Principle Responsibilities & Position Purpose:

职责目标：

Handles all internal and external guests enquirepromptly with minimal delay, directing them to the correct party with whichthey wish to speak and providing information where necessary.

及时处理内部及外部客人的需求。转接到客人希望的相关部门并随时提供信息。

To effectively manage all hotel communications;telephone, fax, mail; in a prompt, courteous and efficient manner, ensuringthat guests feel welcome when they contact the hotel.

及时有效并友善地管理酒店所有的沟通包括电话，传真以及邮件。确保当客人联系酒店时感受到欢迎。

Handles all messages in a private and confidentialmanner, ensuring privacy for the guest and that messages are received anddelivered clearly, accurately and in a timely manner。

以保密的方式处理所有信息。确保客人隐私的同时清晰，准确和及时地收发信息。

Monitoring performance, providing guidance and makedecisions.

监督服务，提供指导并做出决定。

Ensuring consistency of standards throughout theoperation by adhering to Hilton brand standards.

始终如一地按照希尔顿品牌标准在运作中贯彻执行。

Specific Job Knowledge, Skill and Ability:

工作技能技巧要求:

High school certificate or equivalent experience

高中或同等学历

At least 2 years professional experience beyond the degree

至少二年相关工作经验

Hotel working experience in similar five star international chain hotel

同等星级酒店工作经历

Demonstrated excellent Communication skill, select and counselling skill

优秀的沟通，甄选及协调能力

Knowledgeable of hotel service centre or telephone operator is preferred

有酒店客服中心和总机工作经验者优先

Knowledge of local market in regard to entertainment, places of interest, transportation, courier and tour information.

充分了解本地的文化娱乐，名胜古迹，交通，快递及旅游信息。

Demonstrated strong interaction skill while serving customer

对客服务中有较强的互动能力

Good at English, especially in oral English to communicate with customer smoothly.

良好的英语口语沟通能力。

Caring, positive personal style

关心他人，积极的个性

Team work spirit

团队合作意识

Working under pressure

工作中能承受一定的压力

上班地址：红松东路1116号