预订员 Reservation Agent

岗位职责:
Delight Guest和悦宾客
1.Practice the service culture SHINE with Service Essence Training.
对客服务中践行《服务精髓》中SHINE的服务文化要求。
2.Solve the guest complaints with service culture E-Leap within Service Recovery Training.
当客人向我们表达不满情绪时及时担负责任，并践行《服务补救》中的E-LEAP服务文化原则。
3.Personal grooming, hygiene and courtesy are in line with hotel and brand standards.
个人仪容仪表、卫生及礼貌礼节符合酒店和品牌标准。
4.Strictly adhere to service processes and brand standards, and convey the essence of the brand to our guests to improve guest experience and brand perception.
严格遵守服务流程和品牌标准，向我们的客人传递品牌精髓的信息以提高客人体验感和品牌感知度。
5.To provide prompt, courteous and efficient telephone service to guests at all times responsible for the communication between Guest Service Centre guests and other departments so as to achieve the highest consistent standard of services.
在任何时间确保给客人提供及时、礼貌、高效的电话服务，负责客人与酒店内部各部门的电话沟通。
6.Have a full working knowledge of all aspects of the telephone and interface of Reservations system and operation procedures of equipment.
对电话、预订系统以及各项设备的使用有全面的了解。
7.Update yourself with all facts of the hotel services and facilities including room types, room rates, relative features and F&B outlets, SPA and Heath Club, etc.
对于酒店各方面的服务及设施，包括房间类型、房价、相关特色及餐饮部、SPA 及健身中心等的促销有一定的了解。
8.Records and controls accurately wake up calls.
满足客人需要被叫醒的要求。
9.Answer all incoming calls within 3 rings and all guest calls are handled immediately without delay.
确保所有内部电话在响后三声内接听，所有客人电话都应该专业地处理好。
10.Responsible for ensuring that all information relating to a reservation is keyed correctly into system. This practice allows the production of correct statistical information, which will in turn enhance the overall Hotel operation.
要负责所有的预订数据准确的输入系统中，并将错误减到最少。准确真实的统计资料将协助酒店的正常运作。
任职资格:
Good health
身体健康
Good communication
良好的沟通技能
Pleasant looking
五官端正
Good at verbal English & Mandarin
良好的普通话及英语的口语
QUALIFICATIONS / TRAINING
学历/培训 College degree or above
大专及以上学历
Detail oriented
注重细节
Positive attitude/role model Initiative
态度端正/有以身作则的意识
Customer Service Oriented
富有服务意识
Good interpersonal skills
良好的与人沟通的能力
Enthusiastic 热情
Organized 有条理
Computer Skill
计算机技能
Ability to shifting work
能适应倒班工作