预定文员 Reservation Clerk

1. To handle and transfer all incoming callsaccording 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 appropriateinformation.
提供合适准确的信息
3. To assist in locating guests and employeeswhen requested.
根据需要帮助寻找客人或者员工
4. To ensure that guestsexpectations are met or exceeded by providing an efficient, friendly andattentive 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 computersystem (Opera).
更新Opera系统里的相关信息
6. Handles customer complaints if possible, orreports them to supervisors.
处理客人投诉，必要时向主管汇报
7. Handles all reservation correspondence andinquiries 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 areaccurately 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 maximisingyield
监控房态情况，使入住率最大化
10. Maintains high standards for the annualLeading Quality Assurance (LQA) Mystery Guest visits
为每年造访的 (LQA) 神秘客人保持我们高标准的服务质量
11.Monitors hotel overbooking status ensuring itremains 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 allreservations
定期存档预定信息，维护预定系统
13. Maximises the room revenue of the hotel byupselling 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 reservationreports as directed
协助上级做相关的统计报表