1.Answer,record,and process all guest requests, questions, or concerns via telephone, email,chat, and mobile communication devices. Operate telephone switchboard, processguest requests for wake up calls, and connecting and directing calls to theappropriate extension. Receive, record, and relay messages accurately. Log allguest requests or issues into computer, contact appropriate individual ordepartments and follow up with guest to ensure their request has been resolvedto their satisfaction. Provide information to guests about room features,property amenities, and local areas of interest. May process food &beverage orders, answer questions on menu selection and record transactions inpoint-of-sale system. Assist guests with accessing internet and guestroomentertainment.
根据酒店标准礼仪通过电话、电子邮件、聊天和移动通信设备回答、记录和处理所有客人的要求、问题或关注。操作总机电话，处理客人的叫醒电话，并将电话转接到适当的分机，准确地接收、记录和转发消息。将所有客人的要求或问题记录到电脑上，联系相关的个人或部门，跟踪客人的要求，确保他们的要求得到满意的解决。为客人提供关于客房功能，设施，和当地的兴趣领域的信息。处理餐饮订单，回答菜单选择的问题，并在销售点系统中记录交易。协助客人上网和客房其他娱乐设备等与各部门精诚合作以答复或解决客人的咨询和问题。
2.Serve as adepartmental role model or mentor by working alongside ladies and gentlemen toperform technical or functional job duties.
作为部门模范，和英才一起工作，并且指导他们完成他们的工作。
3.Address guests'service needs in a professional, positive, and timely manner.
积极，专业，及时地处理客人的服务需求。
4.Anticipate guests'service needs, including asking questions of guests to better understand theirneeds and watching/listening to guest preferences and acting on them wheneverpossible.
预计并满足客人的需求，包括聆听、观察客人、询问客人，并且及时地满足客人的需求。
5.Set up workstationwith necessary supplies; maintain cleanliness throughout shift.
保证工作台有充足的用品，工作期间保持清洁。
6.Engage guests inconversation regarding their stay, property services, and areaattractions/offerings.
通过和客人沟通获悉客人对住宿、服务的体验。
7.Answer, record,and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly.
接听、记录并处理所有来电的要求、问题或疑虑。准确、完整、清晰地接收、记录和传递信息。
Contact appropriateindividual or department (e.g., Welcome Ambassador, Welcome Desk, Style,Engineering, and Loss Prevention) as necessary to resolve guest call, request,or problem. 与各部门 (例如，欢迎大使，欢迎台，客房部，工程和防损部)精诚合作以答复或解决客人的咨询和问题。
8.Answer telephonesusing appropriate etiquette including answering the phone within 3 rings,answering with a smile in one's voice, using the callers' name, transferringcalls to appropriate person/department, requesting permission before placingthe caller on hold, taking and relaying messages, and allowing the caller toend the call.
使用适当的礼仪接听电话，包括在电话铃响3次内接电话，面带微笑地接听电话，使用来电者的姓名，将电话转接到适当的人或部门，在来电者稍等之前请求允许，记录和转接信息，并允许打电话者结束通话。
9.Speak to guestsand co-workers using clear, appropriate and professional language.
用清晰，合适，专业的语言和客人同事沟通。
10.Exchangeinformation with other talents using electronic devices (e.g., pagers andtwo-way radios, email).
和英才们高效的分享信息。
11.Discuss work topics,activities, or problems with co-workers, supervisors, or managers discreetlyand quietly, avoiding public areas of the property.
在公共区域需保持谨慎安静，避免与同事、主管或经理讨论工作话题。
12.Process guestrequests for wake up calls, screening calls, do not disturb, call forwarding,conference calls, TDD relay calls, and non-registered guest calls.
为客人操作叫醒、请勿打扰、转接电话等服务。
13.Instruct guests onhow to access the internet and guest room entertainment features (e.g.,streaming video).
为客人解释如何连接客用网络等。
14.Monitor busy orunanswered lines, check back with callers on hold to update status, and offerto take a message.
监督未接和忙线电话，回电客人或留言。
15.Testcommunications equipment and ensure it is working properly.
测试所有设施设备是否正常工作。
