Reservation Agent 预订员

Answer all phone calls promptly and in a friendly manner
以积极友好的态度回答每一个电话
Ensure the phone calls are answered within 3 rings whenever possible and that following the standards of a Marriott Reservation call
确保在电话铃声响起3声内接起电话并借严格按照万豪预定销售标准来完成预定
Handle incoming calls using good listening and communication skills to secure information necessary to complete a reservation
很好地运用聆听沟通技巧来接听电话完成预定销售
Handle all incoming faxes and reply to customer in a courteous manner
礼貌有效地处理传真
Process and respond to reservation requests efficiently and effectively, all reservation confirmation requests should be handle within 24 hours
积极有效地回答所有疑问，所有已完成的预定必须在24小时内给出确认
Handle reservation requests from other departments
有效处理各部门的预定要求
Understand the hotel’s policy in cancellation, no-show and credit facilities
了解酒店的更改，取消，客人未到的政策
Check and follow all traces on a daily basis
检查并且根据当天的情况来解决问题
Check and file all necessary reports on a daily basis
检查并装订每天必须的所有报表
Be aware at all times of the selling status, rates, packages and groups coming into the hotel
熟悉并且了解酒店当天的销售情况，包括房价，促销，当天的入住团队
Know and understand the hotel selling strategy for maximizing hotel occupancy and revenue. Strive to follow the strategy when selling the hotel to prospective guests by using feature and benefit sales skills
理解并了解酒店的销售政策，并尽可能大得为酒店创造利润。根据酒店的销售政策并尽可能的运用酒店的优势来吸引顾客入住。
Complete understanding of MARSHA, Oscar and Fidelio Front Office systems
完全了解酒店的系统，包括MARSHA, Oscar 和 Fidelio
Be able to clear the error log & Marsha queues
能够很好地处理误差登记和Marsha Q
Be knowledgeable of Marriott Rewards program and Frequent Flyer programs and the reservation procedures applicable to that program
熟悉万豪礼赏计划和各个航空公司里程计划并运用到预定程序中
Have specific knowledge of hotel layout and design of each guestroom. Be familiar with the surrounding area as well as other Marriott hotels in the area
了解酒店及客房的布局。熟悉本酒店附近所有的万豪集团酒店地理位置，以便可以随时交叉销售
Understand how the Sales, Event Management and Front Desk relate to the Reservations Department
了解销售部，宴会统筹部，前厅部与预定部相关联的地方
Understand how the Worldwide Reservation Centers function in relation to the hotel.
了解环球定房中心的重要性
Liaise with colleagues in a helpful, friendly and courteous manner
与同事之间友好相处
Maintain a neat and clean appearance in your dress code as well as in your work area
保持着装的清洁，工作区域的整洁
Perform the Reservation Sales Office daily shift duties and all reasonable requests of management
根据排班每天准时上下班，如有特殊要求可以在排班时提出Proficiency in written and spoken English and Mandarin
有良好的中英文口语能力，并有良好的英语和中文的书写能力