1. KEY RESPONSIBILITIES

主要职责

Job Summary – (Role Summary)

工作概述﹣(职位概述)

· Handle room service orders via phone from guests. Ensure orders are accurately posted to the appropriate guest account.

通过电话处理客房送餐的客人订单。确保订单准确的挂到正确的客人的帐户上。

Essential Duties and Responsibilities – (Key Activities of the role)

主要职责﹣(职务的主要工作)

· Answer the telephone within prescribed number of rings. Efficiently and professionally handle multiple incoming calls at once.

在规定的电话铃响数范围内接听电话。高效专业的处理多通同时来电。

· Articulate and repeat each order to the guest before hanging up. Use guest name and title.

在挂电话前清楚的向客人重复订单。称呼客人的姓名和职位。

· Follow established script to encourage up-selling.

按制定的说明鼓励推销。

· Give guest the approximate time of delivery.

告知客人大约的送餐时间。

· Correctly enter all pertinent information of an order including special items, cooking meat instructions, no seasoning (MSG, salt), etc.

正确输入订单的有关信息，包括特殊项目，烹调肉食说明，不加调料(味精，盐)等。

· Close checks to correct guest’s room account.

将帐单挂到正确的房帐上。

· Print reports and/or complete paperwork at the end of shift.

在下班前打印报告和完成书面工作。

· Promote teamwork and quality service through daily communication and coordination with other departments. Coordinate VIP deliveries with appropriate departments.

通过与其它部门日常的交流和协作来推动团队协作和服务质量。与其它相应部门协调贵宾的服务工作。

· May assist with other duties as assigned.

协助完成分配给的其它工作。

2. REQUIRED QUALIFICATIONS

资格

Required Skills –

技能要求

· Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。

· Able to read and write English

能够读写英语。

Qualifications –

学历

· High School.

高中学历

Experience –

经历

· Customer Service experience preferred.

具有服务经验者优先考虑。

3. ACCOUNTABILITY

责任

Number of employees supervised –

管理的员工

Direct N.A.

直接 无

Indirect N.A.

间接 无

Annual Operating Profit/Payroll Budget –

年度经营利润和薪金预算

· N.A.

无

Key Metrics –

主要绩效指标

· Completion of assigned tasks

完成分配给工作的情况

Decision Making Responsibilities (Decision Rights) –

决策职责(决策权)

· N.A.

无

4. KEY RELATIONSHIPS

主要关系

Key Internal Relationships –

主要内部关系

· Hotel Employees

酒店员工

Key External Relationships –

主要外部关系﹣

· Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.

与酒店外的顾客和个人交往，包括但不限于：目前和可能的客户，业主公司代表，供应商，竞争对手和所在地社区成员。