To inform supporting sales manager / sales executive of any
sales leads / special guest preference / complaints from the clients and their
responsible accounts
通知所协助的销售经理、销售主任任何来自客人或负责客户的销售机会、客人特殊喜好或投诉等
To generate guest preferences for guest retention.
收集客人喜好来满足并留住客人
all restaurants, type of cuisine, dining room layout,
table/seat/station numbers, proper table set-ups, room capacity, hours of
operation, price range and dress code
所有餐厅的菜式,餐厅布局,台/座椅/服务区号码,适当的摆台,餐厅人流量最大限度,营业时间,价格范围及着装要求
·
standards and procedures of the computerized
restaurant reservation system
餐厅预订系统的标准和程序
·
correct maintenance and use of equipment, to use
equipment only as intended
正确使用和维护预订系统,不能作为其他用途
·
all hotel services/features and local
attractions/activities to accurately respond to guest inquiries
了解所有酒店服务/功能和本地旅游景点/活动,为客户提供准确地解答和服务
·
daily arrivals/departures, VIP’s, scheduled
in-house group activities, locations and times
每日住房率,入住/离店,贵宾,内部活动日程,地点和时间
·
all departmental and divisional policies and
procedures
所有部门及大部门的政策和流程
·
prepare the memo for the
reality festival season
节假日餐饮部推广活动具体通知
·
To provide clear, pleasant and professional
telephone communication to all callers
为所有预订者提供清晰,热情和专业的电话服务
·
Promote awareness of brand image internally and
externally
协助对内和对外推广酒店的品牌专业形象
·
Reply the guest reservation within 24 hours, and
follow up with the outlet manager or reservation in charge.
24小时内回复客人的预订, 并且通知相关部门确保预订的顺利
·
To answer the outlet telephone within 3 rings,
using correct telephone verbiage and etiquette
在3分钟之内接起电话,并使用标准电话用语和礼仪
·
To use restaurant reservation system and record
any reservations according to departmental standard
根据部门标准将预订信息录入预订系统
·
To ensure to note all details (number in party,
restaurant, time, special occasion etc)
确保纪录每一个细节(数量,餐厅,时间,特殊要求等)
·
To repeat all details as well as special requests/occasion
to avoid any miscommunication and to confirm the reservation with the guest
要重复所有的细节以及特殊要求/场合,以避免任何误解,与客人确定预订
·
To anticipate guest needs, respond to them
promptly and acknowledge all guests however busy and whatever time of day.
无论任何时间,都能预测客人需求,并迅速作出回应
·
To show sense of urgency and attention to detail
as well as to give professional, courteous and unobtrusive service to the guest
at all times
任何时候都为客人提供专业,礼貌和周到的服务,在细节上展示服务的责任感和紧迫感
·
To work well under pressure of monitoring all
reservations and in coordinating all departmental functions
所有预订在良好的运作下正常进行,并与各部门协调
·
To maintain discretion and confidentiality of
all guests and pertinent hotel information
保证酒店客人信息的保密性
·
To work self-directed and under minimal
supervision
能在上司不在的情况下,独立思考工作