预定部文员/主管

JOB OVERVIEW 职位概述
To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets.
通过电话,传真,邮件快速有效得记录完成所有预定，使销售额达到酒店预期目标。
DUTIES AND RESPONSIBILITIES 工作职责
• Handles inquires and bookings in accordance with the department’s routine.
按照部门工作程序处理客房的预订和咨询。
• Reviews and deals with the daily reservation.
检查处理日常预定工作。
• Processes cancellation/amendments to reservations （extension, early departure）.
处理取消，更改预订（诸如：延住和提早离开等等）。
• Be aware of rate changes/ special offers/ promotions/close out dates.
悉知房价变动，特殊安排，各种促销活动和预订截止日期。
• Monitors reservation levels and inform Managers on current and future occupancy rates.
监控预订情况并通知预订部经理目前和未来的住房率。
• Prepare Reservation reports.
准备预订部报表。
• Maintains high level of telephone skills to meet hotel standard.
按照酒店标准保持高水准的电话应答技巧。
• Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests.
确保对酒店产品知识和服务高度的理解以便向客人解释并且销售酒店服务和设施。
• Handles and follows up allotments, waiting lists and customer deposits.
处理、跟进配合，团队名单及预定押金。
• Ensures correct and relevant information to the Operating departments so that customer’s expectations are satisfied.
确保将正确的信息传达致相关的运作部门保证客人的要求能够实现，达到客人满意。
• Promote the Hotel’s （and IHG generally） products and services.
宣传酒店的产品和服务。
• Maintain a high level of product and service knowledge about all IHG Hotels in your region.
对于区域的洲际酒店产品和服务相关知识有很好了解。
• Accept wait list reservations.
接受等待预定。
• Manage “no show” reservations by investigation and recording of same.
通过调查和记录处理“no show”的预定。
• Record special billing arrangements for groups and conventions.
根据团队的协定记录有特殊需求的账单信息。
QUALIFICATIONS AND REQUIREMENTS 任职要求
Required Skills
技能要求
• Proficient in the use of Microsoft Office.
精通微软办公软件。
• Problem solving, analytical, reasoning, motivating, organizational and training abilities.
具有解决问题，推理，号召，组织和培训能力。
• Good writing skills.
良好的写作技能。
Qualifications
学历
• High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent.
具有高中学历或酒店行政管理，酒店管理或相关的职业证书。
Experience
经验
• 1 years of relevant experience or similar supervisory role, or an equivalent combination of education and work-related experience.
1年相关工作经验或类似的管理经验，或与此相当的教育与工作经验结合的背景。