预订部实习生Reservations Trainee

1.Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.
处理通过电话、传真或邮件收到的所有预订请求、更改和取消。识别客人的预订需求并确定合适的房间类型。确认房间类型和价格的可用性。向来电客人解释担保、优惠价格和取消政策。处理并记录客人特殊要求。回答有关酒店设施/服务及房间住宿的问题。善用销售技巧，使收入最大化。在预订系统中输入预订信息相关数据。通过在预订系统中输入正确的代码和价格，正确录入特殊的房间预订信息(例如，免费房间、员工折扣、旅行社考察房价和批发商预订价等)。根据客人的需求遵循适当的升级程序升级销售客房。
2.Protect the privacy andsecurity of guests and co-workers.
保护顾客和同事的隐私以及安全。
3.Maintain confidentiality ofproprietary materials and information.
对酒店专属资料信息保密。
4.Follow company and departmentpolicies and procedures.
遵循酒店的政策与程序。
5.Perform other reasonable jobduties as requested by Supervisors.
完成上级交办的其他合理工作。
6.Actively listen and respondpositively to guest questions, concerns, and requests using brand or propertyspecific process (e.g., LEARN) to resolve issues, delight, and build trust.
积极聆听并回应客人的问题，关注和要求，利用包含酒店品牌特色的方式(例如LEARN 原则) 解决顾客疑问，愉悦宾客并且建立信任关系。
7.Address guests' service needsin a professional, positive, and timely manner.
以专业、积极、及时的方式为客人提供服务。
8.Anticipate guests' serviceneeds, including asking questions of guests to better understand their needsand watching/listening to guest preferences and acting on them wheneverpossible.
预测客人的服务需求，通过提问挖掘顾客需求，观察/聆听客人喜好，并在顾客需要的时候及时提供服务。
9.Speak to guests and co-workersusing clear, appropriate and professional language.
用清晰、恰当和专业的语言与客人和同事交谈。