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1. Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas.Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc… 了解酒店，酒店各部門員工以及酒店服務設施及周邊地區(qū)設施的營業(yè)及服務時間。清楚客房的相關信息,例如位置，景色，提供物品，特色及房間類型等。 2. Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures. 運用禮貌并適當的電話禮儀接聽客人的電話，并對客人提出的合理要求提供最好的服務。 3. Be able to give accurate directions and information regarding the immediate and city transportation information.. 能向客人提供準確的城市交通信息。 4. Handle all emergencies according to established procedures. 能運用相關程序處理所有緊急事件。 5. Have knowledge of hotel rates, discounts, and how to handle each. 了解并知道如何處理與酒店房價和折扣相關的問題。 6. Have working knowledge of reservations and Fidelio procedures. Know cancellation procedures and walk procedures. 了解與預訂和酒店所用管理系統(tǒng)相關的工作知識。了解取消預訂以及訂預定的程序。 7. Handle all wake-up call requests and repeat information to the guest to ensure proper handling of wake up calls in the morning. 處理所有叫醒服務要求，并向客人重復相關信息以確保早上能準時叫醒客人。 8. Set wake up clock or input as requested as they come in. 及時地為客人設定其所要求叫醒鬧鐘。