喜达屋酒店与度假村国际集团
(Starwood Hotel & Resorts Worldwide,Inc.)
喜达屋酒店与度假村国际集团 是世界酒店与休闲服务业中的领袖企业之一，在全球100个国家和地区拥有超过1000 家酒店，其自有与管理的酒店雇佣员工超过100000 名。作为世界知名的品牌，喜达屋旗下拥有瑞吉、豪华精选、W 酒店、威斯汀、艾美、喜来登、福朋酒店，雅乐轩，源宿以及Tribute Portfolio广州星木酒店咨询服务有限公司（又称“广州喜达屋客户服务中心”，简称广州CCC）为喜达屋酒店集团旗下的所有品牌服务，是一个重要的业务渠道和客户接触平台。我们关注的是中国——喜达屋在世界上最重要市场的客户需求。我们的员工主要是通过电话，邮件以及网上聊天会话的方式与客户进行交流互动。通过我们与众不同的服务，让客户在下榻酒店之前就能感受到品牌的魅力，从而建立顾客忠诚度并且扩大喜达屋的市场份额。
我们提供：
1）公司为正式员工购买养老、医疗、工伤、失业、生育保险和住房公积金，并额外购买商业医疗保险；
2）公司为让员工更好适应工作，为员工每月提供人性化补贴；
3）公司为特定班次的正式员工提供轮班补贴；
4）员工享以超值优惠入住全球喜达屋属下酒店；
5）员工拥有双向发展平台、海外培训及短期工作的机会。
1.职位名称：预订销售专员
薪资待遇：每月4-5K左右+年终奖
工作时间：
职位采取轮班工作制，每天工作8小时，每周工作5天，休息2天。可能在周末及公众节假日上班。
固定日班 ： 轮班时间为7am—11pm；
或者固定通宵班 ： 上班时间为10pm—8am（综合月薪大于6000元）；
晋升空间：纵向往上升职，或者横向跨部门发展
工作职责：
1） 为客户提供与众不同的接听体验，确保客户的需求和疑问得到满足，务求带给客户独特的感觉，从而建立长期的顾客忠诚度；
2） 负责接听中国地区以及国外所有喜达屋酒店及度假村的销售预定，协助解答客户询问；
3） 安排酒店预订，遵照公司的制度与程序，以专业的水准提供给客户有关喜达屋酒店集团的酒店信息，并着重强调我们的销售与服务；
4） 接听并处理来自旅行社、商业机构以及公众客户的预定电话；
5） 接听并协助解答喜达屋优先顾客的电话咨询，协助完成优先顾客会员登记。
2.职位名称：客户服务专员
薪资待遇：每月5-6K左右+年终奖
工作时间：职位采取轮班工作制，每天工作8小时，每周工作5天，休息2天。可能在周末及公众节假日上班。
固定日班 ： 轮班时间为9am—9pm；
晋升空间：纵向往上升职，或者横向跨部门发展
工作职责：
1） Services calls from hotels, guests, general public, SET customers, government agencies,
2） travel agents, hotels, area directors and Starwood staff and executives.
3） Records information in Starlink and establishes file on customers
4） Review all correspondences received in the Corporate Services Group regardless of its
origin.
5） Interacts with Contact Center management staff, hotel General Manager and staff in seeking
resolution to customer issues
6） Provide regular communication of all SPG program specifics. Solicit feedback and ideas from all staff with an aim to improve associate and customer perception of the program.
7） Research and analyze a variety of SPG issues utilizing various resources and tools. This
position is empowered to handle situations using decision-making latitude in solving
problems.
8） Ensure that all SPG correspondences is handled in a timely manner through distribution to
fellow associates while ensuring that necessary monitoring and work performance audits are
conducted and necessary additional training is provided to associates.
9） Ensures that responses are sent to all member queries forwarded from the hotels using
same distribution process as above.
10） To handle reservation calls during peak periods.
11） Participate in ad hoc projects as assigned by Manager.
3.职位名称：电子沟通专员
薪资待遇：每月4-5K左右+年终奖
工作时间：
职位采取轮班工作制，每天工作8小时，每周工作5天，休息2天。可能在周末及公众节假日上班。
固定日班 ： 轮班时间为7am—10pm；
晋升空间：纵向往上升职，或者横向跨部门发展
工作职责：
1） Process, investigate and resolve electronic communications received primarily by email, chat and phone generated by guests through their direct interaction with Starwood Hotel & Resorts.
2） Review correspondence received to address specific issues with an applicable explanation, solution and/or compensation using a combination of systems with proper electronic communications format including proper business letter composition and excellent spelling and grammatical skills.
3） Assist guests with the Sheraton, Westin, Luxury Collection, St. Regis, Four Points by Sheraton, W Hotels, Le Meridien, Aloft and Element websites, as well as with the Starwood Preferred Guest website by interpreting and analyzing research in order to effectively respond and resolve member concerns.
4） Identify any underlying problems/issues and contact various sources to solve the issues (example properties and corporate services etc.).
5） Follow up as needed on all correspondences that is outsourced or forwarded to another department to ensure the issue is addressed.
4.职位名称：预订销售助理
薪资待遇：4-4.5K左右+年终奖
工作时间：
职位采取轮班工作制，每天工作8小时，每周工作5天，休息2天。可能在周末及公众节假日上班。
固定日班 ： 轮班时间为7am—7pm；
晋升空间：纵向往上升职，或者横向跨部门发展
工作职责
Responsibilities:
1） Support Supervisor and Team Leader conduct coaching session for existing associates;
2） Be responsible for new hire training and nesting;
3） Analysis all reports and get back to Supervisor and Team Leader about findings;
4） Able to propose necessary training plan based on the observation of daily operation and be responsible for it;
5） Provide reservations administrative support including auditing the bookings done by reservation sales associate, central reservation system, website, mobile apps, etc;
6） Handle the calls from hotel regarding reservation inquiry, cases following, etc;
7） Trace the travel agent who does not have credit account in hotel for all reservations;
8） Follow the PCI emails which is block by system under company guideline;
9） Support to take calls when needed;
10） Any other duties that may be assigned by the department head from time to time.
工作地址：
广州市天河区林和中路8号海航（天誉）大厦（地铁三号线林和西A出口400米）
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