接线员Operator

•Actively look for every opportunity to get feedback from guests and employees. 
积极地寻找获取客人和员工的反馈意见的每一个机会。
•Agree and implement actions to improve the quality of customer service.
同意并实施以行动去提高对客服务的质量。·
•Introduce every guest to Hilton Honors and its benefits. Recruit as many guests as possible to join Hilton Honors. Recognize member guests and ensure that Hilton Honors member guests receive personalized, professional service and applicable incentives.
向每一位客人介绍希尔顿荣誉客会以及其优惠政策。尽可能的招募更多的客人加入希尔顿荣誉客会。认知会员客人，确保希尔顿荣誉客会会员客人收到个性化、专业的服务以及相应的优惠政策。
•When necessary, timely and effectively handle the guest's complaint, notify the guest service manager or guest relationship manager to continue to follow up and return to the visitor to ensure that the guest is satisfied with the solution (service remedy).
必要时及时有效的处理客人的投诉，知会宾客服务经理或宾客关系经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。
•Treat and deal with guest complaints and feedback with a clear attitude and correctly, follow up and report to the customer service center supervisor, and learn from it.
以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向客服中心主管报告，并从中学习。       
•Ensure that all guest requests and questions are responded to and dealt with quickly and efficiently, while helping others during the daily peak period.
确保所有的客人要求和问题都迅速和有效地响应和处理，同时在每日高峰期的时候给予他人帮助。
•Answer and answer inquiries from domestic and foreign guests in a timely manner, correctly transfer calls and provide guests with the required information.
及时地接听、回答国内外客人的询问，正确地转接电话并向客人提供所需信息。
•Effectively manage the communication of telephone, fax, email, etc. in the hotel, so that guests feel welcomed by the hotel.
有效的管理酒店内电话，传真，邮件等的交流，让客人觉得受到该酒店的欢迎。
•Get the latest information about the surrounding areas of the city, places of interest, scenic spots, etc., for the convenience of customers.
了解城市周边地区的最新信息，名胜，风景地等，为顾客提供方便。
•Familiar with the operation of the telephone system, OnQ, PM system and Micros system.
熟悉电话系统，OnQ、PM系统以及Micros系统的操作。
•Active work, friendly service to guests.
积极的工作，友好的为客人提供服务。