1.Processall incoming and outgoing calls accurately and courteously 正确并礼貌地处理所有打进和打出酒店的电话 2.Records and controls accurately wake up calls 准确记录并管理叫早服务 3.Assistsguests with international calls and directory queries 协助客人处理国际长途和号码查询 4.Handlesguests needs or requests and reports complaints to the Supervisor 满足客人的需要或请求，并向主管汇报投诉情况

Ensures all telephone calls are handled in a polite, efficient manner. 确保用礼貌，有效的方式处理所有来电。 Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found. 如果立即找不到解决问题和投诉的方法，要向领班/副经理报告。 Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel. 确保销售员的态度始终是被接受的，并意识到酒店里总是存在着销售机会的。 Ensures a high level of product knowledge of hotel and local area. 对酒店和当地的产品的知识要相当了解。 Ensures a high level of customer service is consistently maintained. 确保始终提供高水准的服务。 Operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures. 操作总机的控制台，呼叫系统，并与部门的计算机程序相联系。 Ensures the Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments. 确保副经理能充分意识到任何有关的反馈即可以从顾客中来也可以从其他部门来。 To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises. 对房间的销售/促销，餐厅和其他设备/节目都要非常了解，因为任何时候机会都会出现。 Promotes Gold Passport programme to potential guests whenever possible. 在任何可能的情况下，对潜在的客人都要销售我们的金护照项目。 Complies with all systems and procedures as laid down by the Room Division. 遵守房务部制定的所有系统和程序。 Assists with reservations whenever necessary. 必要时协助订房部的工作。 Handles incoming and outgoing mail, and faxes in a timely manner. 及时处理收发邮件和传真。 Has a thorough understanding of all the services offered by the Hotel. 完全理解酒店所提供的所有服务。 Fully conversant in all aspects of the city in order that all guests’ queries can be handled efficiently and courteously. 为了礼貌并有效的满足客人所提出的要求，要熟悉城市的每个方面。 Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the department concerned. 确保所有的预定，定单，要求等等都是正确和迅速地传送到有关部门。

To provide telephone service and Help fulfill guest requirements To provide secretarial and other business related services to guests. Answers all guests questions and resolve guests concerns 提供电话服务并帮助完成客人要求,为客人提供秘书及相关商务服务，以及回答客人问题并解决客人的疑虑.  Receive all incoming calls in a courteous and friendly manner, responsible for accurate connection 礼貌和友好地接听所有的来电, 并负责准确的接转  Answer all calls in the manner specified by the P & P of Melia Chongqing on a consistent basis 持续一贯地遵循重庆美利亚酒店的政策和程序，礼貌地接听电话  Answer guest’s inquires over the phone and follow up personally to resolve Guest request 接听客人的电话并亲自采取行动去完成客人的要求  Answer the customer's call, do not transfer the call to the relevant department 回答客人的电话询问，不要将电话接转至有关部门  Undertake the responsibilities of other departments 承担其他部门的岗位职责  Responsible for booking and placing of guest long distance calls correctly 负责准确地预约和接通客人的长途电话  Responsible for placing of guests’ wake-up calls accurately and timely 负责准确及时的为客人提供叫醒服务  Perform personalized wake up call efficiently and consistently 执行个性化的叫醒服务  Responsible for monitoring wake-up call log and take appropriate action if a call is not answered 负责检查叫醒服务记录, 并在电话没有人接听时采取适当的措施  Responsible for paging of hotel personnel correctly when required 负责正确传呼酒店人员  Responsible for telephone follow-up of OTA check-out guests on the same day, recording their opinions and suggestions 负责当日OTA退房客人的电话回访，记录客人的意见和建议  Responsible for calling the welcome phone number of OTA guests for the next day's stay, contacting them in advance, and preparing the room in advance according to their needs 负责拨打第二天OTA入住客人的欢迎电话，提前与客人取得联系，根据客人需求提前做好房间准备  Have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests` questions 充分了解酒店设施和营业时间, 确保正确回答客人的问题  Demonstrate professional attitude and behavior at all times 在任何时候表现专业态度和行为  Maintain personal image according to hotel and Melia Chongqing standards 根据酒店及重庆美利亚标准保持个人形象  Complete other work arranged by superiors. 完成领导交办的其他工作。

岗位职责： 1.精通酒店电话礼仪标准，热情友好地接听所有内外线电话。 2.三声铃响之内接听电话，帮助客人留言，转接电话以及回答客人关于酒店问询。 3.有任何关于设备或者系统方面的问题以及客人的冲突要及时报告给主管，以便及时解决。 4.保证所有的叫醒要求能够准确记录并提供准时叫醒服务。 5.熟悉酒店各部门的分机号码以便准确快速的转接电话。 6.随时保持良好的电话礼仪，讲话清晰，语速适中，在通话中认真倾听，避免误解。 7.所有留言都需要重复客人的内容，保证留言的准确性。 8.定期检查电话计费系统，保证计费系统正常运作，如有任何异常情况，及时报告给服务中心经理。 9.在发生紧急情况例如火灾、炸弹恐吓的时候，负责立即通知到酒店相关人员。 10.处理客人投诉，报告每日发生事件及特殊情况报告给主管。 岗位要求： 1．大专以上学历，有同岗位工作经验1年以上优先 2．身体健康，品貌端正，形象气质佳。 3．优秀的交际能和沟通技巧。

岗位职责 1. 按规定接听电话，记录客人的要求并尽快完成。 2. 在处理客人要求的过程中须始终保持礼貌的态度,在与客人交流的过程中，积极对待并提供更进一步的服务。 3. 通过协调后给客人以答复，并且后续跟进以确保客人对处理结果满意。 岗位要求 1. 良好的沟通能力。 2. 有意向从事酒店前厅部工作。

基础职能 Responsible for answering and placing all incoming and outgoing calls and calls originating within the hotel. 负责回答和处理所有打进打出酒店的电话和酒店内部电话。 1. Operates the hotel switchboard according to the operating techniques required by the type of equipment. 根据操作所需设备的技巧操作酒店程控机。 2. Answers incoming calls, connects them to the appropriate extensions and takes down messages when necessary. 回答打进酒店的电话，将他们接到适当的分机上并在必要时记下信息。 3. Assists guests with outgoing calls and connects internal calls. 协助客人拨打外线电话，转接内部电话。 4. Receives and places long distance and overseas calls; computes and records charges, informs guests and forwards charges immediately to Front Office Cashier. 转接和处理国内长途和国际长途，计算并记录费用，通知客人费用将费用及时转交至前厅出纳处。 5. Screens incoming calls for guests when requested. 根据客人要求为客人过滤电话。 6. Handles emergency communication for the Hotel. 负责酒店在紧急情况下的沟通。 7. Handles wake-up calls and requests for direct assistance from guests; gives general information to guests. 处理叫醒电话和有关直接为客人服务及提供客人相关信息的事件。 8. Handles hourly recap of messages in co-ordination with the Mail and Information Counter for more efficient service to guests. 和礼宾部一起处理每小时信息汇总来提供给客人更高效的服务。 9. Maintains cleanliness and order of work area. 保持工作区域的干净有序。 10. Maintains order in Royale Touch Center area and provides communication facilities in case of emergencies, during emergencies also handles all communication until instructed otherwise by superior except in cases of imminent personal danger. 维持豪廷服务中心秩序并提供通讯设施以备紧急事件，除非涉及个人危险经上级领导批准，否则在紧急时刻仍要坚守岗位。 11. Effectively take order for In Room Dinging and be fully aware of the menu items and basic ingredients to provide proper information and up-selling at every opportunity. 高效的完成点餐服务并熟知我们的菜单以及基本地原料以便随时提供相关信息并做好推荐。 12. Make the reservation for the guest beyond the working hours of the reservation department. 在预订部工作时间以外为客人订房。 13. Performs duties common to all non-supervisory personnel and other duties as may be assigned. 完成其他被指派的任务。