客服中心接待员 Guest Service Center Agent

·         Process all incoming and outgoing calls accurately and courteously
·         正确并礼貌地处理所有打进和打出酒店的电话。
·         Records and controls accurately wake up calls
·         准确记录并管理叫早服务。
·         Pages guests in co-operation with concerned departments
·         与相关部门合作，对客人进行呼叫。
·         Records all entries on traffic sheets
·         将所有条目记录到电话单上。
·         Assists guests with international calls and directory queries
·         协助客人处理国际长途和号码查询。
·         Calls guests by name whenever possible
·         尽量称呼客人的姓名 。
·         Pages staff member when requested
·         如有需要，对工作人员进行呼叫。
·         Abides by principles of guest privacy
·         遵守保护客人隐私的原则
·         Handles guests needs or requests and reports complaints to the Telephone Supervisor
·         满足客人的需要或请求，并向总机主管汇报投诉情况。
·         Report on logbook daily
·         每日记下工作日志。
·         Bill call costs
·         提供电话费单据。
·         Aware of local telephone listings and frequently dialed numbers
·         熟悉当地电话表以及常拨号码。
·         Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
·         严格遵守处理紧急事件，如火灾、炸弹威胁和其它危机的标准政策和工作程序。
·         Advises defects on switchboard equipment to Supervisor
·         向主管汇报总机设备出现的问题。
·         Maintains a clean work environment
·         保持工作环境的清洁。
·         Attends to all guest queries and requests promptly
·         及时处理客人的所有问询和要求。
·         Maintains detailed knowledge of the Hotel’s fire, life and safety system
·         熟知酒店的消防、救生和安全系统。
·         Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
·         熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式。
·         Maintain Hotel Information
保管酒店相关信息。
·         Experience working in Intercontinental Group hotels is preferred
·         具备洲际集团旗下酒店工作经验优先考虑