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崗位職責/職位描述

Duties and Responsibilities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。

· Responsible for entering accurate room status into computer daily and investigate discrepancies

負責每天將客房情況準確的輸入電腦并調查各種異常情況。

· Do reservation job when Reservation Department is duty off.

在預訂部不當班期間承接預訂工作。

Required Skills –

技能要求

· 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

Qualifications –

學歷

· Outgoing personality and desire to learn

性格外向，樂于學習

Experience –

經歷

· 1 year experience in a related discipline or an equivalent combination of education and experience.  

擁有1年與此相當的教育和相關工作經驗結合的背景。