Service Center Agent 服务中心文员

· Sell the AccorHotels products and services using up-selling and suggestive selling techniques.
运用销售技巧和房间销售升级技巧推广雅高酒店集团的产品和服务。
· Promote the Hotel’s products and services.
推销酒店的产品和服务。
· Maintain a high level of product and service knowledge about all AccorHotels in your region.
充分了解所在地区的雅高酒店集团成员的产品和服务。
· Develop and maintain a regular pattern of sales calls.
制定并保持定期销售拜访模式。
· Prepare and execute action plans which increase reservation sales and associated business.
准备和执行增加预订销售和相关业务的工作计划。
· Record and process reservations made by phone/fax/email.
记录和处理通过电话、传真、电子邮件进行的预订。
· Accept wait list reservations.
接受等候单上的客人预订。
· Process amendments to reservations such as extensions, early departures, etc.
修改延期和提前离店等特殊情况的预订记录。
· Manage “no show” reservations by investigation and recording of same situations.
调查和记录未按预订抵店的预订情况。
· Record special billing arrangements for groups and conventions.
对团队或会议的特别账单安排进行记录。
· Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval.
与前厅部经理或财务经理联系要求信用审批的预订事宜。
· Maintain knowledge of special rates/ offers/ promotions.
掌握关于特价、酬宾、促销活动的信息。
· Monitor reservation levels and inform Managers of current and future occupancy rates.
监测预订情况，并向经理通报目前和将来的入住率。
· Prepare reports as requested (e.g. to travel agents, business houses, etc).
按照要求准备报告（如给旅行代理人和商业机构的报告等）。
· Prepare reservation sales reports.
准备预订销售报告。
· Ensure that account information confidentiality.
确保客户资料高度机密性。
· Ensure LQA standards are implemented and delivered to every guest.
在对客服务中遵守和执行LQA。
· Handles guest and Hearitiest enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
礼貌且高效地处理客人及心艺家的要求，遇到投诉或问题，如不能马上找到解决办法，要向上级报告
· Deliver all guests’ messages, mail and fax are handled and distributed properly.
正确处理所有客人的留言、邮件及传真。
· Has a thorough understanding of all the services offered by the Hotel to easily answer guest all inquiries.
完全理解和掌握酒店所提供的所有服务以便回复客人的任何问询。
· Keep cleanliness and maintenance of the Service Center, equipment and storage.
保持总机工作场所，设施及储藏室的干净并妥善保养。
· Responsible for the provision of friendly and efficient service to all callers.
负责向所有来电者提供友善、有效的服务。确保部门内的沟通顺畅。
· Carry out disciplinary actions in line with hotel procedures.
按照酒店规章制度对不合适的行为采取相应措施。
· Maintains positive colleague interactions with good working relationships.
与同事保持基于良好工作关系的接触。
· Maintain consistent and effective flow of communication between shifts among fellow managers and colleagues.
保证在不同班次之间保持持续和有效的沟通。