1. Management hierarchy

Direct supervisor: customer service center foreman

2. Job description:

Carry out the daily work of the room service center, be responsible for telephone contact, information consultation and filtering inside and outside the hotel, provide customers with wake-up calls, do not disturb, and manage call records; Accept and implement service instructions, and provide timely and accurate consultation and service for guests.

3. Job responsibilities:

1) is responsible for answering, recording, transmitting and feeding back all kinds of telephone and text messages in the guest room center.

2) Be familiar with the internal extension number and provide fast and accurate telephone transfer; Answer all kinds of inquiries from guests politely and accurately.

3) Responsible for collecting, sorting and filing all kinds of materials, forms and documents in the guest room center.

4) Responsible for information exchange and communication between the guest room center and relevant departments.

5) Ensure the punctuality, accuracy and completeness of relevant data, information and materials.

6) Proficient in operating skills of computers and related equipment.

7) Provide wake-up call service, pay attention to off-hook feedback, and make it up in time, so as not to delay the customer's schedule.

8) Keep and use the office supplies in the guest room center properly.

9) Be responsible for the attendance records of all employees.

10) Keep the center of the room clean and tidy, and keep a quiet call environment.

1 1) accurately record, properly keep and return the items left by the guests as required.

12) Pay attention to the guests' opinions and suggestions, strengthen communication with GRO, give feedback to the manager in time, and solve problems for the guests.

13) pay attention to the needs of key customers and the requirements of superior leaders, feed back the news to the immediate superior and relevant departments in time, and finish the work properly.

1, working hours: 8: 00- 16: 00.

A, room service center clerk morning shift work content:

Before 1 and 7: 45, dress in strict accordance with the hotel gfd standard and then sign in at the room service center office;

2. Make a good handover with the night shift clerk, and look at the handover special events of the shift book. If you are not clear, ask immediately;

3. Inspection: Check the operation of the switchboard; Check the housing situation and key guests of the day; Understand the guests who need to wake up immediately; Check computer operation; Check whether all kinds of keys and articles are consistent with the accounts; Urge the waiter to return the borrowed items on the floor; Clean the service center and arrange the forms.

4. Track the special problems after the night shift and convey the relevant reports made by the night shift to relevant departments;

5.8: 30 Understand the room status, ask the front desk for the team's room allocation table, understand the reservation situation, coordinate with the floor and the front desk, check the reservation situation on the computer at any time, and do a good job of communication between the floor and the front desk;

6. 10: 30, assist the floor foreman to check the room condition. If there is any room state difference or special room state, fill in the room state difference report in time and report it to the assistant manager in the front desk lobby to verify the reasons;

8. Do a good job in loan registration, accurately reflect the loan and return time in the loan registration book, and do a good job in loan follow-up, hand over the follow-up results to the middle shift clerk, and ask the middle shift to continue to follow up and retrieve them;

9. Lunch time is 1 1: 30 and 12: 00, and meals are divided into two batches (meals in shifts);

Before 10 and 14: 00, submit all the documents to the cashier at the front desk for signature and confirmation, indicate the house transfer or other matters, and keep the bottom sheet;

After 1 1 and 14: 00, receive the undisturbed room reported by the floor attendant, call the guests and make records. After the inquiry, inform the waiter of the guest's requirements, and notify the floor supervisor and make records in case there is no answer in the room;

12, to ensure that the engineering maintenance order is delivered to the engineering department in time at 1 1: 00 and 15: 00 every day;

13, complete other matters assigned by the superior;

14, tidy up the office and desk, do a good job of succession, check whether there are any unchanged room conditions and unfinished items, and sign them by the foreman and the next clerk before coming off work.

Daily must-do work:

1, understand the special requirements of VIP guests in the hotel and pay attention to the guest information and MOD on the whiteboard.

2. Pay attention to the superior, communicate with the superior in time, understand the habits and intentions of the superior as much as possible, and timely handle the filing of all kinds of posts or documents in the superior office;

3. Accurately handle all kinds of incoming calls and make corresponding records. Ensure the accuracy, completeness, timely delivery and feedback of records;

4. Timely receive, transmit and archive all documents and forms issued by the production department of specifications and standards. When new employees on duty join the job, they will input the contents into the computer (employee's personal file and address book) and file their personal data in time. It is not allowed to hand it in on the next shift;

5. Pay attention to and keep the housekeeping center clean and tidy at all times, and complete the reception of office visitors in a standardized manner;

6. Ensure the minimum ration of all items in the guest room center (drinks, consignments, printed matter, loans, etc.). );

7. Do a good job in the registration and custody of legacy items, fill in the registration form of legacy items accurately, and keep them properly. If the goods have been received, make a record in the register, and copy and file the relevant documents produced by the guests when they receive the goods.

8. If there are any remaining engineering problems, check with the early shift foreman and make further progress immediately.