接线员 Operator

Perform the actual manual and technical operation of the PABX Switchboard, Send faxes and provide a system of locating or paging guests who have telephone calls. To facilitate a memorable guest experience during the guests stay, by delivering items, acting upon requests and providing guest assistance where required, and to adhere to Brand Standards.
礼貌专业的接听，转接所有来电，依照希尔顿品牌标准及客人的不同需求协同相关部门为客人提供服务，让顾客在到达，停留，离开的整个过程中享受热情周到的服务。
1.Ensure the correct operation of the switchboard for fast and efficient transferring of internal and external calls.
快速高效的转接所有来电。
2.Greets customers immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, etc. according to individual needs.
诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间方位等。
3.Ensure the Careline Supervisor or  Manager is kept fully aware of any relevant feedback from either customers or other department.
将客人和其他部门的意见和建议及时反馈给关爱热线主管或经理。
4.Check all the equipment in Careline Centre all the time to ensure smooth operation: paging system, fax machine, voice mail system, FCS system, etc. Keep the Careline centre clean and tidy to ensure that all the staff may work in a comfortable environment.
时刻关注关爱热线各项设施设备的运转是否正常，如传呼系统，语音留言，FCS 系统等。保证关爱热线的清洁干净，为员工提供一个相对舒适的工作环境。
5.Reviews VIP arrival and ensures proper handling of VIPs and groups.
关注VIP预抵及团队客人.
6.Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
积极的工作，友好的为客人提供服务。
7.Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities. 
积极地参加职业培训,保证工作能力
8.Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
9.Greets all guests communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.
交流的时候热情的语调和所有宾客问候，让他们觉得受到酒店的欢迎。
10.Transfers all internal and external guest calls to the appropriate party correctly, with minimal delay.
及时准确的为国内外宾客转接电话。
11.Handles and delivers messages in a confidential and professional manner, maintaining guests privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.
准确及时的为客人传递信息，确保顾客隐私。
12.Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests privacy at all times and adheres to Hilton Brand Standards for communication.
遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。
13.Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知关爱热线经理或宾客关系经理。回访客人，确保客人对解决方法满意。
14.Maintains awareness of guest’s profile and specific preferences
维护客户资料和详细信息
15.Ensures that VIP guests are treated personally and recognized as an individual.
确保VIP客人的待遇。
16.Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.
将顾客信息录入酒店管理系统，确保团队成员能清晰的看懂。
17.Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China. 
了解酒店及希尔顿集团的基本概况。
18.Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
19.Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
20.Correctly posts charges for telephone charges and the business centre, as well as manage the hotels communication system to ensure that there is no loss of revenue.
准确收取电话和商务中心费用, 连同处理酒店沟通制度，确保酒店应得收入。