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崗位職責(zé)/職位描述
The Telephone Operator reports to Telephone Service Supervisor/ Assistant Telephone Service Supervisor.The Telephone Operator is responsible for overall guest satisfaction by creating a delightful communication with guests in accordance with the objectives, performance and quality standards established by the hotel. Also require reacting in emergency situations.




Duties and Supporting Responsibilities：

1. Assist Reservations/ Guest Service to take telephone reservations ensure adherence to company standard and accountable for, if applicable, Quality Track result.

2. Continually proactively find ways to improve the scores of all audits related to the department.

3. Familiar with all Telephone Service’ Standard Operations Procedures and hotel’s policies and procedures.

4. Ensure all wake-up call requests are followed without any delay or mistake and will be delivered in a pleasant and clear voice.

5. Answer all incoming calls, from guest, outside line or internal colleagues, before the 4th ring, ask permission before putting on hold and taking ownership of guest needs so they do not have to repeat themselves again upon the line is connected/ transferred .

6. Maintain complete knowledge of the hotel’s services, facilities, events, restaurants’ promotions as well as arrivals, departures and in-house guests.

7. Assist Guest Services team on PSMS data input (i.e. modifying registration card).

8. Assist on administrative works of Front Office e.g. filing, photocopying, incoming facsimile handling, incoming email handling etc.

9. Familiar with related IT&T systems, including but not limited to console, paging, in-room entertainment, PSMS, interface etc.

10. Participate in any Telephone Services related IT&T system maintenance and/or upgrade



Job Requested：

1. Good communication skills.
2. A team player with ability to multi-task and remain composed at all times.
3. Able to communicate, both written and spoken, in English and Mandarin