Reservation Sales Manager预定销售经理

[{{ $ctrl._job.status.name | translate}}] Reservation Sales Manager预定销售经理
Shanghai Marriott Hotel Pudong South

Posted

Job description

MAJOR RESPONSIBILIES 責任概要:

 
To assist with the Director of Sales: 协助销售总监:
  • Maintaining a high level of quality within the reservation sales department
维持预定部的一贯的高质量服务标准
  • Understand the importance of servicing internal customers as well as external
理解服务好内部客人和外部客人的重要性
  • To assist the DOS in developing a supportive and mutually beneficial relationship with other departments within the hotel
协助销售总监维持与发展预定部与酒店各部门的良好关系
  • To oversee general office procedures and provide guidance and support to department staff, with a focus on sales effort
检查与监督部门内的工作程序,并于本部门员工一起达到销售成就
 
SPECIFIC DUTIES 工作任務:
 
Essential Functions: 职责

Set an excellent example by performing the tasks of a reservation sales agent in an outstanding manner by: 为预定部员工在工作中树立一个良好的形象

  • Handle incoming calls using good listening and communication skills to secure information necessary to complete a reservation
很好地运用聆听沟通技巧来接听电话完成预定销售
  • Know and understand the hotel selling strategy for maximizing hotel occupancy and revenue. Strive to follow this strategy when selling the hotel to prospective guests using feature and benefit sales skills
     理解并了解酒店的销售政策,并尽可能大得为酒店创造利润。根据酒店的销售政策并尽可             能的运用酒店的优势来吸引顾客入住
  • Be familiar with Marriott Rewards Program and the reservation procedures applicable to that program.
熟悉万豪礼赏计划并能熟练运用到预定中
  • Inform DOS of any trends/concerns noticed while communicating with guests
向销售总监汇报在于客人交流中,客人提及到的任何与其利益相关的问题
  • Interact with the Front Desk for the following: 与前台合作
  • Continually PA reservations to front desk on an outgoing basis.
  • 不间断地将预定系统转到前台系统
  •   Handle contiguous stay records correctly.
  • 准确处理并保证客史纪录的准确性
  •   Clear all records held in the error log, as they need to be reviewed.
  • 处理并回顾系统误差
  •  Clear the queues from MARSHA on an outgoing basis and correct any changes that need to be made.
  • 处理MARSHA里的Q,并根据其要求在系统中修改或更正
  •   Work with the front desk staff to answer any questions regarding rates or guest concerns so as guests receive efficient and professional service.
  • 与前台员工合作,以专业有效率的服务标准,回答他们或客人在房价上提出的疑问
    • Review and audit travel agency commissions on a daily basis and transmit data to CTAC system. Use CTAC system to process any commission inquiries or late payments.
    回顾并稽核旅行社每天在CTAC系统中的返佣数据。并运用CTAC系统来处理返佣
    • Ensure all reservation confirmation requests handle within 24 hours.
    确保在24小时内处理并确认所有预定要求
    • Make sure all work areas are kept neat, clean and hazard free. Avoid any unsafe work practices.
    确保工作区域的干净整洁。避免工作中的安全隐患
           

    Perform the following Supervisor duties: 做好督导工作

    • Participate in monthly meetings, adding ideas to improve the environment of the department. Critique the quality and quantity of work being done.
    参加每月例会,为提高部门的工作环境提供有效建议。批评工作中的不足之处
    • Be able to make good judgment decisions when the sales agents as for assistance.
    帮助预定部员工做出正确的判断
    • Monitor agents while they are on the phone. Insure that calls are answered by the third ring whenever possible and that following the standards of a Marriott Reservation call.
    监督员工接电话中的质量。确保所有电话都在铃响3声内接起,并按照万豪预定标准进行预定
    • Insure that all files of past and future reservations are kept up to date and are rotated every month.
    确保上月预订和将来预定文件的归档,并且轮流将每月数据归档
    • Insure that daily checklists are being utilized and that tasks are performed on a timely basis.
    确保员工有效利用每天的工作检查表上规定时间及时准确地完成工作
    • Prepare the 3-day forecast to HR.
    每天预测3天内客房率给人事部
    • Prepare weekly office work schedule to maximize productivity and keep abandoned calls at a minimum.
    准备每周工作进度表使生产力最大化,并保持是未接电话流失率最小化
    • Coach/counsel agents when performance is below standards while motivating/ encouraging them to improve. Inform DORS if appropriate.
     当员工工作质量低于标准时及时指出并给与指导,激发并鼓励员工进步,如有需要,告知 预定销售总监
    • Train new reservation sales agents on office tasks and provide follow-up training and development for new associates.
    根据酒店预订销售程序培训和发展新员工
    • Identify trends/needs of transient guests gathered via reservation process.
    根据预定步骤,发现顾客的真正需要
    • On a daily basis, motivate agents to ensure that there is a constant high level of enthusiasm in the office.
    激励员工使部门一直保持在一个较高水准


    Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual. Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
     
    Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

    Requirements

    See description

    Details

    Job type
    Full-time
    Location
    Shanghai, China
    Department
    Reservations
    Starting in
    As soon as possible
    Duration of the contract
    Indefinite

    Other suggested jobs

    {{:: 'Telephone Operator' | ellipsis : 40 : true }}

    {{:: 'Carlton Hotels & Suites' | ellipsis : 35 : true }}

    {{:: 'Kitchen Manager (Voluntary)' | ellipsis : 40 : true }}

    {{:: 'Mercy Ships' | ellipsis : 35 : true }}

    {{:: 'Baker (Voluntary)' | ellipsis : 40 : true }}

    {{:: 'Mercy Ships' | ellipsis : 35 : true }}

    {{:: 'Executive Chef (Voluntary)' | ellipsis : 40 : true }}

    {{:: 'Mercy Ships' | ellipsis : 35 : true }}
    Other jobs
    Host/Hostess
    Sarasota, FL, United States
    Room Attendant
    Houston, TX, United States
    Guest Experience Specialist (Front Desk)
    Wellington, FL, United States
    Golf Service Support Expert
    Sarasota, FL, United States