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崗位職責/職位描述

The Service Center Agent is responsible and accountable for all operations in relation to the Switchboard and guest message delivery, reservation taking, and information providing, requirement regarding to guest rooms amenities receiving and handling whilst on duty. All duties and tasks performed are to be procedurally correct, timely and of a consistently high quality. The Service Center Agent must also ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers “first” impression of the Hotel is a lasting one of genuine warmth and friendliness and of high standards.

服務中心接線員負責總機的正常運行、為客人留言、預定、信息提供、向客人提供房間的一次性物品。所有的工作都要求按照程序高效、高質量的完成。服務中心的員工必須確保通過個人為客人提供的服務，包括電話禮儀、有效率的工作，使客人形成對凱賓斯基的真誠熱心友好的高標準的服務的“印象”。

Responsible for ensuring that clear and constant communication line is kept with all staff, areas and hotel department.

負責并且確保所有的員工之間以及部門之間的溝通。

To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the Hotel.

確保所有的客人或是來電者都能得到精確的關于酒店的服務設施的信息服務。?

Responsible for the ongoing communication of pertinent information using the Service Center log book provided to other shifts.

負責通過交接本，將正在發生的信息明確地交接給下一班。

To ensure all guests are provided with an efficient operator service as required.

確保按照客人的要求向客人提供有效的服務。

To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner.

確保所有客人的爭議、問詢、要求到能得到以樂于助人的、專業的、熱心的、友好的方式處理。

To ensure on a daily basis that you are fully aware of all arrivals to the hotel, and in particular, VIP and return guests, and that you are aware of any special requests so that they may be action accordingly.

在當班期間，必須知道酒店的住客情況，特別是VIP客人的預抵，以備客人提出特殊的要求，我們可以相應的向客人提供。

To ensure that you are completely aware of the complete range of services and facilities that hotel provides to its guests and visitors.

確保充分了解本酒店向客人所提供的服務范圍和酒店設施。

To ensure you have a complete and thorough knowledge of the outlets of the Hotel, the operating hours and the scope of services that they provide.

確保充分了解酒店的特色和所提供服務的營業時間、營業范圍。

To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner.

確保所有的電話都能以熱心友好的方式專業的處理。

To ensure that all reservations are handled in a professional and efficient manner.

確保所有的預定都以專業高效的方式處理。

To identify any faults that occurs on Service Center equipment at anytime whilst you are on duty, contact the Service Center Supervisor on duty or report the fault directly to the Service Center Manager.

當班時，注意服務中心所有的設備運行正常，如發生情況聯系服務中心主管或直接向服? ? 務中心經理匯報。

Responsible for proving a personal, efficient, friendly and warm wake up call service for our guests as required.

按照客人的要求，負責提供人性化,高效,友好,熱情的叫醒服務。

To ensure confidentiality is adhered to in relation to all inquiries in reference to guests or staff with no exceptions.

保證所有的保密信息，無論是員工還是客人都毫無例外，不可告知。

To ensure as a Service Center Agent at hotel have a comprehensive knowledge of the city, and what is happening within the city at all times, and to ensure that all guest inquiries are met with prompt, informative yet friendly solutions.

作為酒店服務中心員工,確保對本市的知識有廣泛的了解，確保對市內發生的重大事情有所了解，確保對所有客人的詢問做出迅速,友好的解答。

Ensure efficient provision of message relay service by supervising message taking activities and paging services for guests.

檢查客人留言的遞送和記錄情況以確保為客人提供準確，高效的留言服務.

e of all hotel owners, senior managers and Accor senior personnel.

熟悉酒店的業主方的人員，高級經理和雅高中級管理人員。

Thorough familiarity with existing extension numbers of the hotel.

熟悉酒店目前所存在的所有的分機號碼。

Is conversant with all Accor Loyalty Program, Frequent Flyer programs and benefits.

熟悉雅高忠誠計劃，和常飛卡計劃以及其優惠政策。

Thorough familiarity with the rate code, market segment, corporate rates and seasonal promotion rates.

熟悉酒店的房間合同價及代碼，銷售分布情況，及協議價和季節性的促銷價。

Assumes other duties as assigned by the Service Center Captain.

完成服務中心領班分配的其它工作。

Maintains a very good reputation for the Hotel and assists to increase the overall profitability of the Hotel.

為酒店保持良好的聲望并幫助酒店增加收入。

Perform other related duties & special projects as assigned by the supervisor.

隨時執行上級分配的其他相關任務或特殊項目。