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Job Responsibility: 崗位職責： 1.Review daily reservation accuracy, rate compliance from segment and source, system close-out when necessary and rate availability. 檢查每天預定的準確率，各個細分市場和渠道的價格，在必要時打開或關閉系統(tǒng)和價格的可見性。 2.Ensure clients’ satisfaction and adherence to Kempinski service standards. 確保客戶的滿意度和遵守凱賓斯基的服務標準。 3.Follow internal credit policy. 遵循內部信貸政策。 4.Follow up on lost business and bring information about them to the knowledge of the department superiors. 跟進丟失的業(yè)務，并把相關信息上報給部門上級。 5.Spot-check reservations made the previous day and check all VIP arrivals. 抽查預定的前一天，檢查所有抵達貴賓。 6.Test calls LQA / IFH results > 85%。 LQA/ IFH測試高于85％。 7.Follow the internal up-sell programme for Reservations department. 遵循預訂部高價銷售。 8.Perform any other duties as assigned to them by management. 執(zhí)行分配給他們的其他任務。 Job Requirements:? 任職要求： 1.Previous hotel-related experience beneficial. 有酒店相關工作經(jīng)驗者優(yōu)先。 2.Excellent written and verbal communication skills. 優(yōu)秀的書面和口頭溝通能力。

崗位職責 1、隨時為客人提供準確、快捷、禮貌的服務，必須在電話鈴聲三聲之內接起電話。 2、掌握客房狀況和預訂狀況，以及向訂房單位或個人索取必要的預定資料,確保電腦中的預定信息齊全。 3、處理傳真和電話預定，準確在電腦系統(tǒng)中輸入房間預定，并在當天及時回復和確認。 崗位要求 1、大專學歷或同等文化程度。具有1年以上從事酒店工作經(jīng)歷。 2、熟悉電腦操作。 3、具有良好的中英文表達能力。

Process all incoming and outgoing calls accurately and courteously 正確并禮貌地處理所有打進和打出酒店的電話 Records and controls accurately wake up calls 準確記錄并管理叫早服務 Pages guests in co-operation with concerned departments 與相關部門合作，對客人進行呼叫 Records all entries on traffic sheets 將所有條目記錄到電話單上 Assists guests with international calls and directory queries 協(xié)助客人處理國際長途和號碼查詢 Calls guests by name whenever possible 盡量稱呼客人的姓名 Pages staff member when requested 如有需要，對工作人員進行呼叫 Abides by principles of guest privacy 遵守保護客人隱私的原則 Handles guests needs or requests and reports complaints to the Telephone Supervisor 滿足客人的需要或請求，并向總機主管匯報投訴情況 Report on logbook daily 每日記下工作日志 Bill call costs 提供電話費單據(jù) Aware of local telephone listings and frequently dialed numbers 熟悉當?shù)仉娫挶硪约俺芴柎a Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations 嚴格遵守處理緊急事件，如火災、炸彈威脅和其它危機的標準政策和工作程序 Advises defects on switchboard equipment to Supervisor 向主管匯報總機設備出現(xiàn)的問題 Maintains a clean work environment 保持工作環(huán)境的清潔 Attends to all guest queries and requests promptly 及時處理客人的所有問詢和要求 Maintains detailed knowledge of the Hotel’s fire, life and safety system 熟知酒店的消防、救生和安全系統(tǒng) Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard 熟知緊急事件處理小組的相關情況以及電話室在此方面的工作方式 Maintain Hotel Information 保管酒店相關信息 Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques 運用銷售技巧和房間銷售升級推廣洲際酒店集團的產品和服務 Promote the Hotel’s (and ICHG generally) products and services 推銷酒店（以及整個洲際酒店集團）的產品和服務 Maintain a high level of product and service knowledge about all ICHG Hotels in your region 充分了解所在地區(qū)的洲際酒店集團成員的產品和服務 Develop and maintain a regular pattern of sales calls 發(fā)展和維護常規(guī)電話銷售模式 Prepare and execute action plans which increase reservation sales and associated business 為提高預訂和相關業(yè)務制定并實施行動計劃 Record and process reservations made by phone/fax/email 記錄和處理通過電話，傳真，電子郵件進行的預訂 Accept wait list reservations 接受等待預訂 Process amendments to reservations such as extensions, early departures, etc 處理延遲，早退等預訂更改 Manage “no show” reservations by investigation and recording of same 調查和記錄預抵未達預訂 Record special billing arrangements for groups and conventions 準確輸入團隊和會議團隊的特殊付款方式 Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval 有信貸要求的預訂須與前廳部和財務部經(jīng)理保持密切聯(lián)系優(yōu)先溝通