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崗位職責/職位描述

PURPOSE OF POSITION職位目的

To ensure all aspects of Telecommunications services achieve the highest possible guest satisfaction?in accordance with the Hotel’s standards.

按照酒店品牌標準提供全方面的賓客服務并盡可能達到最高的客人滿意度。

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KEY ROLES & RESPONSIBILITIES重要職責和責任

·?Process all incoming and outgoing calls accurately and courteously

·?準確而禮貌地接聽所以打進和轉出的電話

·?Ensure smooth internal telecommunication as per Raffles Standards

·?按照萊佛士酒店標準確保內部各部門間的溝通流暢

·?Accurately record and control wake-up calls

·?準確地記錄并掌控叫醒服務

·?Assist guests with international calls and directory queries

·?協助解答客人關于國際長途和咨詢方面事宜

·?Call guests by name whenever possible

·?通話過程中盡可能多的稱呼客人姓名

·?Page staff member when requested

·?按照需求傳呼相關同事

·?Abide by principles of guest privacy

·?嚴格遵照客人隱私為準繩

·?Handle guests requests promptly and report complaints to the Telephone Operator Supervisor

·?及時處理客人需求并將客人投訴匯報給當班主管

·?Bill call costs

·?電話費賬單成本統計

·?Aware of local telephone listings and frequently dialed numbers

·?熟知本地電話薄和常用電話號碼

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

·?嚴格按照酒店品牌標準、政策及程序管理并處理如火警、炸彈威脅和其他危險情況的發生

·?Advise defects on switchboard equipment to Supervisor

·?向主管在交班本上提出設備及運作中發現的不足及缺陷

·?Maintain a clean work environment

·?保持干凈的工作環境

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

·?熟知酒店的火警，逃生及安全系統

·?Adhere to?OH&S policies and procedures

·?遵守OH&S 政策和程序

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PERSONAL ATTRIBUTES個人特質

·?Written?and verbal communication skills in English

·?流利的英語書寫和口頭交流

·?Able to develop rapport with Colleagues and Management staff

·?有能力處理好同事和上級的關系

·?Ability to work cohesively with co-workers as part of a team

·?有較強的團隊合作能力

·?Ability to focus attention on guest needs, remaining calm and courteous at all times

·?可以把工作重心放在客人需求，同事任何時候保持冷靜和有禮貌

·?Ability to promote positive relations with all hotel guests & patrons

·?有能力積極提高與酒店客人以及業主的關系

·?Able to exercise good judgment with difficult guests

·?可以從投訴客人處得到不錯的評價

·?Understanding and ability to work in a multi-cultural environment

·?理解并有能力在一個多文化環境下工作

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QUALIFICATIONS學歷要求

·?Secondary?Education or relevant qualifications in Hotel Management.

·?中等教育或相關酒店管理資歷

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EXPERIENCE經驗要求

·?Minimum?1 year relevant?experience preferably in a four or five star hotel

·?至少一年四星或五星相關工作經驗