The Service Center Agent is responsible and accountable for all operations in relation to the Switchboard and guest message delivery, reservation taking, and information providing, requirement regarding to guest rooms amenities receiving and handling whilst on duty. All duties and tasks performed are to be procedurally correct, timely and of a consistently high quality. The Service Center Agent must also ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers “first” impression of the Hotel is a lasting one of genuine warmth and friendliness and of high standards.
服务中心接线员负责总机的正常运行、为客人留言、预定、信息提供、向客人提供房间的一次性物品。所有的工作都要求按照程序高效、高质量的完成。服务中心的员工必须确保通过个人为客人提供的服务，包括电话礼仪、有效率的工作，使客人形成对凯宾斯基的真诚热心友好的高标准的服务的“第一印象”。
Responsible for ensuring that clear and constant communication line is kept with all staff, areas and hotel department.
负责并且确保所有的员工之间以及部门之间的沟通。
To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the Hotel.
确保所有的客人或是来电者都能得到精确的关于酒店的服务设施的信息服务。
Responsible for the ongoing communication of pertinent information using the Service Center log book provided to other shifts.
负责通过交接本，将正在发生的信息明确地交接给下一班。
To ensure all guests are provided with an efficient operator service as required.
确保按照客人的要求向客人提供有效的服务。
To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner.
确保所有客人的争议、问询、要求到能得到以乐于助人的、专业的、热心的、友好的方式处理。
To ensure on a daily basis that you are fully aware of all arrivals to the hotel, and in particular, VIP and return guests, and that you are aware of any special requests so that they may be action accordingly.
在当班期间，必须知道酒店的住客情况，特别是VIP客人的预抵，以备客人提出特殊的要求，我们可以相应的向客人提供。
To ensure that you are completely aware of the complete range of services and facilities that hotel provides to its guests and visitors.
确保充分了解本酒店向客人所提供的服务范围和酒店设施。
To ensure you have a complete and thorough knowledge of the outlets of the Hotel, the operating hours and the scope of services that they provide.
确保充分了解酒店的特色和所提供服务的营业时间、营业范围。
To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner.
确保所有的电话都能以热心友好的方式专业的处理。
To ensure that all reservations are handled in a professional and efficient manner.
确保所有的预定都以专业高效的方式处理。
To ensure that the Service Center area is not left unattended at anytime whilst on duty.
确保服务中心工作区域在任何时间必须有人值班。
Responsible for the prompt and correct input of all guest messages.
负责所有客人的信息都能得到及时正确的处理。
To identify any faults that occurs on Service Center equipment at anytime whilst you are on duty, contact the Service Center Supervisor on duty or report the fault directly to the Service Center Manager.
当班时，注意服务中心所有的设备运行正常，如发生情况联系服务中心主管或直接向服 务中心经理汇报。
Responsible for proving a personal, efficient, friendly and warm wake up call service for our guests as required.
按照客人的要求，负责提供人性化,高效,友好,热情的叫醒服务。
To ensure confidentiality is adhered to in relation to all inquiries in reference to guests or staff with no exceptions.
保证所有的保密信息，无论是员工还是客人都毫无例外，不可告知。
To ensure as a Service Center Agent at hotel have a comprehensive knowledge of the city, and what is happening within the city at all times, and to ensure that all guest inquiries are met with prompt, informative yet friendly solutions.
作为酒店服务中心员工,确保对本市的知识有广泛的了解，确保对市内发生的重大事情有所了解，确保对所有客人的询问做出迅速,友好的解答。
To maintain and be aware of the importance of guest recognition。
意识到客人认可的重要性。
Responsible for adhering to the rules and regulations of the Hotel, as set down in the Staff Handbook.
遵守酒店制定的一切规章制度，坚持原则，并遵守员工手册。
To assist and carry out other duties as required and directed.
帮助并执行其他班次未完成的工作.
To be completely aware of the Fire and Emergency procedures of the Hotel and your responsibilities in an emergency.
完全了解酒店的火警及紧急事件的处理程序并了解自己在发生此类紧急事件时的职责。
To acquire, through training provided, a thorough working knowledge of the following:
通过培训,获得以下的工作知识
OPERA- The Hotel computer system
OPERA-酒店前厅管理系统。
The Telephone systems.
电话系统。
Ensure that the printer of the Call Accounting Interface is in working order and the report is printing out with no paper jammed.
保证计费系统打印机正常工作,正常打印电话报表并保证在打印期间无卡纸现象出现.
To acquire, thorough training provided, a complete knowledge of all policies and procedures as set down by the Hotel that relate specifically to the Service Center.
通过培训，完全了解酒店服务中心的政策和程序的详细情况.
To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant Front Office.
确保个人干净,整洁,穿着统一整齐的前厅部制服.
Obtain briefing from Service Center Captain on problems and situations requiring further attention.
从服务中心领班处获取需要注意的问题和事情。
Ensure that all daily reports printed are filed accordingly in the respective files.
保证每日报表的打印并根据要求分别存档。
Make sure wake-up calls, reservations and all telephone calls are all recorded and followed up accordingly.
确保准确的记录下所有的叫醒，预定及电话的转接并根据要求跟办所有事情。
Contribute to overall operational efficiency by performing relevant duties as assigned.
履行所有的工作职责，以保证工作的高效、全面。
Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.
为客人提供始终如一的人性化服务，确保无论何时最大限度地令客人满意，及随时给予客人诚恳的关注。
Establish good public relations with all guests.
与所有的客人建立良好公共关系。
Provide guests with the most accurate and up-to-date information at all times.
无论何时都能为客人提供准确地，最新的信息。
Ensure efficient provision of message relay service by supervising message taking activities and paging services for guests.
检查客人留言的递送和记录情况以确保为客人提供准确，高效的留言服务.
Ensure efficient provision of an accurate record of telephone calls by supervising that all guest requests are followed up accordingly.
保证所有客人的要求被高效准确地记录并执行，对客人所提出的所有要求进行相应的跟办。
To report regularly on the happenings within the section.
按正常程序汇报内部发生的事情。
Keeps Service Center work areas neat at all times.
随时保持服务中心区域的整洁。
Thorough familiarity and knowledge of all hotel owners, senior managers and Accor senior personnel.
熟悉酒店的业主方的人员，高级经理和雅高中级管理人员。
Thorough familiarity with existing extension numbers of the hotel.
熟悉酒店目前所存在的所有的分机号码。
Is conversant with all Accor Loyalty Program, Frequent Flyer programs and benefits.
熟悉雅高忠诚计划，和常飞卡计划以及其优惠政策。
Thorough familiarity with the rate code, market segment, corporate rates and seasonal promotion rates.
熟悉酒店的房间合同价及代码，销售分布情况，及协议价和季节性的促销价。
Assumes other duties as assigned by the Service Center Captain.
完成服务中心领班分配的其它工作。
Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way.
通过最恰当的途径，尽可能向客人提供最优质的服务和最新、最准确的信息。
Maintains a very good reputation for the Hotel and assists to increase the overall profitability of the Hotel.
为酒店保持良好的声望并帮助酒店增加收入。
Perform other related duties & special projects as assigned by the supervisor.
随时执行上级分配的其他相关任务或特殊项目。
