Essential Duties and Responsibilities – (Key Activities of the role)
主要职责﹣(职务的主要工作)
1) Applies Primus Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting. Has knowledge of the hotels facilities and services as well as basic knowledge of Greenland Hotel and Tourism Group.
遵循铂瑞品牌标准，了解酒店及绿地酒店旅游集团的基本概况。
2) Ensure the correct operation of the switchboard for fast and efficient transferring of internal and external calls. Record all calls and follow up on the Guest Service Center Activity Log. Handles and delivers messages in a confidential and professional manner, maintaining guests’ privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.
快速高效地转接所有来电，所有电话记录并且跟进在宾客服务中心电话记录单上。准确及时地为客人传递信息，确保顾客隐私。
3) Takes an active role in the team, greets customers immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, etc. according to individual needs. Ensuring that they feel welcomed and appreciated when contacting the hotel.
积极地工作，诚挚友好地问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括消费场所的营运时间和方位等，让他们觉得备受欢迎。
4) Handle room service orders politely and efficiently, pay attention to special guest requests and follow up accordingly. Ensure orders placed are accurate and timely.
有礼貌和快速地接送餐点单，注意客人的特殊要求以及跟进，确保点单的准确和及时。
5) Check all the equipment in Guest Service Centre all the time to ensure smooth operation: paging system, fax machine, voice mail system, FCS system, Micros, etc. Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
时刻关注宾客服务中心各项设施设备的运转是否正常，如传呼系统，语音留言，送餐点单系统等。对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
6) Is up to date with information on facilities, attractions, and places of interest, sights and activities in and around hotel.
了解酒店周边地区的最新信息，风景名胜等，为顾客提供方便。
7) Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT. Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Center Manager to follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
与餐饮部，客房部，工程部，IT等进行有效的联络。采取必要行动，及时有效地处理顾客的不满，必要时通知宾客服务中心经理跟进。回访客人，确保客人对解决方法满意。
8) Inputs information in to system regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members. Maintains awareness of guest’s profile and specific preferences. Reviews VIP arrival and ensures proper handling of VIPs and groups. Ensures that VIP guests are treated personally and recognized as an individual. Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests privacy at all times and adheres to Primus Brand Standards for communication.
将顾客信息录入酒店管理系统，确保团队成员能清晰的看懂。维护客户资料和详细信息。关注VIP预抵及团队客人。确保VIP客人的待遇。遵循铂瑞品牌标准，保护客人隐私，防止酒店数据泄露。
9) Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities. Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
积极参加职业培训，保证工作能力。并且致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
10) To comply with all company policies relating to reservations. To comply with all systems and procedures, as laid down by the Revenue Manager.
遵守公司关于预定部的规定，遵守由收益管理经理制订的所有有关系统和操作流程的规定。
11) To adhere to pre-set availability and rate controls. To adhere to all company credit policies to ensure that all revenue expected will be received.
遵守客房供应及房价控制。遵守公司的信用制度并确保所有预期收益被及时收取。
12) To ensure all the reservation input in system are accurate with sufficient back up for reviewing. To maintain and update guest history and marketing database as laid down in the reservations procedures.
根据预定部相关流程，确保与预定相关的所有信息输入准确无误，并保证有足够的备份以做检查，维护及更新客户资料和营销数据库。
13) To ensure that all correspondence has been filed accordingly, with correct and updated information. To ensure all refused business is recorded with reasons for refusal.
确保所有往来文件被及时归档，其信息准确无误。确保所有的被拒业务根据原因加以归档。
14) To ensure a high level of product knowledge of the hotel and the local area. To maximize room sales and revenue for the hotel. Up-selling belongs to highest priorities. Learn room inventory and group block room clearly.
对本酒店及地区的产品知识具备高度的认识。实现客房销售和收益的最大化，其中以客房增销最为重要。了解酒店可出售房间数量以及团队锁房状况。
15) To ensure a high level of customer service is consistently maintained. Quality of reservations belongs to top priorities.
持续性地确保高水准的对客服务标准。将预定的工作质量永远放在首位。
16) Ensure departmental orientation is carried out for new members of the team, training schedules, records and corrective/re-training. Ensure Guest Service Center Manager is kept fully aware of any relevant feedback from either customers or other department. .
培训新进员工，将客人和其他部门的意见和建议及时反馈给宾客服务中心经理。
17) Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them. Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。做员工的导师，提高员工水平，促进他们完成所设立的目标。
18) Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations.
遵照执行健康安全，危机管理，灾难救助，火灾预警程序。
19) Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
20) Perform other duties as assigned by superior.
完成上级分派的其他任务。
