Raffles Service Operator 宾客服务中心接线员

PURPOSE OF POSITION职位目的
To ensure all aspects of Telecommunications services achieve the highest possible guest satisfaction in accordance with the Hotel’s standards.
按照酒店品牌标准提供全方面的宾客服务并尽可能达到最高的客人满意度。
KEY ROLES & RESPONSIBILITIES重要职责和责任
· Process all incoming and outgoing calls accurately and courteously
· 准确而礼貌地接听所以打进和转出的电话
· Ensure smooth internal telecommunication as per Raffles Standards
· 按照莱佛士酒店标准确保内部各部门间的沟通流畅
· Accurately record and control wake-up calls
· 准确地记录并掌控叫醒服务
· Assist guests with international calls and directory queries
· 协助解答客人关于国际长途和咨询方面事宜
· Call guests by name whenever possible
· 通话过程中尽可能多的称呼客人姓名
· Page staff member when requested
· 按照需求传呼相关同事
· Abide by principles of guest privacy
· 严格遵照客人隐私为准绳
· Handle guests requests promptly and report complaints to the Telephone Operator Supervisor
· 及时处理客人需求并将客人投诉汇报给当班主管
· Bill call costs
· 电话费账单成本统计
· Aware of local telephone listings and frequently dialed numbers
· 熟知本地电话薄和常用电话号码
· Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
· 严格按照酒店品牌标准、政策及程序管理并处理如火警、炸弹威胁和其他危险情况的发生
· Advise defects on switchboard equipment to Supervisor
· 向主管在交班本上提出设备及运作中发现的不足及缺陷
· Maintain a clean work environment
· 保持干净的工作环境
· Maintain detailed knowledge of the Hotel’s fire, life and safety system
· 熟知酒店的火警，逃生及安全系统
· Adhere to OH&S policies and procedures
· 遵守OH&S 政策和程序
PERSONAL ATTRIBUTES个人特质
· Written and verbal communication skills in English
· 流利的英语书写和口头交流
· Able to develop rapport with Colleagues and Management staff
· 有能力处理好同事和上级的关系
· Ability to work cohesively with co-workers as part of a team
· 有较强的团队合作能力
· Ability to focus attention on guest needs, remaining calm and courteous at all times
· 可以把工作重心放在客人需求，同事任何时候保持冷静和有礼貌
· Ability to promote positive relations with all hotel guests & patrons
· 有能力积极提高与酒店客人以及业主的关系
· Able to exercise good judgment with difficult guests
· 可以从投诉客人处得到不错的评价
· Understanding and ability to work in a multi-cultural environment
· 理解并有能力在一个多文化环境下工作
QUALIFICATIONS学历要求
· Secondary Education or relevant qualifications in Hotel Management.
· 中等教育或相关酒店管理资历
EXPERIENCE经验要求
· Minimum 1 year relevant experience preferably in a four or five star hotel
· 至少一年四星或五星相关工作经验