索菲特前台操作流程

索菲特前台操作流程内容摘要：

nter of the Call Accounting Interface is in working order and the report is printing out with no paper jammed. 确保电话费用打印系统处于正常工作状态并且打印报告不会卡纸。 To report regularly on the happenings within the section. 对本岗位发生的事情作常规汇报。 Thorough knowledge of proper procedures in arranging long distance calls. 通过掌握正确的工作程序 ,安排长途电话。 Knowledge in operation of existing paging and sound system. 要掌握现有的传呼和音响系统的知识。 Knowledge of the importance of telephone services with respect to the entire operation of the hotel. 总机服务的重要知识是要和饭店的整体运作相一致的。 Thorough familiarity with existing extension numbers of the hotel. 熟悉饭店的所有分机号码。 To have a plete understanding of the Hotel’s employee handbook and adhere to the regulations contained. 系统了解酒店的员工手册并遵守其中包含的规章制度。 To have a plete understanding of and adhere to the hotel’s policy relating to Fire and Emergency, Hygiene, Health and Safety. 全面了解并遵守酒店关于消防急救，卫生，健康和安全的政策。 COMMERCIAL RESPONSIBILITIES 商业职责 Provide services and information to guest that is the most accurate and up to date possible, and is delivered to the guest in the most meaningful way. 给客人提供服务和最新最准确的信息 ,并且使用通过最好的方法。 Maintain a very good reputation for the Hotel and assist to increase the overall profitability of the Hotel. 为饭店保持良好的声望 ,并帮助饭店增加收入。 HUMAN RESOURCE RESPONSIBILITIES 人事职责 Be understanding and supportive, encouraging and helpful to all subordinates. 理解 ,支持 ,鼓励和帮助下属。 Sofitel Jin Jiang Orienta l 12 12/10/20 Have a good working relationship with all colleagues and employees of the Hotel. 和饭店所有的同事和员工保持良好的工作关系。 RELATIONS 工作关系 Reports directly to the Front Office Manager/. 直接向前厅部经理 /前厅部副经理汇报工作。 Assist in maintaining a close working relation with all Departments of the Hotel. 协助同饭店所有的部门保持密切的工作关系。 REPLACEMENT AND TEMPORARY MISSION 替代和临时任务 To be flexible and willing when asked to fill in any areas where needed to help in an emergency or difficult circumstances as assigned or required by Management. 在发生突发事件或者困难的情况下，要自觉自愿服从管理者的需要或者分配，到需要帮助的岗位工作。 To be ready and responsible to perform any other duties as designated or required by Management from time to time. 要随时准备按管理者的要求或者分配承担其他的任何职责。 Sofitel Jin Jiang Orienta l 13 12/10/20 JOB DESCRIPTION JOB TITLE : OPERATOR 职务 接线员 DIVISION : TELEPHONE 部门 总机 JOB CODE : 代码 REPORTS TO : OPERATOR CAPTAIN 上级主管 总机领班 GENERAL MISSION 职责概述 Reporting directly to the Telephone Supervisor, the Telephone Operator is directly responsible for the day to day operation of the Switchboard whilst on duty. On a broader scale the Telephone Operator is to be aware that as the voice of SOFITEL Jin Jiang Oriental, and at most times the first point of contact with the Hotel, you are to create an impression of efficiency, friendliness and warmth to all callers of SOFITEL Jin Jiang Oriental. 直接向总机主管汇报工作 ,接线员在当班时要直接对每日操作的话务台负责 .从教广的角度认识 ,总机是 ”东锦江索菲特大酒店的声音 ”,而且在大多数时间是外界同饭店联系的第一个场所 .你要使给东锦江索菲特大酒店打电话的人对饭店形成友好 ,热情和高效率的良好印象 . RESPONSIBILITIES AND MEANS 责任和方法 The Telephone Operator is responsible and accountable for all operations in relation to the Switchboard and guest message delivery whilst on duty. You are responsible in a minor, yet very important capacity to aid and assist within Reservations. All duties and tasks performed are to be procedurally correct, timely and of a consistently high quality. The Telephone Operator 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 SOFITEL Jin Jiang Oriental is a lasting one of genuine warmth and friendliness and of high standards. 接线员在当班时对所有有关的接线操作和客人留言的分送负责 .在协助预订方面负有一定的责任 .要正确地 ,及时地和始终如一的高质量履行职责和任务 .接线员也要确保通过个人的介绍 ,电话礼貌 . To report to duty punctually wearing the correct uniform and name badge at all times. 准时上岗，保持正确着装以及佩戴胸牌。 Sofitel Jin Jiang Orienta l 14 12/10/20 To maintain a high standard of personal appearance and hygiene at all times. 随时保持良好的仪容仪表。 ADMINISTRATIVE RESPONSIBILITIES 行政职责 Responsible for ensuring that clear and constant munication lines are kept with all staff, areas and Hotel departments. 负责确保所有员工 ,区域和 饭店各个部门的电话线通畅清晰 . To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by SOFITEL Jin Jiang Oriental. 确保向客人和打电话的人简要介绍海神诺富特饭店的所能提供的有关服务和设施 . Responsible for the ongoing munication of pertinent information using the Telephone log book provided to other shifts. 负责将发生中的事情的相关信息记录在交班本上，以便其他班次的员工知道。 TECHNICAL RESPONSIBILITIES 技术职责 To ensure all guests are provided with an efficient operator service as required. 确保客人得到了所要求的高效率的总机服务。 To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner. 确保对所有客人的询问 ,要求给予了专业的帮助 ,还有热情友好的态度。 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. 确认你已经确切知道了抵达饭店的客人 ,特别是重要客人和回头客 ,并且知道了他们可能需要的特殊要求。 To ensure that you are pletely aware of the plete range of services and facilities that SOFITEL Jin Jiang Oriental provides to its guests and visitors. 确认已经完全知道了东锦江索菲特大酒店所能提供给客人和来访者的服务和设施。 To ensure you have a plete and thorough knowledge of the outlets of SOFITEL Jin Jiang Oriental, their operating hours and the scope of services that they provide. 确认已经完全了解东锦江索菲特大酒店的餐厅以及他们的营业时间和经营范围。 Sofitel Jin Jiang Orienta l 15 12/10/20 To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner. 确保所有电话的转接是按专业标准 ,并且有礼貌 ,热情友好的态度。 To ensure that the Switchboard is not left unattended at anytime whilst on duty. 确保当班期间话务台在任。