【訂房暨賓客服務中心】賓客服務中心專員 Guest Service Center Agent

1. 正確並禮貌地處理所有打進和打出酒店的電話，並即時響應賓客需求與諮詢。
2. 準確記錄並管理晨喚服務。每日記錄工作日誌，將所有電話條目記錄到電話單上。
3. 協助處理酒店計費系統中的電話記錄，並按照品牌最低標準保持客房情況記錄。保管使用者檔案、系統報告、電話清單、租賃線路協議、維護合同和當地執照，並協助更新電信設備清單。
4.嚴格遵守處理緊急事件 (如火災、炸彈威脅和其它危機) 的標準政策和工作程序。熟知酒店的消防、救生和安全系統，以及緊急事件處理小組的相關情況和電話室在此方面的工作方式。遵守保護客人隱私的原則。
5. 保持工作環境的清潔。執行部門標準作業流程，並提供回饋以優化服務體驗。

Guest Service & Issue Resolution
Processes all incoming and outgoing calls accurately and courteously.
Responds promptly to guest needs and inquiries.
Handles various guest needs.

Information Recording & Maintenance
Accurately records and manages wake-up calls.
Maintains a daily logbook, recording all call entries on traffic sheets.
Assists with processing telephone records in the hotel billing system and maintains room status records per brand standards.
Maintains user files, system reports, telephone directories, leased line agreements, maintenance contracts, and local licenses, and assists with updating telecommunication equipment inventories.

Safety & Compliance
Strictly adheres to standard policies and procedures governing emergency situations (e.g., fire, bomb threats, other crises).
Maintains detailed knowledge of the hotel's fire, life, and safety system, including the Emergency Response Team's functions and the telephone room's role.
Abides by principles of guest privacy.

Environment & Process Adherence
Maintains a clean and organized work environment.
Executes departmental Standard Operating Procedures (SOPs) and provides feedback for optimization of reservation and service experiences.

The Guest Service Center Agent is responsible for serving as the hotel's central communication hub. The primary accountability is to ensure all internal and external telecommunications are handled with the highest level of professional courtesy and efficiency. This role is critical in managing guest requests (such as wake-up services), maintaining telecommunication assets and billing records, and acting as a vital link in the hotel’s emergency response and safety protocols. The agent ensures that the first point of contact for many guests reflects the hotel's brand standards of excellence and reliability.