Assessment criteria for star-rated hotel operators

The assessment criteria are mainly aimed at the implementation of the work flow of the operator's post responsibilities, personal work ability and familiarity with the work, and the relevant explanations are as follows:

A, the operator's job responsibilities:

(1) Collect and analyze all kinds of information related to marketing, including the product sales and market competition of the enterprise and its industry, as well as the marketing objectives, marketing concepts and business philosophy of the enterprise. In addition, it also includes all the knowledge and information of the products of this enterprise, as well as the needs and expectations of customers for product performance and form.

(2) According to the information collected and processed and the sales target to be achieved, make a telephone sales plan.

(3) Aim at the target customers and establish relationships. According to the market survey results, as well as the customer list of potential customers, ordering information, purchase inquiry information, etc. , aim at and predict the number of customers. At the same time, visit customers and determine the target customers.

(4) Make sales plan and customer telephone call plan. Determine which product performance to introduce to customers and which indicators can meet the product characteristics of customers' needs, and make corresponding customer telephone call plans and coordinate the time.

(5) Implement the sales plan. Through the telephone visit of customers, the implementation of various promotion methods, the handling of abnormal events, the collection and collation of information, etc. , is the key link to determine whether the sales task can be completed and the next stage of sales planning.

Second, the basic work of the operator:

(1) Answer the calls in turn, accept the users' use of telecommunication services, and fill in the record sheet.

(2) Connect and handle the business needs of users.

(3) connect and handle the paid service telephone;

(4) The foreign exchange bureau provides services such as language assistance and dialing assistance when calling China, and undertakes international calls;

(5) Control business process and line quality;

(6) Change the telephone number of the user according to the procedure;

(seven) to accept all kinds of special services of special line users;

(8) Continue to handle outgoing calls, incoming calls, incoming calls, sales numbers, sales numbers and account cancellation;

(9) Connect and handle reconnection, recall, serial telephone, paging telephone and teleconference services;

(10) Accepting information service business;

(1 1) accepts PBX services;

(12) accepts on-board consulting service.

Third, the operator's workflow:

Workflow: a. Morning shift 07:30- 16:00.

1, sign in on time and check the log book;

2. Cooperate with the night shift to see if there is anything to do (such as calling in advance). );

3. Be familiar with the relevant information of the day (weather, EA, VIP, hotel activity arrangement, morning call, room transfer record, guest message [whereabouts] and no interruption, etc. );

4. Clean the telephone room; 5. Carry out normal traffic work; 6. succession.

B, middle shift 15:30-24:00

1, sign in, check the shift book and follow the morning shift.

2. Be familiar with EA and VIP (room number, name, title, peers, etc.). )

3, familiar with the relevant information of the day (the same as the morning shift)

The night shift switchboard should know the name, pager and location of the department manager on duty that day.

5. Carry out normal traffic work;

6. Play CCTV programs on time;

7. Clean the telephone room;

8. Turn off the background music at 1 1:00 in the evening and at 10:30 in the winter.

9. Take over.

C. Night shift is from 23: 30 to 07: 30.

1, sign in for work, read the shift book, and shift in the middle shift.

2. Understand the VIP check-in on that day;

3. Check the morning call records recorded by the middle shift and input them into the computer;

4. Turn off the closed-circuit television;

5. Carry out normal traffic work;