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岗位职责
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。
岗位要求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。
美国万豪集团旗下的上海国际旅游度假区万怡酒店坐落于上海迪士尼乐园大门西侧900米处,车程仅3分钟,驱车前往上海浦东国际机场仅需20分钟。酒店每天为住客免费提供不间断地往返迪士尼度假区的穿梭巴士以及去往浦东机场的送机巴士。 上海国际旅游度假区万怡酒店建筑面积达26,000平方米,外观建筑为休闲度假的风格,结构简洁、色彩明亮;内部设计为现代禅意的风格,移步易景、怡韵游心。酒店拥有355间人性化设计的客房让宾客充分享受兼顾工作和休闲的平衡。酒店客房面积由25至62平方米不等,包括舒适的豪华房、贵宾房和套房。此外,酒店专为家庭休闲游客提供亲子野营房和露台房。 宽敞优雅的自助餐厅万荟轩全天候提供环球美食和零点菜单,行政总厨带领厨师团队精选新鲜纯正的原料创作地道本帮菜、新式粤菜及创意西餐等臻品佳肴。惬意柔和的氛围、精心调制的饮料和鸡尾酒令大堂酒廊成为小型商务洽谈,朋友聚会放松的理想场所。 上海国际旅游度假区万怡酒店共提供715平方米的宴会和会议空间,包括333平方米可容纳300人酒会的大宴会厅、廊厅以及四个多功能厅。作为理想的会议举办之地,上海国际旅游度假区万怡酒店提供先进的宴会会议设施、灵活的场地方案、细致周到的服务,确保商务活动及宴会的圆满成功。酒店还提供配备先进器械的健身中心和六间独立水疗护理室让宾客挥汗如雨,愉悦放松 为了让家庭旅客享有至臻至美的旅行体验,上海国际旅游度假区万怡酒店为3至12岁的儿童宾客量身打造了一个充满惊喜的儿童乐园。淘气堡、蹦床、滑滑车和迷你屋缔造奇幻之旅。