总机/热线服务员 AYS Agent

To
serve as the main point of contact for all guest requests and needs. Agent is responsible for answering calls in
order, recording the guest request and then pursuing the issue to a resolution. The agent must exhibit courteous hospitality
at all times and fully own the guest issue. When in communication with the
guest, the agent must be proactive in every area including offering additional
services. Most importantly the agent
must coordinate the response to the guest issue and then follow up with the
guest to ensure satisfaction with the result.
作为处理所有客人需求的主要服务中心。接线员的主要职责是按规定接听电话，记录客人的要求然后尽快完成。接线员在处理客人要求的过程中须始终保持礼貌的态度。在与客人交流的过程中，接线员须积极对待并提供更进一步的服务。作为接线员，最重要的是须通过协调后给客人以答复，并且后续跟进以确保客人对处理结果满意。
SPECIFIC DUTIES 工作任务 :
Have knowledge of
hotel, hotel associates, and hotel services with hours of operations for
all departments’ involved and surrounding areas.Has a thorough knowledge
of guestrooms including: locations,
views, amenities, features, types, etc…
了解酒店，酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息, 例如位置，景色，提供物品，特色及房间类型等。
Offer the hotel guests
the best possible service through courteous and proper phone answering
procedures through proper telephone procedures.
运用礼貌并适当的电话礼仪接听客人的电话，并对客人提出的合理要求提供最 好的服务
Be an ambassador by
promoting the hotel, restaurant, lounge, gift shops, etc.
作为酒店，餐厅，酒吧及礼品部等开展的促销活动的代表。
Be able to give
accurate directions and information regarding the immediate and metro
area.
能向客人提供准确的地铁乘坐指示及信息。
Handle all
emergencies according to established procedures.
能运用相关程序处理所有紧急事件。
Ensure all customer
complaints are recorded in the Guest Response Program in a timely and
directly professional manner.
本着及时坦率的专业态度，确保所有客人的投诉都被记录于客户回访项目中。
Ensure all guests
experiencing a problem receive an immediate response along with
satisfactory resolved, any promised compensation is delivered and all
guests receive appropriate follow up in a timely and professional manner.
Practice empowerment!
确保对客人所提出的问题都能给以及时及满意的答复，以及时和专业的态度完成对客人的承诺并能后续跟进。付诸于行动！
Ensure all
individuals designated for follow-up are copied on incident reports and
any other pertinent information available.
确保对所有个人被委托进行的后续跟进都做好相关记录，并附有所有与之相关的信息。
Each associate is
expected to carry out all reasonable requests by the management, which the
associate is capable of performing.
要求每一个员工在其能力范围内执行所有合理的经营决策。
Constantly updates
himself/herself with local activities and current events in order to
provide guests with information.
对本地所举办的各项活动及会议信息保持不断更新，从而向客人提供实时的信息。
To consistently
practice the 20 basics.
贯彻20条服务精神基本须知。
Establish a good
working relationship with other departments.
与其他部门建立良好的工作关系。
Rooms房务方面：
1. Have knowledge of hotel rates, discounts, and how
to handle each.
了解并知道如何处理与酒店房价和折扣相关的问题。
2. Have working knowledge of reservations and Fidelio
procedures. Know cancellation procedures and walk procedures.
了解与预订和酒店所用管理系统相关的工作知识。了解取消预订以及订预定的程序。
3. Handle all
wake-up call requests and repeat information to the guest to ensure proper
handling of wake up calls in the morning.
处理所有叫醒服务要求，并向客人重复相关信息以确保早上能准时叫醒客人。
4. Set wake up clock or input as requested as they
come in.
及时地为客人设定其所要求叫醒闹钟。
Additional Responsibilities其他职责：
5. Handle fax and messages per outlined procedures.
按照程序处理客人的传真和留言。
6. Attend all scheduled departmental meetings.
参加每月部门会议。
7. Timely submission of assigned projects by
supervisor or management.
及时完成资深接线员及经理委派的任务。
8. Maintain cleanliness and neatness of work area.
保持工作环境的干净整洁。
9. Be familiar with and follow all hotel safety and
accident prevention procedures.熟悉并遵守酒店安全防卫条例。
10. Handle all telephone maintenance and installations
accordingly.
处理所有电话维修及安装事宜。
11. Maintain close control and inventory of supplies
and equipment. Everything in Working Order (EIWO).
监管并保证所有供应品及设备都完好无损。确保所有物品都能正常使用。
12. Understand and adhere to budgeted wage and hour
limitations for staff.
了解员工薪酬待遇，并遵守工作时间。