Operator 接线员

DUTIES AND RESPNSIBILITIES 岗位职责:
Process allincoming and outgoing calls accurately and courteously
准确并有礼貌地处理所有打进和打出的电话。
Records and controlsaccurately wake up calls
满足客人需要被叫醒的要求。
Pages guests inco-operation with concerned departments
与相关部门合作，呼叫客人。
Records all entrieson traffic sheets
在交通单上记录下所有进入酒店的客人名单。
Assists guests withinternational calls and directory queries
协助客人拨打国际长途及为客人提供区号引导。
Calls guests byname whenever possible
在必要时，能够用名字称呼客人。
Pages staff memberwhen requested
在必要时，呼叫酒店员工。
Abides byprinciples of guest privacy
尊重客人隐私。
Handles guestsneeds or requests and reports complaints to the Telephone Supervisor
处理客人要求，并把客人投诉报告给宾客服务中心主管。
Report on logbookdaily
每天在记事薄中做出记录。
Billcall costs
记录客人电话费。
Awareof local telephone listings and frequentlydialed numbers
了解本地常用电话号码。
Strictly abides bystandards policies and procedures governing cases of emergency such as fire,bomb scare and other critical situations
在突发事件发生时，严格按政策执行，如火灾、炸弹威胁及其他危险事件，
Advises defects onswitchboard equipment to Supervisor
通过总机设备向主管报告过失。
Maintains a cleanwork environment
保持工作环境的清洁。
Attends to allguest queries and requests promptly
迅速回答客人疑问，满足客人要求。
Deliver guest itemon guest require.
根据客人的要求递送物品。
Maintains detailedknowledge of the Hotel’s fire, life and safety system
了解酒店的防火、安全系统。
Maintains detailedknowledge on the Emergency Response Team and workings of the telephone room inthis regard
详细了解突发事件的对应策略。
Maintain HotelInformation.
了解酒店信息。
REQUIREMENTS AND QUALIFICIATION 任职要求:
Under thegeneral direction of the Supervisor and within the limits of establishedInterContinental Hotels Group brand and local policies and procedures, overseesand directs all aspects of Guest Service Centre to achieve the highest possibleguest satisfaction. Promotes the desired work culture around the five corevalues of Trust, Integrity, Respect, One Team and Service of theInterContinental Hotels Group and the brand ethos.
按照洲际酒店集团标准，在宾客服务中心经理领导下，完成商务中心所有工作 ，尽量让客人满意。围绕信任、廉政、尊重，团队和服务五项核心价值，增强员工的工作氛围，发扬洲际团队合作精神。