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崗位職責/職位描述

Main Duties

主要職責

Administration

行政

Assist
to prepare and update the Reservations Departmental Operations Manual.???????????????????????????? ?????????????????

監督并協助前廳部運營手冊的準備及更新。

Conducts
regular communications meetings in the absence of Reservation Manager and
ensures that departmental briefings and meetings are effective and conducted as
necessary.????????????????????????????????????????????? ????????

在預訂部經理缺席的情況下，定期主持召開部門溝通會并確保部門例會和會議切實有效且在必要時進行指導。

Ensures
that an organised and efficient filing system is implemented for the
department.??????????????????????????????????

確保在部門內部建立高效有序的文件管理系統。

Ensures that the use new technology and equipment is explored
and implemented wherever appropriate.??????????

確保適時采用新型的技術和設備。

Customer Service

賓客服務

Ensures that all Reservations associates deliver the brand
promise and provide exceptional guest service at all times.

確保所有預訂部員工遵循品牌承諾并始終提供優異的對客服務。

Ensures
that Reservations associates also provide excellent service to internal
customers as appropriate.???????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????確保預訂部員工適時的為其他部門員工同樣提供優質的服務。

Handles
all guest and internal customer complaints and inquiries in a courteous and
efficient manner, following through to make sure problems are resolved
satisfactorily.???????????????????????????????????????????????????????????????????

禮貌而高效地處理所有客人和內部的投訴和詢問，確保問題得到圓滿解決。

Financial

財務

Maximises room sales and revenue.????????????????????????????????????????????????????????????????????????????????????????????????????????????????????

最大限度的確保客房銷售和收益。

Maximises
associate productivity through the use of multi-skilling, multi-tasking and
flexible scheduling to meet the financial goals of the business as well as the
expectations of the guests.????????????????????????????????????????

通過多技能、多任務及靈活的日程安排最大限度地發揮員工的工作能力，以實現財政目標并達到顧客的期望。

Ensures
that the Reservations operates with the lowest possible cost structure while
also delivering on the brand promise to the guest proactively managing costs
based on key performance indicators.????????????????????

在確保實現服務承諾的前提下，盡可能地降低預訂部的運營成本，根據主要的績效指標前瞻性的控制成本。

Assists
in the preparation of the Annual Business Plan.?????????????????????????????????????????????????????????????????????????????????????????

協助準備年度業務計劃。

Assists in monthly reforecast, as appropriate.?????????????????????????????????????????????????????????????????

適當的協助準備月度預算

Ensures
that all relevant hotel, company and local rules, policies and regulations are
adhered to, including credit and payment policies.?????????????????????????????????????????????????????????????????
? ?

確保留存所有與酒店、公司、地方法規相關的財務記錄；遵循財務記賬，資金處理的規定；及時準確的匯報財務信息。

Marketing

市場營銷

Actively
participates in weekly yield and revenue management meetings, preparing the
information and reports as necessary to ensure a productive meeting.????????????????????????????????????????????????????????????????????????????????????????

積極的參與每周客房收益會議，準備相應的資料和報告以確保會議有效進行。

Assists
in the preparation, utilisation and update of an annual Marketing Plan, broken
down as necessary by department.????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????
協助準備，使用和更新年度市場行銷計劃，按需分類部門。

Operational

營運

Oversees
the taking and processing of all rooms reservations according to hotel and
company guidelines.?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????負責監管所有客房預訂的處理和程序，確保符合酒店標準。

Administers
the loading of all new rates into the relevant reservation systems, including
testing and deployment.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 負責將所有新的客房銷售價格輸入系統，包括測試和部署。

Works
with other Rooms Departments, checking room and room-type availability, to
maximize rooms sales, yield and average room rate through upselling and other
inventory and rate management initiatives.???????????????????????????????????????????????????????

與房務部的其他部門合作，核查客房及房型的可用率，通過推銷高價房、調控和其它房價管理運作保證客房銷售，收益與平均房價。

Assists
with the processing of individual and group reservations, rooming lists,
waitlists and other reservations.????????????????????????????????????????????????????????????????????????????
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 協助操作個人和團隊預訂，準備房間清單和候補預訂及其他預訂。

Ensures
the proper handling of all overbooking situations and waitlisted business,
working closely with the relevant departments.??????????????

與各相關部門緊密合作，確保正確的處理所有超額訂房、候補預訂的情況。

Prepares accurate advance booking counts and forecasts.????????????????????????????????????????????????????

準備精確的預訂計算和預算。

Builds
strong relationships with all sources of bookings and works closely with the
Marketing Department in maintaining and developing these relationships.?????????????????????????????????????????????????????????
??????????????

與所有客戶資源建立鞏固的關系，并與市場部緊密合作以保持和發展客戶。

Ensures
that all company minimum brand standards have been implemented, and that
optional brand standards have been implemented where appropriate.?????????????????????????????????????????????????????????????
?????????????????????????

確保服務符合品牌標準的基本要求，適時提供更多可供選擇的品牌服務。

Responds to the results of the Consumer Audit and ensure
that the relevant changes are implemented.?

根據顧客意見調查結果，確保所有改進措施貫徹執行。

Works
closely with other management personnel in a supportive and flexible manner,
focusing on the overall success of the hotel and the satisfaction of hotel
guests.????????????????????????????????????????????????????????????????????

以協助和靈活的態度與其他管理層員工密切合作，關注酒店的整體成功和客人的滿意度。

Ensures
that Reservations associates work in a supportive and flexible manner with
other departments, in a spirit of “We work through Teams”.??????????????????????????????????????????????????????????????????????????????????????????????????????????????????

發揚“群策群力”的精神，確保預訂部員工與其他部門在工作中相互支持、靈活變通。

Monitors
and follow up on group blocks and groups with no room lists.????????????????????????????????????????????????????????????????

監管和跟進團隊預留以及無客人名單的團隊預訂。

Ensures that all guest details are entered correctly in
accordance with the principles of clean data.????????????????

確保所有何人資料都被正確的輸入系統。

Personnel

人事

Assists in the recruitment and selection of all Reservations
associates, following hotel guidelines when recruiting and use a
competency-based approach to selecting associates.? ? ? ? ? ? ? ? ? ? ? ? ? ? 協助預訂部員工招聘，招聘時嚴格遵守酒店的指導原則，按照崗位要求挑選適當的人選。

Ensures
the punctuality and appearance of all Reservations associates, making sure that
they wear the correct uniform and maintain a high standard of personal
appearance and hygiene, according to the hotel and department’s grooming
standards.?????????????????????????????????????????????????????????????????????????????????????????????????????????

監督所有預訂部員工的出勤和儀容儀表，確保員工穿著合體的制服，并保持高標準的個人、酒店和部門的儀表衛生標準。

Conducts
annual Performance Development Discussions with Reservations associates,
supporting them in their professional development goals.?????????????????????????????????????????????????????????????????????????????????????????????????????????

協助預訂部員工的年度表現評估工作，幫助員工實現自己的職業發展目標。

Assists
in planning and implementing effective training programmes for all Reservations
associates in coordination with the Learning & Development Manager and
Departmental Trainers, using the Reservations Sales Training module and other
HI training materials.???????????????????????????????????? ??????????????????????????

在培訓經理和部門培訓員的協助下幫助計劃并有效的培訓預訂部員工，運用預訂銷售培訓模塊和凱悅國際的培訓資料。

Supports
Departmental Trainers through ongoing feedback and assistance at monthly
meetings.?????????????????

通過持續的反饋和月度例會協助部門培訓員不斷進步。

Develops
the skills and effectiveness of all Reservations associates through the
appropriate training, coaching, and/or mentoring.?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????
通過恰當的培訓、指導和/或輔導，提高預訂部員工的服務技巧和工作效率。

Prepares
and posts weekly work schedules, making sure that they reflect business needs
and other key performance indicators.?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????

準備及發布每周班值表，確保根據工作需要及其他主要的指標作出適當安排。

Encourages
associates to be creative and innovative, challenging and recognizing them for
their contribution to the success of the operation.????????????????????????????????????????????????????????????????????????????

鼓勵員工創新、變革，以及積極面對挑戰，并對他們的貢獻表示認可。

Supports
the implementation of The People Brand,
demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.?????????????????????????????????????????????????????????????????????
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 支持并執行“人本品牌”的理念， 體現并發揚凱悅的價值觀和文化特色。

Ensures that associates have a complete understanding of and
adhere to associate rules and regulations.?????????????????????????????????????????????????????????
? ? ? ? ? ? ? ? ? ? ? ? ? ?

?確保員工理解酒店的規章制度并遵照執行。

Ensures
that associates follow all hotel, company and local rules, policies and
regulations relating to fire and hazard safety, and security.???????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????

確保員工遵守酒店、公司和地方的法律法規及與消防、安全相關的規定。

Feedbacks
the results of the Associate Engage Survey and ensure that the relevant changes
are implemented.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 根據員工意見調查的結果，確保相關改進措施的執行。

Other Duties

其他

Attends and contributes to all training sessions and
meetings as required.???????????????????????????????????????????????????????????

參加必要的培訓和例會。

Is knowledgeable in statutory legislation in associate and
industrial relations.?

熟知與員工和行業相關的法律法規。

Exercises responsible management and behaviour at all times
and positively representing the hotel management team and Hyatt International.?????????????????????????????????????????????????????????????????????????????????????????????????????????

始終對管理和個人行為負責， 并且積極展現酒店管理層和凱悅國際的形象。

Maintains
strong, professional relationship with relevant representatives from competitor
hotels, business partners and other organisations.????????????????????????????????????????????????????????????????????????????????????????????????????????
???

與競爭酒店、其他公司，尤其是導游和本地的旅行社，建立長期穩定的合作關系。

Reads
the hotel's Associate Handbook and have an understanding of and adhere to the
hotel's rules and regulations and in particular, the policies and procedures
relating to computer resources, fire, hygiene, health and safety.???????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????

熟知酒店的員工手冊內容，嚴格執行酒店的規章制度，尤其是有關消防，衛生，健康，與安全的政策和程序。

Ensures high standards of personal presentation and
grooming.?

保持高標準的個人形象和儀容儀表。

Responds to changes in the Sales and Marketing function as
dictated by the industry, company and hotel.???????????????????????????????????????????????????????????????

?隨著行業、公司和酒店的變化，對銷售部的職能作出相應調整。

Carry out any other reasonable duties and responsibilities
as assigned.?????????????????????????????????????????????????????
??????????

完成其他合理分配的職責和任務。