JOB OVERVIEW职位概述
•Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand.
• 主要负责及时和用体现酒店和品牌的专业态度接听从外部打入的电话。
DUTIES AND RESPONSIBILITIES工作职责
• Process all incoming and outgoing calls accurately and 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 concerned departments
• 与相关部门合作,对客人进行呼叫。
• Aware of local telephone listings and frequently dialled numbers
• 熟悉当地电话表以及常拨号码。
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical 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。
• Maintain Hotel Information
• 保管酒店相关信息。
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with 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 write English
• 能够读写英语
• Proficient in the use of Front Office System
• 熟练使用前台系统
Qualifications –
学历
• High School or Vocational Certificate in Hotel Management, or equivalent
• 具有高中或酒店管理或相关专业证书。
Experience –
经验
• 1 year experience in customer service or switchboard operator.
• 拥有1年左右宾客服务或电话总机的工作经验。
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