Melia Connect Operator/Trainee 美利亚热线接线员/实习生

To provide telephone service and Help fulfill guest requirements
To provide secretarial and other business related services to guests. Answers all guests questions and resolve guests concerns
提供电话服务并帮助完成客人要求,为客人提供秘书及相关商务服务，以及回答客人问题并解决客人的疑虑.
 Receive all incoming calls in a courteous and friendly manner, responsible for accurate connection
礼貌和友好地接听所有的来电, 并负责准确的接转
 Answer all calls in the manner specified by the P & P of Melia Chongqing on a consistent basis
持续一贯地遵循重庆美利亚酒店的政策和程序，礼貌地接听电话
 Answer guest’s inquires over the phone and follow up personally to resolve Guest request
接听客人的电话并亲自采取行动去完成客人的要求
 Answer the customer's call, do not transfer the call to the relevant department
回答客人的电话询问，不要将电话接转至有关部门
 Undertake the responsibilities of other departments
承担其他部门的岗位职责
 Responsible for booking and placing of guest long distance calls correctly
负责准确地预约和接通客人的长途电话
 Responsible for placing of guests’ wake-up calls accurately and timely
负责准确及时的为客人提供叫醒服务
 Perform personalized wake up call efficiently and consistently
执行个性化的叫醒服务
 Responsible for monitoring wake-up call log and take appropriate action if a call is not answered
负责检查叫醒服务记录, 并在电话没有人接听时采取适当的措施
 Responsible for paging of hotel personnel correctly when required
负责正确传呼酒店人员
 Responsible for telephone follow-up of OTA check-out guests on the same day, recording their opinions and suggestions
负责当日OTA退房客人的电话回访，记录客人的意见和建议
 Responsible for calling the welcome phone number of OTA guests for the next day's stay, contacting them in advance, and preparing the room in advance according to their needs
负责拨打第二天OTA入住客人的欢迎电话，提前与客人取得联系，根据客人需求提前做好房间准备
 Have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests` questions
充分了解酒店设施和营业时间, 确保正确回答客人的问题
 Demonstrate professional attitude and behavior at all times
在任何时候表现专业态度和行为
 Maintain personal image according to hotel and Melia Chongqing standards
根据酒店及重庆美利亚标准保持个人形象
 Complete other work arranged by superiors.
完成领导交办的其他工作。