Job Responsibilities岗位职责
To serve as the main point of
contact for all guest requests and needs.
Agent is responsible for answering calls in order, make booking. The
agent must exhibit courteous hospitality at all times and fully own the guest
issue. When in communication with the guest, the agent must be proactive in
every area including offering additional services. Most importantly the agent must coordinate
the response to the guest issue and then follow up with the guest to ensure
satisfaction with the result.作为处理所有客人需求的主要服务中心。接线员的主要职责是按规定接听电话，生成预定。接线员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，接线员须积极对待并提供更进一步的服务。作为接线员，最重要的是须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。
1. Have knowledge of hotel,
hotel associates, and hotel services with hours of operations for all
departments’ involved and surrounding areas. Has a thorough knowledge of
guestrooms including: locations, views,
amenities, features, types, etc…了解酒店，酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息, 例如位置，景色，提供物品，特色及房间类型等。
2. Offer the hotel guests the
best possible service through courteous and proper phone answering procedures
through proper telephone procedures.运用礼貌并适当的电话礼仪接听客人的电话，并对客人提出的合理要求提供最好的服务。
3. Be an ambassador by promoting
the hotel, restaurant, lounge, gift shops, etc.作为酒店，餐厅，酒吧及礼品部等开展的促销活动的代表。
4. Ensure all guests
experiencing a problem receive an immediate response along with satisfactory
resolved, any promised compensation is delivered and all guests receive
appropriate follow up in a timely and professional manner, practice
empowerment.确保对客人所提出的问题都能给以及时满意的答复，以及时和专业的态度完成对客人的承诺并能后续跟进，付诸于行动。
5. Handle all wake-up call
requests and repeat information to the guest to ensure proper handling of wake
up calls in the morning.处理所有叫醒服务要求，并向客人重复相关信息以确保早上能准时叫醒客人。
6. Handle fax and messages per
outlined procedures.按照程序处理客人的传真和留言。
7. Take changes on incoming
collect calls or any calls not received by the accounting system and post them
in Opera.灵活应对来电，并能将未被记录入客人房帐中的电话费用输入相应房间。
8.To
assist the Supervisor in updating the AYS manual on a regular basis.协助主管定期更新服务中心手册
9.To
monitor call handling so that opportunities in up selling are maximized.监督电话的接听，最大化提高销售的机会。
10.Sell
rooms in such a manner to maximize revenue and occupancy with guest
satisfaction.在让客人满意的同时尽量提高出租率，获得高收益。
11.Supervise
the confirmation of Hotel Reservations via letter/fax/e-mail within 24 hours of
receipt管理预订的确认，在收到预定24小时内，要通过书信/传真/电子邮件的形式进行预定确认。
12.Have
a thorough knowledge of hotel fire regulations and policy reports, safety
programs, and what the direct duties
are in relation to each.全面了解酒店的消防程序，报警程序，安全守则，并清楚其相关负责人
13.All
departments need to learn from each other and help each other if needed.部门需要相互学习，需要的时候跨岗协助。
14.To
assume other duties as delegated by Supervisor.执行部门负责人安排的其他任务和职责。
15.Ensure GXP program is operational at all
times during shift.确保在每个班次GXP程序总是运作的。
Job Requirement岗位要求
1.Friendly and guest orientated at all times.友好，始终以客人为中心。
2.Potential open minded, willing to learn, easily
adapt to new environment, creative, logical thinking familiar with system.开放的心态,愿意学习和接受新知识,对于新的环境的适应能力强，逻辑思考，熟练操作系统。
3.Requires good communication skills and understand
the primary able to work independently and take ownership and initiative.有良好的沟通技巧，并且拥有工作岗位需要的最基本的语言交流能力，能独立工作并且负起个人责任。
4.Team player.良好的团队合作精神。
5.Be fluent in English and Mandarin流利的英语和普通话
6.Minimum graduated from College.大专以上
