1.為其他員工及來電者提供專業禮貌、關懷備至的高水準的服務。 Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division. 2. 確保所有員工遵循品牌承諾并始終提供優異的對客服務。 Ensures all employees provide a courteous and professional service at all times. 3.禮貌并有效地處理客人和員工的詢問，對于無法立即處理的投訴和提出的問題，應匯報上級，并迅速跟進及時反饋結果。 Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up. 4.保持與顧客和同事之間良好的合作關系。 Maintains positive guest and colleague interactions with good working relationships. 5.快捷、禮貌和準確地為本地及國際電話進行轉接。 Connects local and international calls quickly, courteously and accurately. 6.按要求提供準確的自動或人工電話叫醒服務。 Handles wake-up calls as requested with accuracy, whether they are automatically programmed or personal wake-up calls. 7.熟練地應對各種緊急情況。在遭遇嚴重事件的狀況下，保持冷靜的頭腦、警惕的神經和專業的判斷力，并能高效地進行處理。 Acts proficient in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion. 8.維護有條不紊的工作環境，盡可能保持最小的背景噪音和談話音量，以免噪聲通過耳麥傳遞出去。 Contributes and maintains businesslike working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets. 9.為客人及員工提供優質的接線服務，及盡可能多的酒店周邊地區的相關信息。 Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and activities around the hotel. 10.匯報并記錄當班時間所發生的各種問題，并將所有信息通知至下一班次的員工。 Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty. 11.接收并傳遞信息給客人及酒店員工。 Accepts and relays messages for guests and hotel personnel. 12.始終保持禮貌和友好的服務形象。 Projects the image of being courteous, providing friendly services at all times. 13.應答并轉接所有內部及外部電話。 Answers and connects all incoming calls from both in and out of house. 14.協助禮賓部和前臺處理未盡的留言、傳真等。 Coordinates with Concierge and Front Desk with pending messages, faxes, etc. 15.熟悉餐飲方面的知識，以便于高效和禮貌的回應客人的詢問。 Be fully conversant in all aspects of Food and Beverage outlets in order to handle all guests’ queries efficiently and courteously. 16.安排員工班次。 Plans the roster of employees.