宾客服务中心文员

岗位职责
• 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。
• Responsible for entering accurate room status into computer daily and investigate discrepancies
• 负责每天将客房情况准确的输入电脑并调查各种异常情况。
• Do reservation job when Reservation Department is duty off.
• 在预订部不当班期间承接预订工作。
Required Skills –
技能要求
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company
• 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力
• Able to read and write English
• 能够读写英语
Qualifications –
学历
• Outgoing personality and desire to learn
• 性格外向，乐于学习
Experience –
经历
• 1 year experience in a related discipline or an equivalent combination of education and experience.
• 拥有1年与此相当的教育和相关工作经验结合的背景.
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