AYS Agent为您服务专线服务员

Major Functions 主要职能
¨ Report to At Your Service Supervisor.
向为您服务中心主管汇报工作。
¨ Well versed on all Brand Standard requirements for At Your Service, Business Center and related areas.
熟悉为您服务中心，商务中心及相关区域的所有品牌标准要求。
¨ Assist At Your Service Supervisor to ensure a correct and smoothly operating department, create a smooth work environment, ensure effective communication with other section in Front Office is in place.
协助为您服务中心主管的工作，确保工作能够正确，顺利，并确保与前厅部其他分部门能够有效地交流，沟通。
¨ To ensure all aspects of services from At Your Service achieve the highest guest satisfaction according to Brand Standard.
确保为您服务中心提供全方位的宾客服务来达到最高的客人满意度。
Specific Duties 具体职责
¨ Manage all equipment and item inventory in At Your Service, be familiar with the system and function.
监管为您服务中心所有设备和物品库存，熟悉系统及设备功能。
¨ Respond to incoming call within 3 rings, using correct telephone etiquette.
电话铃响3声之内回复，使用正确的电话礼仪。
¨ Address guest by name whenever possible, and protect guest privacy.
尽可能的称呼客人，且保护客人的隐私。
¨ Handle guest request promptly and report all the complaints to At Your Service Supervisor/Guest Service Manager immediately.
迅速地处理客人的要求，并且把所有的投诉都报告给为您服务中心的主管/宾客服务经理。
¨ Be familiar with all the frequent dialled numbers.
熟悉所有经常拨打的电话号码。
¨ Receive and transfer guests’ call to respective extension and room, offer to take any message if required.
接听及转接电话到相应的分机和房间，并在需要时代客留言。
¨ Ensure all wake-up call requests are recorded properly and programmed accurately.
确保叫醒服务都被记录并完成。
¨ Assist and provide local and hotel information for all callers, including hotel promotion.
协助并为所有致电者提供本地及酒店信息，包括酒店的促销活动。
¨ Monitor Call Accounting system to ensure that all phone call charge are posted.
监督电话计费系统是否正常运作，确保没有遗漏电话费。
¨ All At Your Service associates should be clear in emergency and evacuation procedures.
所有为您服务中心的员工都应清楚紧急及逃生疏散程序。
¨ Answer all the calls accurately and courteously.
准确礼貌地接听所有电话。
¨ Ensure information on white board is up to date with operation issues.
确保在白板上的信息都是与运作相关并是最更新的。
¨ Monitor video system.
监督影视系统。
¨ Night shift associates should file all the related reports.
夜班同事归档所有相关报表。
¨ Know all F&B services. e.g. food preparation process, type of food, different kind of beverages, wines and F&B terminology.
了解所有餐饮服务知识，如食物准备过程，种类，不同的酒水饮料及餐饮专业术语。
¨ Know Micros function and be well verse for take order service.
了解Micros点餐系统功能，能熟练提供点餐服务。
¨ Assist guests with new reservation upon reservation department leave the office.
在预订部下班时，为客人做预定。
¨ Ensuring all guests’ complaint and feedback are recorded in the Guest Ware.
确保所有客人的投诉及反馈都被记录于Guest Ware系统中。
¨ Have a thorough knowledge of hotel fire control procedure, alarm procedure, safety regulation, and clear the relevant person in charge, all associate should attend the training.
全面了解酒店的消防程序，报警程序，安全守则，并清楚其相关负责人,所有的员工必须参加此类培训。
¨ All At Your Service associates should adhering to all hotel policies, standards, procedures and regulations.
所有为您服务中心员工都应遵守酒店的政策、标准、流程和管理准则。
¨ Build up a good relationship with all departments for smoothly operating of At Your Service.
为顺利完成为您服务中心的工作，需与各部门保持良好的工作关系。
¨ Collect all guest feedback and pass the information to At Your Service Manager/Guest Service Manager to improve our service standard.
收集所有的客户反馈信息，并将这些信息交给为您服务中心经理/宾客服务经理以提高我们的服务水平。
¨ Timely finish the tasks which are assigned by At Your Service Supervisor.
及时完成为您服务中心主管委派的任务。
¨ Take responsibility of At Your Service Runner role when the Runner is not available.
当缺少为您服务中心传递员的时候，要担任传递员的工作角色。
¨ Handle and record all the deliveries from At Your Service.
处理为您服务中心所有物品的递送以及做好物品递送记录。
¨ Make sure all the deliveries sent to guests in 10 mins, if there is any difficulties, ask for help immediately.
确保所有的物品在10分钟之内送达，如有困难立即寻求帮助。
¨ Ensure the inventory and remove requested item from room when guest is completed with the item or upon guest departure.
必须保证库存，客人用完物品或者离店时，按要求拿回物品。
¨ Be knowledgeable of the hotel production.
熟知酒店知识。
¨ Be knowledgeable of the hotel surrounding area. Have a thorough knowledge of the guestrooms, including: locations, views, amenities, features, type, etc. and all the local information.
熟知酒店周边区域。全面了解客房区域，包括位置，视野，设施，功能，类型等,以及所有的本地信息。
¨ Any other duties as may be assigned from time to time.
承担其他实时被委派的职责。