emergencies or emergencies other than daily work without authorization, report to the supervisor in time, notify the leaders of relevant departments and make records.

Take good care of the equipment in the comprehensive computer room, ensure that the communication equipment is clean and tidy, and maintain its normal work.

Master the functions, operating procedures and precautions of local commercial network machinery and equipment, and strictly abide by computer operating procedures.

Study hard, improve the level of foreign language conversation, enrich your knowledge, pay attention to pronunciation and intonation, provide quality telephone service for guests, and safeguard the reputation and interests of the hotel.

Implement handover system, strict handover procedures, and highlight key situations to ensure the accuracy and continuity of work.

Consciously abide by the rules and regulations of the hotel and the staff code, do not use the convenience of work to curry favor with guests, do not talk to guests on the phone about topics unrelated to work, do not use the convenience of work to go to the guest room, do not disclose hotel secrets or violate relevant foreign affairs disciplines.

Responsibility 3: The job responsibilities of the hotel switchboard.

As the head of the switchboard operation group in the front office, he is responsible for all the affairs of the group.

Assist the front office manager to supervise and control the working procedures of the switchboard operation group.

Assist and guide all telephone operation matters.

Provide high-quality and efficient service for guests.

Handle telephone complaints from residents and complaints from group employees.

Listen to the residents' opinions and answer their questions.

Supervise the work of switchboard operators, and supervise their operation, appearance and attitude towards guests.

Try to meet the special requirements of guests, such as long-distance telephone arrangement.

Manage the control of consumables required by the switchboard operation group.

Hold a meeting once a week to preside over the switchboard operation group.

Responsible for all telephone consultation.

Prepare employee leave and shift change table in switchboard operation group.

Arrange all personnel transfers within the team.

Train switchboard operators.

In an emergency, such as a rainstorm, the operator of the switchboard failed to go to work in time.

Make a regular inventory of the property of the switchboard operation group.

Improve the hospitality level and morale of all employees in the team.

Record the special events that happened in the switchboard operation group on that day in the group notebook.

Assist in implementing the disciplinary action against the operator of the switchboard.

Evaluate the performance and attitude of the switchboard operator.

Establish a perfect document processing system for the telephone switchboard operation group.

Assist the front office manager to make the budget of the switchboard operation group.

Responsible for telephone and telephone line maintenance declaration.