- 3年以上5星级酒店相关工作经验- 尊重客人需求,认真对待客人的提问或投诉,热衷于满足客人期望,时刻提供专业和高水平的服务质量- 以身作则,帮助并带领员工- 合理高效地安排员工工作,同时积极培养员工的质量意识- 愿意接受轮班工作- 英语熟练 - At least 3 year similar working experience in5 star hotels- Respects guest needs; takes great interest in satisfying them by taking their interests and complaints seriously; consistently delivers professional services with high quality work standards.- Acts on own initiative and takes responsibility for own work- Structures work activities effectively, helps to build staff’s quality consciousness- Accepts to take shift work- Proficiency in English
BASIC FUNCTION基本职责
做好酒店客房预订工作,同客人建立良好的公共关系。
Efficient handlingof reservation, keep good relationship with guests.
DUTIES AND RESPONSIBILITIES 职责和义务
1. 熟悉处理房间预订的程序,确保有效的处理预订。
Be familiar with the room reservation procedures; ensure efficienthandling of all reservation.
2. 通过各种途径快捷、礼貌的接受和确认所有房间的预定。途径包括但不限于:电话、传真、邮件、亲自到店、销售人员。
Receive and confirm room reservations through various way, including but without call, fax, email, walk in and sales.
3. 及时准确地输入预订资料。
Input reservation information timely and accurately.
4. 做好预订文件的存档和交接工作。
Make archive and transfer reservation documents.
5. 熟知当前销售策略、促销活动及酒店其它活动。
Be familiar with current sales strategy, promotions and otheractivities.
6. 为客人提供咨询,订车等其他相关服务。
Offer related service to guest such as consulting and car.
7. 同客人建立良好的公共关系。
Keep good relationship with guests.
8. 为客人和饭店其他部门的员工提供全面和正确的信息。
Provide complete and correct information for guestsand staff.
9. 不断的提高对客服务水平,确保赢得客人最大程度的满意。
Improve service levels to satisfy guests.
10. 协助预订部经理和其他销售人员完成相关工作。
Assist reservation manager and sales to completerelated work.
11. 接受日常培训和考核。
Complete training schedule and routine check.
JOB SPECIFICATION工作要求
1. 知识 Educationqualifications:
学历要求:大专及以上学历。Academic requirement: Collage certificate andabove.
2. 专业要求:旅游/酒店管理等相关专业。
Major:Major in hospitality or related.
3. 技能
Skills:
4. 熟悉高星级酒店预订程序。
Familiar with reservation processor of high classhotel.
5. 熟知酒店客房状况,可售房情况,酒店的设备设施及服务。
Fully understand room status, hotel facilities andequipment.
BASIC FUNCTION基本职责
Responsible for all activities related to the hotel, familiar with hotel product knowledge, book rooms for guests and put the reservation information into the system, answer all external and internal calls of the hotel. Voice always brings joy to conversation.
负责所有与酒店相关的活动,熟悉酒店产品知识,为客人预定房间并将预定做入系统,接听酒店所有外线和内线电话。声音总是能使人在交谈中感到愉悦。
DUTIES AND RESPONSIBILITIES 职责和义务
1.Greet guests at all times in a friendly and helpful manner, and try to understand and address them by name.
随时以友好和乐于协助的态度迎接客人,并尽量了解和称呼客人的名字
2.Be familiar with standard departmental work procedures.
熟知部门标准工作程序。
3.Answer all calls from guests according telephone etiquette and resolve the guest’s requirement.
按照标准电话礼仪接听所有来电并解决客人的需求。
4.Record the information and needs of all callers, and communicate them to relevant departments or individuals in a timely manner.
记录所有来电者的信息和需求,并及时传达给相关部门或个人。
5.Understand the activities that will be held in the hotel within three days, so as to answer the guests' inquiries
了解三天内酒店将举行的活动,以便客人询问时为客人解答。
6.Familiar with all the products that the hotel can provide to improve the hotel's operating income.
熟悉所有酒店可以提供的产品,为酒店提高营业收益。
7.Responsible for responding to guest requests for safe deposit box service at all times.
随时负责回应客人关于使用保险箱服务的要求。
8.Be familiar with all special promotions such as: seasonal package programs, frequent guest discount programs,
熟知所有特别促销活动,如:季节性套餐计划、常客优惠计划。
9.Every effort is made to ensure that guests will leave the hotel with a good impression of the service they received.
尽一切努力确保客人在离店时会对酒店的服务有很好的印象。
JOB SPECIFICATION工作要求
1.Standard Mandarin, sweet voice, moderate speaking speed
普通话标准,声音甜美,语速适中
2.Good communication and computer operate skills
良好的沟通和计算机操作能力
3.Responsible, strictly confidential, meticulous, and practical
有责任心、严守机密,仔细认真,讲求实效
4.English speaking proficiency is preferred
英语口语熟练者优先
MAJOR RESPONSIBILIES:
主要工作职责:
1.Responsible for identifying, developing, and managing accounts within specific. segments, markets.
负责确立、发展及管理不同区域、市场及地域的客户。
2.Maintains or increases current account production for group, transient,long-Stay and catering business.
维持及增长客户团队、散客、长住及宴会的产量。
3.Manages larger accounts or special markets.管理重要大客户或指定市场。
4.Provide leadership to sales executive领导销售主任。
5.Complete the budget revenue set by the hotel完成酒店指定的预算收入。