Job Purpose 职位描述
To handle all reservation requests promptly, in a friendly and efficient manner ensuring that all required information be secured to provide maximum Guest Satisfaction. To assist the One-click Service Center Manager monitor department daily operations and process.
以友好并有效率的处理所有的预订及电话要求，确保所有要求能够得到客户的最大满意度,协助一键式服务中心经理管理日常工作。
Primary Responsibilities 主要职责
· Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
积极参与部门日常运营，保证客人或同事的问题能够在最短的时间内以专业的方式得以解决。
· Be familiar with all guest services, daily events and functions within the hotel and to ensure on shift Service Center colleagues are also adequately furnished with such information, and serve as a general guest information source.
熟悉酒店内所有对客服务项目和活动信息，并保证当班总机的同事都能提供这样的信息，并成为客人获取此类信息的来源。
· Ensures that all guests’ wake up calls, messages, mail and fax are handled and distributed properly.
保证正确处理所有客人的叫醒、留言、邮件及传真。
· Responsibility for all in house guest telephone bills in accurate.
责任与检查酒店所有住客电话账单的准确性。
· Handle the room reservation , and fax back to OTA if necessary.
接受酒店房间的预订工作，并在需要的时候给网络订房渠道回复预订传真。
Knowledge and Experience 知识和经验
· Have more than one year’s work experiences of Reservations Dept. in hotel
具有一年以上预订部工作经验
· Possess the language and write skills, and type and operate the computer skillfully.
具有一定的语言文字能力，并能熟练进行打字和电脑操作
· Mastering statistics and secretary knowledge
掌握一定统计、文秘等知识
· Possess the foreign language reading and writing skill, have ability to deal with every kind of documents and data
具有一定英语阅读及书写能力，能够处理中英文各类文件、资料等
· Know well about the Reservations Dept. business activities and assist the task of each position
熟悉预订部业务，协助各岗位工作
· Possess the ability about the public and social communication
具备一定的公共社交能力
· Master Opera System
熟练操作系统（Opera）
