PRINCIPAL RESPONSIBILITIES 主要职责
•Ensure commercial management techniques of availability control are applied to achieve a maximisation of room revenue for the hotel.
在控房方面运用商业的管理技巧使酒店的住房收入达到最大值
•Supervise the taking of reservations and operate systems in accordance with company standards.
根据集团标准，监控订房及运作系统
•Initials, reviews and checks all reservations accepted by Reservation Sales Agents.
主动复查所有预订销售中心接待员的订房
•Make sure all reservations received are correctly input into the system without delay
确保所有接到的预订准确及时地录入电脑
•Ensure accurate advance booking count and forecasting is carried out.
准确预计并提交未来订房趋势
•Manage group blocks to ensure accuracy of business on the books
做好团队预留房并确保已订房的准确性
•Ensure all refused business is recorded with reasons of refusal
确保所有被拒绝的预订记录在案并附上原因
•Ensure the department operates with a sales attitude and all personnel are aware of Sales opportunities within the hotel which will assist with the maximization of revenue.
确保本部门以专业的销售态度运作, 所有员工有高度的销售意识,明确酒店内所有能够增加酒店收入的销售机会
•Adhere to all company credit policies to ensure all revenue expected will be received
遵守所有的客户信用制度以确保收回所有的应收账
•Ensure all activities and traces are followed up on in a timely manner and results of such recorded
确保所有需跟进事宜按时完成,并记录跟进结果
•Update and maintain of guest history and collecting market information
更新并保留所有的客人历史资料并且收集市场信息
•Responsible for an up to date clear filing system
保持准确清晰的存档系统
•Update selling scripts when of benefit to ensure user friendliness and maximization of key benefits.
时时根据业务状况更新销售短语,保证用户熟悉以最大化主要收益.
•Keep the reservation sales centre team with the updated hotel information: Including Room, Rate, F&B promotion and all guest related information, ensuring the delivery of friendly and efficient guest service
将酒店的最新信息及时传达至预订销售中心所有员工，包括：房价，餐饮推介及其他与客人有关的信息，确保向宾客提供符合品牌要求的服务体验。
•Stock inventory taking for all necessary stationeries and forms.
储备所有必需的文具及表格
•Maintains cleanliness and tidiness of the department
保持部门办公室内的卫生及整洁
•Handling guest complains
处理客人投诉
•Take responsibilities for all departments errors and problems and rectify them.
积极勇于承担本部门的错误及问题并及时处理做出改进
•Responsible for all necessary training for the reservation agents to make sure that a professional service could be provide for the guest and develop team members’ skills and performance actively through coaching and training.
负责本部门员工的培训以确保为客人提供专业化的服务并且通过培训提高本部员工的工作质量
•Develop and maintain a high level of communication with all major sources of business, competitors and all national sales offices and advise Revenue Manager of any feed back.
与主要的客源、竞争酒店及所有国内销售部门发展并保持有效沟通，并将反馈告知收益经理。
•Ensure the well being of all reservations departmental personnel, compile departmental working schedules and ensure department meetings are held daily
确保本部门每一位员工状态良好，遵守所有工作安排并且每日举行部门例会
•Keeps the Revenue Manager informed of all developments in the Reservation Department
将本门所有进展信息及时告知收益经理
•Work with Pre-set budgetary limits
将工作成本控制在预算内
•Comply with all company policies relating to reservation sales centre
遵守所有与预订销售中心有关的制度
•Comply with all systems and procedures as laid down the Revenue Manager
遵守收益制定的所有程序与系统
•Confirm availability control and overbooking decisions with the Revenue Manager
与收益经理确认控房及超预订决策
•Responsible for updating the hotel service directory.
负责更新酒店服务指南。
•Responsible for maintaining the FCS system.
负责维护FCS系统。
•Monitor the IDD call and broadband revenue in comparison to cost, identify opportunities to enhance hotel revenue.
监管国际电话和宽带的净收入，发现能够增加酒店收入的机会。
•Monitor the type and quality of service request through FCS and identify if there are any service shortfalls.
通过FCS监管服务质量，找出服务存在的缺陷。
•Conduct telephone service standard evaluations for all departments on a monthly basis and report any deficiencies to the relevant Manager.
负责酒店月度电话礼仪考核，并向相关部门经理提供评估报告。
•Review reports available from the PABX system and review the average hold time, volume of calls per hour, percentage of answered calls, average call duration etc. Training and manpower allocation must be aligned with this information.
利用PABX报表数据分析话务量，包括平均用时，每小时的电话量，接话百分比，平均电话时长等。参考以上数据安排培训和人员班次。
•Ability to accurately take information and process guest requests into various information systems such as Micros, FCS or Opera.
能准确获取信息并将宾客的要求输入不同的信息系统，例如：Micros，FCS，Opera。
•Liaise and work closely with other departments to resolve any operational issues impacting the guest service。
与其他部门保持紧密联系，解决日常营运遇到的问题。
•Ensure regular maintenance is implemented.
确保设施设备定期维护。
•Monitor the inventory of various telephone sets, PDAs, headsets.
监管各种电话设备，PDA，耳机的使用和库存数量。
•Fully understand hotel FCS, PABX including call accounting & voice mail systems and be familiar with the PMS; able to perform basic trouble shooting.
能熟练使用FCS,PABX（包括话费结算，语音信箱系统）和PMS系统，并排除基本故障。
•Coordinate service calls by system providers to ensure minimum downtime of all communication systems during the maintenance.
负责与系统供应商协作，确保所有通讯系统得到良好的维护保养。
•Be familiar with hotel emergency procedures e.g. fire alarm
熟悉酒店紧急情况处理程序，例如：火警的处理。
Others 其他
•Perform any duties as assigned by the management deemed necessary.
执行任何管理层交付的工作。
