宾客服务中心员工-Guest Service Center Agent

Essential Duties and Responsibilities
基本工作职责：
· Process all incoming 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 controls accurately wake up calls
满足客人需要被叫醒的要求。
· Assists guests with international 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 by name whenever
能够用名字称呼客人。
· Abides by principles of guest privacy. 尊重客人隐私。
· Handles guests needs or requests and reports complaints to the Service Center Supervisor or A.M
处理客人要求，并把客人投诉报告给服务中心主管或者大堂经理Report on logbook daily
每天在记事薄中作出记录。
· Check the Bill call costs
查询客人电话费。
· Aware of local telephone listings and frequently dialed numbers
了解本地常用电话号码。
· Strictly abides by standards 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 on switchboard equipment to Supervisor
通过服务中心设备向主管报告过失。
· Maintains a clean work environment
保持工作环境的清洁。
· Attends to all guest queries and requests promptly
迅速回答客人疑问，满足客人要求
· Maintains detailed knowledge of the Hotel’s fire, life and safety system
了解酒店的防火、安全系统。
· Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
详细了解突发事件的对应策略。
· Maintain Hotel Information.
了解酒店信息。