Responsible for processing all room
reservation requests, cancellation on amendments to the hotel’s customers.
宾客服务中心预订文员负责处理所有酒店客人的订房需求、订房取消和订房更改。
CORE WORK ACTIVITIES岗位主要工作职责
Administration
行政
l Receives, processes, and confirms all by Hotel Sales, phone, letter,
from the Internet or other booking channels reservation requirements;
接受、处理和确认所有通过销售、电话、信函、网络或其他订房渠道发来的订房需求；
l Complete OTA and travel guests audit every day;
每天完成OTA、旅行社客人的入住审核；
l According to the operational procedures, booking sheet for sorting and
filing. To ensure that all relevant information on record, regular inspection
to ensure that the guest data, the correctness of the information;
根据操作规程，对预订单进行整理和归档。确保所有相关资料记录在案,定期检查以确保客人资料、信息的正确性；
l Maintains file of no-show and cancellation report; record each channel
reservation during the day;
维护整理未抵店客人的报告，预订取消报告，记录当日各渠道的订房数量；
l Attends to inquiries, complaints and requests regarding reservations;
处理客户有关订房的咨询、投诉和需求；
l Reasonable room control state changes, to maximize revenue;
合理控制房态变化，实现收益最大化；
l Complete the Daily/Weekly/Monthly report;
完成每天/每周/月度报表；
l Participate and cooperate with RSVN training;
参与并配合部门经理、主管的部门培训；
l Performs duties common to all non-supervisory personnel and other duties
as may be assigned by the Revenue Manager/Supervisor;
独立自主的完成日常工作和收益经理或主管委派的任务；
l Maintain an organized, clean and tidy work area.
保持工作区域的整洁。
Financial and Revenue
Responsibilities
财务及收入职责
·
Recycles where-ever
possible and enforces cost saving measures
在任何可能的情况下进行资源循环利用，增强成本控制意识。
Training and Human
Resources
培训和人力资源
·
Provide passionate
and enthusiastic service for internal staff and external guests with Suning HMC
standard.
依照苏宁酒店管理公司品牌标准，礼貌热情地为外部客人及内部员工服务。
·
Identify and deal
with issues which may cause cross cultural conflict or misunderstanding.
识别和处理可能导致跨文化冲突或误解的问题。
Professional
Technical Responsibilities
专业技术责任
·
Effective
communication skills in both Chinese & English.
有效的中英文沟通能力。
·
Strong guest
interaction and interpersonal skill.
优秀的对客服务和沟通技巧。
·
Be expert of Opera.
熟练操作Opera系统。
·
Be expert of Office
Software.
熟练操作办公软件。
·
1 year in
similar size hotel.
应具备在相当规模饭店1年的经验。
·
Ability to
work flexible hours.
能适应翻班及长时间工作。
Miscellaneous
其他
·
All staffs are
required to comply with every reasonable request from their hierarchical
supervisor(s) within an amount of time that it takes to comply under normal
circumstances.
所有员工在工作中都被要求遵守直接主管所发出的一切合理要求，并且遵循、完成工作。
·
All staffs may be
assigned to other duties in the hotel as and when required by business levels.
当涉及到商业层面时员工须签署酒店内相关其他责任。
GENERAL DUTIES:
一般职责：
·
Abide by Hotel’s and
Department’s policy & procedure.
遵守酒店及部门的各种规章制度。
·
Perform other related
duties & special projects as assigned by the supervisor
随时执行上级分配的其他相关任务或特殊项目。
Health and Safety
健康与安全
·
Ensure that all
potential and real Hazards are reported immediately and rectified
·
确保所有潜在的和实际的危险是被立即报告和纠正的。
·
Be fully conversant
with all departmental Fire, Emergency procedures
·
熟悉各个部门的消防、紧急事件的处理程序。
·
Ensure that all
emergency procedures are rehearsed, implemented and enforced to provide for the
security and safety of guests and Staffs
·
为了客人们和员工们的安全和消防安全，必须确保所有的紧急程序都被预演、落实和实施。
·
Ensure the safety of
the persons and the property of all within the premises by fairly applying
Hotel Regulations by strict adherence to existing laws, statutes etc.
·
在公平的酒店规则和严格遵守的法律法规下，确保在酒店内所有人的人生和财产安全。
·
Ensure all Staff
within the department work in a manner which is safe and unlikely to give risk
of harm or injury to selves or others
·
确保所有员工都在部门内以安全的方式操作，避免不安全的或者不适合的冒险的行为造成自己或者其他工作人员的损伤或不便。
·
Use safe manual
handling techniques and practice safe work habits following hotel industry
Health, Safety and Environment policies, maintain procedures to minimize our
impact on the environment and prevent pollution.
·
遵循酒店健康、安全和环境政策，来养成使用安全操作手册和实践安全工作的习惯。减少对环境的影响和防止污染。
Confidentiality
保密制度
·
Ensure
confidentiality and secure storage of all intellectual property and data bases,
both hard copy and electronic. Adhere to hotel industry Internet and Email policy
确保保密和安全的存储所有知识产权和数据，包括所有印刷品和电子软件。遵守酒店互联网和电子邮件政策。
·
Ensure Hotel,
Customer and Staff Information or transactions are kept confidential during or
after employment with the company.
保证酒店、客户和员工的信息，交易期间或在公司就业后信息保密。
To be fully
conversant with:
需要遵守的
·
Hotel fire procedures
酒店消防规则
·
Hotel security
procedures
酒店保安规则
·
Hotel Health and
Safety policy and procedures
酒店健康与安全政策和规则
·
Hotel Facilities and
attractions
酒店设备设施和功能介绍
·
Hotel standards of
operation and departmental procedures
酒店运营部门程序标准
·
Methods of accepted
payment of the company
公司的财务政策
·
Short and long term
company marketing promotions
短期和长期的公司市场推广项目
NOTE
备注：
This document reflects the job content at time
of writing and will be subject to periodic change in the light of changing
operational and environmental requirements.
Such changes will be discussed with the job holder and the job
description amended accordingly.
本文件反映的相关岗位职责以尽数列出，其内容会根据业务和环境的要求阶段性变化。相应变化将与该岗位员工沟通，并且岗位职责描述也将根据实际情况进行修改。
