ESSENTIAL DUTIES AND RESPONSIBILITIES ?主要工作職責(zé)： 1.To assist S&M department in ensuring that the Departmental Operating Budget is adhered to and that all costs are strictly 協(xié)助銷售部達(dá)成部門預(yù)算 2.Be able to stand or making his/her own decision, even superior is not around 能夠做正確的判斷和決定 3.Initiates action to ensure guest comfort, safety and satisfaction 確保客人的舒適性，安全性和滿意度 4.Train reservation agents to meet its standard 培訓(xùn)預(yù)訂部文員達(dá)到預(yù)訂部要求和標(biāo)準(zhǔn) ?5.Applies policy and procedure guidelines to solve problems in terms of guest complaints and others 處理并解決客人的投訴和其他問(wèn)題 6.?Coordinates with the team in order to maintain an effective atmosphere and an efficient service 和各部門良好合作，保持有效工作的氛圍和高效的服務(wù) 7.To follow policy and procedure in confirming room rate and deposit based on management courtesy 根據(jù)酒店政策確認(rèn)房?jī)r(jià)和要求預(yù)付款 8.Be proactive in assisting reservation with all requests, ensure that the explanation is clear and updated, handle with helpful manner and friendly, and utilize guest name at all the times 積極主動(dòng)地協(xié)助客人所有預(yù)訂需求，樂(lè)于助人，確保清楚地解釋和更新，溝通中稱呼客人名字。 9.Handling reservation and ensure getting all complete names, flight details, method of payment as well as correct contact details. 處理預(yù)訂，確保獲得客人所有客人全名，航班信息，付款方式以及正確的聯(lián)系方式 10.To arrange and organize guest request with other department , ensure that all is in order 與其它相關(guān)部門溝通并組織安排客人的要求，確保準(zhǔn)確無(wú)誤 11.To provide accurate information for other department in related to guest preference, time of arrival and departure mentioned on the booking 把客人的喜好，到達(dá)/離店時(shí)間等準(zhǔn)確信息提供給到相關(guān)的其他部門 12.Ensure that all enquiries are answered promptly and do necessary remark /highlight for any specific request 及時(shí)答復(fù)所有問(wèn)詢，對(duì)于客人特殊需求要做好必要的記錄/強(qiáng)調(diào) 13.?To update all guest profiles based on Corporate office standard 根據(jù)總部的標(biāo)準(zhǔn)，更新客人的profile 14.Cross checking "booking report" and " Expected Arrival report" generated by ACR/GDS/WEB to avoid discrepancies as well as ability to making sure interface is working in order 檢查ACR/GDS/WEB的預(yù)定，以避免漏失，同時(shí)檢查Interface工作是否正常 15.Work with Reservation Center closely, in order to make sure guest’s booking going on smoothly. 與預(yù)定中心密切合作，保證客人的預(yù)定準(zhǔn)確順暢的進(jìn)行 16.To improve and update knowledge of job, hotel facilities in general and be familiar with Aman resorts properties 提高更新工作相關(guān)知識(shí)，酒店設(shè)施，并熟悉所有安縵酒店 17.To work with other Front Office staff to coordinate a smooth operation 和前廳部同事合作，確保日常運(yùn)營(yíng)順暢 18.Communicate with other department on any case to maximize guest satisfaction 有情況時(shí)與其它部門溝通，以提升客人的滿意度 19.Always up sell room and guest activities to maximize hotel revenueUp sell 房型和賓客活動(dòng)，使酒店收益最大化

崗位職責(zé)： 領(lǐng)導(dǎo)和鼓勵(lì)預(yù)訂團(tuán)隊(duì)實(shí)現(xiàn)酒店關(guān)于預(yù)定測(cè)試電話規(guī)范的好成績(jī)。 始終保持服務(wù)質(zhì)量和專業(yè)精神，滿足和超越客人的預(yù)期值。? 迅速解決客人投訴、問(wèn)訊和要求等運(yùn)營(yíng)問(wèn)題和請(qǐng)求。在客服方面實(shí)行全面、積極的解決方法。? 員工對(duì)“客戶”需求的關(guān)注和重視，盡可能提供個(gè)性、體貼的服務(wù)，充分、有效的利用管理技能鼓勵(lì)和激發(fā)員工的工作積極性 掌握關(guān)于酒店住房的術(shù)語(yǔ)如房?jī)r(jià)、房態(tài)。酒店設(shè)施等相關(guān)知識(shí)。根據(jù)預(yù)訂情況更改現(xiàn)有的預(yù)訂并且預(yù)測(cè)現(xiàn)有的和未來(lái)的預(yù)訂情況。? 通過(guò)合適的途徑。向客人提供優(yōu)質(zhì)服務(wù)和最新。最準(zhǔn)確的信息。 鼓勵(lì)客戶對(duì)酒店的硬件、服務(wù)提出意見，認(rèn)真傾聽，然后對(duì)客戶意見采取針對(duì)性的舉措。要不斷的提高對(duì)客服務(wù)水平，確保贏得客人最大程度的滿意熱忱的關(guān)注。

Scope of Position The Reservations Supervisor will provide a personal consultation and will assist all guests with selecting most ideal possible room choice. Requirements College 3 years Hotel Reservations experience Excellent overall communication and telephone skills Able to multi-task The ability to work well in a team environment Strong Customer service skills Knowledge of SMS, including configuration Knowledge of GDS including rate loading and management Administration and secretarial skills (letter writing, etc.) Supervisory experience and skills Training Techniques  Experience with Microsoft Word and Excel Excellent typing skills Fluent in English and local language Good telephone manners Knowledge of telephone sales techniques Team builder Good decision maker Result-oriented Organized Initiative Diligent Meticulous Neat and tidy Team player Leadership skills Able to work under pressure Willing to take responsibilities Positive attitude Flexible Multi-lingual is preferred 職責(zé)范圍 員工要具備的職責(zé)有： 預(yù)訂主管負(fù)責(zé)為客人介紹、推薦客人所需的最佳房型。 職位要求 大專 至少三年的酒店預(yù)訂經(jīng)驗(yàn) 良好的溝通和電話技巧 能同時(shí)處理多種工作 良好的團(tuán)隊(duì)合作精神 為客服務(wù)意識(shí) 掌握SMS, 包括系統(tǒng)設(shè)立 了解GDS, 包括價(jià)格上傳和管理 行政和秘書技能（信件書寫等） 相關(guān)主管經(jīng)歷和技能 培訓(xùn)技能 掌握Word和Excel 良好的打字技巧 能用中英文進(jìn)行書面和口語(yǔ)交流 主動(dòng) 勤勞 謹(jǐn)慎 整潔 團(tuán)隊(duì)精神 領(lǐng)導(dǎo)技能 能承擔(dān)壓力 勇于承擔(dān)責(zé)任 態(tài)度積極 靈活

Scope of Position The Reservations Agent will provide a personal consultation and will assist all guests with selecting most ideal possible room choice. Requirements College Excellent overall communication and telephone skills Able to multi-task The ability to work well in a team environment Strong Customer service skills Experience with Microsoft Word and Excel Excellent typing skills Able to communicate written and spoken English Multi-lingual is preferred 職位范圍 員工要具備的職責(zé)有: 預(yù)訂文員負(fù)責(zé)為客人介紹、推薦客人所需的最佳房型。 職位要求 大專學(xué)歷 工作知識(shí)  良好的溝通和電話技巧 能同時(shí)處理多種工作 良好的團(tuán)隊(duì)合作精神 為客服務(wù)意識(shí) 掌握Word和Excel 良好的打字技巧 能用中英文進(jìn)行書面和口語(yǔ)交流

Ensuring guests receive the highest level of service possible in an efficient, courteous and professional manner. Maximize hotel revenue to achieve or exceed company’s budget and target. To follow policy and procedure in confirming room rate and deposit based on management courtesy. Be proactive in assisting reservation with all requests, ensure that the explanation is clear and updated, handle with helpful manner and friendly, and utilize guest name at all the times. Handling reservation and ensure getting all complete names, flight details, method of payment as well as correct contact details. To provide accurate information for other department in related to guest preference, time of arrival and departure mentioned on the booking. Cross checking "booking report" and " Expected Arrival report" generated by ACR/GDS/WEB to avoid discrepancies as well as ability to making sure interface is working in order. To improve and update knowledge of job, hotel facilities in general and be familiar with Aman resorts properties. Communicate with other department on any case to maximize guest satisfaction. Assist department head in compiling and preparing departmental reports and other related paper work. To update all contract/ agreement with agent, wholesaler, and outside company in related to room reservation and rate. Respect resorts policy and procedure for employee paper request related to personnel & Training and Accounting department. 1 year of relevant experience or an equivalent combination of education and experience.

1.負(fù)責(zé)向客戶提供最高效并禮貌的服務(wù)。另外，完成餐飲銷售部分配布置的各項(xiàng)任務(wù)。 2.協(xié)助餐飲銷售經(jīng)理 / 銷售副經(jīng)理。 3.熟悉酒店政策和程序。 4.非常熟悉酒店提供的設(shè)備和服務(wù)。