The Operatorfulfills the very important function in the entire hotel. Perform the actualmanual and technical operation of the PABX Switchboard, Send faxes and providea system of locating or paging guests who have telephone calls, the Guest ServiceCenter spends uninterrupted quality time getting to know the guest so thatmeaningful information and recommendations to make the guests stay MoreInspired can be made. Being a good listener and picking up on any minor detailsthroughout he stay should be used to enhance the stay experience. All and anyideas must be followed up on to exceed expectations. To facilitate a memorableguest experience during the guests stay, by delivering items, acting uponrequests and providing guest assistance where required, and to adhere to ConradBrand Standards.
賓客服務(wù)中心在整個(gè)酒店中履行很重要的職能。禮貌專業(yè)的接聽、轉(zhuǎn)接所有來電，依照希爾頓品牌標(biāo)準(zhǔn)及客人的不同需求協(xié)同相關(guān)部門為客人提供服務(wù)，持續(xù)高效的去了解客人,這樣有意義的信息和建議會(huì)讓客人留下更多的靈感。做一個(gè)好的傾聽者，在客人入住的整個(gè)過程中任何細(xì)小的細(xì)節(jié)，都應(yīng)該被注意并用來提高客人入住體驗(yàn)。所有的想法都應(yīng)該必須跟進(jìn)，以超越客人的期望。讓顧客在到達(dá)，停留，離開的整個(gè)過程中享受熱情周到的服務(wù)。
1.????????Ensure the correct operation of the switchboard forfast and efficient transferring of internal and external calls.
快速高效的轉(zhuǎn)接所有來電。
2.????????Greets customers immediately with a friendly andsincere welcome. Responds to inquiries with accurate information regardinghours of outlet operation, directions to local attractions, or meeting rooms,etc. according to individual needs.
誠摯友好的問候客人?？焖倬珳?zhǔn)的回答和應(yīng)對(duì)客人提出的問題及要求，其中包括各消費(fèi)場所的營運(yùn)時(shí)間方位等。
3.????????Ensure the Carelin Manager is kept fully aware ofany relevant feedback from either customers or other department.
將客人和其他部門的意見和建議及時(shí)反饋給關(guān)愛熱線經(jīng)理。
4.????????Check all the equipment in Careline Centre all thetime to ensure smooth operation: paging system, fax machine, voice mail system,FCS system, etc. Keep the Careline centre clean and tidy to ensure that all thestaff may work in a comfortable environment.
時(shí)刻關(guān)注關(guān)愛熱線各項(xiàng)設(shè)施設(shè)備的運(yùn)轉(zhuǎn)是否正常，如傳呼系統(tǒng)，語音留言，F(xiàn)CS系統(tǒng)等。保證關(guān)愛熱線的清潔干凈，為員工提供一個(gè)相對(duì)舒適的工作環(huán)境。
5.????????Reviews VIP arrival and ensures proper handling ofVIPs and groups.
關(guān)注VIP預(yù)抵及團(tuán)隊(duì)客人.
6.????????Takes an active role in the team by being kind,cooperative, helpful and never forgetting the person behind the guest.
積極的工作，友好的為客人提供服務(wù)。
7.????????Actively takes part in training where and whenrequired, attending formal training sessions and on the job training to ensurestandards and develop skills and abilities.
積極地參加職業(yè)培訓(xùn),保證工作能力
8.????????Contributes to the hotel and team by sharing newideas and suggestions for improvements, being innovative and creative toprovide quality service and customer care to team members and guests.
致力于酒店工作，為酒店發(fā)展提供建議，有創(chuàng)新精神，為顧客提供品質(zhì)服務(wù)。
9.????????Greets all guests communications with a warm tone,ensuring that they feel welcomed and appreciated when contacting the hotel.
交流的時(shí)候熱情的語調(diào)和所有賓客問候，讓他們覺得受到酒店的歡迎。
10.????Transfers all internal and external guest calls tothe appropriate party correctly, with minimal delay.
及時(shí)準(zhǔn)確的為國內(nèi)外賓客轉(zhuǎn)接電話。
11.????Handles and delivers messages in a confidential andprofessional manner, maintaining guests privacy and integrity of the message,and ensuring that the message is accurate and delivered to the guest in aprompt and timely manner.
準(zhǔn)確及時(shí)的為客人傳遞信息，確保顧客隱私。
12.????Maintains the integrity of the hotels informationby not providing confidential or privacy invasive information about guests orthe hotel. Maintains the integrity of the guests privacy at all times andadheres to Hilton Brand Standards for communication.
遵循Hilton品牌標(biāo)準(zhǔn)，保護(hù)客人隱私，防止酒店數(shù)據(jù)泄露。
13.????Handles complaints promptly and efficiently, takingthe necessary action, and informing the Duty Manager or Guest Relations Managerfor follow up, where appropriate. Follows up with all guests to ensuresatisfaction with problem resolution.
采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知關(guān)愛熱線經(jīng)理或賓客關(guān)系經(jīng)理。回訪客人，確保客人對(duì)解決方法滿意。
14.????Maintains awareness of guest’s profile and specificpreferences
維護(hù)客戶資料和詳細(xì)信息
15.????Ensures that VIP guests are treated personally andrecognized as an individual.
確保VIP客人的待遇。
16.????Inputs information in to Fidelio regarding guests,ensuring accuracy and that all details are completed and that the informationcan be clearly understood by other team members.
將顧客信息錄入酒店管理系統(tǒng)，確保團(tuán)隊(duì)成員能清晰的看懂。
17.????Applies Hilton Brand Standards in each and everyaction, acting as a role model and example of how the standards should becarried out in a practical setting.
遵循希爾頓品牌標(biāo)準(zhǔn)。
18.????Has knowledge of the hotels facilities and servicesas well as basic knowledge of Hilton International, MEAP & other propertiesin China.
了解酒店及希爾頓集團(tuán)的基本概況。
19.????Is up to date with information on facilities,attractions, places of interest, sights and activities in and around hotel.
了解酒店周邊地區(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。
20.????Effectively communicates, coordinates andcooperates with Housekeeping, F&B, Engineering and? IT.
與餐飲部，客房部，工程部，IT等進(jìn)行有效的聯(lián)絡(luò)。
21.????Reports problems with hotel systems, hardware orfacilities to the appropriate party and follows up to ensure that correctiveaction has been taken.
對(duì)酒店設(shè)施設(shè)備的非正常運(yùn)轉(zhuǎn)予以及時(shí)報(bào)告，并跟進(jìn)直至問題解決。
22.????Carries out administrative duties of the departmentwhere required, including typing, printing, binding, and filing.
如有需要，完成部門的行政任務(wù)，包括打字復(fù)印，裝訂等。
23.????Has knowledge and understanding of basic computerapplication and their use, that can effectively demonstrated.
能熟練的掌握和運(yùn)用電腦。
24.????Ensure departmental orientation is carried out for new members of the team, training schedules, records and corrective/re-training. Ensurethe Careline Manager is kept fully aware of any relevant feedback from either customers or otherdepartment . .
25.???? 培訓(xùn)、監(jiān)督、管理新進(jìn)員工。將客人和其他部門的意見和建議及時(shí)反饋給關(guān)愛熱線經(jīng)理。
26.???? Actsas a coach and mentor to team members, reinforcing standards and expectationsand motivating team members to strive for established targets.
做員工的導(dǎo)師，提高員工水平，促進(jìn)他們完成所設(shè)立的目標(biāo)。
27.???? Responsiblefor the smooth induction and facilitation of training for new team members,ensuring that they are trained to the minimum level standard and that they cancompetently complete their job and that they know what is expected of them.
簡單易懂的培訓(xùn)新員工，使其盡快達(dá)到勝任工作的最低標(biāo)準(zhǔn),了解公司的期許與要求。
28.???? Spotchecks team members to ensure quality and maintain consistency.
不定時(shí)的檢查，確保質(zhì)量。
29.???? Carriesout administrative duties of the department where required, including typing,printing, binding, and filing.
如有需要，完成部門的行政任務(wù)，包括打字復(fù)印，裝訂等。
30.????Passes on information effectively, ensuring thatall necessary details are communicated to the intended person and that anypending action is completed and guest satisfaction confirmed. Attends dailybriefings, shift handovers, meetings and reads the log book on a daily basis.
確保信息有效的傳達(dá)到人，及時(shí)解決問題讓客人滿意，參加每日必須的會(huì)議等。
31.????Keeps up to date and aware of competitor activitiesin order to be informed.
警惕商業(yè)競爭行為，并及時(shí)上報(bào)。
32.????Correctly posts charges for telephone charges andthe business centre, as well as manage the hotels communication system toensure that there is no loss of revenue.
準(zhǔn)確收取電話和商務(wù)中心費(fèi)用,連同處理酒店溝通制度，確保酒店應(yīng)得收入。
33.????Must be fully familiar with emergency contingencyplans/safety and responsibilities relating to specific positions.
熟悉火災(zāi)等突發(fā)情況的預(yù)警措施并嚴(yán)格按照酒店的相關(guān)規(guī)章制度予以執(zhí)行。
34.????The management reserves the right to change /extend this job description if necessary at any point of time during her / hisemployment.
如有必要，該部門有權(quán)更改或補(bǔ)充該職位描述。
35.????Carries out any other reasonable duties andresponsibilities as assigned.
完成任何其他合理的職責(zé)和被指派的職責(zé)。
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