工作职责
1.正确并礼貌地处理所有打进和打出酒店的电话;
2.准确记录并管理叫早服务;
3.与相关部门合作,对客人进行呼叫;
4.将所有条目记录到电话单上;
5.协助客人处理国际长途和号码查询;
6.尽量称呼客人的姓名;
7.如有需要,对工作人员进行呼叫;
8.遵守保护客人隐私的原则;
9.运用销售技巧和房间销售升级推广洲际酒店集团的产品和服务;
10.记录和处理通过电话,传真,电子邮件进行的预订;
11.修改延期和提前离店等特殊情况的预订记录;
12.接受等候单上的客人预订;
13.掌握关于特价,酬宾,促销活动的信息;
14.按照要求准备报告(如给旅行代理人和商业机构的报告等);
15.充分了解所在地区的洲际酒店集团成员的产品和服务;
16.满足客人的需要或请求,并向总机主管汇报投诉情况;
17.每日记下工作日志;
18.提供电话费单据;
19.熟悉当地电话表以及常拨号码;
20.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;
21.向主管汇报总机设备出现的问题;
22.保持工作环境的清洁;
23.及时处理客人的所有问询和要求;
24.熟知酒店的消防、救生和安全系统;
25.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;
26.保管酒店相关信息。
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