1. Report directly to the Reservation Manager, the Reservation Clerk is responsible for handling telephone inquiries, accepting reservations and the subsequent input into the computer system. The Reservation Clerk must at all times maintain a professional, yet friendly business manner in all guest and client liaison, in correspondence and on the telephone. The Reservation Clerk is also required to pay particular attention to the use of Guest History facility in OPERA front office system.直接向预订经理汇报工作,预订文員要负责处理电话查询,接受预订并输入电脑系统。预订文员在任何时候都要保持专业化的表现,用友好的商务行为於书信和电话联系上对待所有的客人。预订文员要特別注意运用OPERA系统中的住客记录。 2. The OPERA system contains a comprehensive guest history option, and it is the responsibility of the Reservation Clerk to ensure that MelsWeldon Dongguan Humen Oriental has the most accurate and personalized guest history record. This helps to ensure that each guest receives personalized service.OPERA系統中有住客记录功能,预订文员要确保东莞虎门美思威尔顿酒店有最准确及个人化的住客记录。这可令每位客人享有個人化的服务。 3. The Reservation Clerk is also responsible for ensuring that all information relating to a reservation is keyed correctly into OPERA. This practice allows the production of correct statistical information, which will in turn enhance the overall Hotel operation.预订文员要负责所有的预订资料准确的输入 OPERA系统中,并将错误减到最少。准确真实的统计资料将协助酒店的正常运作。 4. To ensure that every booking made by travel agents contains the relevant travel agent name. This will ensure that the travel agents are billed correctly, and the Hotel does not forfeit revenue due to overpayment of unnecessary commission amounts.要确保任何一个旅行社的预订都要有相关旅行社的名称,使账单能发到正确的旅行社,并使酒店不会因不必要的超额费用而蒙受损失。 5. Responsible for filing all reservation correspondence daily. Filing must be strictly monitored and filed in a way that ensuring all information is quickly on hand and easily located by all staff within Reservation Department. 负责把所有预订资料归档。存档必须严格管理,使订房部的员工能迅速地找到已经存档的资料。 6. To receive, process and confirm all room reservations via below channels in an efficient and courteous manner.快捷及礼貌地接收、处理和确认所有通过以下途径房间的预订。 7. The Reservation Clerk has a major responsibility to work closely with Revenue Manager and Reservation Manager, and to ensure that Mels Weldon Dongguan Humen is operating at maximum occupancy level and the followings are achieved. 订房部文员要紧密配合收益经理和预订部经理的工作,要使东莞虎门美思威尔顿酒店有最高的入住率,并且使以下的事情变为现实。8. Being constantly aware of all rates and rate structures of MelsWeldon Dongguan Humen Oriental, and offer appropriate rate to guests. 要清楚东莞虎门美思威尔顿酒店的所有房价,并且給给予客人合适的房价格。 9. Being constantly aware of all promotions, packages and special rates; and protect the market share of Mels Weldon Dongguan Humen Oriental 要清楚所有的套票和优惠价格,确保东莞虎门美思威尔顿酒店占有最大的市場占有率。总机:1. 礼貌和友好地接听所有的来电, 并负责准确的接转 2. 持续一贯地酒店的政策和程序,礼貌地接听电 话3. 接听客人的电话并亲自采取行动去完成客人的 要求4. 回答客人的电话询 问,不要将电话接转至有关部门5. 负责“客房送餐”高效地为客人提供服务6. 承担其他部门的岗位职责 7. 负责准确地预约和接通客人的长途电话 8. 负责准确及时的为客人提供叫醒服务 9. 执 行 个 性 化 的 叫 醒 服 务 10. 负责检查叫醒服务记录, 并在电话没有人接听时采取适当的措施 11. 负责正确传呼饭店人员 12. 充分了解饭店的语音信箱系统,并帮助客人和来电者使用该系统 13. 象对待分配的任务那样对待其它相关任务以提高整体效率14. 及时报告错误15. 充分了解饭店设施和营业时间, 确保正确回答客人的问题 16. 了解饭店的日常事务17. 充分了解紧急事件处理程序,例如火警, 警报,疏散,轰炸,恐吓等等 18. 随时保持工作区域的清洁和整齐 19. 培养部门间良好的工作关系 20. 识别贵宾, 美思威尔顿忠诚顾客,常规客人和长住客人并且亲善地提供个性化的服务和帮助 21. 迅速处理“ 宾客服务”并跟踪确保客人完全满意 22. 按照上级的指示完成任务 23. 提供优质对客服务24. 确保顾客需求和合理要求被满足 25. 不断寻找机会发展对客服务 26. 采取合适的行为解决客人投诉 27. 促销饭店与美思威尔顿的产品与服务 28. 保持对产品与服务的高度了解以便于向客人解释和销售服务与设施 29. 坚持饭店安全制度、紧急情况处理规定和程序 30. 保持维护所在工作区域的高度整洁 31. 在工作中遵循美思威尔顿明星服务标准. 32. 遵守饭店的工作政策及程序,遵守美思威尔顿的商业行为规范以及员工手册中的条款 33. 遵守酒店员工手册里对个人卫生和仪容仪表的规定 34. 完成你上级交待的其它任务