岗位职责/职位描述

Responsible for answering and processing all phone calls directed to the Call Centre. All calls must be answered with a smile in your voice and processed with service with poise. Where necessary follow up must be performed to ensure guests tasks are completed within target timelines. A full up to date working knowledge of the hotel services and local information is required. A thorough understanding of the daily use of all information systems including the PMS, Micros, PABX and the FCS is required.

责任于接听和处理所有服务中心的电话。接听所有电话必须带着微笑并提供真诚的服务。执行所有需要跟进的事宜以确保在规定时间内完成规定的任务。要求拥有充分酒店服务和当地信息的知识。要求全面了解日常信息系统的使用，包括PMS, Micros, PABX和FCS。

Ensure the delivery of friendly and efficient guest service with poise while speaking with a smile in your voice.
声音中带着微笑，确保提供友好，友善的真诚服务。
Be knowledgeable about hotel accommodation, restaurants & bars and other facilities & services.
了解酒店住宿，餐厅酒吧以及其他设施服务。
Process jobs using FCS and follow up as necessary to ensure tasks are processed to meet target service delivery timelines.
运用FCS进行工作，在有必要的情况下跟进以确保在规定时间内完成任务。
Handle dissatisfied guests to resolve complaints and request assistance from other departments when necessary.
处理宾客对于不满意的投诉并在有必要的情况下向其他部门提出协助的要求。
Participate in the Call Centers weekly audit program to continually improve individual and department performance.