宾客服务中心接待员Guest Service Center

Duties and Responsibilities工作职责
· 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。
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求
· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
· 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
· Able to read and write English
· 能够读写英语
· Proficient in the use of Front Office System
· 熟练使用前台系统
Qualifications –
学历
· High School or Vocational Certificate in Business Management, Business Study or equivalent
· 具有高中或商业管理，商务或相关的专业证书。
Experience –
经验
· 1 year experience in customer service or switchboard operator.
· 拥有1年宾客服务或电话总机的工作经验。