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崗位職責/職位描述

· Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications.

負責為酒店內外， 員工及客人之間提供高效地溝通與交流。

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

根據本部門的操作程序，對總機交換臺，傳呼系統和相關的電腦設備運用自如。

·Connects local and international calls quickly, courteously and accurately.

快捷、禮貌和精確地為本地及國際電話進行轉接。

·Handles wake-up calls as requested with accuracy, whether they are automatic programmed or personal wake-up calls.

無論是自動或人工電話叫醒服務，必須按要求提供準確的服務。

·Acts proficiently in all aspects of emergency procedures.? Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.

熟練地應對各種緊急情況。在遇到任何重大事件或困難下，保持冷靜和警惕并高效地進行處理。

·Contributes and maintains businesslike working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets.

維護行業化的工作環境，確保背景噪音和談話的最小音量，以免通過敏感的耳麥傳遞出去

·Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and Activities in and around the island.

為客人及員工提供優質的接線服務，并提供酒店周邊地區的有關信息。

·Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.

匯報并記錄當班時間所發生的各種問題，并交接所有相關信息給下一班次的接線員。

·Accepts and relays messages for guests and hotel personnel.

接收并傳遞信息給客人及酒店員工。

·Projects the image of courteous, friendly service at all times.

始終保持禮貌和友好的服務形象。

·Answers and connects all incoming calls from both in and out of house.

應答并轉接所有內部及外部電話。

·Coordinates with Concierge and Front Desk with pending messages, faxes, etc.

協助禮賓部和前臺處理未解決的信息，傳真等。

·Be fully conversant in all aspects of Food and Beverage outlets in order that all guests’ queries can be handled efficiently and courteously.

熟悉餐廳的各方面知識，以便于高效和禮貌的回應客人的咨詢。

·Provides general information to guests when necessary.

必要時，為客人提供信息概況。

·Takes accurate messages, morning call requests, reservations and orders for/from guests.

為/從客人提供準確的留言， 叫醒， 預定及點單服務。

·Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times.

始終確保所有的預定、點單及要求等準確并快捷地傳遞給相關的部門。

·Reports to supervisor and Duty Manager on any guest complaints.

向主管和值班經理匯報有關客人的投訴。

·Updates the white board.

更新布告板的信息。

·Reads the logbook, and communicates with colleagues and supervisor.

閱讀交班本，與同事和主管進行溝通。

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

轉接外部電話給客人，或酒店的服務/設施。