客服中心文员

· Process all incoming and outgoing calls accuratelyand 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 concerneddepartments
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 anddirectory 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 reportscomplaints 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 listings and frequentlydialed numbers
熟悉当地电话表以及常拨号码。
· Strictly abides by standards policies andprocedures governing cases of emergency such as fire, bomb scare and othercritical 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 toSupervisor
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 EmergencyResponse 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。
· To be multi-skilled according to hotel operationneed, to perform other assignments as requested
根据酒店运作需要，参与酒店不同的工作任务，并完成其它指定的任务。
Required Skills –
技能要求
· Communication skills are utilized a significantamount of time when interacting with others; demonstrated ability to interactwith customers, employees and third parties that 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 writeEnglish
能够读写英语
· Proficient in the use ofFront Office System
熟练使用前台系统
Qualifications –
学历
· High School or Vocational Certificate in BusinessManagement, 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。