The Operatorfulfills the very important function in the entire hotel. Perform the actualmanual and technical operation of the PABX Switchboard, Send faxes and providea system of locating or paging guests who have telephone calls, the Guest ServiceCenter spends uninterrupted quality time getting to know the guest so thatmeaningful information and recommendations to make the guests stay MoreInspired can be made. Being a good listener and picking up on any minor detailsthroughout he stay should be used to enhance the stay experience. All and anyideas must be followed up on to exceed expectations. To facilitate a memorableguest experience during the guests stay, by delivering items, acting uponrequests and providing guest assistance where required, and to adhere to ConradBrand Standards.
宾客服务中心在整个酒店中履行很重要的职能。礼貌专业的接听、转接所有来电，依照希尔顿品牌标准及客人的不同需求协同相关部门为客人提供服务，持续高效的去了解客人,这样有意义的信息和建议会让客人留下更多的灵感。做一个好的倾听者，在客人入住的整个过程中任何细小的细节，都应该被注意并用来提高客人入住体验。所有的想法都应该必须跟进，以超越客人的期望。让顾客在到达，停留，离开的整个过程中享受热情周到的服务。
1. Ensure the correct operation of the switchboard forfast and efficient transferring of internal and external calls.
快速高效的转接所有来电。
2. Greets customers immediately with a friendly andsincere welcome. Responds to inquiries with accurate information regardinghours of outlet operation, directions to local attractions, or meeting rooms,etc. according to individual needs.
诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间方位等。
3. Ensure the Carelin Manager is kept fully aware ofany relevant feedback from either customers or other department.
将客人和其他部门的意见和建议及时反馈给关爱热线经理。
4. Check all the equipment in Careline Centre all thetime to ensure smooth operation: paging system, fax machine, voice mail system,FCS system, etc. Keep the Careline centre clean and tidy to ensure that all thestaff may work in a comfortable environment.
时刻关注关爱热线各项设施设备的运转是否正常，如传呼系统，语音留言，FCS系统等。保证关爱热线的清洁干净，为员工提供一个相对舒适的工作环境。
5. Reviews VIP arrival and ensures proper handling ofVIPs and groups.
关注VIP预抵及团队客人.
6. Takes an active role in the team by being kind,cooperative, helpful and never forgetting the person behind the guest.
积极的工作，友好的为客人提供服务。
7. Actively takes part in training where and whenrequired, attending formal training sessions and on the job training to ensurestandards and develop skills and abilities.
积极地参加职业培训,保证工作能力
8. Contributes to the hotel and team by sharing newideas and suggestions for improvements, being innovative and creative toprovide quality service and customer care to team members and guests.
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。
9. Greets all guests communications with a warm tone,ensuring that they feel welcomed and appreciated when contacting the hotel.
交流的时候热情的语调和所有宾客问候，让他们觉得受到酒店的欢迎。
10. Transfers all internal and external guest calls tothe appropriate party correctly, with minimal delay.
及时准确的为国内外宾客转接电话。
11. Handles and delivers messages in a confidential andprofessional manner, maintaining guests privacy and integrity of the message,and ensuring that the message is accurate and delivered to the guest in aprompt and timely manner.
准确及时的为客人传递信息，确保顾客隐私。
12. Maintains the integrity of the hotels informationby not providing confidential or privacy invasive information about guests orthe hotel. Maintains the integrity of the guests privacy at all times andadheres to Hilton Brand Standards for communication.
遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。
13. Handles complaints promptly and efficiently, takingthe necessary action, and informing the Duty Manager or Guest Relations Managerfor follow up, where appropriate. Follows up with all guests to ensuresatisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知关爱热线经理或宾客关系经理。回访客人，确保客人对解决方法满意。
14. Maintains awareness of guest’s profile and specificpreferences
维护客户资料和详细信息
15. Ensures that VIP guests are treated personally andrecognized as an individual.
确保VIP客人的待遇。
16. Inputs information in to Fidelio regarding guests,ensuring accuracy and that all details are completed and that the informationcan be clearly understood by other team members.
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。
17. Applies Hilton Brand Standards in each and everyaction, acting as a role model and example of how the standards should becarried out in a practical setting.
遵循希尔顿品牌标准。
18. Has knowledge of the hotels facilities and servicesas well as basic knowledge of Hilton International, MEAP & other propertiesin China.
了解酒店及希尔顿集团的基本概况。
19. Is up to date with information on facilities,attractions, places of interest, sights and activities in and around hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
20. Effectively communicates, coordinates andcooperates with Housekeeping, F&B, Engineering and IT.
与餐饮部，客房部，工程部，IT等进行有效的联络。
21. Reports problems with hotel systems, hardware orfacilities to the appropriate party and follows up to ensure that correctiveaction has been taken.
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。
22. Carries out administrative duties of the departmentwhere required, including typing, printing, binding, and filing.
如有需要，完成部门的行政任务，包括打字复印，装订等。
23. Has knowledge and understanding of basic computerapplication and their use, that can effectively demonstrated.
能熟练的掌握和运用电脑。
24. Ensure departmental orientation is carried out for new members of the team, training schedules, records and corrective/re-training. Ensurethe Careline Manager is kept fully aware of any relevant feedback from either customers or otherdepartment . .
25. 培训、监督、管理新进员工。将客人和其他部门的意见和建议及时反馈给关爱热线经理。
26. Actsas a coach and mentor to team members, reinforcing standards and expectationsand motivating team members to strive for established targets.
做员工的导师，提高员工水平，促进他们完成所设立的目标。
27. Responsiblefor the smooth induction and facilitation of training for new team members,ensuring that they are trained to the minimum level standard and that they cancompetently complete their job and that they know what is expected of them.
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。
28. Spotchecks team members to ensure quality and maintain consistency.
不定时的检查，确保质量。
29. Carriesout administrative duties of the department where required, including typing,printing, binding, and filing.
如有需要，完成部门的行政任务，包括打字复印，装订等。
30. Passes on information effectively, ensuring thatall necessary details are communicated to the intended person and that anypending action is completed and guest satisfaction confirmed. Attends dailybriefings, shift handovers, meetings and reads the log book on a daily basis.
确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。
31. Keeps up to date and aware of competitor activitiesin order to be informed.
警惕商业竞争行为，并及时上报。
32. Correctly posts charges for telephone charges andthe business centre, as well as manage the hotels communication system toensure that there is no loss of revenue.
准确收取电话和商务中心费用,连同处理酒店沟通制度，确保酒店应得收入。
33. Must be fully familiar with emergency contingencyplans/safety and responsibilities relating to specific positions.
熟悉火灾等突发情况的预警措施并严格按照酒店的相关规章制度予以执行。
34. The management reserves the right to change /extend this job description if necessary at any point of time during her / hisemployment.
如有必要，该部门有权更改或补充该职位描述。
35. Carries out any other reasonable duties andresponsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
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