酒店接线员工作描述(中英文).docVIP

酒店接线员工作描述 JOB TITLE: Guest Service Agent - Telephone 职位： 接线员 AREA/DEPARTMENT: Rooms Division/Front Office/Guest Service Center 部门： 房务部 / 前厅部 / 宾客服务中心 JOB BAND: 9 级别 9 HOTEL LEVEL: 5 酒店级别 5 REPORTS TO: Telephone Services Supervisor/Front Office Manager 汇报给： 电话服务主管 / 前厅部经理 POSITIONS SUPERVISED: Nil 监管下属： 无 JOB SCOPE: Under the general direction of the Telecommunication Manager or Supervisor and within the limits of established InterContinental Hotels Group brand and local policies and procedures, oversees and directs all aspects of Telecommunications services to achieve the highest possible guest satisfaction. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos. 工作范围：  服从总机经理或主管全面指示，执行和遵循洲际酒店集团 和本地酒店的政策和程序，  负责保证总机服务的有效运作从而给 酒店的客人提供更满意的服务。  发扬企业工作文化的  5 个重要 价值，信任，诚信，尊重，一个团队与服务洲际酒店集团的品牌品质。 TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards. 证明 : 我确认细读了所有职责，同意按照工作职责的要求工作并到达所规定的标准。 Signature 签 名： Date 日期： . Key Responsibilities 主要职能 Process all incoming and outgoing calls accurately and courteously 有礼貌和准确的转接所有来电 Records and controls accurately wake up calls 记录和准确无误操作早叫服务 Pages guests in co-operation with concerned departments 协助相关部门提供寻呼客人服务 Records all entries on traffic sheets 记录所有的内容在相应的统计表中 Assists guests with international calls and directory queries 协助客人拨打国外电话和咨询服务 Calls guests by name whenever possible 在知晓客人的情况下称呼客人的姓名 Pages staff member when requested 需要的时候提供通知员工服务 Abides by principles of guest privacy 尊重客人的隐私 ? Handles guests needs or requests and reports complaints to the Telephone Supervisor 处理客人的要求报告客人的问题给部门主管 Report on logbook daily 做好每日记录 Bill call costs 制定电话成本记录的报表 Aware of local telephone listings and frequently dialed numbers 熟悉常用号码 Strictly abides by standards policies and procedures gov