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· 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。
· 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。
· 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。
· Directs, supervises and coordinates the activities in Guest Service Center
指导、监督和协调宾客服务中心的活动
· Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other Guest Service Centerservices
开发和应用相关程序,适当处理进出酒店的电话、传真以及设备和电话线租用及其它电信服务
· Investigates complaints regarding the Guest Service Centerservices and the Operators and technicians, takes appropriate actions.
调查关于宾客服务中心及话务员和技术人员的投诉并采取相应措施
· Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions
制订工作计划以实现目标,定期将实际成绩与所定目标进行对比,并采取必要的纠正措施
· Establishes and maintains effective employee relations
与员工建立并保持良好的工作关系
· Organizes and conducts regular meeting for all Guest Service Center staff to facilitate communication and a smooth operation
组织和召开由所有宾客服务中心工作人员参加的会议,以加强交流和保证业务的顺利进行
· Manages and monitors the operation of all equipment’s, software, hardware and endure all units are working and installed properly
对所有设备、软件、硬件进行管理和监测,并确保其安装和运转良好
· Ensures all Guest Service Center equipment’s are covered by the correct maintenance contract and the preventive maintenance is performed
确保所有电信设备的维护均得到有效外包,并对其实施预防性维护
· Maintains up to date list of all Guest Service Center equipment
更新列有所有电信设备的清单
· Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
监测程控交换机,语音邮件,通信呼叫统计软件的运转情况,并將设备运转报告的登記在日志上
· Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel IT leader
就软件出现的问题进行调查,并向供应商提交报告,与酒店IT负责人协调界面问题的解决
· Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards
保持适当记录,以处理酒店计费系统中的电话,并按照品牌最低标准保持客房情况记录
· Maintains user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses
保管用户文件、程控交换机系统报告、电话清单、租赁线路的编号方案租赁合同、维护工作外包合同和当地执照
· Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel.
进行程控交换机数据库编程以及常规服务变更,以控制所有酒店内所有电话机的服务等级
· Prepares and controls departmental budgeted
准备并控制部门预算
· To attend Guest Service Center seminar, product knowledge, presentation, organized by the external bodies
参加由外单位组织的电信研讨会、产品知识讲座和演示。
· Performs related duties and special projects as assigned
完成被分派的相关工作任务和特殊项目
· Conducts shift briefings to ensure hotel activities and operational requirements are known
进行交接班说明工作,确定了解酒店活动和运营要求
· Prepares efficient work schedule for Guest Service Center staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration
在考虑酒店入住情况和预测以及大规模的团组活动的前提下,为宾客服务中心员工准备高效的工作计划,安排节日和假日
· Works with Superior and Human Resources on manpower planning and management needs
与上级领导和人力资源部一起进行人力规划和管理需求。
· Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
与上级领导和财务总监一起编制和管理部门预算。
· Maintain a log book to record the daily operational activities and submit the same to the superior.
每日每班次交班记录,并交给上级审阅。
· Enter only official matters in the log book. Avoid any personal notes
在交班本上记录公事, 避免任何私事
· Indicate time of duty and affix signature after making any entry
记录交班时要注明时间并签名
· Forward log book to the superior’s office when off-duty daily
每日下班前将交班本交给上级查阅
· Prepare reports on accidents to guests to damage to persons and properties within the Guest Service Center.
对发生在宾客服务中心的事故要做事故报告。
· Maintain a friendly, neat and professional image to guests
保持友善,整洁和专业的酒店形象
· Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
确保对宾客满意度调查数据加以分析,开发并执行各种计划来达成既定目标。
· Interact with guests to ensure expectations are being met
与宾客联络互动,确保达成宾客的期望。
· Establishes and maintains effective employee working relationships
与员工建立并保持良好的工作关系。
· Attends and participates in daily briefings and other meetings as scheduled
按计划参加并参与每日例会及其它会议。
· Attends and participates in training sessions as scheduled
按计划参加培训活动。
· Implements the hotel and department regulations, policies and procedures including but not limited to:
实施酒店和部门的规定、政策和工作程序,包括但不限于:
o House Rules and Regulation
酒店的规则和规定
o Health and Safety
健康和安全
o Grooming
仪表仪容
o Quality
质量
o Hygiene and Cleanliness
卫生和清洁
· Perform any other duties as requested by the superior or other Management staff
跟进上级或管理层要求的其他工作
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