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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。