前厅部实习生 Front Office Trainee

Your day to day 日常职责
1.Answer all incoming calls to the hotel switchboard, greeting guests with standard scripts and providing clear, friendly responses.
负责接听酒店总机来电，按照标准话术问候宾客并提供清晰、友好的应答服务。
2.Accurately transfer internal and external calls to the appropriate departments or guest rooms, ensuring all call requests are promptly connected.
准确转接内外线电话至相关部门或客房，确保来电需求被及时对接。
3.Assist in handling guest phone reservations, inquiries, and service requests such as wake-up calls, room service, and message delivery, promptly inputting details into the system.
协助处理宾客电话预订、咨询及服务请求（如叫醒服务、客房送餐、留言转达等），并及时录入系统
4.Be familiar with hotel facilities, surrounding areas, and city information, able to quickly and accurately answer a variety of guest inquiries.
熟悉酒店设施、周边环境及城市信息，能快速、准确解答宾客的各类问询。
5.Record and follow up on guest complaints or special requests, promptly relay to relevant departments, confirm resolution, and ensure complete follow-through.
记录并跟进宾客的投诉或特殊需求，及时转达至相关部门并确认处理结果，确保闭环跟进。
What we need from you 我们需要你具备
1.Currently enrolled in a college or university, preferably majoring in Hotel Management, Tourism Management, or a related field. Minimum internship period of 6 months.
大专/本科院校在读，酒店管理、旅游管理或相关专业优先，实习周期6个月起。
2.Have a pleasant voice with strong listening skills and empathy, able to deliver warm service experiences over the phone.
声音亲切，具备出色的倾听能力和共情力，能在电话中传递有温度的服务体验。
3.Strong multi-tasking skills, able to handle multiple incoming lines simultaneously while remaining calm and organized.
具备较强的多任务处理能力，能同时应对多条线路呼入并保持冷静有条理。