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崗位職責/職位描述

1. To handle and transfer all incoming calls according to the standards and procedures of the hotel

根據酒店的政策和標準處理所有來電

2. To handle inquiries by providing appropriate information

提供合適準確的信息

3. To assist in locating guests and employees when requested

根據需要幫助尋找客人或者員工

4. To ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service

提供有效，友好，專注的服務，滿足或超過客人的期望

5. To update teleguides in the hotel computer system (Opera)

更新Opera系統里的相關信息

6. Handles customer complaints if possible, or reports them to supervisors

處理客人投訴，必要時向主管匯報

7. Handles all reservation correspondence and inquiries quickly, efficiently and accurately

準確，快速，有效地處理所有預定要求

8. Ensures that all reservation details are accurately entered into the computer in a timely manner

確保所有預定信息能及時，準確地錄入系統

9. Monitors hotel room inventory and maximising yield

監控房態情況，使入住率最大化

10. Maintains high standards for the Mystery Guest visits

為每年造訪的神秘客人保持我們高標準的服務質量

11. Monitors hotel overbooking status ensuring it remains within the predetermined levels

查看超額的定房情況，確保在規定的范圍之內

12. Maintains trace and filing systems for all reservations

定期存檔預定信息，維護預定系統

13. Maximises the room revenue of the hotel by upselling all hotel products and services

通過銷售酒店的產品及服務，使住房受益最大化

14. Assists in the production of reservation reports as directed

協助上級做相關的統計報表

15. Is fully conversant with al health and safety, fire and emergency procedures.

全面熟悉酒店安全與衛生工作標準及消防緊急應變程序

16. Maintains a high standard of personal hygiene, dress, uniform, and body language