Reservation Agent 预订文员 - Chongqing, 中国 - Hilton

描述

岗位职责/职位描述
Position Summary 职位概述
1.Coordinate with other operating departments such as Front Office, Concierge,
Housekeeping, Restaurant, Bars & Events to arrange guest's requirements.
使用销售技巧,以优化酒店收入并一直显示高水平的客户服务。
2.Upsell the hotel's products and services.
推销酒店的产品和服务。
3.Solve complaints from clients in regard to reservations and take immediate remedy action.
解决客户关于预订的投诉并立即采取补救行动
4.Handle all reservation requests efficiently and professionally.
有效和专业的处理所有预订请求。
5.Enter reservations requests, amendments and cancellations properly, promptly and
into Opera PMS.
在系统里正确,迅速地输入预订请求,修改和取消预定。
6.Handle all specific requests on room allocation properly.
妥善处理所有房间分配的具体请求。
7.Ensure accurate statistics codes, are properly entered into Opera PMS.
确保准确的统计价格代码,并正确录入系统中。

What will I be doing?

As the Reservations Agent, you will be responsible for performing the following tasks to the highest standards:

• Complete Hilton University courses and pass the tests.

• Familiar with hotel product knowledge and activities.

• Maximize room sales and revenue for the hotel, prioritizing up-selling.

• Check daily all new reservations, cancel or change reservations, make sure information passed to relative departments are correct.

• Check arrival guests or groups of 3-5 daily, making sure the guest information, requirements and price information is correct.

• Perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, email, etc.

• Always maintain a sales attitude, not losing any sales opportunity in the hotel.

• Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.

• Make sure all commissions are correct and followed-up on promptly.

• Make sure all reject business is filed with the reasons.

• Ensure that all correspondence has been filed accordingly, with correct and updated information.

• Comply to the hotel credit policy and make sure all forecast revenues are met.

• Comply with set rooms supply and price control.

• Maintain and update guests' information and sales data by reservation procedures.

• Maintain high level guest service standards.

• Ensure all information input is correct.

• Keep close attention to team members' requirements, including attention to every team member's workload and duties, to fulfil operation needs.

• Maintain clean and tidy work areas at all times.

• Comply with all company policies relating to reservations.

• Comply with all systems and procedures as laid down by the hotel.

• Prioritize the quality of reservations.

• Strictly follow brand standards.

• Ensure that all team members have a complete understanding of and adhere to the hotel's team member rules and regulations.

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

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.