总机员/Telephone Operator

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。
Records all entries on traffic
sheets
将所有条目记录到电话单上。
Assists guests with
international calls and directory 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 reports complaints 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 frequently dialed 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。
Advises defects on switchboard
equipment to Supervisor
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 Emergency Response 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。