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崗位職責/職位描述

【職位描述】
運營
Operational

? 確保拜訪客人的專業性，運用凱悅的顧問式銷售原則、技巧和銷售錦囊理念。
Ensures professional Sales Calls using Hyatt’s Consultative Selling principles, Hyatt Sales Skill and SMART Selling philosophies.
? 根據既定目標來計劃拜訪客人。
Carefully plans Sales Calls into defined objectives.
? 保持對酒店的設施設備、特征和服務的具體了解。
Maintains a detailed knowledge of hotel facilities, features and services.
? 對競爭對手進行密集的調查，對其酒店產品知識有這透徹的了解。
Conducts extensive competitor researches and maintains excellent product knowledge of the Hotel.
? 系統有效的在指定的范圍內拜訪客戶，進行帳戶分類，把所得的發現和機會整合成報表并上交給銷售經理/銷售部副總監.
Systematically and efficiently calls on allocated Accounts within assigned sector and reports findings and opportunities to the Sales Manager / Associate Director of Sales.
? 跟進銷售咨詢，并確定潛在生意的意向。
Follows up sales leads to identify prospects.
? 通過直接的銷售電話接觸或書信溝通，維持酒店高度的公眾知名度。
Ensures a high level of exposure for hotel through direct sales solicitation of telephone contact and written communications.
? 專業地進行日常電話銷售，尋求并確定新的商機。
Professionally conducts routine telemarketing activities to identify new accounts.
? 必要時，宴請或帶領客人參觀酒店。
Entertains and conducts hotel inspections to clients whenever required.
? 建立和維護已有客戶群，并不斷發展新的商機。
Establishes and maintains strong relationship with the established clientele and constantly explores new business opportunities.
? 完成并超越每月和年度個人目標、公司客戶房晚數和客房收入指標。同時協助餐飲收入以及其他產生利潤部門收入達到并超越指標。
Achieves the monthly and annual personal target and the corporate segment target room night production and room revenue. To assist to achieve and Food and Beverage, and all other revenue generating departments.
? 與相關的運營部門保持良好的協調和合作關系，確保滿足客人的要求和期望。
Liaises and works closely with the related operation departments ensuring guests requests and expectation are being met.
? 準備并確保所有的宴會預訂及時傳達給相關部門。
Prepares and ensures all Events Orders are distributed to concerned departments on a timely manner.
? 在高級銷售經理/銷售經理不在時，協助跟進所有相關工作。
Assists the Senior Sales Manager / Sales Managers to follow up on all matters in the absence of the Sales Manager.


行政
Administration

? 確保一個有效且準確的手動和電子文件歸檔系統。
Ensures that an efficient and accurate filing system, both manually as well as electronically is maintained at all times.
? 維護所有完整和附屬的酒店銷售協議書、合同和報價書的歸檔。
Maintains complete and supported records of all Sales Agreements, Contracts and Quotations for the Hotel.
? 建立有效的檔案跟蹤系統，確保所有預訂完全地被跟蹤處理。
Establishes an efficient Trace File to ensure that all business booked is properly tracked.
? 按時向銷售部副總監上交銷售報表。
Submits Sales report to Associate Director of Sales in a timely manner.
? 為銷售部總監提供每月生意報告所需的確切相關信息
Provides accurate reporting of business booked to Director of Sales for monthly consolidation.


【任職要求】
總則
General

? 確保部門的服務一貫按照部門營運手冊的標準，高效、一致和禮貌的完成。
Ensures services provided by the department are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Department Operations Manual.
? 按要求出席所有會議并作出貢獻。
Attends and contributes to all Meetings as required.
? 確保所有員工始終提供禮貌和專業的服務。
Ensures all associates provide courteous and professional service at all times.
? 禮貌而高效的處理客人和員工詢問，對不能立即解決的投訴和問題進行匯報，并及時回饋和跟進。
Handles guest and associate enquiries in a courteous and efficient manger, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
? 了解關于員工及行業關系的法律、法規，理解并嚴格遵守員工手冊中的規章制度，及酒店關于防火、衛生、健康和安全的制度。
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
? 積極參與員工福利、安全、發展及健康的活動，并給予建議、咨詢和真實、恰當的反饋。
Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.
? 確保高標準的個人形象和儀容儀表。
Ensures high standards of personal presentation & grooming.
? 與客人和同事保持基于良好工作關系的接觸。
Maintains positive guest and colleague interactions with good working relationships.
? 始終展現負責的管理和行為，并以積極的形象代表酒店管理團隊和凱悅酒店集團。
Exercises responsible management and behavior at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation.
? 通過“靈活處理工作”（適當情況下）和簡化工作流程，來回顧和不斷探索所有員工的生產力水平改善。
Reviews and constantly seeks productivity level improvements through the process of “taking work out of the system” (when appropriate) and through streamlining of work process.
? 根據酒店、行業和公司的指引，回應需求、改變，執行任何合理的任務及額外職責。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.