Reservation Services预订服务
·
Verify all
reservation information with callers to ensure accuracy.
与来电者核实所有预订信息，以确保准确性。
·
Accommodate and
document special requests in an accurate and efficient manner.
以准确高效的方式满足并记录特殊要求。
·
Assign
confirmation/cancellation numbers and clearly relay this information to
callers, giving them the option of emailing and/or faxing these numbers.
指定确认/取消号码，并清楚地将此信息传递给来电者，让他们选择通过电子邮件或传真这些号码。
·
Determine the most
appropriate room type to meet guest requirements and maximize room rate.
确定最合适的房间类型，以满足客人的要求并最大限度地提高房费。
·
Explain guarantee
and cancellation policies to callers. 向来电者解释保证和取消政策。
·
Use sales techniques
when assisting guests in making reservations, including personalizing calls,
obtaining complete guest needs, suggesting alternate dates or directing guests
to sister properties on sold out days.
使用销售技巧协助客人预订，包括个性化电话，了解客人的全部需求，建议替代日期，或在客满的日子指导客人到姐妹酒店。
·
Answer guest
questions about property facilities/services (e.g., hours of operation, room
availability, restricted dates, rates and room types, packages, promotions,
entertainment, restaurants, special events). 回答客人关于物业设施/服务的问题(例如，营业时间，房间可用性，限制日期，价格和房间类型，套餐，促销，娱乐，餐厅，特别活动)。
·
Describe room
accommodations and benefit feature sale amenities to guests.
描述客房住宿和福利功能销售设施给客人。
·
Communicate
information regarding designated VIP reservations, including VIP name, company,
and title to upper level management.
向上级管理层传达VIP预订信息，包括VIP姓名、公司和头衔。
·
Identify guest
reservation needs by asking open-ended questions to obtain all necessary
information, including enrollment in Marriott Rewards program.
通过询问开放式问题来确定客人的预订需求，以获得所有必要的信息，包括万豪奖励计划的登记。
·
Identify repeat
guests using appropriate codes. 用合适的特征识别回头客。
·
Follow “up selling”
techniques and sales strategies in order to maximize property revenue.
跟进“销售”技巧和销售策略，以最大化物业收入。
Reservation Processing预订处理
·
Input and access
data in reservation system by entering correct information into proper fields,
including Marriott Rewards number, and asking for travel agency IATA and FIT
numbers (i.e., flags, comments, guest messages).
在预订系统中输入和访问数据，在正确的字段中输入正确的信息，包括万豪奖励号，以及询问旅行社IATA和FIT号(如旗帜，评论，客人留言)。
·
Process all
reservation requests, changes, and cancellations received by phone, fax, or
mail.
处理通过电话、传真或邮件收到的所有预订请求、更改和取消。
·
Verify availability
of room type, rate, and occupancy before confirming any reservations.
在确认任何预订前，确认房间类型、价格和入住率是否可用。
·
Inform guests of
rules and regulations regarding qualifying rates (e.g., government and special
corporate rates and discounts).
告知客人有关符合条件的价格的规则和规定(例如，政府和特殊的企业价格和折扣)。
·
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.
通过在预订系统中输入正确的代码和价格，显示特殊的房间预订类型(例如，免费房间，员工折扣，旅行社检查率，批发预订)。
·
Document information
for manual reservations on designated forms and enter information into the
reservation system.
在指定的表格上记录手工预订信息，并将信息输入预订系统。
Inventory/Rooms Control库存/客房控制
·
Respond to any
challenges found for accommodating rooming requests by communicating with guest
or group contact, Sales Department, or Front Desk.
通过与客人或团队、销售部或前台沟通，应对任何有关客房需求的问题。
·
Oversee accuracy of
room blocks and reservations.
监督房间和预订的准确性。
·
Remove group room
blocks from general inventory by entering information into reservation system
(MARSHA, Fidelio, OPERA).
将信息输入预订系统(MARSHA, Fidelio, OPERA)，从总库存中删除团体房间。
·
Communicate with
Sales Coordinators and property staff to resolve errors related to group market
codes not matching in the PMS and MARSHA systems.
与销售协调员和物业人员沟通，解决集团市场代码在PMS和MARSHA系统中不匹配的错误。
Guest Relations客户关系
·
Troubleshoot and
resolve guest issues and concerns or refer to appropriate contacts, based on
the type of issue.
故障排除和解决客人的问题，或根据问题的类型联系合适的联系人。
·
Follow proper
escalation procedures when addressing guest concerns.
在处理客人的问题时遵循适当的升级程序。
Policies and Procedures政策和程序
·
Protect the privacy
and security of guests and coworkers. 保护客人和同事的隐私和安全。
·
Maintain
confidentiality of proprietary materials and information. 保护客人和同事的隐私和安全。
·
Follow company and
department policies and procedures. 遵守公司和部门的政策和程序。
·
Perform other
reasonable job duties as requested by Supervisors. 主管要求的其他合理工作职责。
·
Ensure uniform,
nametags, and personal appearance are clean, hygienic, professional and in
compliance with company policies and procedures. 确保制服、姓名牌和个人仪表干净、卫生、专业，符合公司政策和程序。
Communication沟通
·
Exchange information
with other employees using electronic devices (e.g., phone and two-way
radios, email). 使用电子设备(如电话、双向对讲机、电子邮件)与其他员工交换信息。
·
Provide assistance
to coworkers, ensuring they understand their tasks.
为同事提供帮助，确保他们理解自己的任务。
·
Answer telephones
using appropriate etiquette including answering the phone within 3 rings,
answering with a smile in one's voice, using the callers' name, transferring
calls to appropriate person/department, requesting permission before placing
the caller on hold, taking and relaying messages, and allowing the caller to
end the call.
回答电话使用适当的礼仪，包括电话铃响3声之内接电话，微笑应答，称呼来电者的名字，将电话转移到适当的人/部门，在让来电者等待前先获得同意，接收和传递信息，允许来电者先结束电话。
·
Speak to guests and
co-workers using clear, appropriate and professional language.
用清晰、恰当和专业的语言与客人和同事交谈。
·
Talk with and listen
to other employees to effectively exchange information.
与其他员工交谈并倾听，以有效地交换信息。
·
Discuss work topics,
activities, or problems with coworkers, supervisors, or managers discreetly and
quietly, avoiding public areas of the property.
与同事、主管或经理讨论工作话题、活动或问题时要小心、安静，避免在公共场所进行。
Assists Management协助管理
·
Assign and ensure
work tasks are completed on time and that they meet appropriate quality
standards.
分配并确保按时完成工作任务，满足适当的质量标准。
·
Encourage and
motivate employees to perform their best, take responsibility for tasks and
assignments, make decisions and provide input on possible improvements.
鼓励和激励员工表现出最佳状态，对任务和分配负责，做出决定，并为可能的改进提供意见。
·
Coordinate tasks and
work with other departments to ensure that the department runs efficiently.
与其他部门协调工作，确保部门高效运作。
·
Serve as a
departmental role model or mentor by working alongside employees to perform
technical or functional job duties.
作为部门的榜样或导师，与员工一起完成技术或功能性的工作职责。
·
To perform any other
duties as assigned by the Management.
完成管理层交予的其它工作。
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