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PRINCIPALRESPONSIBILITIES 主要職責(zé) 1.????????Process all incoming and outgoing callsaccurately and courteously. 禮貌接聽(tīng)來(lái)電，正確轉(zhuǎn)接電話。 2.????????Ensures smooth internal telecommunicationas per hotel standards. 根據(jù)酒店標(biāo)準(zhǔn)，確保酒店內(nèi)部電訊順暢。 3.????????Records and controls accurately wake upcalls. 準(zhǔn)確記錄及操作客人叫醒電話。 4.????????Pages guests in co-operation withconcerned departments. 與相關(guān)各部門(mén)密切合作，協(xié)助尋呼客人。 5.????????Records all entries on traffic sheets. 隨時(shí)記錄客人所有需求及工作信息。 6.????????Assists guests with international callsand directory queries. 幫助客人接轉(zhuǎn)國(guó)際長(zhǎng)途，并解答相關(guān)疑問(wèn)。 7.????????Calls guests by name whenever possible. 隨時(shí)隨地稱(chēng)呼客人姓名。 8.????????Contact staff member for emergency. 緊急時(shí)協(xié)助聯(lián)系內(nèi)部人員。 9.????????Abides by principles of guest privacy. 遵守規(guī)定，為客人信息保密。 10.???? Handlesguest’s needs or requests and reports complaints to the Service CenterSupervisor. 處理客人需求，將客人投訴及時(shí)匯報(bào)服務(wù)中心主管。 11.???? Reporton logbook daily. 記錄部門(mén)日志。 12.???? Billcalls costs. 監(jiān)督電話成本入帳。 13.???? Awareof local telephone listings and frequently dialed numbers. 熟知當(dāng)?shù)爻Ｓ秒娫捥?hào)碼。 14.???? Strictlyabides by standards policies and procedures governing cases of emergency suchas fire, bomb scare and other critical situations. 嚴(yán)格履行酒店緊急情況的標(biāo)準(zhǔn)及工作操作流程，如火災(zāi)，恐嚇及其他危險(xiǎn)情況。 15.???? Advisesdefects on switchboard equipment to Supervisor. 及時(shí)將機(jī)房設(shè)備的損壞情況匯報(bào)主管。 16.???? Maintainsa clean work environment. 保持工作環(huán)境的整潔。 17.???? Attendsto all guest queries and requests promptly. 關(guān)注客人的所有需求及疑問(wèn)。 18.???? Maintainsdetailed knowledge of the Hotel’s fire, life and safety system. 確保熟知消防救生及安全系統(tǒng)。 19.???? Maintainsdetailed knowledge on the Emergency Response Team and workings of the telephoneroom in this regard. 熟知應(yīng)急反應(yīng)小組的工作細(xì)節(jié)。 20.???? MaintainHotel Information. 熟知并更新酒店信息。 21.???? Isfully aware of Credit procedure. 熟知財(cái)務(wù)制度。 22.???? Isfully aware of LHG standards. 熟知康得思酒店的標(biāo)準(zhǔn)。 23.???? Isfully aware of fire, safety & security procedure. 熟知防火及安全的所有步驟及標(biāo)準(zhǔn)。 24.???? Performsrelated duties and special projects assigned. 能夠完成所有相關(guān)及指派工作。 25.???? Observes,obtains and notes down any useful guest preferences or comments received andpasses them to his supervisor to be kept by the hotel for future reference. 觀察，收集并記錄客人的喜好或建議，并交給主管為飯店保存，以便日后參考。 26.???? Readyto take orders for Room Service. And familiarize the outlet service hour andmenu. 為客人提供點(diǎn)餐服務(wù)。熟知酒店餐廳的營(yíng)業(yè)時(shí)間和菜單。 HUMANRESOURCES 人力資源： 1.????????To ensure good interdepartmentalcommunication, network and teamwork. 確保良好的內(nèi)部溝通，網(wǎng)絡(luò)服務(wù)和團(tuán)隊(duì)合作. 2.????????To attend all meetings and training asrequired. 參加必要的培訓(xùn)和會(huì)議 3.????????To act on all decisions departmentmeetings 確保執(zhí)行部門(mén)做出的決議 4.????????To maintain the appropriate standards ofdiscipline for dress, hygiene, uniform, appearance posture and conduct of allGuest Service Personnel. 遵守酒店的規(guī)章制度，保持良好的儀容儀表 FinancialResponsibilities 財(cái)務(wù)職責(zé) Inconjunction with the EDP Department to ensure the hotel system is maintained inaccordance with the standard operating procedures. 與IT部門(mén)員工合作按照酒店標(biāo)準(zhǔn)確保酒店的電話支持系統(tǒng)及設(shè)備可以得到常規(guī)維護(hù)與保修. OccupationalHealth and Safety Responsiblities 職業(yè)認(rèn)知及安全責(zé)任 1.????????Demonstrate Awareness of OH&S policiesand procedures and ensure all procedures are conducted safely and withinOH&S guidelines. 確保熟知崗位安全責(zé)任并嚴(yán)格遵循運(yùn)用到實(shí)際工作中。 2.????????Be aware of duty of care and adhere tooccupational, health and safety legislation, policies and procedures. 熟知并貫徹所用崗位職責(zé)，安全條例及規(guī)章制度。 Befamiliar with property safety, first aid and fire and emergency procedures andoperate equipment safely and sensibly. 熟知公司安全條例，急救，防火及緊急事件處理程序，并安全機(jī)智地運(yùn)用相關(guān)設(shè)備。 3.????????Initiate action to correct a hazardoussituation and notify supervisors of potential dangers. 對(duì)危險(xiǎn)情況能夠采取相關(guān)行動(dòng)，并將潛在危險(xiǎn)向主管報(bào)告。 4.????????Log security incidents and accidents inaccordance with hotel requirements. 根據(jù)酒店要求，將意外事件記錄在案。