Reservations Manager 预订部经理

岗位描述 JOB SUMMARY
1.Responsible for the daily
operations of Hotel Reservations Department.
负责及酒店订房部的日常运作。
2. Assist Director of Revenue
Management in overseeing the operations of Hotel Reservations Department while maximizing revenue.
协助收益总监预订部的运作，以提高公司收益。
3. Create and maintain daily, monthly and yearly reports for forecasting and analysis.
建立及维持准确的日报表、月报表及年报表以作预测及分析。
4.Review reports and monitor all related business trends on a regular basis to make any revenue and reservation business related decisions or recommend any appropriate actions plan for all market segments with the approval of the Director of Revenue Management.
定时审阅报告及监察所有相关行业趋势，作出正确的商业决定，及向收益总监就不同市场作出适当的建议及提交合适的计划。
5.Assist with rate changes, block arrangements, open and close any Hotel related channels, all room relate promotions to control hotel inventory in order to maximize revenue.
协助处理价格更改、资源调配、灵活开放酒店的任何相关销售渠道、及所有相关客房推广活动，有效地控制酒店客房资源，以提高公司收益。
6.Ensure all information relating to company, guests, data and reports are true and accurate in all systems and channels and all required tasks are completed with accuracy in a timely manner for the department.
确保所有关于公司及客户的数据及报告均为事实，并准确记录于所有系统及程序中。确保有效率及时地完成所有工作。
7.Create a desired work culture and cooperation among colleagues and staff across other departments maintaining positive working relationships with all employees.
创建一个理想的工作文化，与其他部门同事保持良好的合作伙伴关系，以维持部门间正面的工作环境与氛围。
8.Maintain a safe, clean and organized working environment.
维持一个安全、整洁及有系统的工作环境。
9.Ensure compliance of the company’s,department’s internal policies, government regulations and/or any applicable policy and procedure.
确保所有行为均合乎公司及部门的政策，并遵守政府条例和/或其他适用的政策及程序。
10. Communicate in a professional manner and handle effectively with both internal and external guests’enquiries and complaints.
以专业的态度有效率地处理顾客及内部员工的查询及投诉。
11.Maintain high service standard by achieving and maintaining Mobil score of 93% or above.
维持高水平的服务，以达到及维持93%或以上之Mobil评分指标。
12.Monitor and maintain appropriate scheduling to satisfy the volume of activity in the Hotel Reservations Department and ensure high level of guest service.
监察及维持合适的工作时间表以满足市场推广及预订部的营运要求，同时确保高水平的顾客服务。
13.Monitor employee adherence to performance standards regularly. Establish and maintain open channels of communication within the Hotel Reservations Department.Establish a team atmosphere where all members are treated with dignity and respect.
定时监察员工的工作表现。在团队内建立及维持开放式的沟通渠道。建立团队精神，使每位团队成员享有同等的对待及尊重。
14. Trains, counsels, coaches and spot checks staff in the performance of their duties; prepares and presents regular performance reviews to ensure a high quality guest experience.
培训、劝导、辅导、及观察员工的工作表现；定时为员工作出工作表现评估以确保高水平的顾客满意程度。
15.Cross train in other relevant departments to improve overall skill sets.
接受其他相关部门的培训以提高整体能力。
16.Perform any special projects assigned by management.
完成上级指派的特别项目。
17.Performs other job related duties assigned.
完成被指派的其他与职务相关之工作。
JOB QUALIFICATIONS 任职资格
1.Working Experience: Preferable 3 years or above related experience in hotel reservation environment with good knowledge of Revenue Management Concept and excellent leadership skills with 1 year management level preferred. Must have a track record of effective and successful management.
工作经验：具三年或以上从事酒店预订之相关工作经验，熟悉盈收管理概念和拥有卓越的领导能力，具一年管理经验者优先。须具良好管理经验的相关纪录。
2.Educational Level: University Degree preferred. Graduate in hotel management studies or equivalent.
学历：大学毕业优先。须修读酒店管理或相关范畴。
3.Language Skill: Must be able to speak and write English and Chinese (Mandarin).
语言：具备流利的中英文口头及书面表达能力。
4.Computer Skill: Ability to operate computer and Microsoft Office. Ability to learn multiple computer programs (i.e. Opera, Cisco Telephone System). Must be able to accurately type 30 wpm. Efficient in Opera and Cisco phone system preferred.
计算机技巧：懂计算机操作及使用微软Office办公软件。能学习多种计算机程序(如Opera, Cisco电话系统) 。文字输入速度须达每分钟30字。熟悉Opera及Cisco电话系统操作优先。
5.Age: Must be at least 25.
年龄： 25岁或以上。
6.Customer interaction: Must have excellent interpersonal skills to deal effectively with all business contacts, maintain a professional, neat and well-groomed appearance.
与顾客沟通：具良好的顾客服务、人际关系和沟通技巧，有效地处理跟商业伙伴的联系，维持专业整洁的外观。
7.Teamwork: Must be able to get along with co-workers and work as a team. Team building and problem solving skills are required. Must be able to implement departmental procedures in accordance with hotel’s mission statement.
团队精神：与同事保持良好关系，发挥团队精神，具解决问题的技巧。并能根据酒店的营运使命以履行部门程序。
8.Flexible schedule: Must be able to work various shifts including weekends and holidays.
弹性工作时间表：需轮班工作，包括周末及公众假期。
9.Other requirements: Must have excellent customer service skills and be able to lead and teach a strong team. Able to work independently and have good understanding in operations. Willing to learn all related department’s policy and procedures.
其他要求：须具良好的顾客服务技巧，领导及培训队员的能力。能独立处理日常工作，熟悉部门的运作。乐于学习其他相关部门之政策及程序。