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Operational 营运管理  Ensures all telephone calls are handled in a polite, efficient manner. 确保用礼貌，有效的方式处理所有来电。  Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found. 如果立即找不到解决问题和投诉的方法，要向领班/副经理报告。  Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel. 确保销售员的态度始终是被接受的，并意识到酒店里总是存在着销售机会的。  Ensures a high level of product knowledge of hotel and local area. 对酒店和当地的产品的知识要相当了解。  Ensures a high level of customer service is consistently maintained. 确保始终提供高水准的服务。  Operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures. 操作总机的控制台，呼叫系统，并与部门的计算机程序相联系。  Ensures the Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments. 确保副经理能充分意识到任何有关的反馈即可以从顾客中来也可以从其他部门来。  To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises. 对房间的销售/促销，餐厅和其他设备/节目都要非常了解，因为任何时候机会都会出现。  Promotes Gold Passport programme to potential guests whenever possible. 在任何可能的情况下，对潜在的客人都要销售我们的金护照项目。  Complies with all systems and procedures as laid down by the Room Division. 遵守房务部制定的所有系统和程序。  Assists with reservations whenever necessary. 必要时协助订房部的工作。  Handles incoming and outgoing mail, and faxes in a timely manner. 及时处理收发邮件和传真。  Has a thorough understanding of all the services offered by the Hotel. 完全理解酒店所提供的所有服务。  Fully conversant in all aspects of the city in order that all guests’ queries can be handled efficiently and courteously. 为了礼貌并有效的满足客人所提出的要求，要熟悉城市的每个方面。  Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the department concerned. 确保所有的预定，定单，要求等等都是正确和迅速地传送到有关部门。 补充说明： 英文、旅游管理专业，热爱酒店行业，有一定的英文听说能力