总机话务员
Job Summary:岗位概述:
To provide telephone services and receives and co-ordinates guest requests 提供电话服务并帮助完成客人要求(宾客服务) (“Personal Guest Service”)
Duties & Responsibilities: 职责义务:
1. Receive all incoming calls in a courteous and friendly manner, responsible for 1. 礼貌和友好地接听所有的来电, 并负责准确的接转 accurate connection 2. Answer guest’s inquires over the phone or connect caller to relevant 2. 回答客人的电话询问或者将电话接转至有关部门 department 3. Responsible for In-Room Dinning and handle guest request efficiently 3. 负责“客房送餐”高效地为客人提供服务 4. Responsible for booking and placing of guest long distance calls correctly 4. 负责准确地预约和接通客人的长途电话 5. Responsible for placing of guests’ wake-up calls accurately and timely 5. 负责准确及时的为客人提供叫醒服务 6. Responsible for monitoring wake-up call log and take appropriate action if a
6. 负责检查叫醒服务记录, 并在电话没有人接听时采取适当的措施 call is not answered.
7. Responsible for paging of hotel personnel correctly
8. Have thorough knowledge of and assists guests and callers with the hotels 7. 负责正确传呼酒店人员
Voice Mail system. 8. 充分了解酒店的语音信箱系统,并帮助客人和来电者使用该系统 9. Contribute to overall efficiency by performing other relevant duties as assigned. 9. 象对待分配的任务那样对待其它相关任务以提高整体效率 10. Report fault promptly. 11. Have thorough knowledge of hotel facilities and hours of operation, to ensure 10. 及时
错误 correct response to guests` questions. 11. 充分了解酒店设施和营业时间, 确保正确回答客人的问题 12. Knowledge of daily events in the hotel. 13. Have a thorough knowledge of emergency procedures; i.e. fire, alarm, 12. 了解酒店的日常事务 evacuation, bomb, threat etc. 13. 充分了解紧急事件处理程序,例如火警, 警报,疏散,轰炸,恐吓等等 14. Ensure that the working area is kept clean and tidy at all times. 15. Cultivate good working relationships with inter-related departments
14. 随时保持工作区域的清洁和整齐 16. Identity VIP, SPG, regular guests and long staying guests and build rapport to
offer personalized service and assistance 15. 培养部门间良好的工作关系
17. Handle “ Personal Guest Service” promptly and follow up that all requests 16. 识别贵宾,仕达屋优先顾客,常规客人和长住客人并且亲善地提供个性化
have been responded to the guest’s full satisfaction 的服务和帮助 18. Undertake assignments as delegated by supervisors 17. 迅速处理“ 宾客服务”并跟踪确保客人完全满意 19. Deliver high quality service to guests 20. Ensure guest needs and reasonable requests are met 18. 按照上级的指示完成任务 21. Seek opportunities to continually improve guest service 19. 提供优质对客服务 22. Take appropriate action to resolve guest complaints 20. 确保顾客需求和合理要求被满足 23. Promote the hotel and Sheraton products and services
21. 不断寻找机会发展对客服务 24. Maintain a high level of product and service knowledge in order to explain and
sell services and facilities to guests 22. 采取合适的行为解决客人投诉 25. Adhere to the hotel’s security and emergency policies and procedures 23. 促销酒店的产品与服务 26. Ensure a high level of cleaning is maintained in your work area 24. 保持对产品与服务的高度了解以便于向客人解释和销售服务与设施 27. Abide by Guest Satisfaction System 28. Abide by the Hotel’s Policies and Procedures, Homeland Code of Business 25. 坚持酒店安全制度、紧急情况处理规定和程序 Conduct and the hotel’s Associate Handbook 26. 保持维护所在工作区域的高度整洁 29. Carry out other tasks as directed by your supervisors 27. 在工作中遵循对客服务满意
28. 遵守酒店的工作政策及程序,遵守家园的商业行为规范以及员工手册中的
条款
29. 完成你上级交待的其它任务 Job Knowledge / Skill: 专业知识技能: 1. Sweet & lovely voice, proper tone & speed 1. 甜美的音色,适当的语音语调和语速 2. Good English language skill and communication skill 2. 良好的
能力以及沟通技巧 3. Other language skill also preferred 3. 同时掌握其它外语者优先考虑
Education: 教育:
University 大学
Experience: 经验:
Previous concerned working experience is preferred 具有相关工作经验者将会优先考虑 Additional Skill required: 其它技能要求: 1. Good and positive hospitality attitude 1. 良好、积极的工作态度 2. Other foreign language ability 2. 其它语言能力 3. Always willing to learn, willing to help 3. 乐于学习,乐于助人