预订部经理 Reservations Manager

岗位职责
1、定预订部工作计划，统筹日常预订运营。
Develop work plans for the reservations department and oversee daily reservation operations.
2、对接 OTA、旅行社、协议公司等所有预订渠道，维护渠道关系。
Liaise with all booking channels including OTAs, travel agencies and corporate accounts, and maintain channel
relationships.
3、协同收益落实每日价格、房态管控，根据出租率预判调整预订策略，管控超售，做好预订限流。
Collaborate with the revenue team to implement daily rate and inventory control, adjust reservation strategies based on occupancy forecast, manage overbooking and implement booking restrictions.
4、负责团队预订跟进：团房锁房、名单收集、预抵核对、变更跟踪，做好团队与散客房量平衡。
Follow up group reservations, including group block, guest list collection, pre-arrival verification and amendment tracking, and balance room inventory for groups and FIT.
5、监督预订员工作质量：接听、邮件、线上预订的响应时效、信息录入准确率，复核预订单，减少差错。
Monitor the work quality of reservation agents, including response time for calls, emails and online bookings as well as entry accuracy, review booking orders to minimize errors.
6、负责预订报表分析。
Conduct analysis of reservation reports.
7、团队管理：排班、培训、绩效考核、组织岗位培训。
Team management: scheduling, training, performance appraisal and organizing on-the-job training.
8、优化预订 SOP，规范预订变更、取消、担保、预付、投诉处理流程。
Optimize reservation SOPs and standardize procedures for booking amendment, cancellation, guarantee, prepayment and complaint handling.
9、对接前台、销售、客房，同步 VIP、特殊需求宾客信息，做好预抵服务衔接。
Coordinate with Front Office, Sales and Housekeeping to share VIP and special guest requests for smooth pre-arrival service arrangement.
10、处理复杂预订纠纷、渠道客诉，复盘问题并优化；完成上级安排的其他工作。
Handle complicated booking disputes and channel complaints, conduct reviews for continuous improvement, and complete other tasks assigned by supervisors.
任职要求
1、酒店管理相关专业优先，3 年以上酒店预订主管经验，奢华酒店预订管理经验优先。
Major in Hospitality Management is preferred. Minimum 3 years of working experience as Reservations Supervisor, luxury hotel reservation management experience is a plus.
2、熟练操作酒店 PMS 系统，熟悉各大 OTA、旅行社、协议渠道运作规则。
Proficient in hotel PMS systems and familiar with the operation rules of major OTAs, travel agencies and corporate channels.
3、具备收益意识，了解收益管理逻辑。
Possess revenue awareness and understand the logic of revenue management.
4、良好英文读写听说能力，可独立处理英文预订邮件及外宾咨询。
Good English listening, speaking, reading and writing skills, capable of independently handling English booking emails and guest enquiries.
5、优秀的数据敏感度，熟练 Excel制作报表，善于复盘分析。
Strong data sensitivity, proficient in Excel for report preparation and good at data review and analysis.
6、具备团队管理能力，沟通协调能力强，抗压，善于跨部门协同。
Possess team management skills, strong communication and coordination skills, able to work under pressure and good at cross-department collaboration.
7、细心严谨，原则性强，具备较强服务意识与客诉处理能力。
Meticulous, rigorous and principled, with strong service awareness and complaint handling capabilities.