总机 Operator

Ensure and maintain the security of information relating to customers and Associate in the hotel
确保客人及团队成员的信息安全
Deal efficiently and courteously with all customers’ complaints and ensure that you refer to your Supervisor or Manager when necessary so follow-up is acted upon accordingly
合理地处理客人的投诉，必要时寻求主管或经理帮助跟进处理
Deal efficiently and courteously with all customers’ requests by monitoring and following up with the according associates and correct channels
有效地分派客人的要求并跟进处理的进展
Maintain a high standard of personal appearance, grooming and hygiene in accordance with the Hotel policy
保持个人着装和卫生符合酒店规章制度
When dealing with other departments, ensure you use the right channel when advising or requesting items / services for guests
通过正确的渠道与其他部门传达客人的要求
Ensure that you attend all Communications meetings
准时参加部门沟通会
Be fully conversant with all facilities and services provided within the hotel for up-selling and promoting when opportunities arise
熟悉酒店的设施和服务，利用适当的机会为酒店增销
Maximize sales and revenue for the hotel by maintaining a sales attitude at all times
时刻保持为酒店增销的意识
Ensure the complete knowledge of all systems used in the Operator department
熟练掌握总机相关的所有系统
Effect the fast and efficient monitoring and follow up of guest requests
有效地跟进客人要求的执行情况
Ensure a high level of product knowledge of the hotel and local area
熟悉酒店和当地的产品知识
Ensure that Management is kept fully aware of any relevant feedback from customers, team members and other departments
时刻关注客人，员工和其他部门的反馈意见
To be fully conversant with the Hotel Emergency and Evacuation procedures
熟练掌握酒店应急和疏散流程
Accurately take Room Service orders, Restaurant reservations and any other guest requests
准确记录客房送餐订单，餐厅预订及其他客人要求
To be fully conversant with manual Front Office procedures to be used in the event of the Hotel’s systems being off-line
熟练掌握前厅部酒店管理系统宕机的应对流程
Ensure compliance with all company policies and procedures
遵守酒店的规章制度
This position includes night shift work as well as early and late shifts on a rotating basis
接受轮班制的排班安排
Must know all Hotel products and services and actively recommend to our guests
熟悉酒店产品和服务，并积极推荐给客人
Ensure that there is a thorough hand over at the completion of each shift
确保部门交接班的信息传达完整准确
Live Esprit! Your contribution to creating team environment
鼓励团队成员一起营造良好的工作氛围
Any other duties assigned by Front Office Management and Supervisors
完成前厅部经理安排的其他职责