预订文员 Reservation Agent

【职位描述】
预订文员负责准确记录和处理预订，并通过积极主动的销售和追加销售技巧最大限度地提高客房销售额。
我将做些什么？
作为预订员，您将负责按照最高标准执行以下任务：
• 完成希尔顿大学课程并通过考试。
• 熟悉酒店产品知识和活动。
• 最大限度地提高客房销售额和酒店收入，优先考虑向上销售。
• 每天检查所有新预订、取消或更改预订，确保传递给相关部门的信息正确无误。
• 每天检查抵达客人或 3-5 人的团队，确保客人信息、要求和价格信息正确无误。
• 履行秘书职责，包括准备信件、维护文件、发送传真和电子邮件等。
• 始终保持销售态度，不错失酒店的任何销售机会。
• 发展预订团队、团队和旅游团队，最大限度地提高所有咨询的收入。
• 确保所有佣金正确无误并及时跟进。
• 确保将所有拒绝业务的原因归档。
• 确保所有信件都已相应归档，并提供正确和最新信息。
• 遵守酒店信贷政策，确保所有预测收入都能实现。
• 遵守规定的客房供应和价格控制。
• 按照预订程序维护并更新客人信息和销售数据。
• 保持高水平的宾客服务标准。
• 确保所有信息输入正确无误。
• 密切关注团队成员的要求，包括关注每个团队成员的工作量和职责，以满足运营需要。
• 始终保持工作区域干净整洁。
• 遵守公司有关预订的所有政策。
• 遵守酒店规定的所有制度和程序。
• 优先保证预订质量。
• 严格遵守品牌标准。
• 履行分配的其他合理职责。
The Reservation Agent is responsible for the accurate recording and processing of reservations as well as the maximization of room sales through pro-active selling and up-selling techniques.
What will I be doing?
As the Reservations Agent, you will be responsible for performing the following tasks to the highest standards:
• Complete Hilton University courses and pass the tests.
• Familiar with hotel product knowledge and activities.
• Maximize room sales and revenue for the hotel, prioritizing up-selling.
• Check daily all new reservations, cancel or change reservations, make sure information passed to relative departments are correct.
• Check arrival guests or groups of 3-5 daily, making sure the guest information, requirements and price information is correct.
• Perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, email, etc.
• Always maintain a sales attitude, 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 are correct and followed-up on promptly.
• Make sure all reject business is filed with the reasons.
• Ensure that all correspondence has been filed accordingly, with correct and updated information.
• Comply to the hotel credit policy and make sure all forecast revenues are met.
• Comply with set rooms supply and price control.
• Maintain and update guests’ information and sales data by reservation procedures.
• Maintain high level guest service standards.
• Ensure all information input is correct.
• Keep close attention to team members’ requirements, including attention to every team member’s workload and duties, to fulfil operation needs.
• Maintain clean and tidy work areas at all times.
• Comply with all company policies relating to reservations.
• Comply with all systems and procedures as laid down by the hotel.
• Prioritize the quality of reservations.
• Strictly follow brand standards.
• Carry out any other reasonable duties and responsibilities as assigned.
我们在寻找什么？
为希尔顿品牌服务的预订员始终代表我们的客人工作，并与其他团队成员合作。要成功胜任这一职位，您应保持以下态度、行为、技能和价值观：
• 热情好客：我们热衷于提供卓越的宾客体验。
• 诚信：我们始终做正确的事
• 领导力：我们是行业和社区的领导者
• 团队合作：我们是团队中的一员
• 主人翁精神：我们是行动和决策的主人。
• 立即行动：我们以紧迫感和纪律性开展工作
• 大学毕业生。
• 精通中英文书面和口语，满足业务需求。
• 良好的人际关系和沟通技巧。
希尔顿是全球领先的酒店管理公司，业务涵盖从豪华的全方位服务酒店和度假村到长住套房和中等价位酒店等住宿领域。近一个世纪以来，希尔顿一直为商务和休闲旅客提供最优质的住宿、服务、设施和价值。希尔顿致力于延续其传统，为全球品牌提供卓越的宾客体验。 我们的愿景是 "让热情好客的光辉洒满人间"，我们的团队团结一致，每天在世界各地创造非凡的酒店体验。 而我们出色的团队成员正是这一切的核心！
What are we looking for?
A Reservation Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Hospitality: We are passionate about delivering exceptional guest experience.
• Integrity: We do the right thing all the time
• Leadership: We are leaders in industry and our communities
• Teamwork: We are team players in everything we do
• Ownership: We are owners of our actions and decisions.
• Now: We operate with a sense of urgency and discipline
• University graduate.
• Excellent command of written and spoken in English and Chinese to meet business needs.
• Good interpersonal and communication skills.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!