Guest Service Agent (GSC) 宾客服务接待员（总机）

•   Process all incoming and outgoing calls accurately and courteously
•   正确并礼貌地处理所有打进和打出酒店的电话
•   Record and control accurately wake up calls
•   准确记录并管理叫早服务
•   Page guests in co-operation with concerned departments
•   与相关部门合作，对客人进行呼叫
•   Record all entries on traffic sheets
•   将所有条目记录到电话单上
•   Assist guests with international calls and directory queries
•   协助客人处理国际长途和号码查询
•   Call guests by name whenever possible
•   尽量称呼客人的姓名 
•   Communicate with the Snow Park closely, ensure the accurate information transfer between the park and the hotel
•   与冰雪乐园及时沟通，保证乐园与酒店的信息传递的及时与准确性
•   Contact pre-arrival guests in advance and record their requests
•   提前联系预抵客人，并记录客人要求
•   Courtesy call after guest’s C/O
•   在客人离店后，电话回访客人，询问客人入住体验。
•   Page staff member when requested
•   如有需要，对工作人员进行呼叫
•   Abide by principles of guest privacy
•   遵守保护客人隐私的原则
•   Handle guests needs or requests and report complaints to the Guest Service Centre Supervisor
•   满足客人的需要或请求，并向宾客服务中心主管汇报投诉情况
•   Report on logbook daily
•   每日记下工作日志
•   Bill call costs
•   提供电话费单据
•   Aware of local telephone listings and frequently dialled numbers
•   熟悉当地电话表以及常拨号码
•   Strictly abide by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
•   严格遵守处理紧急事件，如火灾、炸弹威胁和其它危机的标准政策和工作程序
•   Advise defects on switchboard equipment to Supervisor
•   向主管汇报总机设备出现的问题
•   Maintain a clean work environment
•   保持工作环境的清洁
•   Attend to all guest queries and requests promptly
•   及时处理客人的所有问询和要求
•   Maintain detailed knowledge of the Hotel’s fire, life and safety system
•   熟知酒店的消防、救生和安全系统
•   Maintain detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
•   熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式
•   Maintain Hotel Information
•   保管酒店相关信息
•   Responsible for entering accurate room status into computer daily and investigate discrepancies
•   负责每天将客房情况准确的输入电脑并调查各种异常情况
•   Do reservation job when Reservation Department is duty off
•   在预订部不当班期间承接预订工作