服务及预订中心文员Service & Reservation Center Clerk

Duties andResponsibilities工作职责：
· Process all incoming andoutgoing calls accurately and courteously
· 正确并礼貌地处理所有打进和打出酒店的电话。
· Records and controls accuratelywake up calls
· 准确记录并管理叫早服务。
· Pages guests in co-operationwith concerned departments
· 与相关部门合作，对客人进行呼叫。
· Records all entries on trafficsheets
· 将所有条目记录到电话单上。
· Assists guests withinternational calls and directory queries
· 协助客人处理国际长途和号码查询。
· Calls guests by name wheneverpossible
· 尽量称呼客人的姓名 。
· Pages staff member whenrequested
· 如有需要，对工作人员进行呼叫。
· Abides by principles of guestprivacy
· 遵守保护客人隐私的原则
· Handles guests needs orrequests and reports complaints to the Telephone Supervisor
· 满足客人的需要或请求，并向总机主管汇报投诉情况。
· Report on logbook daily
· 每日记下工作日志。
· Bill call costs
· 提供电话费单据。
· Aware of local telephonelistings and frequently dialed numbers
· 熟悉当地电话表以及常拨号码。
· Strictly abides by standardspolicies and procedures governing cases of emergency such as fire, bomb scareand other critical situations
· 严格遵守处理紧急事件，如火灾、炸弹威胁和其它危机的标准政策和工作程序。
· Advises defects on switchboardequipment to Supervisor
· 向主管汇报总机设备出现的问题。
· Maintains a clean workenvironment and so on.
· 保持工作环境的清洁等
QUALIFICATIONSAND REQUIREMENTS任职要求:
· Communication skills areutilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat reflects highly on the hotel, the brand and the Company.
· 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
· Able to read and write English
· 能够读写英语
· Proficient in the use of FrontOffice System
· 熟练使用前台系统
· Accept interns
· 接受实习生