Main Responsibilities 主要职责
1.Operating a manual aor computerized switchboard.
2.The Telephone Operator is responsible and accountable for all operations in relation to the Switchboard and guest message delivery whilst on duty. You are responsible in a minor, All duties and tasks performed are to be procedurally correct, timely and of a consistently high quality. The Telephone Operator must also ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers "first" impression of Hotel Sofitel Jinan is a lasting one of genuine warmth and friendliness and of high standards.
3.Greeting is kindly&using in French.
4.Key in ARS bookings correctly.
5.Arrange the Air France schedule and w/c list.
6.Responsible for ensuring that clear and constant communication line is kept with all staff, areas and Hotel departments.
7.To ensure that all guests and callers are provided with concise information concerning the
services and facilities provided by Hotel Sofitel Shanghai.
8.Responsible for the ongoing communication of pertinent information using the Telephone log book provided to other shifts.
9.To ensure all guests are provided with an efficient operator service as required.
10.To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner.
11.To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP and return guests, and that you are aware of any special requests so that they may be action accordingly.
12.To ensure that you are completely aware of the complete range of services and facilities that Hotel Sofitel Shanghai provides to its guests and visitors.
13.To ensure you have a complete and thorough knowledge of the outlets of Hotel Sofitel Shanghai, the operating hours and the scope of services that they provide.
14.To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner.
15.To ensure that the Switchboard is not left unattended at anytime whilst on duty.
16.Responsible for the prompt and correct input of all guest messages into the system.
17.To identify any faults that occur in the switchboard at anytime whilst you are on duty, contact the Telephone Supervisor. on duty and report the fault directly to the Front Office Manager.
18.Responsible for providing a personal, efficient, friendly and warm wake up call service for our guests as required.
19.To ensure confidentiality is adhered to in relation to all inquiries in reference to guests or staff with no exceptions.
20.To ensure that you as a Telephone Operator at Hotel Sofitel Hyland Shanghai have a comprehensive knowledge of Shanghai and, and what is happening within the city at all times, and to ensure that all guest inquiries are met with prompt, informative yet friendly solutions.
21.To maintain and be aware of the importance of guest recognition.
22.Responsible for adhering to the rules and regulations of Hotel Sofitel Hyland Shanghai, as set down in the Staff Handbook.
23.To assist and carry out other duties as required and directed.
24.To be completely aware of the Fire and Emergency procedures of Hotel Sofitel Hyland Shanghai and your responsibilities in an emergency.
25.Handles wake up call requests for guests and management staying in the hotel.
26.Ensure that the printer of the Call Accounting Interface is in working order and the report is printing out with no paper jammed.
27.To acquire, thorough training provided, a complete knowledge of all policies and procedures as set down by Hotel Sofitel Hyland Shanghai that relate specifically to the Switchboard.
28.To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant Front Office, and Hotel uniform and clothing codes.
29.Responsible and accountable for the completion of all dockets in relation to supplementary telephone call charges, and the delivery of these dockets to the Front Desk for processing.
30.Coordinates with the front office cashier on duty to ensure that all telephone charges are
properly billed to the guests concerned and that payment is collected before the guests check out.