总机 Guest Service Center Agent

1. To handle and transfer all incoming calls according to the standards and procedures of the hotel.
根据酒店的政策和标准处理所有来电
2. To handle inquiries by providing appropriate information.
提供合适准确的信息
3. To assist in locating guests and employees when requested.
根据需要帮助寻找客人或者员工
4. To ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service.
提供有效，友好，专注的服务，满足或超过客人的期望
5. To update teleguides in the hotel computer system (Opera).
更新Opera系统里的相关信息
6. To handle the hotel wake up service.
提供叫醒服务
7. To take and forward messages accurately and in a timely manner.
提供准确及时的留言服务
8. Administers the hotel’s billing system for telephone charges.
确保电话计费系统运转正常
9. Handles customer complaints if possible or reports them to supervisors.
处理客人投诉，必要时向主管汇报
10. Remain on duty at the switchboard during times of emergencies and calamities to keep the flow of communication within and outside of the Hotel open and continuous until such time she is ordered to be relieved or dismissed. Be calm and composed, DO NOT PANIC during emergencies.
当紧急情况或灾难发生时，宾客服务中心员工必须坚守岗位，保持冷静和镇定， 确保酒店内外通讯畅通，直到被替换或疏散
11. Maintains high standards for the annual Leading Quality Assurance (LQA) Mystery Guest visits
为每年造访的 (LQA) 神秘客人保持我们高标准的服务质量
12. Assists in the production of reservation reports as directed
协助上级做相关的统计报表