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§ Answer telephone calls professionally and offers handles any assistance required on all telephone related services, such as morning call service. 以专业水平回复电话，就任何与电话有关的服务，如唤醒服务，提供帮助。 § Ensure all overseas messages are delivered to the hotel guests promptly. 确保将所有长途电话留言实时递送至酒店客人处。 § Ensure all related equipment is functioning in order. Such as the PABX system, the computer printouts on all long-distance calls, the call accounting interfaces system, the voicemail system, the “wake-up call” system as well as the “music-on-hold” system. Report any irregularities to the Guest Service Manager or Supervisor at once. 确定所有相关设备运转良好，包括电话系统，所有长途电话的计算机打印输出，数据转换的接口系统，语音信箱系统，唤醒电话系统以及电话等候音乐系统等。若出现反常情况应立即通知宾客服务经理或主管。 § Handle guest complaints and report daily occurrence and irregularities to supervisor or AYS manager. 处理客人的投诉电话并向主管/经理汇报每日事务和异常情况。 § Provides information to clients on hotel services, activities and attractive for the area. 向客人提供有关酒店服务，活动和景点的信息。 § Ensures all guest requests are responded to immediately. 确保所有客人的需要都被及时回复。 § Always portray a professional and courteous attitude to all callers, and maintain effective service in line with the Hotel’s Corporate Image. 对所有来电者，一贯保持专业及彬彬有礼的姿态, 通话中保持积极的服务态度以维护酒店的形象。 § Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests. 确保对酒店产品和服务知识的高度理解以便向客人解释并且销售。 § Ensures correct and relevant information to operating departments so that customer’s expectations are satisfied. 确保将正确的信息传达至相关的运作部门。 § Co-operates with customers and other departments to prepare and find solutions for arrangements for guests. 与客户并与其他部门合作，对客人的各项安排要求进行准备并寻找解决方法。 § Deals effectively with guests and workplace colleagues from a variety of cultures. 与具备不同文化背景的客人和同事有效沟通。 § To assist to carry out emergency and evacuation procedures. 协助执行紧急疏散程序。 § In charge of morning calls. 监测叫醒服务。 § Take down and programme morning calls. 记录下所有的叫醒电话。 § Ensure all morning calls are answered. 确保所有的电话都叫醒完毕。 § Printing of contingency reports once every 2 hours and file report for the day during midnight shift. 夜班每隔2小时打印应急报告及各种夜审报表。 § Maintaining an updated telephone extension list. 及时更新分机表。 § Finishes duties initiated by department manager on time. 完成上级交给的其他任务。 § Ensures a high level of cleaning is maintained in your work area. 保持工作区域的干净整洁。 § Interacts with department and hotel associates in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication. 以职业及积极的方式与本部门和酒店同事建立起亲密关系,以促进团队精神和配合的双向交流。 § Prepares and maintains files, reports, letters, memorandums and other relevant business documentation. 对文档，报告，信函，公文和其他相关业务资料进行有效维护和存档。 § Analyze, evaluate and improve personal performance on a continual basis. 不断地分析、评估并提高个人表现。 § Ensure all respective associates are informed at once in case of emergency, such as fire, bomb threat. 确保在出现紧急情况诸如火灾，炸弹恐吓时立即通知相关员工。 § Abides by hotel employee handbook, hotel and brand policies and procedures. 遵守酒店的员工守则，酒店政策和程序。