1. Answer incoming phone calls primarilyfrom external callers in a timely and professional manner that reflects highlyon the hotel and brand
及时运用体现酒店和品牌的专业态度接听从外部打入的电话。
2. Sell the Hotels Group productsand services using up-selling and suggestive selling techniques
运用销售技巧和房间销售升级推广酒店集团的产品和服务
3. Promote the Hotel’s products and services
推销酒店的产品和服务
4. Maintain a high level of product andservice knowledge about all hotels in your region
充分了解所在地区酒店集团成员的产品和服务
5. Record and process reservations made byphone/fax/email
记录和处理通过电话,传真,电子邮件进行的预订
6. Accept reservations
接受客人预订
7. Process amendments to reservations suchas extensions, early departures, etc
修改延期和提前离店等特殊情况的预订记录
8. Manage “no show” reservations by investigation
调查和记录未按 预 订 抵 店的预订情况
9. Record special billing arrangements for groups and conventions
对团组或会议的特别账单安排进行记录
10. Maintain knowledge of special rates/offers/ promotions
掌握关于特价,酬宾,促销活动的信息
11. Monitor reservation levels and informManagers of current and future occupancy rates
监测预订情况,并向经理通报目前和将来的入住率
12. Prepare reports as requested (eg to travel agents, business houses etc)
按照要求准备报告(如给旅行代理人和商业机构的报告等)
13. Process all incoming and outgoing calls accurately and courteously
正确并礼貌地处理所有打进和 打 出 酒 店 的电话。
14. Pages guests in co-operation with concerned departments
与相关部门合作,对客人进行呼叫。
15. Records all entries on traffic sheets
将所有条目记录到电话单上。
16. Assists guests with international calls and directory queries
协助客人处理国际长途和号码查询。
17. Calls guests by name whenever possible
尽量称呼客人的姓名。
18. Pages staff member when requested
如有需要,对工作人员进行呼叫。
19. Abides by principles of guest privacy
遵守保护客人隐私的原则
20. Maintains the highest standard of personal professional image, conduct, knowledge and skills related to the jobresponsibility.
维护最高的专业个人形象。
21. Maintains professional businessconfidentiality.
保护商业机密。
22. Performs any other duty as ass
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