服务中心话务员Operator

1.Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
接听所有来电，按照凯宾斯基的标准，以高效、友好和关心的方式将其连接到适当的分机上。
2.Write down messages accurately for our guests and deliver messages in a timely manner.
准确的为客人留言，及时的传递信息。
3.Handle guests' requests for DND (Do Not Disturb) and confidential status.
处理客人对DND(请勿打扰)和机密状态的要求。
4.Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
根据LQA标准为客人处理个人叫醒电话，并为团队和机组客人处理自动叫醒电话。
5.Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
6.以友好和关心的态度回答客人的所有问题/要求，采取适当的行动，如果需要的话，把事情交给相关人员处理。它可能是提供信息或帮助打外线或处理投诉等。
7.In case of emergency, handles all communications for the hotel whilst serving as the communication center.
在紧急情况下，作为沟通中心处理酒店所有的沟通事宜。
8.Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
9.保存每一个国内直拨电话和国际直拨电话的完整记录。与前厅接待处协调所有电话费，确保客人的电话费已被收取。
10.Monitor TV channels in addition to outlets' and public area's music to ensure smooth and proper functioning.
监控电视频道和公共区域的音乐，确保其正常运行。
11.In case of emergency, handle all communications for the hotel whilst serving as the communication center.
在紧急情况下，作为酒店的通讯中心处理酒店所有的通讯事宜。
12.Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
熟悉电话号码簿，新员工和离职员工，紧急情况处理程序，特殊促销活动和酒店产品知识。
13.Maintain the neatness of their working area at all time.
保持工作区域的整洁。
14.Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
根据业务和酒店的需要，随时可以增加额外的职责和任务
Job Requirements:
任职要求：
Brief knowledge of hotel operations & Computer systems
熟悉酒店运营及电脑系统