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Job responsibilities of hotel reservation staff and content reservation staff: 1. Accept hotel reservation requirements (room, catering, meeting, etc.). ) through various channels (online, telephone, fax, etc.). ) and properly solve it. 2. Handle the reservations of team and individual travelers. 3. Do a good job of filing the reservation data, so that all the reservation room data can be correctly summarized, and reserve the right for the guaranteed reservation guests who don't 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 achieve the ideal occupancy rate of the hotel, so that all departments can arrange their work reasonably according to the predicted occupancy rate. 6. Provide information feedback and customer dynamic table to the 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 give answers. 8. Finish other work arranged by the department manager on time. Job Description of 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 booking, online booking and letter booking. 4. Deal with reservation business. 5. Reservation confirmation processing and reservation change and cancellation processing. 6. Handling of guaranteed reservation. 7. Deal with the guests who have booked but have not arrived. 8. Handling of overbooking. 9. Group booking. 10, manage the reservation room numbers of important guests and ensure the reputation of the hotel. 1 1. Work closely with the front desk to ensure that guests can stay in the reserved room in time after arriving at the store. Booker's job description: 1, standard Mandarin, polite speech, proficient in Chinese and English typing. 2. Grasp the hotel room status in time to facilitate the smooth booking. 3. Skilled computer operation, patient and meticulous work, enthusiasm, clear language expression, fluent Mandarin, team spirit and good communication.

4. Have excellent service consciousness and professionalism. The flow chart of personal reservation is omitted: the reservation department mainly accepts guest reservations by telephone. When the phone rings, the reservation clerk must pick up the phone within three times and say hello to the guests in Chinese and English. 1, Asking for guest information When answering the reservation, the reservation clerk must ask the guest about the reservation date and the number of rooms, and check whether there are any rooms available on the computer that day. If there is no room available, ask the guest if he would like to be included in the maintenance list. If there is a room available, be sure to ask the following information clearly: 1. 1 guest name (ensure correct spelling) 1.2 company name, and check whether it is a contracted company in the computer. If yes, check the contract price of the company in the computer immediately and report it to the guests. 1.3 arrival and departure dates, and if possible, ask about the specific flights and trains, and whether pick-up service is needed. 1.4 room type, room price, ask the guests any special requirements, such as smoking. 1.5 Name and telephone number of the subscriber. 2. After booking, ask the guest if there is anything else that needs help. 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 fill in the information directly on the reservation form, sign his name and write down the date of accepting the reservation. 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 need more information, contact the guest immediately. 5. Reservation confirmation All fax reservations or e-mail reservations should be confirmed by the reservation clerk to the guests in the same way, and all reservation requirements should be stated when confirming. Holiday telephone reservation needs fax confirmation. 6. Enter the reservation into the computer. After accepting the reservation, the reservation clerk must immediately enter the reservation into the computer and check it, and return it according to the date after confirmation. In case of the peak booking period, it shall be handled according to the emergency principle. 7. Reservation change After receiving the changed fax, the reservation clerk will find out the corresponding reservation order according to the date and change the information. Team reservation: 1. After receiving the fax scheduled by the team, 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 team arrives. For example, 050 1A is Group A in May 1 day. 2. Fill in the reservation form, record the reservation number, and the manager will sign it. 3, in case of computer 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 data 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 change order shall be stamped with the modification chapter and signed. Make a reservation 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, indicate the word "cancel" on the cancellation form, and make a reservation for the record together with the advance order. 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 booked earlier and haven't changed. 9. Check the group reservation three days in advance and pay attention to reading the fax of the travel agency in detail. With travel agencies, mainly rooms and number of people, arrival and departure time, dining situation and special precautions. After checking, write down the names of the group members of the travel agency and affix the confirmation seal for signature. 10. Bookers should reconfirm with the travel agency one day before the arrival of the team and record the names of the team members. If the team changes, 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 reservation information of the next day into the seven-day housing forecast, submit it to AM for review and distribute it to relevant departments. The reservation staff should hand in the reservation form for the next day to the front desk before leaving work. Book VIP and regular rooms 1. Reservation of VIP guests 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 VIP of the next day to prepare for them. The reservation clerk should ask about the specific arrival time of VIP guests and whether they have picked up the plane, and issue a free reception list according to different levels. 2. The room reservation clerk shall notify the front desk, the front office manager and the assistant manager of the lobby after receiving the long room reservation. , and divide the room number in advance, notify the housekeeping department and implement corresponding treatment (welcome fruit basket, etc. ). 3. Special requirements for guest reservation 3. 1 Pick-up/Pick-up principle requires fax, requiring guests to specify flight number or train number. After accepting the reservation, the reservation clerk will give the ticket to the concierge, who will arrange the car. 3.2 leave a message. The message is attached to the reservation form and given to the guest by the reception desk when the guest checks in. Oversubscription is controlled by 1 Overbooking is emphasized because: 1. 1 room is a special commodity with timeliness, and rooms that cannot be sold every day are potential losses day and night. 1.2 Our reservation is always wet, especially when the occupancy rate is high. Whenever we refuse to make a reservation because we have "no room", it is entirely possible that there are vacancies in the back. 1.3 As long as our room occupancy rate does not reach 100%, in a sense, we still have rooms available for reservation. 2. To study overbooking, you need to know the information of CTRL+P regularly at 2. 1, and keep abreast of the room sales and the OO status of available rooms at any time. 2.2 Analyze your C/I work and 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 different room types. 2.4 Do a good job in the combination of upselling and upgrading, and make bold reservations. 2.5 When the occupancy rate is high, it is necessary to double-check the reservation in time, cancel the reservation with water in time, and ensure the correctness of CTRL+D room status. Time: Time varies from place to place. There are still eight hours and two-sided time! ! See for yourself.