Reservation Agent/Operator预订文员/接线员

Perform the actual manual and technical operationof the PABX Switchboard, Send faxes and provide a system of locating or pagingguests who have telephone calls. To facilitate a memorable guest experienceduring the guests stay, by delivering items, acting upon requests and providingguest 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 thecorrect operation of the switchboard for fast and efficient transferring ofinternal and external calls.
快速高效的转接所有来电。
2. Greetscustomers immediately with a friendly and sincere welcome. Responds toinquiries with accurate information regarding hours of outlet operation,directions to local attractions, or meeting rooms, etc. according to individualneeds.
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 CarelineSupervisor or Manager is kept fullyaware 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 allthe equipment in Careline Centre all the time to ensure smooth operation:paging system, fax machine, voice mail system, FCS system, etc. Keep theCareline centre clean and tidy to ensure that all the staff may work in acomfortable 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 VIParrival and ensures proper handling of VIPs and groups.
关注VIP预抵及团队客人.
6. Takes anactive role in the team by being kind, cooperative, helpful and neverforgetting the person behind the guest.
积极的工作，友好的为客人提供服务。
7. Activelytakes part in training where and when required, attending formal trainingsessions and on the job training to ensure standards and develop skills andabilities.
积极地参加职业培训,保证工作能力
8. Contributesto the hotel and team by sharing new ideas and suggestions for improvements,being innovative and creative to provide quality service and customer care toteam 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 allguests communications with a warm tone, ensuring that they feel welcomed andappreciated 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. Transfersall internal and external guest calls to the appropriate party correctly, withminimal delay.
及时准确的为国内外宾客转接电话。
11. Handles anddelivers messages in a confidential and professional manner, maintaining guestsprivacy and integrity of the message, and ensuring that the message is accurateand 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. Maintainsthe integrity of the hotels information by not providing confidential orprivacy invasive information about guests or the hotel. Maintains the integrityof the guests privacy at all times and adheres to Hilton Brand Standards forcommunication.
遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。
13. Handlescomplaints promptly and efficiently, taking the necessary action, and informingthe 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. Maintainsawareness of guest’s profile and specific preferences
维护客户资料和详细信息
15. Ensures thatVIP guests are treated personally and recognized as an individual.
确保VIP客人的待遇。
16. Inputsinformation in to Fidelio regarding guests, ensuring accuracy and that alldetails are completed and that the information can be clearly understood byother 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. AppliesHilton Brand Standards in each and every action, acting as a role model andexample of how the standards should be carried out in a practical setting.
遵循希尔顿品牌标准。
18. Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton International, MEAP & other properties in China.
了解酒店及希尔顿集团的基本概况。
19. Is up todate with information on facilities, attractions, places of interest, sightsand 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. Effectivelycommunicates, 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. Reportsproblems with hotel systems, hardware or facilities to the appropriate partyand 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 outadministrative 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. Hasknowledge and understanding of basic computer application and their use, thatcan effectively demonstrated.
能熟练的掌握和运用电脑。
24. Passes oninformation effectively, ensuring that all necessary details are communicatedto the intended person and that any pending action is completed and guestsatisfaction confirmed. Attends daily briefings, shift handovers, meetings andreads 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 todate and aware of competitor activities in order to be informed.
警惕商业竞争行为，并及时上报。
26. Correctlyposts charges for telephone charges and the business centre, as well as managethe 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 befully familiar with emergency contingency plans/safety and responsibilitiesrelating 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. Themanagement reserves the right to change / extend this job description ifnecessary 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 andresponsibilities as assigned.
完成任何其他合理的职责和被指派的职责。