预定文员 Reservations Agent

1. To handle and transfer all incoming calls according to the standards and procedures of the hotel
根据酒店的政策和标准处理所有来电
2. To handle inquiries by providing appropriate information
提供合适准确的信息
3. To assist in locating guests and employees when requested
根据需要帮助寻找客人或者员工
4. To ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service
提供有效，友好，专注的服务，满足或超过客人的期望
5. To update teleguides in the hotel computer system (Opera)
更新Opera系统里的相关信息
6. Handles customer complaints if possible, or reports them to supervisors
处理客人投诉，必要时向主管汇报
7. Handles all reservation correspondence and inquiries quickly, efficiently and accurately
准确，快速，有效地处理所有预定要求
8. Ensures that all reservation details are accurately entered into the computer in a timely manner
确保所有预定信息能及时，准确地录入系统
9. Monitors hotel room inventory and maximising yield
监控房态情况，使入住率最大化
10. Maintains high standards for the Mystery Guest visits
为每年造访的神秘客人保持我们高标准的服务质量
11. Monitors hotel overbooking status ensuring it remains within the predetermined levels
查看超额的定房情况，确保在规定的范围之内
12. Maintains trace and filing systems for all reservations
定期存档预定信息，维护预定系统
13. Maximises the room revenue of the hotel by upselling all hotel products and services
通过销售酒店的产品及服务，使住房受益最大化
14. Assists in the production of reservation reports as directed
协助上级做相关的统计报表
15. Is fully conversant with al health and safety, fire and emergency procedures.
全面熟悉酒店安全与卫生工作标准及消防紧急应变程序
16. Maintains a high standard of personal hygiene, dress, uniform, and body language
保持个人卫生，制服整齐，统一高标准，及得体的肢体语言