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Telephone Service Agent 话务服务员

Guangzhou, Guangdong, China

Telephone Service Agent 话务服务员

  • Guangzhou
  • Rooms Division
  • Full time
  • Closing at: Mar 26 2023 at 23:55 HKT

Duties and Supporting Responsibilities

  • Assist Reservations/ Guest Service to take telephone reservations ensure adherence to company standard and accountable for, if applicable, Quality Track result.
  • Continually proactively find ways to improve the scores of all audits related to the department.
  • Familiar with all Telephone Service’ Standard Operations Procedures and hotel’s policies and procedures.
  • Ensure all wake-up call requests are followed without any delay or mistake and will be delivered in a pleasant and clear voice.
  • Answer all incoming calls, from guest, outside line or internal colleagues, before the 4th ring, ask permission before putting on hold and taking ownership of guest needs so they do not have to repeat themselves again upon the line is connected/ transferred  .
  • Maintain complete knowledge of the hotel’s services, facilities, events, restaurants’ promotions as well as arrivals, departures and in-house guests.
  • Assist Guest Services team on PSMS data input (i.e. modifying registration card).
  • Assist on administrative works of Front Office e.g. filing, photocopying, incoming facsimile handling, incoming email handling etc.
  • Familiar with related IT&T systems, including but not limited to console, paging, in-room entertainment, PSMS, interface etc.
  • Participate in any Telephone Services related IT&T system maintenance and/or upgrade


Job Requested

  • Good communication skills.  
  • A team player with ability to multi-task and remain composed at all times.   
    Able to communicate, both written and spoken, in English and Mandarin



  • 协助预订部/客务部进行电话预订,确保符合公司标准
  • 持续主动地寻找方法来提高与部门相关的所有审计的分数
  • 熟悉所有电话服务的标准操作程序和酒店的政策和程序
  • 确保所有的叫醒服务都以愉快清晰的声音完成,没有任何延迟或错误
  • 接听所有来电,包括客人、外线或内部同事的电话,在第四声响之前,请先征得客人的同意后再等待,并了解客人的需求,以免客人在电话接通/转接时再次重复
  • 全面了解酒店的服务,设施,活动,餐厅的促销以及到达,离开和内部客人
  • 协助宾客服务团队输入系统数据(如修改登记卡)
  • 协助前厅部的行政工作,如归档,复印,接收传真处理,接收邮件处理等



  • 良好的沟通技巧
  • 富有团队精神,有条不紊地完成多项任务并可以始终保持镇静。
  • 能够用英语进行书面和口头交流

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