1.直接向一键式服务中心经理汇报工作，一键式服务中心文员要负责处理电话查询,接受预订并输入电脑系统。文员在任何时候都要保持专业化的表现，用友好的商务行为於书信和电话联系上对待所有的客人。文员要特別注意运用OPERA系统中的住客记录。

2.OPERA系統中有住客记录功能，文员要确保哈尔滨索菲特酒店有最准确及个人化的住客记录。这可令每位客人享有個性化的服务。

3.文员要负责所有的预订资料准确的输入 OPERA系统中，并将错误减到最少。准确真实的统计资料将协助酒店的正常运作。

4.要确保任何一个旅行社的预订都要有相关旅行社的名称，使账单能发到正确的旅行社，并使酒店不会因不必要的佣金费用而蒙受损失。

5.负责把所有预订资料归档。存档必须严格管理，使员工能迅速地找到已经存档的资料。

6. 快捷及礼貌地接收、处理和确认所有的房间预订。

7.确保预订是根据酒店房间情况、合适的价格和付款安排而进行。

8.将所有必需的资料准确地输入电脑.

9.在每一天结束时将所有预订单及确认信按客人的预抵日期进行存档。

10.要确保办公室干净整洁。

11要确保所有来电在三声内应答。

12.介绍酒店的餐厅、酒吧和设施。

13.履行日常的工作职责以及收益经理或预订部经理所分配的其他工作。

14.处理发出的预订传真。

15.处理欢迎礼遇安排、房车接送及免费项目的申请。

16.负责保证每一个预订都有正确合适的资料。這将减少客人在入住和结账期间的麻烦。

17.销售房间时以获得最高收入和最高入住率为目的，并要令客人满意。

运用电脑系统工作并要注意电脑的维护工作。

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.