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崗位職責/職位描述

崗位職責
·????????
In absence of Manager, conducts shift briefings to
ensure hotel activities and operational requirements are known

在經理缺席的情況下主持交接班說明會，確保員工了解酒店的活動和運營要求

·????????
Sell the InterContinental Hotels Group products and
services using up-selling and suggestive selling techniques

運用銷售技巧和房間銷售升級推廣洲際酒店集團的產品和服務

·????????
Promote the Hotel’s (and ICHG generally) products
and services

推銷酒店（以及整個洲際酒店集團）的產品和服務

·????????
Maintain a high level of product and service
knowledge about all ICHG Hotels in your region

充分了解所在地區的洲際酒店集團成員的產品和服務

·????????
Develop and maintain a regular pattern of sales
calls

發展和保持定期進行銷售拜訪的模式

·????????
Prepare and execute action plans which increase
reservation sales and associated business

準備和執行增加預訂銷售和相關業務的工作計劃

·????????
Record and process reservations made by
phone/fax/email

記錄和處理通過電話，傳真，電子郵件進行的預訂

·????????
Accept wait list reservations

接受等待名單預訂

·????????
Process amendments to reservations such as
extensions, early departures, etc

修改延期和提前離店等特殊情況的預訂記錄

·????????
Manage “no show” reservations by investigation and
recording of same

調查和記錄未按預訂抵店的預訂情況

·????????
Record special billing arrangements for groups and
conventions

對團隊和會議的特別賬單安排進行記錄

·????????
Liaise with Front Office Manager or Finance Manager
for all reservations requiring credit approval

與前廳部經理或財務經理聯系所有要求信用審批的預訂事宜

·????????
Maintain knowledge of special rates/ offers/
promotions

掌握關于特價，優惠，促銷活動的信息

·????????
Monitor reservation levels and inform Managers of
current and future occupancy rates

監測預訂情況，并向經理通報目前和將來的入住率

·????????
Prepare reports as requested (eg to travel agents,
business houses etc)

按照要求準備報告（如給旅行代理和商業機構報告等）

·????????
Prepare reservation sales reports

準備預訂銷售報告

·????????
Works with superior on manpower planning and
management needs

和上級一起進行人力規劃和管理需求。

·????????
Works with superior in the preparation and
management of the Department’s budget

和上級領導一起編制和管理部門預算。

·? ? ? ? ??Fully responsible for the daily operation and management of the hotel reservation and switchboard departments, maintaining the operation of the hotel's AI telephone management system, and ensuring the efficient operation of the reservation system;

全面負責酒店預訂及總機部門的日常運營管理工作，維護酒店AI電話管理系統運行，確保預訂系統高效運轉；
.? ? ? ? ?Responsible for handling reservations through multiple channels such as phone, official website, and OTA, processing orders, responding to customer inquiries, and coordinating initial complaints, continuously improving customer satisfaction and reservation conversion efficiency;

?負責電話、官網、OTA等多渠道預訂接聽、訂單處理、客戶咨詢響應及投訴初步協調，持續提升客戶滿意度與預訂轉化效率；

任職要求

1、具有完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。

2、具有解決問題，推理，號召，組織和培訓能力
3、具有良好的寫作能力
4、具有酒店管理，商業管理或相關領域的畢業證書或職業證書。

5、2年相關的工作經驗，或1年預訂部或前臺經驗包括管理經驗，或與此相當的教育與工作經驗結合的背景。