总机话务员 PABX Operator

1. Receive all incoming calls in a courteous and friendly manner, responsible for accurate connection
2. Answer guest’s inquires over the phone or connect caller to relevant department
3. Responsible for handle guest request efficiently
4. Responsible for booking and placing of guest long distance calls correctly
5. Responsible for placing of guests’ wake-up calls accurately and timely
6. Responsible for monitoring wake-up call log and take appropriate action if a call is not answered.
7. Responsible for paging of hotel personnel correctly
8. Have thorough knowledge of and assists guests and callers with the hotels Voice Mail system.
9. Contribute to over all efficiency by performing other relevant duties as assigned.
10.Report fault promptly.
11.Have thorough knowledge of hotel facilities and hours of operation, to ensure correct response to guests` questions.
12.Knowledge of daily events int he hotel.
13. Have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc.
14. Ensure that the working area is kept clean and tidy at all times.
15. Cultivate good working relationships with inter-related departments
16. Identity VIP, regular guests and long staying guests and build rapport to offer personalized service and assistance
17.Handle “Personal Guest Service” promptly and follow up that all requests have been responded to the guest’s full satisfaction
18. Undertake assignments as delegated by supervisors
19. Deliver high quality service to guests
20. Ensure guest needs and reasonable requests are met
21. Seek opportunities to continually improve guest service
22. Take appropriate action to resolve guest complaints
23. Promote the hotel and Sheraton products and services
24. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
25. Adhere to the hotel’s security and emergency policies and procedures
26. Ensure a high level of cleaning is maintained in your work area
27. Abide by the Hotel’s Policies and Procedures, Mandarin Oriental Code of Business Conduct and the hotel’s Associate Handbook
28. Carry out other tasks as directed by your supervisors