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崗位職責/職位描述

job overview職位概述

·????????Answer incoming phone callsprimarily from external callers in a timely and professional manner thatreflects highly on the hotel and brand.

·????????主要負責及時和用體現酒店和品牌的專業態度接聽從外部打入的電話。

At InterContinentalHotels & Resorts? we want our guests to feel special,cosmopolitan and In the Know which means we need you to:

·???? Be charming by being approachable, having confidence and showing respect.

·???? Stay in the moment by understanding and anticipating guests’ needs, being attentiveand taking ownership of getting things done.

·???? Make it memorable by being knowledgeable,sharing stories and showing your style to create moments that make people feelspecial.

在洲際酒店及度假村?，我們希望賓客感覺風格獨特、時尚現代和深入洞悉，這意味我們需要你：

·???? 親切、充滿自信、體現尊重來展現富有魅力的你。

·???? 理解和預測賓客的需要、做到細心周到、具主人翁精神、把事情辦好，保持專注當下。

·???? 見多識廣、分享閱歷、展現你的風格來創造令人感覺特別的時刻，做到令人難忘。

Duties andResponsibilities工作職責

·????????Process all incoming andoutgoing calls accurately and courteously

·????????正確并禮貌地處理所有打進和打出酒店的電話。

·????????Records and controls accuratelywake up calls

·????????準確記錄并管理叫早服務。

·????????Pages guests in co-operationwith concerned departments

·????????與相關部門合作，對客人進行呼叫。

·????????Records all entries on trafficsheets

·????????將所有條目記錄到電話單上。

·????????Assists guests withinternational calls and directory queries

·????????協助客人處理國際長途和號碼查詢。

·????????Calls guests by name wheneverpossible

·????????盡量稱呼客人的姓名 。

·????????Pages staff member whenrequested

·????????如有需要，對工作人員進行呼叫。

·????????Abides by principles of guestprivacy

·????????遵守保護客人隱私的原則

·????????Handles guests needs orrequests and reports complaints to the Telephone Supervisor

·????????滿足客人的需要或請求，并向總機主管匯報投訴情況。

·????????Report on logbook daily

·????????每日記下工作日志。

·????????Bill call costs

·????????提供電話費單據。

·????????Aware of local telephone listingsand frequently dialed numbers

·????????熟悉當地電話表以及常撥號碼。

·????????Strictly abides by standardspolicies and procedures governing cases of emergency such as fire, bomb scareand other critical situations

·????????嚴格遵守處理緊急事件，如火災、炸彈威脅和其它危機的標準政策和工作程序。

·????????Advises defects on switchboardequipment to Supervisor

·????????向主管匯報總機設備出現的問題。

·????????Maintains a clean workenvironment

·????????保持工作環境的清潔。

·????????Attends to all guest queriesand requests promptly

·????????及時處理客人的所有問詢和要求。

·????????Maintains detailed knowledge ofthe Hotel’s fire, life and safety system

·????????熟知酒店的消防、救生和安全系統。

·????????Maintains detailed knowledge onthe Emergency Response Team and workings of the telephone room in this regard

·????????熟知緊急事件處理小組的相關情況以及電話室在此方面的工作方式。

·????????Maintain Hotel Information

·????????保管酒店相關信息。

aCCOUNTABILITY責任范圍

Number of employees supervised –

管理的員工

Direct? ? N.A.

直接??? 無

Indirect?????N.A.

間接????????? 無

Annual Operating Profit/Payroll Budget –

年度經營利潤和薪金預算

·????????N.A.

·????????無

????????????

Key Metrics –

主要績效指標

·????????Completion of assigned tasks

·????????完成分配給的工作的情況

Decision Making Responsibilities (Decision Rights) –

決策職責(決策權)﹣

·????????Within the authority as assignedfor Hotel Band 9 role

·????????酒店職位9級所擁有職權范圍

QUALIFICATIONSAND REQUIREMENTS任職要求

RequiredSkills –

技能要求

·????????Communication skills areutilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat reflects highly on the hotel, the brand and the Company.

·????????擁有在與他人交往時大多數時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。

·????????Able to read and write English

·????????能夠讀寫英語

·????????Proficient in the use of FrontOffice System

·????????熟練使用前臺系統

Qualifications –

學歷

·????????High School or VocationalCertificate in Business Management, Business Study or equivalent

·????????具有高中或商業管理，商務或相關的專業證書。

Experience –

經驗

·????????1 year experience in customerservice or switchboard operator.?

·????????擁有1年賓客服務或電話總機的工作經驗。