Reservation Agent/Operator预订文员/接线员

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 DoubleTree Brand Standards.
礼貌专业的接听，转接所有来电，依照希尔顿逸林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.
Applies
Hilton Brand Standards in each and every action, acting as a role model and
example of how the standards should be carried out in a practical setting.
遵循希尔顿品牌标准。
18.
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。
19.
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。
20.
Effectively
communicates, coordinates and cooperates with Housekeeping, F&B,
Engineering and IT.
与餐饮部，客房部，工程部，IT等进行有效的联络。
21.
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。
22.
Carries out
administrative duties of the department where required, including typing,
printing, binding, and filing.
如有需要，完成部门的行政任务，包括打字复印，装订等。
23.
Has
knowledge and understanding of basic computer application and their use, that
can effectively demonstrated.
能熟练的掌握和运用电脑。
24.
Passes on
information effectively, ensuring that all necessary details are communicated
to the intended person and that any pending action is completed and guest
satisfaction confirmed. Attends daily briefings, shift handovers, meetings and
reads the log book on a daily basis.
确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。
25.
Keeps up to
date and aware of competitor activities in order to be informed.
警惕商业竞争行为，并及时上报。
26.
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。
27.
Must be
fully familiar with emergency contingency plans/safety and responsibilities
relating to specific positions.
熟悉火灾等突发情况的预警措施并严格按照酒店的相关规章制度予以执行。
28.
The
management reserves the right to change / extend this job description if
necessary at any point of time during her / his employment.
如有必要 ，该部门有权更改或补充该职位描述。
29. Carries out any other reasonable duties and
responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。