宾客服务中心服务员（总机）Guest Service Officer- Guest Service Centre

 
确保以礼貌、高效的方式处理所有来电。
Ensures all telephone calls are handled in a polite, efficient manner.
对不能立即解决的投诉和问题，向领班/副理报告。
Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found.
确保具有营销员的态度，并抓住酒店内的一切销售机会。
Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.
确保对酒店产品和当地情况的高度了解。
Ensures a high level of product knowledge of hotel and local area.
确保始终提供高水准的服务。
Ensures a high level of customer service is consistently maintained.
根据部门程序，操作总机的控制台、呼叫系统和员工计算机系统。
Operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.
确保将任何来自客人或其它部门的反馈及时并准确地汇报给领班/副理。
Ensures the Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments.
确保具有高水平的酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。
To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises.
主动向潜在客人推荐金护照计划。
Promotes Gold Passport programme to potential guests whenever possible.
遵守房务部制定的所有系统和程序。
Complies with all systems and procedures as laid down by the Room Division.
必要时协助预订部的工作。
Assists with reservations whenever necessary.
及时处理所有收到及发出的邮件和传真。
Handles incoming and outgoing mail, and faxes in a timely manner.
全面了解酒店提供的所有服务。
Has a thorough understanding of all the services offered by the Hotel.
熟悉城市的每个方面，以便礼貌并高效的满足客人需求。
Fully conversant in all aspects of the city in order that all guests’ queries can be handled efficiently and courteously.
确保将所有预订、定单、申请准确及迅速地传送到有关部门。
Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the department concerned.