【崗位職責(zé)】
1.Receive allincoming calls in a courteous and friendly manner, responsible for accurateconnection.
禮貌和友好地接聽(tīng)酒店及公寓所有的來(lái)電，并負(fù)責(zé)準(zhǔn)確的接轉(zhuǎn)。
2.Answer guestinquires over the phone or connect caller to relevant department.
回答客人的電話(huà)詢(xún)問(wèn)或者將電話(huà)接轉(zhuǎn)至有關(guān)部門(mén)。
3.Responsible forordering “In-Room Dinning” and handle guest request efficiently.
負(fù)責(zé)“客房送餐”點(diǎn)單，高效地為客人提供服務(wù)。
4.Responsible forplacing of guests’ wake-up calls accurately and timely.
負(fù)責(zé)準(zhǔn)確及時(shí)的為客人提供叫醒服務(wù)。
5.Responsible formonitoring wake-up call log and take appropriate action if a call is notanswered.
負(fù)責(zé)檢查叫醒服務(wù)記錄，并在電話(huà)沒(méi)有人接聽(tīng)時(shí)采取適當(dāng)?shù)拇胧?6.Have thoroughknowledge of and assists guests and callers with the hotels Voice Mail system.
充分了解酒店的語(yǔ)音信箱系統(tǒng)，并幫助客人和來(lái)電者使用該系統(tǒng)。
7.Report faultpromptly.
及時(shí)報(bào)告錯(cuò)誤信息。
8.Have thoroughknowledge of hotel facilities and hours of operation, to ensure correctresponse to guests’ questions.
充分了解酒店設(shè)施和營(yíng)業(yè)時(shí)間，確保正確回答客人的問(wèn)題。
9.Knowledge ofdaily events in the hotel.
了解酒店的日常事務(wù)。
10.Have a thoroughknowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threatetc.
充分了解緊急事件處理程序，例如火警、警報(bào)、疏散、轟炸、恐嚇等等。
11.Ensure that theworking area is kept clean and tidy at all times.
隨時(shí)保持工作區(qū)域的清潔和整齊。
12.Cultivate goodworking relationships with inter-related departments.
培養(yǎng)部門(mén)間良好的工作關(guān)系。
13.Identify VIP,MR, and regular guests as well as long staying guests and build rapport tooffer personalized service and assistance.
識(shí)別貴賓，MR會(huì)員，?？秃烷L(zhǎng)住客人并且親善地提供個(gè)性化的服務(wù)和幫助。
14.Handle “GXP”promptly and follow up that all requests have been responded to the guest’sfull satisfaction.
迅速處理“ 賓客服務(wù)”并跟蹤確保客人完全滿(mǎn)意。
15.Undertakeassignments as delegated by supervisors.
按照上級(jí)的指示完成任務(wù)。
16.Deliver highquality service to guests.
提供優(yōu)質(zhì)的對(duì)客服務(wù)。
17.Ensure guestreasonable requests are met.
確保顧客合理要求被滿(mǎn)足。
18.Takeappropriate action to resolve guest complaints.
采取合適的行為解決客人投訴。
19.Adhere to thehotel’s security and emergency policies and procedures.
貫徹酒店的安全制度、緊急情況處理規(guī)定和程序。
20.Abide by theHotel’s Policies and Procedures, Marriott Code of Business Conduct and thehotel’s Associate Handbook.
遵守酒店的工作政策及程序，遵守萬(wàn)豪的商業(yè)行為規(guī)范以及員工手冊(cè)中的條款。
21.Carry out othertasks as directed by your supervisors.
完成上級(jí)交待的其它任務(wù)。
22.According tothe operation needs, assist in operation department service under arrangement.
根據(jù)酒店運(yùn)營(yíng)需要，在部門(mén)的安排下，隨時(shí)參與酒店各運(yùn)營(yíng)部門(mén)的服務(wù)工作。
23.Follow propertyspecific procedures for handling emergency situations (e.g., evacuations,medical emergencies, natural disasters).
按照酒店特定程序處理緊急情況（例如，撤離、醫(yī)療緊急情況、自然災(zāi)害）。
24.Report workrelated accidents, or other injuries immediately upon occurrence to manager /supervisor.
在發(fā)生事故時(shí)立即向經(jīng)理 / 主管報(bào)告與工作有關(guān)的事故或其他傷害。
25.Protect theprivacy and security of guests and coworkers.
保護(hù)客人和同事的隱私和安全。
26.Maintainconfidentiality of proprietary materials and information.
維護(hù)專(zhuān)有材料和信息的機(jī)密性。
27.Ensure uniform,name tags, and personal appearance are clean, hygienic, professional and incompliance with company policies and procedures.
確保制服、名牌和個(gè)人外表干凈、衛(wèi)生、專(zhuān)業(yè)，并符合公司的政策和程序。
28.Comply withquality assurance expectations and standards.
遵守質(zhì)量保證的期望和標(biāo)準(zhǔn)。
29.Address guests'service needs in a professional, positive, and timely manner.
以專(zhuān)業(yè)、積極、及時(shí)的方式滿(mǎn)足客人的服務(wù)需求。
30.Actively listenand respond positively to guest questions, concerns, and requests using brandor property specific process to resolve issues, delight, and build trust.
積極地傾聽(tīng)并響應(yīng)客人的問(wèn)題、關(guān)注和要求，使用品牌特定的過(guò)程（例如，學(xué)習(xí)、滿(mǎn)意、客人反應(yīng)、飛躍、神秘）來(lái)解決問(wèn)題和建立信任。
31.Answer, record,and process all guest calls, requests, questions, or concerns.
回答、記錄和處理所有來(lái)賓電話(huà)、請(qǐng)求、問(wèn)題或關(guān)注。
32.Contactappropriate individual or department (e.g., Bellboy, Front Desk, Housekeeping,Engineering, Security/Loss Prevention) as necessary to resolve guest call,request, or problem.
根據(jù)需要與適當(dāng)?shù)膫€(gè)人或部門(mén)（例如，禮賓員、前臺(tái)、客房、工程、安保）聯(lián)系，以解決客人的電話(huà)、要求或問(wèn)題。
33.Follow up withguests to ensure their requests or problems have been met to theirsatisfaction.
跟進(jìn)客人，確保他們的要求或問(wèn)題得到滿(mǎn)意的解決。
34.Identify andexplain hotel features to guests (e.g., use of room key,? in-room safe, hotel services).
向客人介紹酒店特色（例如，使用房間鑰匙、室內(nèi)保險(xiǎn)箱、酒店服務(wù))。
35.Answertelephones using appropriate etiquette including answering the phone within 3rings, answering with a smile in one's voice, using the callers' name,transferring calls to appropriate person / department, requesting permissionbefore placing the caller on hold, taking and relaying messages, and allowingthe caller to end the call.
使用適當(dāng)?shù)亩Y儀應(yīng)答電話(huà)，包括在3聲內(nèi)應(yīng)答電話(huà)，以自己的聲音微笑應(yīng)答，使用來(lái)電者的姓名，將電話(huà)轉(zhuǎn)給適當(dāng)?shù)娜?/ 部門(mén)，在將來(lái)電者擱置之前請(qǐng)求許可，接收和傳遞信息，并允許呼叫者結(jié)束呼叫。
36.Speak to guestsand co-workers using clear, appropriate and professional language.
用清晰、恰當(dāng)和專(zhuān)業(yè)的語(yǔ)言與客人和同事交談。
37.Develop andmaintain positive and productive working relationships with other employees anddepartments.
與其他員工和部門(mén)建立并保持積極有效的工作關(guān)系。
38.Handlesensitive issues with employees and / or guests with tact, respect, diplomacy,and confidentiality.
以機(jī)智、尊重、外交和保密處理員工和 / 或客人的敏感問(wèn)題。
39.Operatetelephone switchboard station in order to answer telephone calls.
操作電話(huà)交換機(jī)，以便接聽(tīng)電話(huà)。
40.Process guestrequests for wake up calls, screening calls, do not disturb, call forwarding,conference calls, and non-registered guest calls.
處理客人的叫醒電話(huà)、篩選電話(huà)、請(qǐng)勿打擾、電話(huà)轉(zhuǎn)接、會(huì)議電話(huà)和非注冊(cè)電話(huà)。
【崗位要求】
1．Basic Englishcommunication ability and communication skills
基本的英語(yǔ)交流能力以及溝通技巧
2．Master theworking knowledge of the AYS & reservations
掌握總機(jī)及預(yù)定工作知識(shí)
