SPECIFIC DUTIES 工作任務 :
Ensure the delivery of friendly and efficient guest service with poise while speaking with a smile in your voice.
将微笑融入声音，为客人提供友好、高效、真诚的服务。
Ensure commercial management techniques of availability control are applied to achieve a maximisation of room revenue for the hotel. 
在控房方面运用商业的管理技巧使酒店的住房收入达到最大值。
Ensures the accuracy of the reservations received from all sources according to the hotel room availability and rate structure.
根据酒店可售房型及价格接收, 准确录入各订房渠道的预定。
Be knowledgeable about hotel accommodation, restaurants & bars and other facilities & services.
了解酒店客房、餐饮和其他服务设施。Provide guest with update hotel information on the hotel product, including room type, room rate, F&B promotion, opening hour…
提供客人酒店各种产品及服务的最新信息 （例,房态,房价,餐饮推广及营业时间等）。
Always try to sell higher rate rooms first （up selling） by promoting the features of the premium room versus standard room.
通过与普通客房相比推销高级客房特色的方式销售高级客房 （增销）。
Always offer alternative options when meeting resistance such as alternative rate/date/room type/waitlist
遇到困境时为客人提供多项选择 （例:其它价格/其它房型/等候名单）。
Ensure all guest requests are responded immediately.
确保所有客人需求得到即时回复。
Prepare arrival list for the following day.
准备下一天的到店预订列表。
Record all refused business with reasons for refusal.
记录所有未接受预定极其原因。
Assist Reservation Supervisor in preparing the daily/weekly/monthly Report.
协助主管准备每日每周及每月报表。
Maintain and update guest history and collecting marketing information.
保持及更新客史数据并收集市场数据。
Handle dissatisfied guests to resolve complaints and request assistance from other departments when necessary.
处理并解决客人的投诉，如有必要，可寻求相关部门的协助。
与系统供应商协作，确保所有通讯系统得到良好的维护保养。
Communicate with other department and within the department in a professional and positive manner
用专业和积极的态度与部门内部及其它部门进行沟通交流。
Maintains cleanliness and tidiness of the department.
保持部门的清洁和整齐。
Stock inventory taking for all necessary stationeries and forms.
确保部门工作所需物品得到及时供应。
Comply with all company policies relating to reservations.
遵守酒店所有与预定部相关的规章制度。
Attend assigned training sessions on time and as scheduled.
准时参加已安排的培训课程。
Ensure attendance to work is on time as scheduled.
按照预先安排的班次准时上岗工作。

JOB SPECIFICATION職位要求 :

• Being able to balance many jobs at the same time. Being able to prioritize is important
• 能够同时平衡几个工作，并分清主次。
• Being able to focus in details
• 工作认真仔细
• Willing to take responsibility
• 勇于承担责任
• Computer Knowledge
• 电脑知识
• Knowledge of MS office software
• 微软办公软件知识

• High quality written & spoken Mandarin and English
• 必须熟练掌握英语与中文

• With university degree or equivalent
• 大学毕业或同等学历

 •One year working experience, preferably in the hotel industry or call center.
• 一年工作经验，有酒店或电话中心从业经验为佳