Reservation Agent 预订部文员

1. To be well-versed in all reservations handling process; proficient in operating the reservations systems and equipment.
维持丽思卡尔顿酒店的标准，政策和程序
2. To provide prompt, courteous and efficient service at all times. To answer the phones within three rings and according to the Ritz-Carlton telephone etiquette.
为客户提供持续的积极的,礼貌高效的预定服务,使用集团电话礼仪标准并三声内接听起电话
3. Must at all times keep the level of abandoned calls to the minimum to increase sales opportunities.
减少酒店电话未接听数量保证酒店生意需求不流失
4. To upsell whenever possible to maximize on occupancy and revenue levels, through the rapport established with the ERS members.
积极向客户促销酒店高级房型以确保酒店收益
5. To ensure all reservations are entered and updated accurately and promptly.
确保酒店所有预定都准确准时录入酒店预定系统
6. To be aware of critical/high demand status/need period to maximize sales opportunities. To alert the Reservations Manager/Supervisors of any demand trends noticed and sudden change in occupancy levels.
及时向预定部经理反映有关酒店出现预定需求过高或过底有任何异常的情况,并时刻留意酒店住房率的变化情况
7. To fully understand market segmentation to accurately qualify/track reservations to ensure 100% accuracy in marketing/production reports generated.
完全了解市场划分情况,确保在预定处理中使用正确的市场代码
8. To handle incoming reservation requests (in forms of email or fax correspondence) according to the hotel’s standard (respond within 24 hours).
处理所有形式的预定需求,其中也包括传真邮件形式的预定并在24小时以内处理完客户预定需求
9. To be familiar with hotel’s credit policies to effectively handle and process billing requirements.
熟悉酒店信贷政策确保工作中正确处理好客户付费形式
10. Have to be proficient in operating both Opera Front Office System and Opera Sales & Catering System and other related equipments.熟练操作相关预定系统
11. To maintain an accurate and updated filing systems of all correspondence. 保持系统资料信息及时准确无误更新
12. To assume duties and responsibilities as delegated by Reservations Manager/Supervisors. 完成预定经理主管安排的工作
13. To cross sell hotel’s Food & Beverage outlets and other revenue generating areas. 积极销售酒店餐饮和其他酒店产品确保酒店收益