总机话务员.doc

Job Summary: To provide telephone services and receives and co-ordinates guest requests (“Personal Guest Service”) 岗位概述： 提供电话服务并帮助完成客人要求(宾客服务) Duties Responsibilities: Receive all incoming calls in a courteous and friendly manner, responsible for accurate connection Answer guest’s inquires over the phone or connect caller to relevant department Responsible for In-Room Dinning and handle guest request efficiently Responsible for booking and placing of guest long distance calls correctly Responsible for placing of guests’ wake-up calls accurately and timely Responsible for monitoring wake-up call log and take appropriate action if a call is not answered. Responsible for paging of hotel personnel correctly Have thorough knowledge of and assists guests and callers with the hotels Voice Mail system. Contribute to overall efficiency by performing other relevant duties as assigned. Report fault promptly. Have thorough knowledge of hotel facilities and hours of operation, to ensure correct response to guests` questions. Knowledge of daily events in the hotel. Have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc. Ensure that the working area is kept clean and tidy at all times. Cultivate good working relationships with inter-related departments Identity VIP, SPG, regular guests and long staying guests and build rapport to offer personalized service and assistance Handle ?Personal Guest Service?promptly and follow up that all requests have been responded to the guestth’s full satisfaction Undertake assignments as delegated by supervisors Deliver high quality service to guests Ensure guest needs and reasonable requests are met Seek opportunities to continually improve guest service Take appropriate action to resolve guest complaints Promote the hotel and Sheraton products and services Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests Adhere to the hotel’s secur