Job Summary 職位簡述 Create a working environment that supports our core values. Supervise operations of Reservation, with the aim to achieve consistent level of service. Optimize revenue by effectively following the set selling strategies through revenue management. Providing leadership and support to Reservation agents through motivation, coaching, mentoring, and support by following. “Performance Management and Quality Control Processes and Procedures”, with the overall aim of achieving key targets. 創(chuàng)建一個支持我們核心價值觀的工作環(huán)境。監(jiān)督預(yù)訂運營，目的是達到一致的服務(wù)水平。通過收益管理有效地跟進設(shè)定的銷售策略來優(yōu)化收益。通過激勵，教導(dǎo)，指導(dǎo)及遵循“績效管理和質(zhì)量控制流程和程序”，為預(yù)訂員提供領(lǐng)導(dǎo)和支持，總體目標(biāo)是實現(xiàn)關(guān)鍵目標(biāo)。 Key Duties and Responsibilities 主要義務(wù)和職責(zé) 1.Understand departmental performanceobjectives (key performance indicators) and help monitor and regularly measureprogress towards these goals. 理解部門的績效目標(biāo)（關(guān)鍵績效指標(biāo)），幫助監(jiān)督和定期衡量實現(xiàn)目標(biāo)的進展。 2.Supervise incoming calls and shiftstaffing, avoid or minimize missed calls, return missed calls promptly. 監(jiān)督來電和各班次人員安排，避免或使未接來電最小化，漏接電話及時回電處理。 3.Assign and direct team members toensure that the team completes the daily job. 分配和指導(dǎo)團隊成員工作，確保部門每日完成班次內(nèi)工作。 4.Deal with no-shows and latecancellations through surveys and records, and collect fees effectively. 通過調(diào)查和記錄來處理預(yù)訂未到和延遲取消，有效收取費用。 5.Update the routing in Operaaccording to the credit list issued by Finance. 根據(jù)財務(wù)發(fā)的信貸協(xié)議表更新Opera中的掛賬設(shè)置。 6.Ensure that a comprehensive filingsystem is maintained in Reservation. 確保在預(yù)訂部保持全面的存檔系統(tǒng)。 7.Accept waiting list reservations andeffectively monitor reservation status based on priority. 接受等待名單預(yù)訂，并根據(jù)優(yōu)先級有效地監(jiān)控預(yù)訂狀態(tài)。 8.Check all previous day reservationsfor accuracy and consistency and ensure all guest information and requirementsare properly entered into the system. 檢查前一天的所有預(yù)訂以確保準(zhǔn)確性和一致性，同時確保所有客人信息和需求正確輸入系統(tǒng)。 9.Communicate effectively with otherresort departments and partners to ensure a satisfactory guest experience andmaximize revenue. 與度假區(qū)其他部門及合作伙伴進行高效溝通，確保賓客有滿意的體驗且收益最大化。 10.Efficiently handle real-time guestcomplaints. 高效處理實時賓客投訴。 11.Supervises the team's daily work andprovides constructive, ongoing support and advice to enhance the guest serviceexperience and maximize resort revenue. 監(jiān)管員工每日工作，提供建設(shè)性的，持續(xù)的支持和建議以提高賓客服務(wù)經(jīng)驗以及實現(xiàn)度假區(qū)收益最大化。 12.Monitor and test employees'knowledge level and business skills orally or in writing, and assist employeesto improve through continuous coaching. 通過口頭或書面形式監(jiān)測和測試員工的知識水平以及業(yè)務(wù)技能，通過持續(xù)性的輔導(dǎo)幫助員工提升。 13.Responsible for holding departmentbriefing to ensure that the team is informed of resort activities andoperations. 負責(zé)召開交班會，確保團隊了解度假區(qū)活動和運作動態(tài)。 14.Responsible for scheduling,attendance record, timely communication with superiors in case of employeeleave and absence, and adjust the staff on duty to ensure that the operation isnot affected. 負責(zé)排班、考勤工作記錄，遇員工請假缺勤等情況及時與上級進行溝通并調(diào)整在崗人手，確保運營不受影響。 15.Maintain the inventory ofconsumables required by the department. 維護部門所需耗材的庫存。 16.Complete other tasks assigned bysuperior. 完成上級領(lǐng)導(dǎo)交代的其他工作任務(wù)。