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【崗位職責(zé)】 1、了解酒店收益的組成，為未來價(jià)格設(shè)置和磋商提供數(shù)據(jù)； 2、留意競爭對(duì)手所有收入部門的定價(jià)，了解本地市場的動(dòng)態(tài)和需要的產(chǎn)生，并推薦適當(dāng)有關(guān)酒店定價(jià)和市場組合策略的行動(dòng)給收入室工作團(tuán)隊(duì)； 3、制定酒店經(jīng)營策略和計(jì)劃, 并確保落實(shí)執(zhí)行； 3、通過對(duì)歷史數(shù)據(jù)和當(dāng)前預(yù)訂的分析，作出報(bào)表并提出可實(shí)施方案。 【崗位要求】 1、1年以上同崗位工作經(jīng)驗(yàn)； 2、口語及書面表達(dá)能力強(qiáng)； 3、具有同行酒店銷售信息收集及分析能力。

Process all incoming and outgoing calls accurately and courteously 正確并禮貌地處理所有打進(jìn)和打出酒店的電話 Records and controls accurately wake up calls 準(zhǔn)確記錄并管理叫早服務(wù) Pages guests in co-operation with concerned departments 與相關(guān)部門合作，對(duì)客人進(jìn)行呼叫 Records all entries on traffic sheets 將所有條目記錄到電話單上 Assists guests with international calls and directory queries 協(xié)助客人處理國際長途和號(hào)碼查詢 Calls guests by name whenever possible 盡量稱呼客人的姓名 Pages staff member when requested 如有需要，對(duì)工作人員進(jìn)行呼叫 Abides by principles of guest privacy 遵守保護(hù)客人隱私的原則 Handles guests needs or requests and reports complaints to the Telephone Supervisor 滿足客人的需要或請(qǐng)求，并向總機(jī)主管匯報(bào)投訴情況 Report on logbook daily 每日記下工作日志 Bill call costs 提供電話費(fèi)單據(jù) Aware of local telephone listings and frequently dialed numbers 熟悉當(dāng)?shù)仉娫挶硪约俺芴?hào)碼 Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations 嚴(yán)格遵守處理緊急事件，如火災(zāi)、炸彈威脅和其它危機(jī)的標(biāo)準(zhǔn)政策和工作程序 Advises defects on switchboard equipment to Supervisor 向主管匯報(bào)總機(jī)設(shè)備出現(xiàn)的問題 Maintains a clean work environment 保持工作環(huán)境的清潔 Attends to all guest queries and requests promptly 及時(shí)處理客人的所有問詢和要求 Maintains detailed knowledge of the Hotel’s fire, life and safety system 熟知酒店的消防、救生和安全系統(tǒng) Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard 熟知緊急事件處理小組的相關(guān)情況以及電話室在此方面的工作方式 Maintain Hotel Information 保管酒店相關(guān)信息 Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques 運(yùn)用銷售技巧和房間銷售升級(jí)推廣洲際酒店集團(tuán)的產(chǎn)品和服務(wù) Promote the Hotel’s (and ICHG generally) products and services 推銷酒店（以及整個(gè)洲際酒店集團(tuán)）的產(chǎn)品和服務(wù) Maintain a high level of product and service knowledge about all ICHG Hotels in your region 充分了解所在地區(qū)的洲際酒店集團(tuán)成員的產(chǎn)品和服務(wù) Develop and maintain a regular pattern of sales calls 發(fā)展和維護(hù)常規(guī)電話銷售模式 Prepare and execute action plans which increase reservation sales and associated business 為提高預(yù)訂和相關(guān)業(yè)務(wù)制定并實(shí)施行動(dòng)計(jì)劃 Record and process reservations made by phone/fax/email 記錄和處理通過電話，傳真，電子郵件進(jìn)行的預(yù)訂 Accept wait list reservations 接受等待預(yù)訂 Process amendments to reservations such as extensions, early departures, etc 處理延遲，早退等預(yù)訂更改 Manage “no show” reservations by investigation and recording of same 調(diào)查和記錄預(yù)抵未達(dá)預(yù)訂 Record special billing arrangements for groups and conventions 準(zhǔn)確輸入團(tuán)隊(duì)和會(huì)議團(tuán)隊(duì)的特殊付款方式 Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval 有信貸要求的預(yù)訂須與前廳部和財(cái)務(wù)部經(jīng)理保持密切聯(lián)系優(yōu)先溝通

Job Responsibility: 崗位職責(zé)： 1.Review daily reservation accuracy, rate compliance from segment and source, system close-out when necessary and rate availability. 檢查每天預(yù)定的準(zhǔn)確率，各個(gè)細(xì)分市場和渠道的價(jià)格，在必要時(shí)打開或關(guān)閉系統(tǒng)和價(jià)格的可見性。 2.Ensure clients’ satisfaction and adherence to Kempinski service standards. 確?？蛻舻臐M意度和遵守凱賓斯基的服務(wù)標(biāo)準(zhǔn)。 3.Follow internal credit policy. 遵循內(nèi)部信貸政策。 4.Follow up on lost business and bring information about them to the knowledge of the department superiors. 跟進(jìn)丟失的業(yè)務(wù)，并把相關(guān)信息上報(bào)給部門上級(jí)。 5.Spot-check reservations made the previous day and check all VIP arrivals. 抽查預(yù)定的前一天，檢查所有抵達(dá)貴賓。 6.Test calls LQA / IFH results > 85%。 LQA/ IFH測試高于85％。 7.Follow the internal up-sell programme for Reservations department. 遵循預(yù)訂部高價(jià)銷售。 8.Perform any other duties as assigned to them by management. 執(zhí)行分配給他們的其他任務(wù)。 Job Requirements:? 任職要求： 1.Previous hotel-related experience beneficial. 有酒店相關(guān)工作經(jīng)驗(yàn)者優(yōu)先。 2.Excellent written and verbal communication skills. 優(yōu)秀的書面和口頭溝通能力。