§ 为其他员工及来电者提供专业礼貌、关怀备至的高水准的服务。
Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.
§ 确保所有员工遵循品牌承诺并始终提供优异的对客服务。
Ensures all employees provide a courteous and professional service at all times.
§ 礼貌并有效地处理客人和员工的询问，对于无法立即处理的投诉和提出的问题，应汇报上级，并迅速跟进及时反馈结果。
Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
§ 保持与顾客和同事之间良好的合作关系。
Maintains positive guest and colleague interactions with good working relationships.
§ 快捷、礼貌和准确地为本地及国际电话进行转接。
Connects local and international calls quickly, courteously and accurately.
§ 按要求提供准确的自动或人工电话叫醒服务。
Handles wake-up calls as requested with accuracy, whether they are automatically programmed or personal wake-up calls.
§ 熟练地应对各种紧急情况。在遭遇严重事件的状况下，保持冷静的头脑、警惕的神经和专业的判断力，并能高效地进行处理。
Acts proficient in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.
§ 维护有条不紊的工作环境，尽可能保持最小的背景噪音和谈话音量，以免噪声通过耳麦传递出去。
Contributes and maintains businesslike working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets.
§ 为客人及员工提供优质的接线服务，及尽可能多的酒店周边地区的相关信息。
Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and activities around the hotel.
§ 汇报并记录当班时间所发生的各种问题，并将所有信息通知至下一班次的员工。
Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.
§ 接收并传递信息给客人及酒店员工。
Accepts and relays messages for guests and hotel personnel.
§ 始终保持礼貌和友好的服务形象。
Projects the image of being courteous, providing friendly services at all times.
§ 应答并转接所有内部及外部电话。
Answers and connects all incoming calls from both in and out of house.
§ 协助礼宾部和前台处理未尽的留言、传真等。
Coordinates with Concierge and Front Desk with pending messages, faxes, etc.
§ 熟悉餐饮方面的知识，以便于高效和礼貌的回应客人的询问。
Be fully conversant in all aspects of Food and Beverage outlets in order to handle all guests’ queries efficiently and courteously.
§ 安排员工班次。
Plans the roster of employees.
