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崗位職責/職位描述

1.禮貌并有效地處理客人投訴和詢問，對于無法立即處理的投訴和提出的問題，應匯報服務中心副理。

Handles guest enquiries in a courteous and
efficient manner and reports guest complaints or problems to Communication Centre
Manager if no immediate solution can be found.

2.與客人之間建立和諧的客服關系并長久保持。

Establishes a rapport with guests,
maintaining good customer relationship.

3.根據操作程序，對總機交換臺，傳呼系統和相關的電腦設備運用自如。

Confidently operates switchboard consoles,
paging system, and associated computer equipment in accordance with
departmental procedures.

4.簽發員工申請表和采購單及維修單。

Issues Job Requisition / Orders and repair
orders for maintenance.

5.確保服務中心的設施干凈并得到妥善保養，保持庫房整潔。

Ensures cleanliness and
maintenance of the Communication Centre, equipment and storage.

6.負責向所有來電者提供友善、有效的服務。

Responsible for the
provision of friendly and efficient service to all callers.

7.經常性地親自確認客人、員工及公共區域的訪客得到符合酒店標準的服務。

Personally and frequently
verifies that guests, employees and members of the public utilising the
Communication Centre services are receiving service in line with Hyatt
International standards.

8.確保正確處理及分發所有客人的留言、郵件及傳真。

Ensures that all guests’
messages, mail and fax are handled and distributed properly.

9.貫徹主人翁精神，并以身作則。保持良好的商業意識，盡可能抓住每個盈利機會。

Exemplifies and instils
upon the employees the ownership and a sales attitude to maintain awareness of
all sales opportunities within the Hotel.

11.實現協助客房服務、餐廳預訂、客房協調、健身中心預約及工程部維修的職能。

Ensures that the
departmental functions of Room Service coordination, Restaurant reservations,
Housekeeping coordination, Fitness Centre reservations, and POMEC coordination
are carried out efficiently.

12.保持設備的良好工作狀態，并在需要時提出維修要求。

Ensures operating
equipment is maintained in good working order and to report maintenance
requirements.

13.更新布告板的信息。

Updates the white board.

14.閱讀交接班紀錄，并與同事和主管進行溝通。

Reads the logbook, and
communicates with colleagues and supervisor.

15.轉接外部電話至客人或酒店的服務部門/服務設施。

Transfers outside calls
to either guests, or hotel services/facilities.