Guest Service Centre Agent 宾客服务中心接待员

job overview职位概述
· Answer incoming phone callsprimarily from external callers in a timely and professional manner thatreflects highly on the hotel and brand.
· 主要负责及时和用体现酒店和品牌的专业态度接听从外部打入的电话。
At InterContinentalHotels & Resorts® we want our guests to feel special,cosmopolitan and In the Know which means we need you to:
· Be charming by being approachable, having confidence and showing respect.
· Stay in the moment by understanding and anticipating guests’ needs, being attentiveand taking ownership of getting things done.
· Make it memorable by being knowledgeable,sharing stories and showing your style to create moments that make people feelspecial.
在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你：
· 亲切、充满自信、体现尊重来展现富有魅力的你。
· 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。
· 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。
Duties andResponsibilities工作职责
· Process all incoming andoutgoing 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 accuratelywake up calls
· 准确记录并管理叫早服务。
· Pages guests in co-operationwith concerned departments
· 与相关部门合作，对客人进行呼叫。
· Records all entries on trafficsheets
· 将所有条目记录到电话单上。
· Assists guests withinternational calls and directory queries
· 协助客人处理国际长途和号码查询。
· Calls guests by name wheneverpossible
· 尽量称呼客人的姓名 。
· Pages staff member whenrequested
· 如有需要，对工作人员进行呼叫。
· Abides by principles of guestprivacy
· 遵守保护客人隐私的原则
· Handles guests needs orrequests 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 listingsand frequently dialed numbers
· 熟悉当地电话表以及常拨号码。
· Strictly abides by standardspolicies and procedures governing cases of emergency such as fire, bomb scareand 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 switchboardequipment to Supervisor
· 向主管汇报总机设备出现的问题。
· Maintains a clean workenvironment
· 保持工作环境的清洁。
· Attends to all guest queriesand requests promptly
· 及时处理客人的所有问询和要求。
· Maintains detailed knowledge ofthe Hotel’s fire, life and safety system
· 熟知酒店的消防、救生和安全系统。
· Maintains detailed knowledge onthe 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。
aCCOUNTABILITY责任范围
Number of employees supervised –
管理的员工
Direct N.A.
直接 无
Indirect N.A.
间接 无
Annual Operating Profit/Payroll Budget –
年度经营利润和薪金预算
· N.A.
· 无
Key Metrics –
主要绩效指标
· Completion of assigned tasks
· 完成分配给的工作的情况
Decision Making Responsibilities (Decision Rights) –
决策职责(决策权)﹣
· Within the authority as assignedfor Hotel Band 9 role
· 酒店职位9级所拥有职权范围
QUALIFICATIONSAND REQUIREMENTS任职要求
RequiredSkills –
技能要求
· Communication skills areutilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat 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 FrontOffice System
· 熟练使用前台系统
Qualifications –
学历
· High School or VocationalCertificate 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 customerservice or switchboard operator.
· 拥有1年宾客服务或电话总机的工作经验。