总机接线员 Guest Service Center Agent

岗位职责Job Responsibilities
1. 接听转接电话、办理叫醒、留言、访客查询，按标准提供话务服务，解答宾客咨询。Answer and transfer calls, arrange wake-up calls, take messages and handle visitor inquiries; provide standard telephone services andrespond to guest enquiries.
2. 及时处理客诉与突发情况，同步联动客房、餐厅等部门。Timely handle customer complaints and emergencies, and coordinate with departments including Housekeeping and F&B.
3. 做好话务设备日常检查，故障问题及时上报。Carry out daily inspection of telephone equipment and report faults in a timely manner.
4. 严格恪守宾客信息保密管理要求，做好宾客信息安全管控。Strictly abide by the management requirements for guest information confidentiality and ensure effective control of guest information
security.
岗位要求 Job Requirements
1. 1 年以上奢华酒店总机一线经验。At least 1 year of front-line operator working experience
in luxury hotels.
2. 普通话标准，具备英语沟通能力，反应灵敏有耐心。Fluent standard Mandarin, basic English communication skills, quick-witted and patient.
3. 熟练使用办公软件及电话系统。 Proficient in office software and telephone systems.
4. 服务意识强，具备应急处理能力。Customer service oriented and capable of handling
emergencies.