JOB SPECIFICATION【岗位要求】 1.Assist AYS & Reservation Manager in supervising the department 负责为您服务中心及预订中心经理管理部门工作 2.Answer guest’s inquires over the phone and follow up personally to resolve Guest request 接听客人的电话并亲自采取行动去完成客人的要求 3.Responsible for placing of guests’ wake-up calls accurately and timely 负责准确及时的为客人提供叫醒服务 4.Have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc. 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 5.Be proactive in all Guests services and problems 主动地为客人提供服务和解决问题 6.Maintain Opera System, ensure all the bookings, rates and market codes are up to date,Implement and maintain training systems to ensure that associates have the necessary framework and skills to perform their job efficiently and effectively. 维护Opera系统，确认预定，价格和市场编码是最新。完成和维护培训系统以确保所有雇员了解掌握必要的技巧和框架来有效的完成工作 7.Works closely through cooperation with In-Room Dining to ensure service delivery to all guests are consistent and prompt 熟知酒店所有的餐饮区域以及菜单 8.Ensures complaints and requests are handled with the aim of exceeding guests expectations. 确保客人的投诉或者需求可以得到超出期望的解决 9.Record and process all reservations made by phone or fax. 记录并处理所有电话或传真预订 10.Record and process group reservations. 记录并处理所有团队预订 11.Ensure that all reservations are made within the guidelines of daily status. 确保所有的预订根据当天的情况被做进系统 12.Ensure guest comments are recorded in guest history and acted on when appropriate. 确保客人的意见和喜好记录进客史并给予适当的安排。 13.Maintain an up to date knowledge of the benefits of Marriott Bonvey. 了解最新的万豪旅享家优惠