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1.直接向一鍵式服務(wù)中心經(jīng)理匯報(bào)工作，一鍵式服務(wù)中心文員要負(fù)責(zé)處理電話查詢,接受預(yù)訂并輸入電腦系統(tǒng)。文員在任何時(shí)候都要保持專業(yè)化的表現(xiàn)，用友好的商務(wù)行為於書(shū)信和電話聯(lián)系上對(duì)待所有的客人。文員要特別注意運(yùn)用OPERA系統(tǒng)中的住客記錄。
2.OPERA系統(tǒng)中有住客記錄功能，文員要確保哈爾濱索菲特酒店有最準(zhǔn)確及個(gè)人化的住客記錄。這可令每位客人享有個(gè)性化的服務(wù)。
3.文員要負(fù)責(zé)所有的預(yù)訂資料準(zhǔn)確的輸入 OPERA系統(tǒng)中，并將錯(cuò)誤減到最少。準(zhǔn)確真實(shí)的統(tǒng)計(jì)資料將協(xié)助酒店的正常運(yùn)作。
4.要確保任何一個(gè)旅行社的預(yù)訂都要有相關(guān)旅行社的名稱，使賬單能發(fā)到正確的旅行社，并使酒店不會(huì)因不必要的傭金費(fèi)用而蒙受損失。
5.負(fù)責(zé)把所有預(yù)訂資料歸檔。存檔必須嚴(yán)格管理，使員工能迅速地找到已經(jīng)存檔的資料。
6. 快捷及禮貌地接收、處理和確認(rèn)所有的房間預(yù)訂。
7.確保預(yù)訂是根據(jù)酒店房間情況、合適的價(jià)格和付款安排而進(jìn)行。
8.將所有必需的資料準(zhǔn)確地輸入電腦.
9.在每一天結(jié)束時(shí)將所有預(yù)訂單及確認(rèn)信按客人的預(yù)抵日期進(jìn)行存檔。
10.要確保辦公室干凈整潔。
11要確保所有來(lái)電在三聲內(nèi)應(yīng)答。
12.介紹酒店的餐廳、酒吧和設(shè)施。
13.履行日常的工作職責(zé)以及收益經(jīng)理或預(yù)訂部經(jīng)理所分配的其他工作。
14.處理發(fā)出的預(yù)訂傳真。
15.處理歡迎禮遇安排、房車(chē)接送及免費(fèi)項(xiàng)目的申請(qǐng)。
16.負(fù)責(zé)保證每一個(gè)預(yù)訂都有正確合適的資料。這將減少客人在入住和結(jié)賬期間的麻煩。
17.銷(xiāo)售房間時(shí)以獲得最高收入和最高入住率為目的，并要令客人滿意。
運(yùn)用電腦系統(tǒng)工作并要注意電腦的維護(hù)工作。
1.Report directly to the One Touch Service Manager, the One Touch Service Clerk is responsible for handling telephone inquiries, accepting reservations and the subsequent input into the computer system. The Agent must at all times maintain a professional, yet friendly business manner in all guest and client liaison, in correspondence and on the telephone. The Agent is also required to pay particular attention to the use of Guest History facility in OPERA front office system.
2.The OPERA system contains a comprehensive guest history option, and it is the responsibility of the Agent to ensure that Sofitel Harbin has the most accurate and personalized guest history record. This helps to ensure that each guest receives personalized service.
3.The Agent is also responsible for ensuring that all information relating to a reservation is keyed correctly into OPERA. This practice allows the production of correct statistical information, which will in turn enhance the overall Hotel operation.
4.To ensure that every booking made by travel agents contains the relevant travel agent name. This will ensure that the travel agents are billed correctly, and the Hotel does not forfeit revenue due to overpayment of unnecessary commission amounts.
5.Responsible for filing all reservation correspondence daily. Filing must be strictly monitored and filed in a way that ensuring all information is quickly on hand and easily located by all ambassador within Reservation Department.
6.To receive, process and confirm all room reservations in an efficient and courteous manner.
7.To ensure that reservations are processed based on room availability, applicable rates and appropriate billing arrangements.
8.Key in the system with all necessary information accurately.
9.File all reservation orders and confirmation letters according to dates of arrival at the end of each day.
10.Ensure the office area is neat and tidy at all time.
11.Ensure all telephone calls made to the reservation extensions are answered within three rings.
12.Provide general information on hotel restaurants, lounge and facilities.
13.Perform daily duties and any other duties assigned by Revenue Manager or Reservation Manager.
14.Handle requests for complimentary items, arrange limousine transfers and amenities.
15.Ensure every reservation contains correct and applicable information. This will alleviate guest concerns during check in and check out.
16.Sell rooms in a manner that maximizing revenue and occupancy, and at the same time achieve guest satisfaction.
17.Work on the computer system and maintain the computer discipline at all time.