Primary Responsibilities 主要職責(zé)
· Answer calls with professional telephone etiquette and efficient customer service standards.
· Able to respond to the guest call and answer to his request.
· Be fluent with the room service menu and any other outlet offer. “Tautest possible”
· Ensure that any messages are correctly report and given to the guest concern.
· Follow-up and make wake-up call according to the records.
· Establish good relations with all guests.
· Be fully aware of all arrivals to the hotel, and in particular, VIP’s and return guests. Be aware of any special requests.
· 以專業(yè)的電話禮儀和高效的對客服務(wù)標準接聽電話
· 能夠根據(jù)客人來電處理客人需求。
· 熟知送餐服務(wù)菜單以及菜單外菜品。
· 確保任何留言正確。
· 根據(jù)叫醒單跟進叫醒。
· 與所有客人建立友好的關(guān)系。
· 熟知酒店預(yù)抵和貴賓和有特殊需求的客人。
Knowledge and Experience 知識和經(jīng)驗
·Have a good professional image and temperament, and understand the basic telephone etiquette.
·Fluent Mandarin, strong language expression ability, good at communication, affinity and strong sense of confidentiality;
·Familiar with administrative and office management related workflow, good communication, coordination and organization skills;
·有良好的職業(yè)形象和氣質(zhì),懂得基本的電話禮儀;
·普通話標準流利,語言表達能力強,善于溝通,有親和力,較強的保密意識;
·熟悉行政、辦公室管理相關(guān)工作流程,良好的溝通、協(xié)調(diào)和組織能力;