Reservations Agent 预定文员

Job Level 岗位级别：Line staff 基层员工
Report To 汇报给： Revenue Manager 收益经理
Position Overview 岗位概述：
To process of all reservations inquiries, booking and customer service requests in an efficient, accurate manner, responsible for the execution of strategies in relation to inventory control and selling.
以高效、准确的方式处理所有预订，查询和客人要求，负责客房库存控制和销售策略的执行。
The Role 岗位职责：
Maintain complete knowledge at all times of:
始终保持以下方面的完整知识:
All hotel features/services, hours of operation.
所有酒店设施/服务，营业时间。
All Spa services & locations.
所有水疗服务和地点。
Fitness center programs.
健身中心项目。
Daily and expected arrivals/departures.
每日及预计到达/离开预定。
Room availability status for any given day.
任何一天的客房可用状态。
Scheduled in-house group activities, locations and times.
安排住店客人的团体活动、地点和时间。
All hotel and departmental policies and procedures.
所有酒店和部门的政策和规章程序。
Hotel extension numbers.
酒店分机号码。
Features, special events, promotions & services provided by the hotel.
酒店的特色、提供的特别活动、促销和服务。
Follow the Capella Standards at all times.
任何时候都要遵守嘉佩乐标准。
Answer department telephone within 3 rings, using correct greeting and telephone etiquette. Place callers on “hold” only after caller agrees as such.
使用正确的问候语和电话礼仪，在电话铃响3声内接听部门电话。只有在对方同意后，才能将对方置于“等待”状态。
Process all reservation requests, changes and cancellations received by phone, fax, telex, mail internally, and through corporate reservations center or travel agencies.
处理所有通过电话、传真、电传、内部邮件、公司预订中心或旅行社收到的预订请求、更改和取消。
Verify availability before confirming any reservation. Suggest alternate dates for sold-out dates.
在确认任何预订前确认房间是否可售。在售罄的日期建议客人预定其他日期。
Relay accurate information on transportation arrangements, directions to hotel/spa/restaurants.
提供准确的交通安排，酒店/水疗中心/餐厅方向信息。
Verify all reservation information with caller to ensure accuracy.
与来电者核实所有预订信息以确保准确性。
Explain guarantee and cancellation policies to callers.
向客人解释担保和取消政策。
Enthusiastically and accurately describe accommodations and all amenities, services.
热情准确地描述住宿和所有设施、服务。
Follow up with in-house guests to ensure ongoing service to the guest.
跟进已入住客人的需求，确保为客人提供持续的服务。
Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
监督并处理客人的投诉，确保客人满意。
Resonsible for everyday’s pick up report and other related reports.
负责每天的营收报表和其他相关报表。
Document pertinent information in department logbook.
在部门日志中记录相关信息。
Complete all paperwork in a timely manner and in accordance with departmental standards.
按照部门标准及时完成所有文书工作。
Successfully complete the training/certification process for this position.
成功完成该职位的培训/认证流程。
Talent Profile 能力&技能需求
Familiar with reservations tasks
熟悉预订工作
Dynamic team players
在团队中有活力
Outgoing personality
性格外向
Good communication & interpersonal skills in English
良好的英语沟通和人际交往能力
Knowledge in Opera PMS system is preferable
熟悉Opera PMS系统者优先
Knowledge of MS office software
熟练使用办公软件