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【岗位职责】
1、负责酒店总机日常运营，接听并转接内外线电话，准确记录并及时传达宾客留言、请求及信息；
2、掌握酒店最新产品信息、服务项目、周边设施及本地资讯，为宾客提供专业咨询与指引；
3、处理客房预订、叫醒服务、电话叫车等需求，协调相关部门跟进落实，确保服务高效、准确；
4、协助总机主管进行团队排班、话务质量监控及新员工岗前培训，保障话务服务标准统一；
5、及时响应宾客投诉与紧急求助，按应急预案协调处理，并做好记录与上报；
6、定期汇总话务数据、宾客需求反馈，优化工作流程，提升服务响应效率与宾客满意度。
【岗位要求】
1、普通话流利，具备良好的语言表达与倾听理解能力，服务意识强；
2、熟悉基本办公软件操作，打字速度较快，具备一定电话沟通技巧；
3、工作细致耐心，情绪稳定，能适应轮班制工作节奏；
4、性格开朗，具备团队合作精神和良好的应变协调能力；
5、有酒店总机、客服或相关话务工作经验者优先，无经验者可提供系统培训；
6、学历、年龄、经验不限，欢迎有志于酒店行业发展的各类人才加入。
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酒店业--国际高端酒店/5星级
100-499人
国有企业
杭州西湖花港费尔蒙酒店坐落于西湖核心景区杨公堤1号，与西湖十景之一的“花港观鱼”仅一街之隔，是雅高集团旗下百年奢华品牌费尔蒙首次落地杭州的标杆之作。酒店由浙江省旅游投资集团联合雅高集团共同打造，由国际知名设计团队CCD操刀设计，将宋韵江南美学与现代奢华服务理念深度融合，在西湖边的湖山竹影间打造一处兼具文化底蕴与奢华度假体验的风尚聚会中心与城市风华地标。费尔蒙是全球无数重大事件和难忘时刻的见证者和参与者。庆典艺术，始于 1907，自首家费尔蒙酒店诞生以来，秉持为你典时成金的品牌定位，诚邀全球宾客让每个瞬间都值得庆祝，将时光打造成历久弥新的独特回忆。酒店前身为承载杭州半个多世纪城市记忆的花港饭店，历经数年匠心改造后，将以125间宽绰私密的景观客房、特色餐饮空间、沉浸式水疗中心及专属文化体验，为宾客呈现西湖畔的奢华度假体验，将身心无界的悦养时光，融于旅途点滴。杭州西湖花港费尔蒙酒店预计于2027年第二季度启幕，作为费尔蒙在中国极具诗意的城市风华地标酒店之一，以挚诚服务诠释「为你典时成金」。我们诚邀热爱服务、认同文化赋能奢华理念的同仁并肩同行，续写百年费尔蒙的崭新篇章。Fairmont Hangzhou West Lake is strategically located at No.1 Yanggong Causeway in the core area of West Lake, just across the street from Viewing Fish at Flower Harbour, one of the Top Ten Scenes of West Lake. It marks the landmark debut of Fairmont, Accor’s century-old luxury brand, in Hangzhou. Jointly developed by Zhejiang Tourism Investment Group and Accor Group, the hotel is designed by the world-renowned design studio CCD, seamlessly integrating Song-dynasty Jiangnan aesthetics with modern luxury service philosophies, the hotel stands as an unrivaled presence and a true social epicenter — an exclusive high-end retreat nestled among the lakes, hills and bamboo groves of West Lake.Rooted in Fairmont iconic Art of Celebration (Since 1907), Fairmont positions to Make Special Happen by turning moments into special memories through sincere, heartfelt service.Evolved from the historic Huagang Hotel - a cherished landmark embodying over half a century of Hangzhou’s urban memories, the hotel has been meticulously renovated. Boasting 125 spacious and private view rooms, distinctive dining venues, an immersive spa and bespoke cultural experience , it delivers exceptional luxury resort moments by West Lake, allowing every guest to embrace time well spent.Scheduled to open in Q2, 2027, Fairmont Hanghzou West Lake presents unparalleled cultural offerings and stands as one of brand iconic hotels with unrivaled urban presence in China, we sincerely welcome passionate service professionals who embrace the concept of "culture-empowered luxury" to join us, and co-write a brand new chapter for this distinguished century-old luxury brand by the West Lake.
