Reservations&GSC Agent 预订及宾客服务接待员

Process all incoming and outgoing calls accurately and courteously
正确并礼貌地处理所有打进和打出酒店的电话
Records and controls accurately wake up calls
准确记录并管理叫早服务
Pages guests in co-operation with concerned departments
与相关部门合作，对客人进行呼叫
Records all entries on traffic sheets
将所有条目记录到电话单上
Assists guests with international calls and directory queries
协助客人处理国际长途和号码查询
Calls guests by name whenever possible
尽量称呼客人的姓名
Pages staff member when requested
如有需要，对工作人员进行呼叫
Abides by principles of guest privacy
遵守保护客人隐私的原则
Handles guests needs or requests and reports complaints to the Telephone Supervisor
满足客人的需要或请求，并向总机主管汇报投诉情况
Report on logbook daily
每日记下工作日志
Bill call costs
提供电话费单据
Aware of local telephone listings and frequently dialed numbers
熟悉当地电话表以及常拨号码
Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
严格遵守处理紧急事件，如火灾、炸弹威胁和其它危机的标准政策和工作程序
Advises defects on switchboard equipment to Supervisor
向主管汇报总机设备出现的问题
Maintains a clean work environment
保持工作环境的清洁
Attends to all guest queries and requests promptly
及时处理客人的所有问询和要求
Maintains detailed knowledge of the Hotel’s fire, life and safety system
熟知酒店的消防、救生和安全系统
Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式
Maintain Hotel Information
保管酒店相关信息
Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
运用销售技巧和房间销售升级推广洲际酒店集团的产品和服务
Promote the Hotel’s (and ICHG generally) products and services
推銷酒店（以及整个洲际酒店集团）的产品和服务
Maintain a high level of product and service knowledge about all ICHG Hotels in your region
充分了解所在地区的洲际酒店集团成员的产品和服务
Develop and maintain a regular pattern of sales calls
发展和维护常规电话销售模式
Prepare and execute action plans which increase reservation sales and associated business
为提高预订和相关业务制定并实施行动计划
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
接受等待预订
Process amendments to reservations such as extensions, early departures, etc
处理延迟，早退等预订更改
Manage “no show” reservations by investigation and recording of same
调查和记录预抵未达预订
Record special billing arrangements for groups and conventions
准确输入团队和会议团队的特殊付款方式
Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval
有信贷要求的预订须与前厅部和财务部经理保持密切联系优先沟通