【岗位职责】
1.Receive allincoming calls in a courteous and friendly manner, responsible for accurateconnection.
礼貌和友好地接听酒店及公寓所有的来电，并负责准确的接转。
2.Answer guestinquires over the phone or connect caller to relevant department.
回答客人的电话询问或者将电话接转至有关部门。
3.Responsible forordering “In-Room Dinning” and handle guest request efficiently.
负责“客房送餐”点单，高效地为客人提供服务。
4.Responsible forplacing of guests’ wake-up calls accurately and timely.
负责准确及时的为客人提供叫醒服务。
5.Responsible formonitoring wake-up call log and take appropriate action if a call is notanswered.
负责检查叫醒服务记录，并在电话没有人接听时采取适当的措施。
6.Have thoroughknowledge of and assists guests and callers with the hotels Voice Mail system.
充分了解酒店的语音信箱系统，并帮助客人和来电者使用该系统。
7.Report faultpromptly.
及时报告错误信息。
8.Have thoroughknowledge of hotel facilities and hours of operation, to ensure correctresponse to guests’ questions.
充分了解酒店设施和营业时间，确保正确回答客人的问题。
9.Knowledge ofdaily events in the hotel.
了解酒店的日常事务。
10.Have a thoroughknowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threatetc.
充分了解紧急事件处理程序，例如火警、警报、疏散、轰炸、恐吓等等。
11.Ensure that theworking area is kept clean and tidy at all times.
随时保持工作区域的清洁和整齐。
12.Cultivate goodworking relationships with inter-related departments.
培养部门间良好的工作关系。
13.Identify VIP,MR, and regular guests as well as long staying guests and build rapport tooffer personalized service and assistance.
识别贵宾，MR会员，常客和长住客人并且亲善地提供个性化的服务和帮助。
14.Handle “GXP”promptly and follow up that all requests have been responded to the guest’sfull satisfaction.
迅速处理“ 宾客服务”并跟踪确保客人完全满意。
15.Undertakeassignments as delegated by supervisors.
按照上级的指示完成任务。
16.Deliver highquality service to guests.
提供优质的对客服务。
17.Ensure guestreasonable requests are met.
确保顾客合理要求被满足。
18.Takeappropriate action to resolve guest complaints.
采取合适的行为解决客人投诉。
19.Adhere to thehotel’s security and emergency policies and procedures.
贯彻酒店的安全制度、紧急情况处理规定和程序。
20.Abide by theHotel’s Policies and Procedures, Marriott Code of Business Conduct and thehotel’s Associate Handbook.
遵守酒店的工作政策及程序，遵守万豪的商业行为规范以及员工手册中的条款。
21.Carry out othertasks as directed by your supervisors.
完成上级交待的其它任务。
22.According tothe operation needs, assist in operation department service under arrangement.
根据酒店运营需要，在部门的安排下，随时参与酒店各运营部门的服务工作。
23.Follow propertyspecific procedures for handling emergency situations (e.g., evacuations,medical emergencies, natural disasters).
按照酒店特定程序处理紧急情况（例如，撤离、医疗紧急情况、自然灾害）。
24.Report workrelated accidents, or other injuries immediately upon occurrence to manager /supervisor.
在发生事故时立即向经理 / 主管报告与工作有关的事故或其他伤害。
25.Protect theprivacy and security of guests and coworkers.
保护客人和同事的隐私和安全。
26.Maintainconfidentiality of proprietary materials and information.
维护专有材料和信息的机密性。
27.Ensure uniform,name tags, and personal appearance are clean, hygienic, professional and incompliance with company policies and procedures.
确保制服、名牌和个人外表干净、卫生、专业，并符合公司的政策和程序。
28.Comply withquality assurance expectations and standards.
遵守质量保证的期望和标准。
29.Address guests'service needs in a professional, positive, and timely manner.
以专业、积极、及时的方式满足客人的服务需求。
30.Actively listenand respond positively to guest questions, concerns, and requests using brandor property specific process to resolve issues, delight, and build trust.
积极地倾听并响应客人的问题、关注和要求，使用品牌特定的过程（例如，学习、满意、客人反应、飞跃、神秘）来解决问题和建立信任。
31.Answer, record,and process all guest calls, requests, questions, or concerns.
回答、记录和处理所有来宾电话、请求、问题或关注。
32.Contactappropriate individual or department (e.g., Bellboy, Front Desk, Housekeeping,Engineering, Security/Loss Prevention) as necessary to resolve guest call,request, or problem.
根据需要与适当的个人或部门（例如，礼宾员、前台、客房、工程、安保）联系，以解决客人的电话、要求或问题。
33.Follow up withguests to ensure their requests or problems have been met to theirsatisfaction.
跟进客人，确保他们的要求或问题得到满意的解决。
34.Identify andexplain hotel features to guests (e.g., use of room key, in-room safe, hotel services).
向客人介绍酒店特色（例如，使用房间钥匙、室内保险箱、酒店服务)。
35.Answertelephones using appropriate etiquette including answering the phone within 3rings, answering with a smile in one's voice, using the callers' name,transferring calls to appropriate person / department, requesting permissionbefore placing the caller on hold, taking and relaying messages, and allowingthe caller to end the call.
使用适当的礼仪应答电话，包括在3声内应答电话，以自己的声音微笑应答，使用来电者的姓名，将电话转给适当的人 / 部门，在将来电者搁置之前请求许可，接收和传递信息，并允许呼叫者结束呼叫。
36.Speak to guestsand co-workers using clear, appropriate and professional language.
用清晰、恰当和专业的语言与客人和同事交谈。
37.Develop andmaintain positive and productive working relationships with other employees anddepartments.
与其他员工和部门建立并保持积极有效的工作关系。
38.Handlesensitive issues with employees and / or guests with tact, respect, diplomacy,and confidentiality.
以机智、尊重、外交和保密处理员工和 / 或客人的敏感问题。
39.Operatetelephone switchboard station in order to answer telephone calls.
操作电话交换机，以便接听电话。
40.Process guestrequests for wake up calls, screening calls, do not disturb, call forwarding,conference calls, and non-registered guest calls.
处理客人的叫醒电话、筛选电话、请勿打扰、电话转接、会议电话和非注册电话。
【岗位要求】
1．Basic Englishcommunication ability and communication skills
基本的英语交流能力以及沟通技巧
2．Master theworking knowledge of the AYS & reservations
掌握总机及预定工作知识
