?Responsible for answering and processing all phone calls directed to the Call Centre. All calls must be answered with a smile in your voice and processed with service with poise. Where necessary follow up must be performed to ensure guests tasks are completed within target timelines. A full up to date working knowledge of the hotel services and local information is required. A thorough understanding of the daily use of all information systems including the PMS, Micros, PABX and the FCS is required.
責(zé)任于接聽(tīng)和處理所有服務(wù)中心的電話。接聽(tīng)所有電話必須帶著微笑并提供真誠(chéng)的服務(wù)。執(zhí)行所有需要跟進(jìn)的事宜以確保在規(guī)定時(shí)間內(nèi)完成規(guī)定的任務(wù)。要求擁有充分酒店服務(wù)和當(dāng)?shù)匦畔⒌闹R(shí)。要求全面了解日常信息系統(tǒng)的使用,包括PMS, Micros, PABX和FCS。
? Ensure the delivery of friendly and efficient guest service with poise while speaking with a smile in your voice.
聲音中帶著微笑,確保提供友好,友善的真誠(chéng)服務(wù)。
? Be knowledgeable about hotel accommodation, restaurants & bars and other facilities & services.
了解酒店住宿,餐廳酒吧以及其他設(shè)施服務(wù)。
? Process jobs using FCS and follow up as necessary to ensure tasks are processed to meet target service delivery timelines.
運(yùn)用FCS進(jìn)行工作,在有必要的情況下跟進(jìn)以確保在規(guī)定時(shí)間內(nèi)完成任務(wù)。
? Handle dissatisfied guests to resolve complaints and request assistance from other departments when necessary.
處理賓客對(duì)于不滿(mǎn)意的投訴并在有必要的情況下向其他部門(mén)提出協(xié)助的要求。
? Participate in the Call Centers weekly audit program to continually improve individual and department performance.