酒店接線員工作描述(中英文)

酒店接線員工作描述JOBTITLE: GuestServiceAgent-Telephone職位：接線員AREA/DEPARTMENT: RoomsDivision/FrontOffice/Guest部門：房務(wù)部/前廳部/賓客服務(wù)中心JOBBAND: 9級(jí)別 9HOTELLEVEL: 5酒店級(jí)別5REPORTSTO: TelephoneServicesSupervisor/FrontOfficeManager匯報(bào)給：電話服務(wù)主管/前廳部經(jīng)理POSITIONSSUPERVISED: Nil監(jiān)管下屬：無JOBSCOPE: UnderthegeneraldirectionoftheTelecommunicationManagerorSupervisorandwithinthelimitsofestablishedInterContinentalHotelsGroupbrandandlocalpoliciesandprocedures,overseesanddirectsallaspectsofTelecommunicationsservicestoachievethehighestpossibleguestsatisfaction.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethos.工作范圍：服從總機(jī)經(jīng)理或主管全面指示，執(zhí)行和遵循洲際酒店集團(tuán)和本地酒店的政策和程序，負(fù)責(zé)保證總機(jī)服務(wù)的有效運(yùn)作從而給酒店的客人提供更滿意的服務(wù)。發(fā)揚(yáng)企業(yè)工作文化的5個(gè)重要價(jià)值，信任，誠(chéng)信，尊重，一個(gè)團(tuán)隊(duì)與服務(wù)洲際酒店集團(tuán)的品牌品質(zhì)。TESTIMONIAL:IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.證明:我確認(rèn)細(xì)讀了所有職責(zé)，同意按照工作職責(zé)的要求工作并到達(dá)所規(guī)定的標(biāo)準(zhǔn)。Signature簽名：………………………Date日期：….KeyResponsibilities主要職能KeyTasks主要任務(wù)Striveforconstantimprovementandtakeresponsibilityforyourownperformance努力不斷的提高自己的工作表現(xiàn)AdheretoInterContinentalHotelGroupCorporateCodeofConduct堅(jiān)持洲際酒店集團(tuán)的管理模式AdheretoHotelHandbookandgeneralpoliciesandprocedures堅(jiān)持員工守則和總的政策與程序AdheretoFrontOfficePoliciesandProcedures堅(jiān)持部門的政策與程序ReportproblemstoManagementwithsuggestionsforresolution向管理部門反應(yīng)問題并提出解決建議UnderstandingMyJob了解自己的工作Clarifiesownjobresponsibilitiesandlooksforopportunitiesthatwillincreaseskillsandjobknowledge清楚自己的工作職責(zé)，并尋找提高自己工作技巧和知識(shí)的機(jī)會(huì)Understandshowtheirrolefitswithothersandcontributestothesuccessofbusiness了解自己在團(tuán)隊(duì)合作中的角色，并為部門的成功做出貢獻(xiàn)Understandsthehotel’sfacilities,productsandservices了解酒店的各種設(shè)施設(shè)備，產(chǎn)品和服務(wù)Providesinformationwhenrequestedandpromoteshotel’sservices,facilitiesandspecialevents當(dāng)客人詢問時(shí)提供信息，并推薦酒店的服務(wù)，設(shè)施和特別活動(dòng)Implementsdepartmentproceduresandpoliciesasneeded貫徹執(zhí)行部門的政策和程序CustomerFocus關(guān)注客人Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoanticipatetheirneeds與內(nèi)部員工和客人建立并保持積極的關(guān)系，以超越他們的需求Anticipateguestneeds,handleguestenquires,andsolveproblems滿足客人的需要，答復(fù)客人的問詢并解決問題Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers在內(nèi)部和外部客戶交流互動(dòng)中創(chuàng)造積極的酒店形象Adheretohotelbrandstandards堅(jiān)持酒店的品牌標(biāo)準(zhǔn)Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests為給客人解釋和銷售酒店的服務(wù)和設(shè)施，應(yīng)具備高水平的產(chǎn)品和服務(wù)知識(shí)。Assistguestsandescortthemtolocationswithinthehotelattheirrequest幫助并引領(lǐng)客人到酒店內(nèi)他們想去的地方Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds了解酒店內(nèi)的特別推廣和活動(dòng)，以便能了解客人的需求并做出反應(yīng)MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests了解酒店的最新信息以便答復(fù)客人問詢Teamwork團(tuán)隊(duì)精神Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresults與同事友好合作并對(duì)同事、主管、團(tuán)隊(duì)給予信任，可跨部門地交流工作成果Communicatewelltoensureeffectiveshifthand-over通過良好的交流確保交班工作的順利進(jìn)行Activelyparticipateinorganizedmeetings積極參與各種會(huì)議Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication以專業(yè)和積極的態(tài)度與部門和酒店員工互動(dòng)，以建立和諧的關(guān)系，促進(jìn)團(tuán)隊(duì)精神并確保有效的雙向交流Adaptability適應(yīng)能力Beopentonewideasandmakechangesinthejobandroutineasrequired在日常工作中樂于接受新觀點(diǎn)和做出必要的改變Workinlinewithbusinessrequirements工作表現(xiàn)符合業(yè)務(wù)要求CompletetasksasdirectedbyManagement完成管理層指派的工作DevelopingSelf自我發(fā)展Develop/updateskillsandknowledge(internallyorexternally)toreflectchangedtechnologyorchangedworkrequirements發(fā)展/更新自己的技能和知識(shí)（工作內(nèi)或工作外的）來適應(yīng)工作要求或操作技術(shù)的改變Seekfeedbackonareasofshortfall尋找并分析存在的不足之處Maximizeopportunitiesforselfdevelopment為自我發(fā)展尋求更多的機(jī)會(huì)Reliability可靠性Ensurethatyourworkqualitymeetsthestandardsrequiredandcompletetasksinatimelyandthoroughmannerwithminimumsupervision自覺及時(shí)和全面的完成工作，并確保工作質(zhì)量符合酒店標(biāo)準(zhǔn)Followstandards,policiesan