Guest Services Center Agent 宾客服务接线员

· Process all incoming and outgoing calls accurately and courteously
正确并礼貌地处理所有打进和打出酒店的电话。
· Records and controls accurately wake up calls
准确记录并管理叫早服务。
· Pages guests in co-operation with concerned departments
与相关部门合作，对客人进行呼叫。
· Records all entries on traffic sheets
将所有条目记录到电话单上。
· Assists guests with international calls and directory queries
协助客人处理国际长途和号码查询。
· Calls guests by name whenever possible
尽量称呼客人的姓名 。
· Pages staff member when requested
如有需要，对工作人员进行呼叫。
· Abides by principles of guest privacy
遵守保护客人隐私的原则
· Handles guests needs or requests and reports complaints to the Telephone Supervisor
满足客人的需要或请求，并向总机主管汇报投诉情况。
· Report on logbook daily
每日记下工作日志。
· Bill call costs
提供电话费单据。
· Aware of local telephone listings and frequently dialed numbers
熟悉当地电话表以及常拨号码。
· Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
严格遵守处理紧急事件，如火灾、炸弹威胁和其它危机的标准政策和工作程序。
· Advises defects on switchboard equipment to Supervisor
向主管汇报总机设备出现的问题。
· Maintains a clean work environment
保持工作环境的清洁。
· Attends to all guest queries and requests promptly
及时处理客人的所有问询和要求。
· Maintains detailed knowledge of the Hotel’s fire, life and safety system
熟知酒店的消防、救生和安全系统。
· Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式。
· Maintain Hotel Information
保管酒店相关信息。
· Maintain a log book to record the daily operational activities and submit the same to the superior.
每日每班次交班记录，并交给上级审阅。
· Enter only official matters in the log book. Avoid any personal notes
在交班本上记录公事， 避免任何私事
· Indicate time of duty and affix signature after making any entry
记录交班时要注明时间并签名
· Forward log book to the superior’s office when off-duty daily
每日下班前将交班本交给上级查阅
· Prepare reports on accidents to guests to damage to persons and properties within the Guest Service Center.
对发生在宾客服务中心的事故要做事故报告。
· Maintain a friendly, neat and professional image to guests
保持友善，整洁和专业的酒店形象
· Interact with guests to ensure expectations are being met
与宾客联络互动，确保达成宾客的期望。
· Establishes and maintains effective employee working relationships
与员工建立并保持良好的工作关系。
· Attends and participates in daily briefings and other meetings as scheduled
按计划参加并参与每日例会及其它会议。
· Attends and participates in training sessions as scheduled
按计划参加培训活动。
· Implements the hotel and department regulations, policies and procedures including but not limited to:
实施酒店和部门的规定、政策和工作程序，包括但不限于：
o House Rules and Regulation
酒店的规则和规定
o Health and Safety
健康和安全
o Grooming
仪表仪容
o Quality
质量
o Hygiene and Cleanliness
卫生和清洁
· Perform any other duties as requested by the superior or other Management staff
跟进上级或管理层要求的其他工作