上海招聘

Job Summary – (Role Summary)

工作概述﹣(职位概述)

• Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand.

主要负责及时和用体现酒店和品牌的专业态度接听从外部打入的电话。

Essential Duties and Responsibilities – (Key Activities of the role)

主要职责﹣(职务的主要工作)

· 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。

· Report on logbook daily

每日记下工作日志。

· Bill call costs

提供电话费单据。

· 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。

· Advises defects on switchboard equipment to Supervisor

向主管汇报总机设备出现的问题。

· 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。