• 五险一金
• 带薪年假
• 岗位晋升
• 员工消费折扣
• 系统培训
• 跨省调转机会
• 人性化管理
• 年度免费体检
• 年度旅游
• 包吃包住

Job Responsibility:
岗位职责：
1.Write down messages accurately for guests and deliver messages in a timely manner.
准确的为客人留言，及时的传递信息。
2.Handle wake-up call requests and write up a wake-up call summary.
处理叫醒服务请求并编写叫醒服务总结。
3.Update the Shift F7 (Phone Book) with all the new contacts numbers.
用所有新的联系人号码更新轮班F7(电话簿)。
4.Answer all Guest questions/requests in a friendly and caring manner, take appropriate actions or in needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
以友好和关心的态度回答客人的所有问题/要求，采取适当的行动或在需要的时候，把事情交给相关人员处理。它可能是提供信息或帮助打外线或处理投诉等。
5.Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial) Coordinate with front office reception all telephone charges to ensure they are billed and collected from guests.
做好国内直拨电话和国际直拨电话的完整记录，并与前厅接待处协调所有的电话费，确保向客人收取电话费。
6.Be fully conversant with the hotel’s emergency procedures and strictly abides by the Standard Policies and Procedures governing instance or cases of Emergency such as Fire, Bomb scare or any other critical situations.
全面熟悉酒店的紧急情况处理程序，严格遵守规范的政策和程序处理紧急情况，如火灾、炸弹恐慌或任何其他危急情况。
7.In case of emergency, handle all communications for the hotel whilst serving as the communication centre.
在紧急情况下，作为酒店的通讯中心处理酒店所有的通讯事宜。
8.Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel products Knowledge.
熟悉电话号码簿、新员工和离职员工、紧急情况处理程序、特殊促销活动和酒店产品的一般知识。
9.Maintain the neatness of their working area at all time.
保持工作区域的整洁。
10.Care and maintenance of all work equipment of the area.
区域内所有工作设备的保养和维护。
11.Constant service to the guest is a “must” and exemplary service is to be provided. 
 对客人的持续服务是“必须的”，并提供模范服务。
12.Record defects and ensure rapid repair by passing on immediately.
记录问题并通过立即传递确保快速修复。
13.Information and messages to third parties, in particular to representatives of the press, require the authorization of Management.
向第三方，特别是向新闻界代表提供的信息和信息需要管理层的授权。
14.Guarantee optimum flow of information between the departments. Close exchange of information with other departments in the hotel.
保证部门之间信息沟通顺畅。密切与酒店其他部门的信息交流。
15.Co-ordinate and assign by dispatching work orders to the appropriate department and staff and ensure the assigned work orders are completed in accepted standard time and by priority.
协调并分配工作订单给相关部门和员工，确保所分配的工作订单在接受的标准时间内优先完成。
16.Notify guests or internal staff of any delays in performing work orders in accepted standard time and call back guests to ensure guest satisfaction within accepted time frame.
在接受的标准时间内通知客人或内部员工工作订单的任何延误，并回电给客人，确保客人在接受的时间内满意。
17.Accomplish a set of administrative duties such as running briefing writing reports, preparing the monthly attendance summary and other specific duties related to the job function.
完成一组行政工作，如运行简报、撰写报告、准备月度考勤汇总等与工作职能相关的具体职责。
18.On regular basis, update the telephone book in Opera and the Hotel Directory and distribute the latter to all departments.
定期更新Opera电话本和酒店通讯录，并将通讯录分发给各部门。
19.Know restaurants operating hours and specials / promotions within the operation as well as catering space requirements and locations. Plan work schedules, carry out working hour’s calculation and plan the holiday schedule.
了解餐厅的营业时间和特价/促销活动，以及餐饮空间要求和地点。制定工作计划，进行工时计算和假期计划。
20.Must always be available to offer assistance with incoming calls, information, long distance calls and other services offered to the guest through the Department.
必须随时为客人提供来电、信息、长途电话等服务。
21.Strictly abide by the standard Policies and Procedures governing instances or cases of emergency such as fire, bomb scare or any other critical situations and complies with hotel’s health, safety and hygiene policy.
严格遵守管理紧急情况的标准政策和程序，如火灾、炸弹恐慌或任何其他危急情况，并遵守酒店的健康、安全和卫生政策。
22.Handle wake-up calls requests and ensure that wake-up calls are executed as per established procedures.  Inform Assistant Manager of any unanswered calls.
处理叫醒服务请求，确保叫醒服务按照既定程序执行。如有未接电话，请通知副经理。
23.Ensure that only authorized personnel have access to telephone room.
确保只有经过授权的人员才能进入电话室。
24.Handle guest messages – written, voice mail or Interactive TV messages and send faxes out regarding guest’s inquiries and requests.
处理客人留言-书面、语音或互动电视留言，并将客人的询问和要求传真出去。
25.Know how to handle the Housekeeping, Engineering, delivery of laundry, pressing, mending and dry-cleaning.
 知道如何处理客房，工程，送洗，熨烫，缝补和干洗。
26.Handle guest special request and complaints in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure customer satisfaction and maintain a record of all complaints received from all guests.  Follow up when necessary.
礼貌、高效地处理客人的特殊要求和投诉，如有需要，向相关人员提供进一步的指导，以确保顾客满意，并保存所有客人投诉的记录。必要时跟进。
27.Make sure that Telephone Operators are aware of all daily functions through the prominent display of function sheets.
确保电话接线员通过功能表的突出显示了解所有日常功能。

Job Requirements: 
任职要求：
1.Two years experience in a customer service oriented position
两年以上客户服务方面的工作经验
2.English – excellent oral and written skills
良好的英语听说读写能力

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