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崗位職責/職位描述

Responsible for answering and processing all phone calls directed to the Call Centre. All calls must be answered with a smile in your voice and processed with service with poise. Where necessary follow up must be performed to ensure guests tasks are completed within target timelines. A full up to date working knowledge of the hotel services and local information is required. A thorough understanding of the daily use of all information systems including the PMS, Micros, PABX and the FCS is required.

責任于接聽和處理所有服務中心的電話。接聽所有電話必須帶著微笑并提供真誠的服務。執行所有需要跟進的事宜以確保在規定時間內完成規定的任務。要求擁有充分酒店服務和當地信息的知識。要求全面了解日常信息系統的使用，包括PMS, Micros, PABX和FCS。

Ensure the delivery of friendly and efficient guest service with poise while speaking with a smile in your voice.
聲音中帶著微笑，確保提供友好，友善的真誠服務。
Be knowledgeable about hotel accommodation, restaurants & bars and other facilities & services.
了解酒店住宿，餐廳酒吧以及其他設施服務。
Process jobs using FCS and follow up as necessary to ensure tasks are processed to meet target service delivery timelines.
運用FCS進行工作，在有必要的情況下跟進以確保在規定時間內完成任務。
Handle dissatisfied guests to resolve complaints and request assistance from other departments when necessary.
處理賓客對于不滿意的投訴并在有必要的情況下向其他部門提出協助的要求。
Participate in the Call Centers weekly audit program to continually improve individual and department performance.