岗位职责/职位描述 1. Good understanding of hotel operations,practices and procedures. 2. Good computer skills in most commonly used programs, i.e. Microsoft Office, Excel, PowerPoint etc. 3. Good language skills (ie. English and Mandarin), both verbal and written. 4. Independent correspondence skills.。 5. Strong communication and human-relation skills. 6. Good organizing and Time Management skills. 7. Good judgment, initiative taker. 8. Team Player. 9. Keep quality service standard to internal and external guests 10. Maintain working equipment and facilities in good conditions Inquiries:Handles all internal and external guests inquire promptly with minimal delay,directing them to the correct party with which they wish to speak and providing information where necessary. Communication Management: To effectively manage all hotel communications in a prompt,courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel. To guarantee hotel guest 100 % satisfaction. Message Handling: Handles all messages in a private and confidential manner, ensuring privacy for the guest and that message are received and delivered clearly,accurately and in a timely manner. Leadership:Leading the CARE Line, monitoring performance, providing guidance and make decisions.