Reservation Agent预订文员

【职位描述】
Primary Responsibilities主要职责
•Consistently offer professional, friendly and engaging service
•Handles all external and internal calls and hotel related reservations by transferring calls or assisting guests
•Attends to guest requests, ensures compliance with hotel standards, and promotes hotel room and catering bookings
•Fully understand the work of all departments, especially housekeeping, F&B, Front Office and engineering
•Maintain and supervise the Royal Service software system
•Act as a contact and reservation agent for guests who require information on any aspect of the hotel
•Handles and receives faxes, voice messages and correspondence for internal and external guests
•Fully understand the hotel's emergency procedures
•Follow departmental policies, procedures and service standards
•Follow all safety policies
•Other tasks assigned by superior
•始终如一地提供专业、友好和周到的服务
•通过转接电话或协助宾客来处理所有外部和内部电话以及酒店相关预订
•尽地主之谊，解决宾客的要求，确保按酒店的标准进行落实，并且促进酒店房间、餐饮的预订销售
•充分了解所有部门的工作内容，尤其是客房部、餐饮部、前厅和工程部门
•维护和监督“皇家服务”软件系统
•为需要酒店任何方面信息的宾客担任联系人和预订员
•为内部和外部宾客处理和收发传真、语音信息和书信
•充分了解酒店的应急流程
•遵循部门政策、流程和服务标准
•遵循所有安全政策
•上级主管安排的其它任务
Knowledge and Experience知识和经验
•Customer service and sales experience is preferred
•Excellent guest service skills and communication skills
•Proficiency with computers, especially Microsoft applications
•Excellent interpersonal and problem solving skills
•Highly responsible and reliable
•Ability to work well under pressure in a fast paced environment
•Ability to work cohesively as part of a team
•Ability to focus attention on guest needs, remaining calm and courteous at all times
•有客户服务及销售相关经验者优先
•必须具备出色的宾客服务技能和熟练的口头沟通技巧
•要求能熟练操作计算机尤其是微软应用程序
•出色的人际交往和问题处理能力
•高度负责和可靠
•能够在节奏快、压力大的环境下出色地完成工作
•能够作为团队的一员协调工作
•能够将注意力集中于宾客的需求，在任何时候始终保持冷静和礼貌
Your team and working environment:
Fairmont Chengdu, situated within the Palm Springs International Centre, is located in the heart of Tianfu New Area and Chengdu Hi-tech Zone and is adjacent to the Century City New International Convention & Exhibition Center, Global Center and the Tianfu Software Park. The hotel features 336 guest rooms, Gold Executive Floor, over 1,350 square meters of meeting facilities, and a collection of F&B concepts including an all-day-dining restaurant Spectrum, CUBE a three-floor concept - lounge, cocktail bar and restaurant, a signature Sichuan Chinese restaurant Chang Yi, and our feature restaurant MIKU occupying the top level of the hotel.
成都棕榈泉费尔蒙酒店坐落于棕榈泉国际中心，地处天府新区的核心区域及成都高新区，毗邻世纪城新国际会展中心，环球中心及天府软件园。
成都棕榈泉费尔蒙酒店设有336间酒店客房，金尊行政楼层，超过1350平方米的会议及宴会设施，以及一系列的餐饮设施，包含全日制餐厅“食百绚” ，三层楼的酒廊、鸡尾酒吧及特色餐厅“Cube”，精品川菜中餐厅“尝艺”，以及位于酒店顶层的“觅”特色餐厅。
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit
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