Reservation Agent预订文员

FINANCIAL RETURNS财务回报
· Sell the IHG products and services using up-selling and suggestive selling techniques.
熟练运用从高端销售和启发销售技巧积极销售洲际酒店集团的每一种产品和服务。
· Promote the Hotel’s (and IHG generally) products and services.
推广洲际酒店集团的每一种产品和服务。
· Maintain a high level of product and service knowledge about all IHG Hotels in your region.
熟悉本地区所有洲际酒店集团的产品和知识。
· Develop and maintain a regular pattern of sales calls.
发展和维护常规电话销售模式。
· Prepare and execute action plans which increase reservation sales and associated business.
为提高预订和相关业务制定并实施行动计划。
· Record and process reservations made by phone/fax/email.
电话/传真/电子邮件预订需准确输入预订系统。
· Accept wait list reservations.
接受预订等待。
· Process amendments to reservations such as extensions, early departures, etc.
处理延迟，早退等预订更改。
· Manage “no show” reservations by investigation and recording of same.
调查并记录预抵未达预订。
· Record special billing arrangements for groups and conventions.
准确输入团队和会议团体的特殊付款方式。
· Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval.
有信贷要求的预订须与前厅部和财务部经理保持密切联系优先沟通。
· Maintain knowledge of special rates, offers, promotions.
高度了解所有特价、报价、推广价。
· Monitor reservation levels and inform Managers of current and future occupancy rates.
监控预订情况随时向经理汇报现在和将来的住房率。
· Prepare reservation sales reports.
定期准备销售报告。
PEOPLE员工团队
· Demonstrates co-operation and trust with colleagues and teams and across organisational boundaries. Participates as a team player and establishes strong working relationships to deliver positive results.
充分展示对同事及整个团对的合作与信任,交叉组织结构的界线.作为团对的一员要加强与同事之间的工作关系以便积极地完成任务。
· Works comfortably and effectively in an environment of ambiguity or change; is receptive to new ideas and responds to workplace changes with flexibility and optimism.
在不明朗及不断变化的环境中保持舒适有效率的工作; 善于接纳新观念,灵活乐观地响应工作中的变化。
· Sets high performance standards and pursues aggressive goals. Strives for constant improvements, takes responsibility for achieving business results, and perseveres despite obstacles.
通过设置更高的业绩标准和设立更富有挑战性的目标来获得更多的竞争力。争取持续的进步、协助业绩的完成，排除困难持之以恒。
· Work effectively with customers and colleagues from different viewpoints, cultures and countries
与持有不同观点，具有不同文化背景及来自不同国家的客户与同事高效合作。
GUEST EXPERIENCE宾客体验
· Builds and maintains relationships with internal and external customers. Understands and anticipates customers’ needs, takes action to address customer needs, and strives to exceed customer expectations.
与客人建立并保证良好的关系以满足客人的需要。采取行动满足客人的需要以符合他们的期望。理解和预见客人需要,立即采取行动努力最终超越客人的需要。
RESPONSIBLE BUSINESS企业责任
· Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines ensure your direct reports do the same.
· 了解职业健康及安全政策和程序，并确保所有的程序都是在职业健康与安全职责指导方针下安全的执行。
· Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
· 了解应注意的事项并坚持职业、健康和安全法规、政策和程序。
· Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
· 熟悉财产安全、急救和消防及应急程序， 安全机警地使用设备。
· Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
· 能对危险情况采取行动并就可能发生的危险向主管报告。
· Log security incidents and accidents in accordance with hotel requirements.
根据酒店要求记录安全事件和事故。