Service Center Agent 服务中心接线员

In-house groups
每日的团队情况
Hotel extension numbers
酒店联络分机表
Beeper number/radios carried by hotel personnel
工作人员所携带的传呼机号码/收音机
All special requests (DND, screen calls, NRG, etc.)
特殊的要求（请勿打扰、过滤电话等）
Hours of operation of each outlet
各个营业点的运作时间
Features and services provided by the hotel
了解酒店提供的各项服务
Access all functions of system according to established procedures and standards.
根据已建立的标准流程访问总机设备各功能系统
Respond to all incoming telephone calls within 3 rings, providing proper salutation and closing.
铃响三声之内按照标准接听电话
Route callers to requested guest or hotel personnel/department.
帮客人转接相应的个人或者部门
Place calls on "hold" only after agreement from caller.
得到允许后方可让客人在线等候
Monitor busy lines; check back with caller on hold to update status and offer to take a message.
线路繁忙，与客人确认在线等待还是留言
Monitor unanswered lines; return to caller after 3 rings to update status and offer to take a message.
线路无人接听，三声之后告诉来电者线路状态并询问是否留言
Take record and relay messages accurately, completely and legibly. Activate/deactivate guest room message light accordingly; distribute hotel personnel/department messages to designated location.
准确地记录和传递留言信息到指定的位置。
Access system to print guest messages on PBX printer and contact Bell Stand for delivery of printed messages within 15 minutes after printing.
在15分钟之内打印客人信息并送到客人房间
Accept record and deliver wake-up calls accurately and promptly.
接收和提供准确及时的叫醒电话,
Provide callers with accurate information on hotel facilities and services.
为来电者提供准确的信息，酒店设施及服务
Screening calls
要求过滤电话
Do not disturb
请勿打扰电话
All forwarding
所有转接电话
Conference calls
会议电话
Non-registered guest
无登记的客人
Assist callers with credit card, calling card, collect, overseas and person to person calls.
协助来电者对于信用卡、电话卡、国内外电话等
Allocate designated surcharges, long distance and operator assisted charges to correct guest room billing.
确保指定的服务费,长途费和运营商辅助费用准确的入进相应的客人帐单
Monitor telephone system problems and maintain log of such.
监控电话系统和维护日志的问题
Handle guest complaints/irate callers by following the instant pacification procedures and ensuring guest satisfaction.
按照标准流程处理客人投诉/愤怒的电话,确保客人满意
Document all guest complaints or problems immediately and notify designated department/ personnel for resolving the situation. Follow up within 3minutes to ensure completion and guest satisfaction.
记录所有客人投诉或问题立即通知指定的部门/人员解决, 3分钟内跟进,确保完成和客人满意度
Assist in emergency situations as central communication center for hotel.
协助处理紧急事件
P.M. - Handle all reservation calls after 8pm. Process record and follow-up any details relative to such.
晚上8:00 以后处理所有预定电话, 并记录.
Assist with Reservation calls; complete Reservations tally to track daily activity.
协助预订电话，完成预订统计跟踪日常活动
Process confirmation letters for reservations.
处理确认信
Assist at Front Desk as assigned.
协助处理前台电话
File registration cards.
存档必要资料
Coordinate phone company work orders with representatives.
协调电话公司一些工作指令
Successful completion of the training/certification process.
完成培训目标并取得证书