Position Summary职位概述：
Perform the actual manual and technical operation of the PABX Switchboard, Send faxes and provide a system of locating or paging guests who have telephone calls. To facilitate a memorable guest experience during the guests stay, by delivering items, acting upon requests and providing guest assistance where required, and to adhere to DoubleTree Brand Standards.
礼貌专业的接听，转接所有来电，依照希尔顿逸林品牌标准及客人的不同需求协同相关部门为客人提供服务，让顾客在到达，停留，离开的整个过程中享受热情周到的服务。
1. Ensure the correct operation of the switchboard for fast and efficient transferring of internal and external calls.
快速高效的转接所有来电。
2. Greets customers immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, etc. according to individual needs.
诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括周边景点及各消费场所的营运时间方位等。
3. Ensure the Careline Manager is kept fully aware of any relevant feedback from either customers or other department.
将客人和其他部门的意见和建议及时反馈给关爱热线经理。
4. Check all the equipment in Careline Centre all the time 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 the staff may work in a comfortable environment.
时刻关注关爱热线各项设施设备的运转是否正常，如传呼系统、语音留言、FCS 系统等。保证关爱热线的清洁干净，为员工提供一个相对舒适的工作环境。
5. Reviews VIP arrival and ensures proper handling of VIPs and groups.
关注VIP预抵，确保合理处理VIP及团队客人的需求.
6. Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
积极的工作，友好的为客人提供服务。
7. Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
积极地参加职业培训,保证工作能力
8. Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
9. Greets all guests communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.
交流的时候以热情的语调和所有宾客问候，让他们觉得受到酒店的欢迎。
10.Transfers all internal and external guest calls to the appropriate party correctly, with minimal delay.
及时准确的为店内外宾客转接电话。
11.Handles and delivers messages in a confidential and professional manner, maintaining guests privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.
准确及时的为客人传递信息，确保顾客隐私。
12.Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests privacy at all times and adheres to Hilton Brand Standards for communication.
遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。
Specific Job Knowledge, Skill and Ability工作技能技巧要求：
· Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
能有效的用英语沟通交流。
· Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。
· Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。
· Thorough organization and supervisory skills proficient in accomplishing the task.
组织管理与督导技能。
· Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
擅长于处理宾客关系，能快速有效的应对各种问题。
