Агент по обслуживанию гостей 宾客 服务 接待员

• Process all incoming and outgoing calls accurately and courteously

• 正确并礼貌地处理所有打进和打出酒店的电话。

• Records and controls accurately wake up calls

• 准确记录并管理叫早服务。

• Pages guests in co-operation with concerned departments

• 与相关部门合作，对客人进行呼叫。

• Records all entries on traffic sheets

• 将所有条目记录到电话单上。

• Assists guests with international calls and directory queries

• 协助客人处理国际长途和号码查询。

• Calls guests by name whenever possible

• 尽量称呼客人的姓名 。

• Pages staff member when requested

• 如有需要，对工作人员进行呼叫。

• Abides by principles of guest privacy

• 遵守保护客人隐私的原则

• Handles guests needs or requests and reports complaints to the Telephone Supervisor

• 满足客人的需要或请求，并向总机主管汇报投诉情况。

• Report on logbook daily

• 每日记下工作日志。

• Bill call costs

• 提供电话费单据。

• Aware of local telephone listings and frequently dialed numbers

• 熟悉当地电话表以及常拨号码。

• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations

• 严格遵守处理紧急事件，如火灾、炸弹威胁和其它危机的标准政策和工作程序。

• Advises defects on switchboard equipment to Supervisor

• 向主管汇报总机设备出现的问题。

• Maintains a clean work environment

• 保持工作环境的清洁。

• Attends to all guest queries and requests promptly

• 及时处理客人的所有问询和要求。

• Maintains detailed knowledge of the Hotel’s fire, life and safety system

• 熟知酒店的消防、救生和安全系统。

• Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard

• 熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式。

• Maintain Hotel Information

• 保管酒店相关信息。

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.

• 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。

• Able to read and write English

• 能够读写英语

• Proficient in the use of Front Office System

• 熟练使用前台系统

Qualifications –

学历

• High School or Vocational Certificate in Business Management, Business Study or equivalent

• 具有高中或商业管理，商务或相关的专业证书。

Experience –

经验

• 1 year experience in customer service or switchboard operator.  

• 拥有1年宾客服务或电话总机的工作经验。