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崗位職責(zé)/職位描述

·????????Under the general direction ofthe Revenue Directorand manage the operations of the Langham Service（Operator and Reservation）by providing the most précised and updated internal reservation information and environment information, ensuring telephone service
quality standards to ?meet and that optimum service is provided to all hotel guests according to the hotel’s and Langham Hotels Group business objectives. To perform the function in service and product improvement, procedure control, financial control, Asset management and team building to maximize performance standards and to adhere to guest service standards in order to maximize guest satisfaction. And also provide assistant to internal.

服從收益總監(jiān)的全面指示，管理服務(wù)中心（總機(jī)以及預(yù)訂部）的日常運(yùn)作，市場(chǎng)營(yíng)銷提供新的、最準(zhǔn)確的內(nèi)部訂房信息以及外部環(huán)境信息。確保電話服務(wù)達(dá)到質(zhì)量標(biāo)準(zhǔn)，按照酒店和集團(tuán)業(yè)務(wù)目標(biāo)向客人提供好的服務(wù)。通過(guò)執(zhí)行產(chǎn)品和服務(wù)優(yōu)化，流程管控，財(cái)務(wù)控制，資產(chǎn)管理，以及人力管理等職能，大程度地提高業(yè)務(wù)水平，大程度的滿足客人的需求。以及也就電話服務(wù)模塊對(duì)酒店內(nèi)部提供輔助服務(wù)。

Essential Duties and
Responsibilities – (Key Activities of the Role)

主要職責(zé)﹣(職務(wù)的主要工作)

Reservation & Data Analysis

預(yù)訂/統(tǒng)計(jì)

·? ? ? ? In charge all the jobs of reservation department, well control and ensure the reservation system operating smoothly.

全面負(fù)責(zé)訂房部的日常工作，通過(guò)對(duì)部門業(yè)務(wù)工作各環(huán)節(jié)的有效控制及管理，保證酒店客房預(yù)訂系統(tǒng)的正常運(yùn)轉(zhuǎn)。

·????????Control rooms inventory including allocation and reservations to areas of maximum yield and blackout dates.

通過(guò)對(duì)房間的各種控制達(dá)到收益好的目的（預(yù)留房，不可預(yù)訂日期的房間量控制）。

·????????Track sales programs/promotions/advertising and provide feedback as necessary to relevant departments.

統(tǒng)計(jì)酒店推廣活動(dòng)的客戶反饋意見(jiàn)及分享給相關(guān)部門。

·????????Report to Director of Revenue Management. Analysis for sells of hotel. Moreover, give good suggestion. To alert Revenue Director the party room above 4 rooms booking or cancellation properly.

向收益總監(jiān)及時(shí)報(bào)告工作中的問(wèn)題，對(duì)酒店銷售可行性進(jìn)行每日每月每周分析，提出合理建議；對(duì)于新增或者取消Party房間數(shù)4間以上的需要匯報(bào)給收益總監(jiān)。

·????????Good control room. Check FIT, GRP reservation. Make forecast report.

檢查散客團(tuán)隊(duì)預(yù)訂情況，制定出租預(yù)測(cè)；掌握房間狀態(tài)，根據(jù)各類訂房資料的出租率預(yù)測(cè)，控制房間。

Guest?& Service

客人/服務(wù)

·????????Ensureprompt, polite and accurate handling of all telephone calls and messages according to brand standard, prompt response to guest request. each guest receives adequate attention, so as to maximize guest satisfaction. The measurement indicators include net promoter score, Defect free index, online reputation such as globe review index, third-party platform score, etc.

確保按照品牌標(biāo)準(zhǔn)迅速地,有禮貌地和準(zhǔn)確地處理所有的來(lái)電和訊息，每個(gè)客人得到充分的注意和重視，以此完成好的賓客滿意度。衡量指標(biāo)包括凈推薦值，無(wú)失誤指數(shù)，網(wǎng)絡(luò)美譽(yù)度如全球評(píng)價(jià)指數(shù)，第三方平臺(tái)分值等。

·????????Fully understand each booking channel, and efficiently and accurately complete the corresponding booking. Including assisting the completion of the third party channel room opening, closing, and price change skills.

充分了解各個(gè)預(yù)訂渠道，并高效而準(zhǔn)確地為客人完成相應(yīng)的預(yù)訂。包括輔助完成第三方渠道的開(kāi)房，關(guān)房，改價(jià)等技巧。

·????????Handling of guest and internal message.