1.为其他员工及来电者提供专业礼貌、关怀备至的高水准的服务。

Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.

2. 确保所有员工遵循品牌承诺并始终提供优异的对客服务。

Ensures all employees provide a courteous and professional service at all times.

3.礼貌并有效地处理客人和员工的询问，对于无法立即处理的投诉和提出的问题，应汇报上级，并迅速跟进及时反馈结果。

Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.

4.保持与顾客和同事之间良好的合作关系。

Maintains positive guest and colleague interactions with good working relationships.

5.快捷、礼貌和准确地为本地及国际电话进行转接。

Connects local and international calls quickly, courteously and accurately.

6.按要求提供准确的自动或人工电话叫醒服务。

Handles wake-up calls as requested with accuracy, whether they are automatically programmed or personal wake-up calls.

7.熟练地应对各种紧急情况。在遭遇严重事件的状况下，保持冷静的头脑、警惕的神经和专业的判断力，并能高效地进行处理。

Acts proficient in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.

8.维护有条不紊的工作环境，尽可能保持最小的背景噪音和谈话音量，以免噪声通过耳麦传递出去。

Contributes and maintains businesslike working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets.

9.为客人及员工提供优质的接线服务，及尽可能多的酒店周边地区的相关信息。

Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and activities around the hotel.

10.汇报并记录当班时间所发生的各种问题，并将所有信息通知至下一班次的员工。

Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.

11.接收并传递信息给客人及酒店员工。

Accepts and relays messages for guests and hotel personnel.

12.始终保持礼貌和友好的服务形象。

Projects the image of being courteous, providing friendly services at all times.

13.应答并转接所有内部及外部电话。

Answers and connects all incoming calls from both in and out of house.

14.协助礼宾部和前台处理未尽的留言、传真等。

Coordinates with Concierge and Front Desk with pending messages, faxes, etc.

15.熟悉餐饮方面的知识，以便于高效和礼貌的回应客人的询问。

Be fully conversant in all aspects of Food and Beverage outlets in order to handle all guests’ queries efficiently and courteously.

16.安排员工班次。

Plans the roster of employees.