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崗位職責/職位描述

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

處理通過電話、傳真或郵件接收的所有預訂請求，更改和取消。確定客人的預訂需求,并確定合適的房間類型。核實房型的可用性和房價。向致電者解釋酒店的擔保政策,特殊價格和取消政策。對特殊要求予以考慮解決并存檔。回答關于酒店設施，服務和房間住宿等問題。使用銷售技巧使收入最大化。在預約系統輸入和訪問數據。通過將正確代碼和房價輸入預訂系統來區分特殊房間類型的預訂 (如：免費房,員工折扣,旅行社視察的優惠價和散客價)。解決客人問題時遵循適當的升級程序。