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崗位職責/職位描述

工作職責：
? Process all incoming and outgoing 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 accurately wake up calls
? 準確記錄并管理叫早服務。
? Pages guests in co－operation with concerned departments
? 與相關部門合作，對客人進行呼叫。
? Records all entries on traffic sheets
? 將所有條目記錄到電話單上。
? Assists guests with international calls and directory queries
? 協助客人處理國際長途和號碼查詢。
? Calls guests by name whenever possible
? 盡量稱呼客人的姓名 。
? Pages staff member when requested
? 如有需要，對工作人員進行呼叫。
? Abides by principles of guest privacy
? 遵守保護客人隱私的原則
? Handles guests needs or requests 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 listings and frequently dialed numbers
? 熟悉當地電話表以及常撥號碼。
? Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and 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 switchboard equipment to Supervisor
? 向主管匯報總機設備出現的問題。
? Maintains a clean work environment
? 保持工作環境的清潔。
? Attends to all guest queries and requests promptly
? 及時處理客人的所有問詢和要求。
? Maintains detailed knowledge of the Hotel’s fire, life and safety system
? 熟知酒店的消防、救生和安全系統。
? Maintains detailed knowledge on the 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。
? Maintain and execute Finance standards and procedures.
? 遵照所有財務標準工作程序。

任職資格：
? Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that 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 Front Office System
? 熟練使用前臺系統