Reservation Team Leader 预订部领班

工作职责：
熟悉了解酒店产品知识，以及相关活动。同时对酒店及周边的产品知识具备高度的认知。实现客房销售和收益的增长，其中以客房促销最为重要。及时高效的处理来自不同渠道的预定。每日检查当日所有新预定，取消或变更的预定，确保信息准确无误及时通知相关部门。 每日检查3-5日的预抵散客及团队预定确保客人信息，需求，价格等信息准确无误。 完成当班文秘工作，具体包括准备往来文件，文件的归档，发送传真，电子邮件等。一直保持积极的销售态度，不错失酒店范围内的任何销售机会。确保佣金需求被正确，及时的跟进。确保所有的被拒业务根据原因加以归档。确保所有往来文件被及时归档，其信息准确无误。遵守公司的信用制度并确保所有预期收益能被及时收取。同意并实施以行动去提高对客服务的质量。积极地寻找获取客人和员工的反馈意见的每一个机会。向每一位客人介绍希尔顿荣誉客会以及其优惠政策。尽可能的招募更多的客人加入希尔顿荣誉客会。认知会员客人，确保希尔顿荣誉客会会员客人收到个性化、专业的服务以及相应的优惠政策。
15.以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向客服中心经理或宾客服务经理报告，并从中学习。
16.必要时及时有效的处理客人的投诉，知会客服中心主管或宾客服务经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。
17.记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。
18.确保所有的客人要求和问题都迅速和有效地响应和处理，同时在每日高峰期的时候给予他人帮助。
Job Description：
Familiar with hotel productknowledge and activities.Maximize room sales andrevenue for the hotel, prioritizing up-selling.Check daily all newreservations, cancel or change reservations, make sure information passed torelative departments are correct.Check arrival guests or groupsof 3-5 daily, making sure the guest information, requirements and priceinformation is correct.Perform duties ofsecretarial nature including preparing correspondence, maintaining files,sending faxes, email, etc.Always maintain a salesattitude, not losing any sales opportunity in the hotel.Develop the Reservations and Group& Tour teams to maximize revenue on all enquiries.Make sure all commissions arecorrect and followed-up on promptly.Make sure all reject business isfiled with the reasons.
10.Actively seeking verbal feedback from customers andteam members at every opportunity.
11.Agree on and implement actions to make improvementsto customer service.
12. Promote Hilton Honors and its associated benefitsto guests who are not already enrolled in the program, ensuring that existingHilton Honors members receive personal and professional service that recognizesthem as important guests and that their benefits are received.
13.Positively deal with and learn from customers’complaints and comments with follow-up and feedback to the related Communication Manager / Guest Service Manager.
14.Handle complaints promptly and efficiently, takingthe necessary action and informing the Communication Manager / Guest ServiceManager to follow-up where appropriate.
15.Follow-up with guests to ensure satisfaction withproblem resolution (service recovery).
16.Maintain guest history records to assist withreturning guests.
17.Make sure all customer requests and queries areresponded to promptly and effectively while assisting on the floor during peakperiods each day.