总机主管 Operator Supervisor

• Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc…
了解酒店，酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息, 例如位置，景色，提供物品，特色及房间类型等。
• Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures.
运用礼貌并适当的电话礼仪接听客人的电话，并对客人提出的合理要求提供最好的服务。
• Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
作为酒店，餐厅，酒吧及礼品部等开展的促销活动的代表。
• Be able to give accurate directions and information regarding the immediate and metro area.
能向客人提供准确的地铁乘坐指示及信息。
• Handle all emergencies according to established procedures.
能运用相关程序处理所有紧急事件。
• Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner.
本着及时坦率的专业态度，确保所有客人的投诉都被记录于客户回访项目中。
• Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. Practice empowerment!
确保对客人所提出的问题都能给以及时满意的答复，以及时和专业的态度完成对客人的承诺并能后续跟进。付诸于行动！
• Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available.
确保对所有个人被委托进行的后续跟进都做好相关记录，并附有所有与之相关的信息。