Main Responsibilities 主要职责
1.Operating a manual aor computerized switchboard.
运行总机人工操作和电脑操作。
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.
接线员在当班时应负责所总机部门的所有相关工作并转达客人留言。看起来微小，但实则非常重要。应按照工作程序准确、及时、高质量地完成所有工作。接线员还必须确保通过个人工作表现、接听电话的态度、高效的工作方式及高标准的对客服务，使客人及电话来访者对酒店产生的第一印象为热情、友好及高水准的。
3.Greeting is kindly&using in French.
问候语要亲切及用法语
4.Key in ARS bookings correctly.
正确输入ARS 订单。
5.Arrange the Air France schedule and w/c list.
整理法航日程及叫醒单子。
6.Responsible for ensuring that clear and constant communication line is kept with all staff, areas and Hotel departments.
负责确保所有员工，区域和饭店各个部门的电话线通畅清晰。
7.To ensure that all guests and callers are provided with concise information concerning the
services and facilities provided by Hotel Sofitel Shanghai.
确保向客人和打电话的人简要介绍海仑宾馆的所能提供的有关服务和设施。
8.Responsible for the ongoing communication of pertinent information using the Telephone log book provided to other shifts.
负责将需要继续处理的相关事件记录在工作日志上，以便移交给下一班次的员工继续落实。
9.To ensure all guests are provided with an efficient operator service as required.
确保所有客人均得到了高效率的总机服务。
10.To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner.
确保对客人的询问及要求均以热情友好的态度提供专业帮助。
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.
确保每天清楚了解要抵达饭店的客人，特别是重要客人和回头客，并且了解他们的任何特殊需求并作出相应的措施。
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.
确保完全了解海仑宾馆提供给客人和来访者的一系列服务和设施。
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.
确保完全了解海仑宾馆的餐厅以及他们的营业时间和经营范围。
14.To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner.
确保所有电话的转接是按专业标准,并且是以礼貌热情友好的态度。
15.To ensure that the Switchboard is not left unattended at anytime whilst on duty.
确保当班期间任何时候话务台都不能空岗。
16.Responsible for the prompt and correct input of all guest messages into the system.
负责及时准确地将客人的留言输入系统中。
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.
当班期间发现有任何话务台故障,要同当班总机主管联系并直接向前厅部经理汇报
18.Responsible for providing a personal, efficient, friendly and warm wake up call service for our guests as required.
负责为客人提供高效、友好、热情，具有针对性的叫醒电话服务。
19.To ensure confidentiality is adhered to in relation to all inquiries in reference to guests or staff with no exceptions.
确保为员工和客人保守秘密，谢绝回答有关对客人或员工的询问。
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.
做为海仑宾馆的接线员，你要确保对上海有广泛的了解,知道在本市范围内随时发生的事情，并且要及时准确地回答客人的询问。
21.To maintain and be aware of the importance of guest recognition.
你要意识到客人对你工作认可的重要性。
22.Responsible for adhering to the rules and regulations of Hotel Sofitel Hyland Shanghai, as set down in the Staff Handbook.
要遵守海仑宾馆的规章制度和员工守则。
23.To assist and carry out other duties as required and directed.
协助和执行所要求的其他工作。
24.To be completely aware of the Fire and Emergency procedures of Hotel Sofitel Hyland Shanghai and your responsibilities in an emergency.
明确索菲特海仑宾馆的消防安全程序和遇到突发事件时你所承担的职责。
25.Handles wake up call requests for guests and management staying in the hotel.
负责客人和住店管理人员的叫醒电话。
26.Ensure that the printer of the Call Accounting Interface is in working order and the report is printing out with no paper jammed.
确保电话费用的打印系统运转正常，且打印报表不会卡纸。
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.
通过培训,了解海仑宾馆的规章制度特别是有关于总机的。
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.
确保外表整洁干净,并且着相应制服或工装，佩戴工牌。
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.
负责完成所有相关的追加电话的费用摘要,并且将这些摘要分发至前厅部运作。
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.
同当班前台收银员协调以便确保电话费用已记入客人房帐并在客人离店前付款。
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