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崗位職責/職位描述

Primary Responsibilities 主要職責

· Answer calls with professional telephone etiquette and efficient customer service standards.

· Able to respond to the guest call and answer to his request.

· Be fluent with the room service menu and any other outlet offer. “Tautest possible”

· Ensure that any messages are correctly report and given to the guest concern.

· Follow-up and make wake-up call according to the records.

· Establish good relations with all guests.

· Be fully aware of all arrivals to the hotel, and in particular, VIP’s and return guests. Be aware of any special requests.

· 以專業的電話禮儀和高效的對客服務標準接聽電話

· 能夠根據客人來電處理客人需求。

· 熟知送餐服務菜單以及菜單外菜品。

· 確保任何留言正確。

· 根據叫醒單跟進叫醒。

· 與所有客人建立友好的關系。

· 熟知酒店預抵和貴賓和有特殊需求的客人。

Knowledge and Experience 知識和經驗

·Have a good professional image and temperament, and understand the basic telephone etiquette.

·Fluent Mandarin, strong language expression ability, good at communication, affinity and strong sense of confidentiality;

·Familiar with administrative and office management related workflow, good communication, coordination and organization skills;

·有良好的職業形象和氣質，懂得基本的電話禮儀；

·普通話標準流利，語言表達能力強，善于溝通，有親和力，較強的保密意識；

·熟悉行政、辦公室管理相關工作流程，良好的溝通、協調和組織能力；