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崗位職責(zé)/職位描述

主要職責(zé)

Main
Duties

1.確保用禮貌，有效的方式處理所有來電。

Ensures all telephone calls are handled in a
polite, efficient manner.

2.如果立即找不到解決問題和投訴的方法，要向禮賓主管 / 副經(jīng)理報告。

Reports complaints or problems to Team Leader /
Assistant Manager if no immediate solution can be found.

3.確保銷售員的態(tài)度始終是被接受的，并意識到酒店里總是存在著銷售機會的。

Ensures a sales attitude is adopted at all times
and maintains an awareness of all sales opportunities within the Hotel.

4.對酒店和當(dāng)?shù)氐漠a(chǎn)品的知識要相當(dāng)了解。

Ensures a high level of product knowledge of hotel
and local area.

5.確保始終提供高水準(zhǔn)的服務(wù)。

Ensures a high level of customer service is
consistently maintained.

6.操作總機的控制臺，電話系統(tǒng)，并與部門的計算機程序相聯(lián)系。

Operates switchboard consoles, telephone system,
and associated computer equipment in accordance with departmental procedures.

7.確保將任何來自客人或其它部門的反饋及時并準(zhǔn)確地匯報給賓客服務(wù)中心-主管/經(jīng)理。

Ensures the Assistant Manager is kept fully aware
of any relevant feedback from either customers or other departments.

8.對房間的銷售
/ 促銷，餐廳和其他設(shè)備/節(jié)目都要非常了解，因為任何時候機會都會出現(xiàn)。

To be knowledgeable and promotes / upsell Rooms,
Outlets and other facilities / programmes whenever opportunities arises.

9.主動向潛在客人推薦凱悅天地計劃。

Promotes World of Hyatt programme to potential
guests whenever possible.

10.遵守房務(wù)部制定的所有系統(tǒng)和程序。

Complies with all systems and procedures as laid
down by the Room Division.

賓客服務(wù)中心需協(xié)助客房預(yù)訂在需要的時候。

Handles incoming and outgoing mail, and faxes in a
timely manner.

11.完全理解酒店所提供的所有服務(wù)。

Has a thorough understanding of all the services
offered by the Hotel.

12.為了禮貌并有效的滿足客人所提出的要求，要熟悉城市的每個方面。

Fully conversant in all aspects of the city in

order that all guests’ queries can be handled efficiently and courteously.