集群预订员Cluster Reservation Agent

Answer all phone calls promptly and in a friendly manner 以积极友好的态度回答每一个电话

Ensure the phone calls are answered within 3 rings whenever possible and that following the standards of a Marriott Reservation call 确保在电话铃声响起3声内接起电话并借严格按照万豪预定销售标准来完成预定

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

Handle all incoming faxes and reply to customer in a courteous manner 礼貌有效地处理传真

Process and respond to reservation requests efficiently and effectively, all reservation confirmation requests should be handle within 24 hours 积极有效地回答所有疑问，所有已完成的预定必须在24小时内给出确认

Handle reservation requests from other departments 有效处理各部门的预定要求

Understand the hotel’s policy in cancellation, no-show and credit facilities 了解酒店的更改，取消，客人未到的政策·

Check and follow all traces on a daily basis 检查并且根据当天的情况来解决问题

Check and file all necessary reports on a daily basis 检查并装订每天必须的所有报表

Be aware at all times of the selling status, rates, packages and groups coming into the hotel 熟悉并且了解酒店当天的销售情况，包括房价，促销，当天的入住团队

Know and understand the hotel selling strategy for maximizing hotel occupancy and revenue. Strive to follow the strategy when selling the hotel to prospective guests by 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。

Complete understanding of MARSHA, Oscar and Fidelio Front Office systems 完全了解酒店的系统，包括MARSHA,Oscar 和 Fidelio

Be able to clear the error log & Marsha queues 能够很好地处理误差登记和Marsha Q

Be knowledgeable of Marriott Rewards program and Frequent Flyer programs and the reservation procedures applicable to that program 熟悉万豪礼赏计划和各个航空公司里程计划并运用到预定程序中·

Have specific knowledge of hotel layout and design of each guestroom. Be familiar with the surrounding area as well as other Marriott hotels nin the area 了解酒店及客房的布局。熟悉本酒店附近所有的万豪集团酒店地理位置，以便可以随时交叉销售