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崗位職責/職位描述

·???????? Process all incoming and outgoing calls accurately and courteously

·???????? 正確并禮貌地處理所有打進和打出酒店的電話。

·???????? Records and controls accurately wake up calls

·???????? 準確記錄并管理叫早服務。

·???????? Pages guests in co-operation with concerned departments

·???????? 與相關部門合作，對客人進行呼叫。

·???????? Records all entries on traffic sheets

·???????? 將所有條目記錄到電話單上。

·???????? Assists guests with international calls and directory queries

·???????? 協助客人處理國際長途和號碼查詢。

·???????? Calls guests by name whenever possible

·???????? 盡量稱呼客人的姓名 。

·???????? Pages staff member when requested

·???????? 如有需要，對工作人員進行呼叫。

·???????? Abides by principles of guest privacy

·???????? 遵守保護客人隱私的原則

·???????? Handles guests needs or requests and reports complaints to the Telephone Supervisor

·???????? 滿足客人的需要或請求，并向總機主管匯報投訴情況。

·???????? Report on logbook daily

·???????? 每日記下工作日志。

·???????? Bill call costs

·???????? 提供電話費單據。

·???????? Aware of local telephone listings and frequently dialed numbers

·???????? 熟悉當地電話表以及常撥號碼。

·???????? Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations

·???????? 嚴格遵守處理緊急事件，如火災、炸彈威脅和其它危機的標準政策和工作程序。

·???????? Advises defects on switchboard equipment to Supervisor

·???????? 向主管匯報總機設備出現的問題。

·???????? Maintains a clean work environment

·???????? 保持工作環境的清潔。

·???????? Attends to all guest queries and requests promptly

·???????? 及時處理客人的所有問詢和要求。

·???????? Taking reservations from different channels when Reservation Team is absent, including Ctrip, Meituan, corporate and voucher bookings.

·???????? 預訂部未有人當班時需要承接攜程、美團、公司及房券的訂單做預訂。

·???????? Maintains detailed knowledge of the Hotel’s fire, life and safety system

·???????? 熟知酒店的消防、救生和安全系統。

·???????? Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard

·???????? 熟知緊急事件處理小組的相關情況以及電話室在此方面的工作方式。

·???????? Maintain Hotel Information

·???????? 保管酒店相關信息。

·?????????Experience working in Intercontinental Group hotels is preferred

·?????????具備洲際集團旗下酒店工作經驗優先考慮