Guest Services Agent 宾客服务接待员

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 Guest Services Center Supervisor
满足客人的需要或请求，并向宾客服务中心主管汇报投诉情况。
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。
Maintain a log book to record the daily operational activities and submit the same to the superior.
每日每班次交班记录，并交给上级审阅。
Enter only official matters in the log book. Avoid any personal notes
在交班本上记录公事， 避免任何私事
Indicate time of duty and affix signature after making any entry
记录交班时要注明时间并签名
Forward log book to the superior’s office when off-duty daily
每日下班前将交班本交给上级查阅
Prepare reports on accidents to guests to damage to persons and properties within the Guest Service Center.
对发生在宾客服务中心的事故要做事故报告。
Maintain a friendly, neat and professional image to guests
保持友善，整洁和专业的酒店形象
Interact with guests to ensure expectations are being met
与宾客联络互动，确保达成宾客的期望。
Establishes and maintains effective employee working relationships
与员工建立并保持良好的工作关系。
Attends and participates in daily briefings and other meetings as scheduled
按计划参加并参与每日例会及其它会议。
Attends and participates in training sessions as scheduled
按计划参加培训活动。
Implements the hotel and department regulations, policies and procedures including but not limited to:
实施酒店和部门的规定、政策和工作程序，包括但不限于：
House Rules and Regulation 酒店的规则和规定
Health and Safety 健康和安全
Grooming 仪表仪容
Quality 质量
Hygiene and Cleanliness 卫生和清洁
Perform any other duties as requested by the superior or other Management staff
跟进上级或管理层要求的其他工作