ESSENTIAL DUTIES AND RESPONSIBILITIES  主要工作职责： 1.To assist S&M department in ensuring that the Departmental Operating Budget is adhered to and that all costs are strictly 协助销售部达成部门预算 2.Be able to stand or making his/her own decision, even superior is not around 能够做正确的判断和决定 3.Initiates action to ensure guest comfort, safety and satisfaction 确保客人的舒适性，安全性和满意度 4.Train reservation agents to meet its standard 培训预订部文员达到预订部要求和标准  5.Applies policy and procedure guidelines to solve problems in terms of guest complaints and others 处理并解决客人的投诉和其他问题 6. Coordinates with the team in order to maintain an effective atmosphere and an efficient service 和各部门良好合作，保持有效工作的氛围和高效的服务 7.To follow policy and procedure in confirming room rate and deposit based on management courtesy 根据酒店政策确认房价和要求预付款 8.Be proactive in assisting reservation with all requests, ensure that the explanation is clear and updated, handle with helpful manner and friendly, and utilize guest name at all the times 积极主动地协助客人所有预订需求，乐于助人，确保清楚地解释和更新，沟通中称呼客人名字。 9.Handling reservation and ensure getting all complete names, flight details, method of payment as well as correct contact details. 处理预订，确保获得客人所有客人全名，航班信息，付款方式以及正确的联系方式 10.To arrange and organize guest request with other department , ensure that all is in order 与其它相关部门沟通并组织安排客人的要求，确保准确无误 11.To provide accurate information for other department in related to guest preference, time of arrival and departure mentioned on the booking 把客人的喜好，到达/离店时间等准确信息提供给到相关的其他部门 12.Ensure that all enquiries are answered promptly and do necessary remark /highlight for any specific request 及时答复所有问询，对于客人特殊需求要做好必要的记录/强调 13. To update all guest profiles based on Corporate office standard 根据总部的标准，更新客人的profile 14.Cross checking "booking report" and " Expected Arrival report" generated by ACR/GDS/WEB to avoid discrepancies as well as ability to making sure interface is working in order 检查ACR/GDS/WEB的预定，以避免漏失，同时检查Interface工作是否正常 15.Work with Reservation Center closely, in order to make sure guest’s booking going on smoothly. 与预定中心密切合作，保证客人的预定准确顺畅的进行 16.To improve and update knowledge of job, hotel facilities in general and be familiar with Aman resorts properties 提高更新工作相关知识，酒店设施，并熟悉所有安缦酒店 17.To work with other Front Office staff to coordinate a smooth operation 和前厅部同事合作，确保日常运营顺畅 18.Communicate with other department on any case to maximize guest satisfaction 有情况时与其它部门沟通，以提升客人的满意度 19.Always up sell room and guest activities to maximize hotel revenueUp sell 房型和宾客活动，使酒店收益最大化