1.Handle incoming calls using good listening and communication skills to secure
Information necessary to complete a reservation
很好地运用聆听沟通技巧来接听电话完成预定销售
2.Know and understand the hotel selling strategy for maximizing hotel occupancy and
revenue. Strive to follow this strategy when selling the hotel to prospective guests using
feature and benefit sales skills
理解并了解酒店的销售政策，并尽可能大得为酒店创造利润。根据酒店的销售政策并尽可
能的运用酒店的优势来吸引顾客入住
3.Be familiar with Marriott Rewards Program and the reservation procedures applicable to
that program.
熟悉万豪礼赏计划并能熟练运用到预定中
4.Inform DORS of any trends/concerns noticed while communicating with guests
向预定销售总监汇报在于客人交流中，客人提及到的任何与其利益相关的问题
5.Interact with the Front Desk for the following: 与前台合作
Continually PA reservations to front desk on an outgoing basis.
不间断地将预定系统转到前台系统
6.Handle contiguous stay records correctly.
准确处理并保证客史纪录的准确性
7.Clear all records held in the error log, as they need to be reviewed.
处理并回顾系统误差
8.Clear the queues from MARSHA on an outgoing basis and correct any changes that
need to be made.
处理MARSHA里的Q,并根据其要求在系统中修改或更正
9.Work with the front desk staff to answer any questions regarding rates or guest concern
so as guests receive efficient and professional service.
与前台员工合作，以专业有效率的服务标准，回答他们或客人在房价上提出的疑问
10.Review and audit travel agency commissions on a daily basis and transmit data to
CTAC system. Use CTAC system to process any commission inquiries or late payments.
回顾并稽核旅行社每天在CTAC系统中的返佣数据。并运用CTAC系统来处理返佣
11.Ensure all reservation confirmation requests handle within 24 hours.
确保在24小时内处理并确认所有预定要求
12.Make sure all work areas are kept neat, clean and hazard free. Avoid any unsafe work
practices.
确保工作区域的干净整洁。避免工作中的安全隐患
13.Perform the following Supervisor duties: 做好督导工作
Participate in monthly meetings, adding ideas to improve the environment of the
department. Critique the quality and quantity of work being done.
参加每月例会，为提高部门的工作环境提供有效建议。批评工作中的不足之处
14.Be able to make good judgment decisions when the sales agents as for assistance.
帮助预定部员工做出正确的判断
15.Monitor agents while they are on the phone. Insure that calls are answered by the
thirdring whenever possible and that following the standards of a Marriott Reservation call.
监督员工接电话中的质量。确保所有电话都在铃响3声内接起，并按照万豪预定标准进行
预定
16.Insure that all files of past and future reservations are kept up to date and are rotated
every month.
确保上月预订和将来预定文件的归档，并且轮流将每月数据归档
17.Insure that daily checklists are being utilized and that tasks are performed on a timely
basis.
确保员工有效利用每天的工作检查表上规定时间及时准确地完成工作
18.Prepare the 3-day forecast to HR.
每天预测3天内客房率给人事部
19.Prepare weekly office work schedule to maximize productivity and keep abandoned
calls at a minimum.
准备每周工作进度表使生产力最大化，并保持是未接电话流失率最小化
20.Coach/counsel agents when performance is below standards while motivating/
encouraging them to improve. Inform DORS if appropriate.
当员工工作质量低于标准时及时指出并给与指导，激发并鼓励员工进步，如有需要，告知
预定销售总监
21.Train new reservation sales agents on office tasks and provide follow-up training and
development for new associates.
根据酒店预订销售程序培训和发展新员工
22.Identify trends/needs of transient guests gathered via reservation process.
根据预定步骤，发现顾客的真正需要
23.On a daily basis, motivate agents to ensure that there is a constant high level of
enthusiasm in the office.
激励员工使部门一直保持在一个较高水准
