DUTIES AND RESPONSIBILITIES職責和義務
1.????? Have knowledge of hotel and its services including hours of operations for all departments’ involved, surrounding areas, local information, local attraction and other additional information. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.了解酒店及其服務，包括營業點營業時間，周邊環境，本地信息，本地旅游景點及其它相關信息。 了解包括位置，景色，客用品，特征，類型在內的客房知識。
2.????? Offer the hotel guests the best possible service through courteous and proper use of
telephone etiquette.為酒店客人提供優質的，彬彬有禮的服務。
3.????? Be an ambassador of the hotel by promoting the hotel rooms, restaurant, lounge, gift shops, etc.積極推銷酒店客房，餐廳，酒吧，禮品店等產品。
4.????? Understand the various payment options and procedures of Room Service.掌握送餐服務的各種結賬方式與操作程序。
5.????? Be able to give accurate directions and information regarding the immediate and metro area.能夠提供準確無誤地指引和信息。
6.????? Handle all emergencies procedures according to established procedures.根據既定方案處理緊急程序。
7.????? Ensure all customer complaints are recorded in the Incident Report immediately and handles all complaints in a professional manner.確保所有客人的投訴及時記錄到事故報告并準確交接。
8.????? Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolution, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.確保所有客人遇到的問題均得到合適的答復。所有承諾的賠償與跟進，均以專業的方式妥善處理。
9.????? Has a thorough knowledge of Food & Beverage including: In room Dinning Menu, all restaurant Menu, hotel wine list and all condiment and ingredient of food.
熟練掌握酒店餐廳，送餐部，酒水菜單，調味品及食物成分。
10.??? Prepare wake-up call sheets; record the guest’s name and room number under the wake up time requested. Repeat this information to the guest to ensure proper handling of wake up calls in the morning.準備叫醒服務的登記表，接到客人來電要求叫醒服務時客人姓名，房號，叫醒時間。跟客人重復確認以上信息，確保服務的準確。
11.??? Set wake up clock or input as request as they come in.一旦收到，即設置叫醒服務。
12.??? To work on time when start of shift.準時到崗。
13.??? Review Incident Report and keep follow up if necessary.回顧事故報告，必要時繼續跟進。
14.??? Answer all telephone calls in a courteous and efficient manner with smiling, proper greeting and address guests’ name.接聽電話要做到彬彬有禮，面帶微笑，準確使用禮貌用語并稱呼客人名字。
15.??? Update the information book/follow up book, in which all essential information and of
Importance to all shifts is recorded.更新預訂&服務中心信息/交接本，確保本班次重要信息均已記錄。
16.??? Resolve guest complaints, without involving supervisor, manager if possible, when needed, refer the matter to the supervisor and Manager. Report on complaints and guest comments to Manager.處理客人投訴，必要時匯報給主管，經理。
17.??? Maintain good working relations with Housekeeping, Room Service and all Kitchens. Promptly inform about guests’ special request of the food to Room Service and relevant Kitchen.與客房部，送餐部，各個廚房保持良好關系。準確地將客人特殊要求傳達給送餐部及相關廚房。
18.??? Take personal responsibility for guest requests, follow up with relevant department to ensure the request has been acted and guest was satisfied.與相關部門緊密跟進處理客人要求確保客人滿意度。
19.??? Report any unusual occurrences to the shift leader/supervisor, Manager, and Front Office Manager.任何異常情況，匯報給領班，主管，經理及前廳部經理。
JOB SPECIFICATION工作要求
1. College level education.中專或以上。
2. Has experience is preferred.有工作經驗的優先考慮。
3. Verbal facility.口頭表達能力強。
4. Well-modulated voice and good diction.動聽的嗓音和良好的聽寫。
