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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(biāo)準(zhǔn)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(biāo)準(zhǔn)流利，語言表達(dá)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；