服务中心接待 Service Center Agent

Majorly focus on Service Center and Reservation daily operation, implement Service Center and Reservation policy and service standard, provide a friendly and punctual information inquires, reservation and wake-up call service, to ensuring a seamless experience for the guest telephone.
总机接线员主要负责总机和预订部的日常运营，执行总机和预计的政策和服务标准，友善和准时的为客人提供问询、预订和叫醒服务，来确保客人的电话体验。
Efficiency of guest service process and accuracy in fulfilling of guest requests.
确保对客服务的效率性，并确保满足客人需求的准确性。
All calls direction to Service Center will be action from within the “service request” or “service recovery” and reservation modules; the guest is not transferred.
确保为所有电话和预订需求提供一站式服务，宾客电话不会被转接。
Operates switchboard consoles, paging system, and computer equipment in accordance with departmental procedures.
熟练地操作总机的控制台，呼叫系统，并与部门的计算机程序相联系。
Implement with departmental functions of Room Service, Restaurant reservations, Housekeeping coordination, Fitness Centre reservations, and Engineering coordination are carried out efficiently.
高效协助客房餐饮、餐厅预订、客房部、健身中心预订及工程部的职能。
Strictly keep of work safety, guests’ and colleagues’ data safety.
保证工作安全，客人和人才信息安全。
Record and process reservations made by phone/fax/email.
记录并处理所有电话、传真和邮件的预订。
Sell the AccorHotels products and services using up-selling and suggestive selling techniques.
运用销售技巧和房间销售升级技巧推广雅高酒店集团的产品和服务。
Updating reservations in the PMS received via the interface.
及时更新收到的预订信息。
Understand and be able to answer all questions about rates, room categories and seasonality.
明白并有能力的回答所有关于价格、房间、房型和季节性问题。
Pro-actively try to cross-sell (F&B, Spa, etc.) and up-sell room types.
积极主动尝试交叉销售（餐饮、娱乐等）和客房升级销售的房间类型。
Be able to clearly communicate information to guests or colleagues.
能清晰地表达同事或客人所要的信息。
Manage “no show” reservations by investigation and recording of same.
调查并记录所有应到未到预订。
Arrange transportation service according hotel Standard.
依照酒店标准为客人安排接送机服务。
Prepare reports as requested (eg：Arrival, VIP etc).
准备部门报表（如：到达名单、重要客户名单等）。
To ensure that all potential and real hazards are reported and rectified immediately.
立即报告和纠正所有潜在和现实危害。
To understand and strictly adhere to the Hotel’s Talent Handbook.
明白并且遵守酒店人才手册的规定。
Performs any other duties as assigned to him/her by management.
执行任何管理层给予的任务。