MAJOR
RESPONSIBILIES责任概要:
·
To do whatever it takes to provide exceptional
service for our external and internal customers and to strive for excellence to
achieve customer satisfaction.
尽可能为内部和外部客人提供优异的服务，以创造更加出色的客人满意度
·
Responsible for
soliciting and managing of reservations sales-related opportunities.
Manages and provides training and work
assignments to Reservations staff.
Actively up-sells each business opportunity to maximize revenue
opportunity.
Achieves personal and team
related revenue goals.
Responsible for
driving customer loyalty by delivering service excellence throughout each
customer experience.
Provides service to
our customers in order to grow share of the account on behalf of the company.
负责预订和管理与销售相关的机会。管理并为预订部人员提供培训和工作分配。积极向上销售每个商业机会，使收入机会最大化。完成个人和团队相关的收入目标。负责通过在每次客户体验中提供卓越的服务来提高客户忠诚度。为我们的客户提供服务，以代表公司增加客户份额。
·
Oversee accuracy
of room blocks, reservations, and group market codes. Communicate company
values and/or culture to new employees. Review and implement new Reservations
procedures. Process all reservation requests, changes, and cancellations
received by phone, fax, or mail. Identify guest reservation needs and determine
appropriate room type. Verify availability of room type and rate. Explain
guarantee, special rate, and cancellation policies to callers. Accommodate and
document special requests. Answer questions about property facilities/services
and room accommodations. Follow sales techniques to maximize revenue. Input and
access data in reservation system. Respond to any challenges found for
accommodating rooming requests. Set-up proper billing accounts according to
Accounting policies. Troubleshoot, resolve, and document guest issues and
concerns or escalate/refer to appropriate individual.
监督客房、预订和集团市场代码的准确性。向新员工传达公司的价值观和/或文化。检查和执行新的预订程序。处理所有通过电话、传真或邮件收到的预订请求、更改和取消。确认客人的预订需求并确定合适的房间类型。核实是否有房间类型和价格。向来电者解释保证、优惠价格和取消政策。满足并记录特殊要求。回答有关物业设施/服务和房间安排的问题。遵循销售技巧使收入最大化。在预订系统中输入和访问数据。响应任何针对客房需求的挑战。根据会计政策建立适当的账单账户。故障排除，解决，记录客人的问题和关切或升级/参考相关人员。
SPECIFIC DUTIES工作任务:
Understanding Markets & Maximizing Revenue 了解市场并最大化收益
·
Identifies new
reservations sales business to achieve personal and property revenue goals.
确定新的预订销售业务，以实现个人和酒店收入目标。
·
Understands the
overall market, including competitors’ strengths and weaknesses, economic
trends, supply and demand etc. and knows how to sell against them.
了解整体市场，包括竞争对手的优势和劣势，经济趋势，供需等，并知道如何销售。
·
Closes the best
opportunities for the property based on market conditions and property needs.
根据市场情况和需求，为酒店锁定最佳机会。
·
Monitors same
day selling procedures to maximize room revenue and control property occupancy.
监控当天的销售流程，以最大限度地提高客房收入并控制客房入住率。
·
Gains
understanding of the property’s primary target customer and service
expectations; serves the customer by understanding their business, business
issues and concerns, to offer better business solution.
了解酒店的主要目标客户和服务期望；通过了解客户的业务，业务问题和关注点，为客户提供更好的业务解决方案。
Inventory/Rooms Control库存/客房控制
·
Respond to any
challenges found for accommodating rooming requests by communicating with guest
or group contact, Sales Department, or Front Desk.
通过与客人或团队、销售部或前台沟通，应对任何有关客房需求的问题。
·
Oversee accuracy
of room blocks and reservations.
监督房间和预订的准确性。
·
Remove group
room blocks from general inventory by entering information into reservation
system (MARSHA, OPERA).
将信息输入预订系统(MARSHA, OPERA)，从总库存中删除团体房间。
·
Communicate with
Sales Coordinators and property staff to resolve errors related to group market
codes not matching in the PMS and MARSHA systems.
·
销售协调员和酒店人员沟通，解决集团市场代码在PMS和MARSHA系统中不匹配的错误。
Conducting Daily Reservations Sales Activities 进行日常预订销售活动
·
Responds to
incoming reservations sales opportunities for the property that are outside
parameters of the Event Booking Center.
响应酒店在活动预订中心之外的预订和销售机会。
·
Uses negotiating
skills and creative selling abilities to close on business and negotiate
contracts.
运用谈判技巧和创造性的销售能力来完成业务和谈判合同。
·
Uses sales
resources and administrative/support staff effectively.
有效利用销售资源和行政/支持人员。
·
Assists in
monitoring group reservation forecast data.
协助监控集团预订预测数据。
·
Coordinates with
sales and Convention Services to process rooming lists and reservation cards.
与销售和会议服务部协调，处理客房名单和预订卡。
·
Executes and
supports the operational aspects of business booked (e.g., generating proposal,
writing contract, customer correspondence).
执行和支持预定业务的运营方面（例如，生成提案，撰写合同，客户信函）。
·
Assists with
monitoring accuracy of reservation sales orders within tracking systems.
在跟踪系统中协助监控预订销售订单的准确性。
·
Tracks no-show
reservations and processes charges as needed.
跟踪未到的预订并根据需要处理费用。
·
Checks daily
arrivals to ensure all necessary billing instructions are applied to
reservations.
检查每天到达的客人，确保所有必要的账单指示都适用于预订。
·
Manages wait
list and prioritizes order of wait list contacts to be made.
管理等候名单，并对等候名单联系人进行排序。
·
Prepares work
and maintenance orders.
准备工作和维护订单。
Providing
Exceptional Customer Service 提供卓越的客户服务
·
Supports customer loyalty and property’s brand
standards by delivering service excellence throughout each customer experience.
通过在每次客户体验中提供卓越的服务来支持客户忠诚度和酒店的品牌标准。
·
Services our customers in order to grow share
of the account.
为客户提供服务，以增加客户份额。
·
Provides excellent customer service consistent
with the daily service basics of the brand.
提供符合品牌日常服务基础的优质客户服务。
·
Executes exemplary customer service to drive
customer satisfaction and loyalty by assisting the customer and ensuring their
satisfaction before and during their program/event.
通过协助客户并确保他们在项目/活动之前和活动期间的满意度，执行良好的客户服务，以提高客户满意度和忠诚度。
·
Sets a positive example for guest relations.
为客户关系树立积极的榜样。
·
Executes exemplary customer service to drive
customer satisfaction and loyalty by assisting the customer and ensuring their
satisfaction before and during their program/event.
通过协助客户并确保他们在项目/活动之前和活动期间的满意度，执行良好的客户服务，以提高客户满意度和忠诚度。
·
Serves the customer by understanding their
needs and recommending the appropriate features and services that best meet
their needs and exceed their expectations, while building a relationship and
loyalty to the company.
通过了解客户的需求，向客户推荐合适的功能和服务，最好地满足他们的需求，并超出他们的期望，同时建立与公司的关系和忠诚度。
·
Handles guest complaints and disputes
following the instant pacification procedures.
处理客人的投诉和争议。
Managing and
Conducting Human Resource Activities 管理和实施人力资源活动
·
Monitors reservations sales agents while on
phone calls.
在电话中监控预订销售代理。
·
Develops, implements and maintains a
departmental orientation program for employees to receive the appropriate new
hire training to successfully perform their job.
开发、实施并维护部门入职培训计划，让员工接受合适的新员工培训，以成功完成工作。
·
Utilizes all available on the job training
tools for employees.
利用所有在职培训工具对员工进行培训。
·
Creates monthly labor scheduling for team.
为团队制定月度工作计划。
Additional
Responsibilities 额外责任
·
Utilizes applicable intranet for resources and information.
利用内部网获取资源和信息。
·
Creates contracts as required.
根据需要创建合同。
·
Follow all company and department policies and procedures.
遵守公司和部门的政策和程序。
·
Perform other reasonable job duties as
requested.
按要求完成其他合理的工作职责。
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