预订文员 Reservation Clerk

SCOPE工作范围
The reservations clerk shall steer the incoming room bookings in accordance with the hotel’s service objectives and procedures so that occupancy and revenue is optimized. The Reservations Agent has responsibility for all inquires in connection with individual room bookings.
按酒店服务标准及程序接受房间预订，提高住房率，负责回答所有有关客房预订的问题。
DUTIES/RESPONSIBILITIES 义务与职责
Handles inquires and bookings in accordance with the department’s routine.
按照部门工作程序接受客房的预订和咨询。
Reviews and deals with daily reservations.
检查处理日常预定工作。
Records and processes in-coming reservations.
记录所有新接的预订
Ensures all facts of a reservation have been handled. Example: Transportation, Amenity and special requirements etc.
确保所有与预订有关的事宜都作妥善处理
Processes cancellations/amendments to reservations (extensions, early departures).
处理预订的取消、更改（诸如：延住和提早离开等）
Investigates and handles no show reservations.
调查并处理未到的预订
Records special billing arrangements for groups and conventions.
记录有关团队和会议的特殊付帐安排
Liaises with Credit Manager for all reservations requiring credit approval.
与信贷经理沟通并协调所有需要挂账要求的预订
Be aware of rate changes/ special offers/promotions/close out dates.
悉知房价变动，特殊安排，各种促销活动和预订截止日期
Monitors reservation levels and informs Managers on current and future occupancy rates.
监控预订情况并通知相关部门经理目前及未来的住房率
Prepares reservation reports.
准备预订报表
Maintains high level of telephone skills to meet hotel standard.
按照酒店标准保持高标准的电话应答技巧
Ensures all guest requests are responded to immediately.
确保所有的客人询问及需要得以及时回复
Ensures correct and relevant information is given to operating departments so that customer’s expectations are satisfied.
将正确的相关信息传达致相关运作部门以达到客人期望
Interacts with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication.
以积极专业的态度与本部门及酒店员工建立起亲密关系以促进团队精神和默契的双向交流
Deals effectively with guests and workplace colleagues from a variety of cultures.
与具备不同文化背景的客人和同事有效沟通
Analyses,evaluates and improves personal performance on a continual basis.
不断地分析、评估提高个人表现