预订部文员 Reservation Agent

Review daily reservationaccuracy, rate compliance from segment and source, system close-out whennecessary and rate availability.
检查每日，市场细分、预订来源的预订准确性和合规价格，系统在必要时的关闭和可用价格。
Ensure clients’ satisfactionand adherence to Kempinski service standards.
确保客人满意和遵循凯宾斯基服务标准。
Follow internal credit policy.
遵守内部信贷政策。
Follow up on lost business andbring information about them to the knowledge of the department superiors.
跟踪丢失的业务，并将他们的信息让部门上级了解。
Spot-check reservations madethe previous day and check all VIP arrivals.
在前一天抽查预订，检查所有预抵的VIP。
Follow the internal up-sellprogram for Reservations department.
遵守内部的预订部客房向上销售计划。
Perform any other duties asassigned to them by management.
执行管理层分配给他们的其他职责。
Write down messages accuratelyfor guests and deliver messages in a timely manner.
准确地为客人记录留言，并及时传达。
Answer Guest questions/requestsin a friendly and caring manner, take appropriate actions or in needed, referthe matters to the relevant persons to handle.
以友好和关心的态度回答客人的问题/要求，采取适当的行动或在需要时，将问题提交给相关人员处理。
Be fully conversant with thehotel’s emergency procedures and strictly abide by the Standard Policies andProcedures governing instance or cases of Emergency such as Fire, Bomb scare orany other critical situations.
熟知酒店的紧急情况处理程序，并严格遵守处理紧急情况的标准政策和程序，如火灾、炸弹恐吓或其他紧急情况。
Care and maintenance of allwork equipment of the area.
负责区域内所有工作设备的维护和保养。
Know restaurants operatinghours and specials / promotions within the operation. Plan work schedules, carry out workinghour’s calculation and plan the holiday schedule.
了解餐厅的营业时间和特价/促销活动。
Handle guest special requestand complaints in a polite and efficient manner and follow up via Lady in Red or Departmentinvolved if needed to ensure customer satisfaction.
礼貌、高效地处理客人的特殊要求和投诉，必要时通过红衣女郎或相关部门跟进以确保客户满意。