To
serve as the main point of contact for all guest requests and needs. Agent is responsible for answering calls in
order, recording the guest request and then pursuing the issue to a resolution. The agent must exhibit courteous hospitality
at all times and fully own the guest issue. When in communication with the
guest, the agent must be proactive in every area including offering additional
services. Most importantly the agent
must coordinate the response to the guest issue and then follow up with the
guest to ensure satisfaction with the result.

作為處理所有客人需求的主要服務中心。接線員的主要職責是按規定接聽電話，記錄客人的要求然后盡快完成。接線員在處理客人要求的過程中須始終保持禮貌的態度。在與客人交流的過程中，接線員須積極對待并提供更進一步的服務。作為接線員，最重要的是須通過協調后給客人以答復，并且后續跟進以確保客人對處理結果滿意。

SPECIFIC DUTIES 工作任務 :


Have knowledge of
hotel, hotel associates, and hotel services with hours of operations for
all departments’ involved and surrounding areas.Has a thorough knowledge
of guestrooms including: locations,
views, amenities, features, types, etc…


了解酒店，酒店各部門員工以及酒店各項服務設施及周邊地區設施的營業及服務時間。清楚客房的相關信息, 例如位置，景色，提供物品，特色及房間類型等。



Offer the hotel guests
the best possible service through courteous and proper phone answering
procedures through proper telephone procedures.


運用禮貌并適當的電話禮儀接聽客人的電話，并對客人提出的合理要求提供最 好的服務



Be an ambassador by
promoting the hotel, restaurant, lounge, gift shops, etc.


作為酒店，餐廳，酒吧及禮品部等開展的促銷活動的代表。



Be able to give
accurate directions and information regarding the immediate and metro
area.


能向客人提供準確的地鐵乘坐指示及信息。



Handle all
emergencies according to established procedures.


能運用相關程序處理所有緊急事件。



Ensure all customer
complaints are recorded in the Guest Response Program in a timely and
directly professional manner.


本著及時坦率的專業態度，確保所有客人的投訴都被記錄于客戶回訪項目中。



Ensure all guests
experiencing a problem receive an immediate response along with
satisfactory resolved, any promised compensation is delivered and all
guests receive appropriate follow up in a timely and professional manner.
Practice empowerment!


確保對客人所提出的問題都能給以及時及滿意的答復，以及時和專業的態度完成對客人的承諾并能后續跟進。付諸于行動！



Ensure all
individuals designated for follow-up are copied on incident reports and
any other pertinent information available.


確保對所有個人被委托進行的后續跟進都做好相關記錄，并附有所有與之相關的信息。



Each associate is
expected to carry out all reasonable requests by the management, which the
associate is capable of performing.


要求每一個員工在其能力范圍內執行所有合理的經營決策。



Constantly updates
himself/herself with local activities and current events in order to
provide guests with information.


對本地所舉辦的各項活動及會議信息保持不斷更新，從而向客人提供實時的信息。



To consistently
practice the 20 basics.


貫徹20條服務精神基本須知。



Establish a good
working relationship with other departments.


與其他部門建立良好的工作關系。

Rooms房務方面：

1. Have knowledge of hotel rates, discounts, and how
to handle each.
了解并知道如何處理與酒店房價和折扣相關的問題。

2. Have working knowledge of reservations and Fidelio
procedures. Know cancellation procedures and walk procedures.
了解與預訂和酒店所用管理系統相關的工作知識。了解取消預訂以及訂預定的程序。

3. Handle all
wake-up call requests and repeat information to the guest to ensure proper
handling of wake up calls in the morning.
處理所有叫醒服務要求，并向客人重復相關信息以確保早上能準時叫醒客人。

4. Set wake up clock or input as requested as they
come in.
及時地為客人設定其所要求叫醒鬧鐘。

Additional Responsibilities其他職責：

5. Handle fax and messages per outlined procedures.
按照程序處理客人的傳真和留言。

6. Attend all scheduled departmental meetings.
參加每月部門會議。

7. Timely submission of assigned projects by
supervisor or management.
及時完成資深接線員及經理委派的任務。

8. Maintain cleanliness and neatness of work area.
保持工作環境的干凈整潔。

9. Be familiar with and follow all hotel safety and
accident prevention procedures.熟悉并遵守酒店安全防衛條例。

10. Handle all telephone maintenance and installations
accordingly.
處理所有電話維修及安裝事宜。

11. Maintain close control and inventory of supplies
and equipment. Everything in Working Order (EIWO).
監管并保證所有供應品及設備都完好無損。確保所有物品都能正常使用。

12. Understand and adhere to budgeted wage and hour
limitations for staff.
了解員工薪酬待遇，并遵守工作時間。