Job responsibilities of hotel reservation staff and job responsibilities of content reservation staff: 1. Accept the hotel reservation needs (rooms, meals, meetings, etc.) of customers through various channels (online, telephone, fax, etc.) and properly solve them. 2. Deal with the reservations for teams and individual travelers. 3. Do a good job of archiving the reservation materials, so that all the reservation room data can be correctly summarized, and reserve the right for the guaranteed reservation guests who do not arrive at the store on time. 4. Collect relevant information, accurately record and properly handle the guest's reservation change requirements. 5. Provide detailed information of expected arrival guests to relevant departments of the hotel every day; Coordinate and cooperate with all departments to make the hotel reach the ideal occupancy rate, so that all departments can arrange their work reasonably according to the predicted occupancy rate. 6. Provide information feedback and dynamic tables of customers for marketing department and senior decision-making department on a regular basis. 7. Answer customers' telephone inquiries about hotel/air tickets and other product information, and answer them. 8. Complete other work arranged by the department manager on time. The job of the reservation clerk: 1. Pay attention to and master the room status, and provide the best reservation service for customers. 2. Remember the names of important customers and provide them with humanized services. 3. Accept telephone reservations, online reservations and correspondence reservations. 4. Handle the reservation business. 5. Reservation confirmation processing and reservation change and cancellation processing. 6. Handling of guaranteed reservations. 7. Deal with the guests who have booked but have not arrived. 8. Handling of overbooking. 9. Team booking. 11, manage the reservation room number of important guests, and ensure the reputation of the hotel. 11. Work closely with the reception desk to ensure that the reserved guests can live in the reserved rooms in time after arriving at the store. Booker's job specification: 1. Standard Mandarin, polite conversation, proficient typing in Chinese and English. 2, timely grasp the hotel room condition, in order to facilitate the smooth progress of the reservation. 3. Skilled computer operation, patient and meticulous work, enthusiasm, clear language expression, fluent Mandarin, teamwork spirit and good communication.

4. Have excellent service consciousness and professionalism. The flow chart of individual booking is omitted: the reservation department accepts guest reservations mainly by telephone. When the telephone rings, the reservation clerk must pick up the phone within three times and say hello to the guests in Chinese and English. 1, ask the guest information when answering the reservation, the reservation clerk must ask the guest the reservation date, the number of rooms, and at the same time check whether there are any vacancies on the computer that day. If there are no vacancies, ask the guest if he is willing to be included in the repair list. If there is a room available, the following information must be asked clearly: 1.1 guest name (ensure correct spelling) 1.2 company name, and check whether it is a contract company in the computer. If so, check the contract price of the company in the computer immediately and report it to the guest. 1.3 Date of arrival and departure. If possible, ask about the specific flights and trips, and whether you need pick-up service. 1.4 room type, room price, ask the guests if they have any special requirements, such as smoking. 1.5 Name and contact telephone number of the reservation person. 2. After the reservation, ask the guest if there is anything else you need help with. If not, thank the guest for calling to make a reservation and say goodbye to the guest. 3. Fill in the reservation. When accepting the reservation, the reservation clerk can directly fill in the information on the reservation, sign his name and write down the date of accepting the reservation. 4. If the guest makes a reservation by fax or E-MAIL, the reservation clerk must fill in all the information on the reservation form. If there is no room or more information is needed, contact the guest immediately. 5. Reservation Confirmation All fax reservations or E-MAIL reservations shall be confirmed by the reservation clerk to the guest in the same way, and all reservation requirements shall be stated when confirming. Holiday telephone reservation needs fax confirmation. 6. Enter the reservation into the computer. After the reservation clerk accepts the reservation, he must immediately enter the reservation into the computer and check it, and return it according to the date after it is confirmed. In case of the peak booking period, it shall be handled according to the emergency principle. 7. Reservation change After receiving the fax of change, the reservation clerk will find out the corresponding reservation form according to the date and change the information. Team reservation: 1. After receiving the fax of team reservation, enter the correct information into the computer according to the name or group number provided by T/A, and arrange the teams in alphabetical order the day before the arrival of the team. For example, 1511A is the group A on May 1. 2. Fill in the reservation form and record the reservation number, and the handler will sign it. 3, in case of room is very nervous, should promptly report to the superior. 4. Put the completed team order into the reservation cabinet according to time. 5. After receiving the team change order, find out the corresponding team in the computer, take out the information from the data cabinet, and make changes as required. If the name of the tour group does not match, it should be checked and confirmed with the travel agency in time. After the change, the amendment stamp should be stamped on the change form and your name should be signed. Book it with the reservation form and file it. 6. After receiving the cancellation form of the travel agency team, find out the corresponding team in the computer, take out the information from the data cabinet, and cancel the team after checking. After cancellation, mark the word CANCEL on the cancellation form and book it with the reservation form for filing. 7. Restore after cancellation, and the operation is the same as the change. 8. Print a team forecast form every week. At the same time, confirm the team with t/a. Especially for teams that have made reservations earlier and have not changed. 9. Check the team reservation three days in advance, and pay attention to reading the fax of the travel agency in detail. With the travel agency, mainly the room and number of people, arrival and departure time, dining situation and special precautions. After checking, record the names of the travel agency's group members and affix the confirmation seal to sign them. 11. The reservation clerk should reconfirm with the travel agency one day before the team arrives and record the names of the group members. If there is any change to the team, follow up the fax in time. If the room is confirmed, the reservation clerk needs to input the detailed list of the team into the computer. Enter all the next day's booking information into the seven-day housing rate forecast, submit it to AM for review and distribute it to relevant departments. The reservation clerk should forward the reservation form for the next day to the front desk before leaving work. Reservation of VIP and regular rooms 1. After accepting the reservation of VIP guests, the reservation clerk should report to the superior leader and the person in charge of room service, and also report to the assistant manager of the lobby for the next day's VIP to prepare for them. The reservation clerk should ask about the specific arrival time of VIP guests, whether there is pick-up or not, and open a free hospitality list according to different levels. 2. After receiving the reservation of the long room, the room reservation clerk should inform the front desk, the manager of the front office and the assistant manager of the lobby, etc., and divide the room number in advance, notify the housekeeping department and implement the corresponding treatment (welcome fruit basket, etc.). 3. Special requirements for guest reservation 3.1 Pick-up/pick-up/pick-up principle requires a fax, and the guest is required to indicate the flight or train number. After accepting the reservation, the reservation clerk will open the ticket to the concierge, and they will arrange the car. 3.2 Leave a message. Attach the message sheet to the reservation list, and the reception desk will give it to the guests when they check in. Overbooking control 1. Emphasize that overbooking is because: 1.1 rooms are a special commodity with timeliness, and rooms that are not sold every day are potential losses day and night. 1.2 Our reservation is always wet, especially in the case of high occupancy rate. Whenever we refuse a reservation because of "no room", it is entirely possible that there will be vacancies later. 1.3 As long as the occupancy rate of our rooms does not reach 111%, in a sense, we still have vacancies to accept reservations. 2. Learning to overbook requires that everyone can always know the information of CTRL+P, and always keep track of the room sales status and available room OO status. 2.2 Analyze the C/I work in your, so as to learn to judge the approximate reliability of orders. 2.3 Maintain enough flexibility, fully grasp the characteristics of room types, and know how to make up for each other with different room types. 2.4 Make a good combination of UPSELL and UPGRADE, and make bold reservations. 2.5 When the occupancy rate is high, it is necessary to check the reservation list repeatedly in time, and cancel the reservation with water in time to ensure the correctness of CTRL+D room status. Time: Time varies from place to place. There are also eight-hour time and two-sided time! ! See for yourself.