预订部经理 Reservation Manager

1.领导和鼓励预订团队实现一贯的万达酒店集团关于预定测试电话规范的好成绩。 Consistently deliver high scores of Wanda Group Evaluation Call by leading and motivating the Reservation Sales Team.
2.始终保持服务质量和专业精神，满足和超越客人的预期值。 Achieve a level of service quality and professionalism that consistently meets and preferably exceeds the expectations of guests. 3.迅速解决客人投诉、问讯和要求等运营问题和请求。在客服方面实行全面、积极的解决方法。 Attend to major operational problems and needs promptly including customer complaints, enquiries and requests. Practice positive problem solving in all aspects of customer service. 保持4.员工对“客户”需求的关注和重视，尽可能提供个性、体贴的服务，充分、有效的利用管理技能鼓励和激发员工的工作积极性。 Maintain staff focus on ‘the Customer’s need’, individualizing and personalizing service where possible, use your supervision skills effectively to encourage and motivate staff.
5.掌握关于酒店住房的术语如房价、房态。酒店设施等相关知识。根据预订情况更改现有的预订并且预测现有的和未来的预订情况。 To "master" the room product in terms of rates, layout and physical attributes, breakdown/configuration, benefits and amenities, etc. To give current update on reservation trends and forecasts for current and future dates.
6.通过合适的途径。向客人提供优质服务和最新。最准确的信息。 Provide services and information to guests that is the most accurate and up to date possible, and is delivered to the guest in the most meaningful way.
7.鼓励客户对酒店的硬件、服务提出意见，认真倾听，然后对客户意见采取针对性的举措。要不断的提高对客服务水平，确保赢得客人最大程度的满意热忱的关注。
Encourage customer feedback regarding product and services in the Hotel. Listen to and take action on this feedback and monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.