宾客服务中心与预订部接待员Guest Service Centre & Reservation Agent

Handle all internal and external telephone calls
for guests and hotel departments, providing warm and friendly assistance to all
callers for Niccolo Suzhou. Providing efficient telephone services based on
established hotel standards to ensure that optimum services is provided to
hotel guests.
处理苏州尼依格罗酒店客人及部门之间的内外线电话，为来电者提供热情友好的帮助。根据酒店服务标准为酒店客人提供高效的服务。
Responsible for inputting and
handling incoming room reservations of Niccolo Suzhou Hotel, providing clients
with accurate and relevant information about these two hotels’ services,
facilities and rates.
负责输入和处理苏州尼依格罗的客房预订，关于酒店服务、设施和价格为客户提供准确和相关信息。
Master and execute
the hotel standard greetings with warmth and friendliness for all internal and
external telephone connections of both Niccolo Suzhou.
精通苏州尼依格罗酒店电话礼仪标准，热情友好地接听所有内外线电话。
Be prompt to pick up
all telephone calls within 3 rings with readiness to assist in taking messages,
transferring calls or answering to hotel enquiries.
三声铃响之内接听电话，帮助客人留言，转接电话以及回答客人关于酒店问询。
Report any
equipment or system defects or conflicting guest situations to the shift leader
for immediate rectification.
有任何关于设备或者系统方面的问题以及客人的冲突要及时报告给主管，以便及时解决。
Ensure all
‘Wake-up’ calls are correctly recorded and executed as per guest requests.
保证所有的叫醒要求能够准确记录并提供准时叫醒服务。
Be familiar with
the extension numbers of Niccolo Suzhou Hotel departments and managers in order
to provide timely transfer of telephone calls accordingly.
熟悉苏州尼依格罗酒店各部门的分机号码以便准确快速的转接电话。
Ensure good
telephone etiquette is observed at all times; Speak clearly and unhurriedly at
all times and listens carefully when speaking over the telephone to ensure no
miscommunication throughout each conversation. Repeat all messages to callers
to confirm accuracy of the message at all times.
随时保持良好的电话礼仪，讲话清晰，语速适中，在通话中认真倾听，避免误解。所有留言都需要重复客人的内容，保证留言的准确性。
Coordinate with the Front Office and Housekeeping
departments to follow up on the confirmation and mailing of lost and found
items for guests.
与前厅部，客房部配合跟进客人物品遗留的确认和邮寄工作。
Maintain close communication and coordination with the
Front Office and Food & Beverage departments to actively address guest needs
and assist in following up on guest-related matters.
与前厅部，餐饮部保持紧密沟通和配合，积极应对客人的诉求，协助跟进处理客人事宜。
Enter reservations
requests, amendments and cancellations properly, promptly and into Cambridge
PMS.
在系统里正确，迅速地输入预订请求,修改和取消预定。
Carry out other
tasks assigned by your superiors.
完成上级交待的其他工作。