Reservations Agent 预订文员

SCOPE 岗位概述
Theincumbent of this position is responsible to materialize the maximum number ofrequests and reservations.
该岗位需要将客户需求和预订数量最大化。
Main responsibilities 主要职责
Review daily reservationaccuracy, rate compliance from segment and source, be able to make timelyfeedback to the room condition and further report to the superior. Skillfuloperation the third-party platform to control the room status and modify theprice.
审阅每日预订的精确性，房价与市场代码和来源相匹配，能够及时的对房态情况做出反馈，并进一步汇报给上级，熟练掌握第三方平台开关房态及修改房价。
Can always maintain a warm andfriendly service attitude to guests. Ensure clients’ satisfaction and adherenceto Kempinski service standards.
能够一直对宾客保持热情友好的服务态度，确保客户满意度保持凯宾斯基服务标准。
Handle guest mailprofessionally, follow email etiquette standards, strictly follow internalcredit policy.
专业处理客人的邮件，遵循邮件礼仪标准，并严格执行内部信用卡规则。
Audit the OTA platformreservation daily to ensure the accuracy of monthly statement.
每日审核第三方平台预定，保证月度对账单的准确性。
Check the price of the OTA platformevery day to ensure the price consistency. If there is an agency sells lowerrate or violation operation bookings, we can find out the reason in time anddeal with it immediately. We will place a test order and follow up thesolution.
每日检查第三方平台，确保价格一致性，如发现有代理以及违规看板的扣分情况，能够及时找到原因并立即处理，会下测试单，并进一步跟进解决。
Be familiar with all kinds of room packages launched by the hotel, andlaunch relevant room packages on the OTA platform, communicate well withrelevant operating departments, and promote room packages to guests through Wechatand other tools of the enterprise.
熟知酒店推出的各类客房套餐， 并在第三方平台上线相关图文产品，做好与相关运营部门的沟通工作，利用企业微信等工具向客人推广客房套餐。
Daily statistics ofcancellations and no-shows. Follow up on lost business and report to departmentsuperiors.
每日统计取消和未入住的预定情况，跟进丢失的生意并及时告知部门主管。
Daily check the reportsinvolved in booking, such as arrivals by name report, airport pick-up report,trace report,duplicate booking report, etc., and carefully check theaccuracy of booking, avoid double booking, and solve all trace onthe day.
每日检查预订所涉及报表，比如挂账的预抵预订报表，接送机报表，留言报表，重复预订报表等等，并认真核查预订的准确性，避免重复预订，解决所有当日留言。
Check all fit and group reservations made on the day and all VIP reservations booked on theday and the next day to ensure the accuracy of the reservation, ensure that allreservations are guaranteed during high occupancy, update the reservationdirectly connected to the system booked the night before and the day.
检查当天所做散客及团队预订和所有预抵VIP，检查当天和次日入住的所有预定,确保预定的准确性，在高出租率时确保所有预定都进行担保,及时更新前一天夜里和当天预订的系统直连的预订。
Answer telephone calls instrict accordance with hotel standards. Test calls KEA results > 90%.
严格按照酒店接听电话标准接听客人电话，达到KEA分数 > 90%。
Complete the daily upsell goal,calculate upsell revenue weekly and report to supervisor.
每日完成自己的增销目标，每周统计增销额，汇报给主管。
Be familiar with Discovery membershippolicy, promote Discovery membership to guests, and encourage guests to enrollDiscovery membership.
熟知探索之旅会员政策，向客人推广探索之旅会员制度，鼓励客人加入探索之旅会员。
Skilled use of the hotel'sofficial website booking process and content, to introduce more guests to useour official website book room.
熟知酒店官网的预定流程和内容，向更多的客人介绍使用我们的官网预定房间。
Strictly follow the departmentschedule and punch card every day according to hotel policy.
严格遵守部门班次安排，按照酒店规定每日上下班打卡。
Actively participate in various banquets, catering, training,competitions and other activities organized by the hotel, obey the arrangementof department.
积极参与酒店组织的各类宴会，餐饮以及培训，竞赛等活动，服从部门安排。
Complete other tasks in time assignedby management.
在指定时间内，完成其他管理层指定的工作。
Participate the Lobster ink training according tothe hotel and brand requirements every month, complete the test course on time.
每月按照集团及饭店要求参加龙虾墨培训，并按时完成测试课程。
Complete the temporary job assigned by the reporting leader.
完成上级安排的临时性工作。