Maintaining a consistently high standard of operation and customer service within the department and ensuring all communications relating to hotel both external and internal are actioned efficiently to all guests. 
对关爱热线进行日常管理，使维持高标准的对客服务，确保内外沟通的快捷有效。
1.Reviews VIP arrival and ensures proper handling of VIPs and groups, Ensure the correct operation of the switchboard to effect the fast and efficient transferring of internal and external calls and all customers requests including wake up calls are actioned speedily and in accordance with procedures  as laid down by the Front Office Manager。
关注VIP预抵及团队客人。确保所有的电话转接高效有序，叫醒电话准确无误。
2.Computes daily payroll, schedules, and other reports. Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly report for related department .
估算每日薪酬，进程表及相关报表。根据之前的经验及详细预订情况对数据进行分析。为相关部门准备日报表和周报表。
3.Carry out interviews for prospective telephone operators, ensure departmental orientation is carried out for new members of the team and supervise training, training schedules, records and corrective/re-training .Ensure the Front Office Manager is kept fully aware of any relevant feedback from either customers or other department . .
应聘，培训，监督，管理新进员工。将客人和其他部门的意见和建议及时反馈给前厅部经理。
4.Leads and motivates team members by leading by example and employing competent and consistent management practices.
通过训练及一致的管理，领导和激励团队员工。
5.Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required.
积极地参加职业培训,让员工保持水平一致。
6.Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
做员工的导师，提高员工水平，促进他们完成所设立的目标。
7.Transfers all internal and external guest calls to the appropriate party correctly, with minimal delay.
及时准确的为国内外宾客转接来电。
8.Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests privacy at all times and adheres to Hilton Brand Standards for communication.
遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。

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