预定员 Reservation Agent
上海雅恒房地产开发有限公司雅居乐万豪酒店
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：酒店/旅游
职位信息
- 发布日期：2017-07-15
- 工作地点：上海
- 招聘人数：若干人
- 工作经验：1年经验
- 学历要求：大专
- 语言要求：英语 良好
- 职位月薪：3-4.5千/月
- 职位类别：预定员
职位描述
职位描述：
MAJOR RESPONSIBILITIES 責任概要 :
? Handle all reservation requests via telephone, fax, mail and Internet in a friendly, efficient and prompt manner.
礼貌有效地处理通过各种途径收到的预定，如，电话，传真，邮件，英特网。
? Answer the incoming phone calls 3 rings follow the Marriott 3-steps sales process.
在电话铃声3声内接起电话，并按照万豪3步销售标准来完成。
? Handle the incoming faxes/mails/emails reservation inquires within 24 hours according to the hotel standard on a daily basis.
在收到传真/信件/邮件等预定要求，根据酒店当日报价，在24小时之内完成所有预定。
? Perform and complete the Reservation Sales Office daily shift duties.
根据预定部排班准时上下班
? Maintaining a high level of quality within the reservation sales department.
保持保证预定部的高质量服务理念
? Understand the importance of servicing internal customers as well as external.
了解并理解出色的为所有客人服务，无论是内部和外部的客人
SPECIFIC DUTIES 工作任務 :
? Answer all phone calls promptly and in a friendly manner
以积极友好的态度回答每一个电话
? Ensure the phone calls are answered within 3 rings whenever possible and that following the standards of a Marriott Reservation call
确保在电话铃声响起3声内接起电话并借严格按照万豪预定销售标准来完成预定
? 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
? Handle all incoming faxes and reply to customer in a courteous manner
礼貌有效地处理传真
? Process and respond to reservation requests efficiently and effectively, all reservation confirmation requests should be handle within 24 hours
积极有效地回答所有疑问，所有已完成的预定必须在24小时内给出确认
? Handle reservation requests from other departments
有效处理各部门的预定要求
? Understand the hotel’s policy in cancellation, no-show and credit facilities
了解酒店的更改，取消，客人未到的政策
? Check and follow all traces on a daily basis
检查并且根据当天的情况来解决问题
? Check and file all necessary reports on a daily basis
检查并装订每天必须的所有报表
? Be aware at all times of the selling status, rates, packages and groups coming into the hotel
熟悉并且了解酒店当天的销售情况，包括房价，促销，当天的入住团队
? Know and understand the hotel selling strategy for maximizing hotel occupancy and revenue. Strive to follow the strategy when selling the hotel to prospective guests by 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。
? Complete understanding of MARSHA, Oscar and Fidelio Front Office systems
完全了解酒店的系统，包括MARSHA, Oscar 和 Fidelio
? Be able to clear the error log & Marsha queues
能够很好地处理误差登记和Marsha Q
? Be knowledgeable of Marriott Rewards program and Frequent Flyer programs and the reservation procedures applicable to that program
熟悉万豪礼赏计划和各个航空公司里程计划并运用到预定程序中
? Have specific knowledge of hotel layout and design of each guestroom. Be familiar with the surrounding area as well as other Marriott hotels in the area
了解酒店及客房的布局。熟悉本酒店附近所有的万豪集团酒店地理位置，以便可以随时交叉销售
? Understand how the Sales, Event Management and Front Desk relate to the Reservations Department
了解销售部，宴会统筹部，前厅部与预定部相关联的地方
? Understand how the Worldwide Reservation Centers function in relation to the hotel.
了解环球定房中心的重要性
? Liaise with colleagues in a helpful, friendly and courteous manner
与同事之间友好相处
? Maintain a neat and clean appearance in your dress code as well as in your work area
保持着装的清洁，工作区域的整洁
? Perform the Reservation Sales Office daily shift duties and all reasonable requests of management
根据排班每天准时上下班，如有特殊要求可以在排班时提出
JOB SPECIFICATION職位要求 :
Profile of Competency
工作能力: ？
Enthusiastic and motivated 积极主动
Strong communication skills 良好的沟通技巧
Detail oriented and accurate in work 工作细心仔细
Team spirit 良好的团队精神
Efficient and effective 充满活力
Direct telephone sales skills 良好电话销售技巧
Working knowledge of the reservation 3-steps sales process 出色的根据3步销售程序完成预定
Experience with multi-brand selling 有酒店的销售经验
Basic knowledge of MS word and Excel 能够运用Word 和 Excel
Language 語言能力: ？
Proficiency in written and spoken English and Mandarin 有良好的中英文口语能力，并有良好的英语和中文的书写能力
Education 教育: ？
College and above.大专及以上学历
Job License
資格 / 等級証: ？ N/A
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. 作为一家平等雇佣的雇主，万豪国际集团承诺雇佣不同背景的员工并支持多元包容的文化。
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MAJOR RESPONSIBILITIES 責任概要 :
? Handle all reservation requests via telephone, fax, mail and Internet in a friendly, efficient and prompt manner.
礼貌有效地处理通过各种途径收到的预定，如，电话，传真，邮件，英特网。
? Answer the incoming phone calls 3 rings follow the Marriott 3-steps sales process.
在电话铃声3声内接起电话，并按照万豪3步销售标准来完成。
? Handle the incoming faxes/mails/emails reservation inquires within 24 hours according to the hotel standard on a daily basis.
在收到传真/信件/邮件等预定要求，根据酒店当日报价，在24小时之内完成所有预定。
? Perform and complete the Reservation Sales Office daily shift duties.
根据预定部排班准时上下班
? Maintaining a high level of quality within the reservation sales department.
保持保证预定部的高质量服务理念
? Understand the importance of servicing internal customers as well as external.
了解并理解出色的为所有客人服务，无论是内部和外部的客人
SPECIFIC DUTIES 工作任務 :
? Answer all phone calls promptly and in a friendly manner
以积极友好的态度回答每一个电话
? Ensure the phone calls are answered within 3 rings whenever possible and that following the standards of a Marriott Reservation call
确保在电话铃声响起3声内接起电话并借严格按照万豪预定销售标准来完成预定
? 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
? Handle all incoming faxes and reply to customer in a courteous manner
礼貌有效地处理传真
? Process and respond to reservation requests efficiently and effectively, all reservation confirmation requests should be handle within 24 hours
积极有效地回答所有疑问，所有已完成的预定必须在24小时内给出确认
? Handle reservation requests from other departments
有效处理各部门的预定要求
? Understand the hotel’s policy in cancellation, no-show and credit facilities
了解酒店的更改，取消，客人未到的政策
? Check and follow all traces on a daily basis
检查并且根据当天的情况来解决问题
? Check and file all necessary reports on a daily basis
检查并装订每天必须的所有报表
? Be aware at all times of the selling status, rates, packages and groups coming into the hotel
熟悉并且了解酒店当天的销售情况，包括房价，促销，当天的入住团队
? Know and understand the hotel selling strategy for maximizing hotel occupancy and revenue. Strive to follow the strategy when selling the hotel to prospective guests by 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。
? Complete understanding of MARSHA, Oscar and Fidelio Front Office systems
完全了解酒店的系统，包括MARSHA, Oscar 和 Fidelio
? Be able to clear the error log & Marsha queues
能够很好地处理误差登记和Marsha Q
? Be knowledgeable of Marriott Rewards program and Frequent Flyer programs and the reservation procedures applicable to that program
熟悉万豪礼赏计划和各个航空公司里程计划并运用到预定程序中
? Have specific knowledge of hotel layout and design of each guestroom. Be familiar with the surrounding area as well as other Marriott hotels in the area
了解酒店及客房的布局。熟悉本酒店附近所有的万豪集团酒店地理位置，以便可以随时交叉销售
? Understand how the Sales, Event Management and Front Desk relate to the Reservations Department
了解销售部，宴会统筹部，前厅部与预定部相关联的地方
? Understand how the Worldwide Reservation Centers function in relation to the hotel.
了解环球定房中心的重要性
? Liaise with colleagues in a helpful, friendly and courteous manner
与同事之间友好相处
? Maintain a neat and clean appearance in your dress code as well as in your work area
保持着装的清洁，工作区域的整洁
? Perform the Reservation Sales Office daily shift duties and all reasonable requests of management
根据排班每天准时上下班，如有特殊要求可以在排班时提出
JOB SPECIFICATION職位要求 :
Profile of Competency
工作能力: ？
Enthusiastic and motivated 积极主动
Strong communication skills 良好的沟通技巧
Detail oriented and accurate in work 工作细心仔细
Team spirit 良好的团队精神
Efficient and effective 充满活力
Direct telephone sales skills 良好电话销售技巧
Working knowledge of the reservation 3-steps sales process 出色的根据3步销售程序完成预定
Experience with multi-brand selling 有酒店的销售经验
Basic knowledge of MS word and Excel 能够运用Word 和 Excel
Language 語言能力: ？
Proficiency in written and spoken English and Mandarin 有良好的中英文口语能力，并有良好的英语和中文的书写能力
Education 教育: ？
College and above.大专及以上学历
Job License
資格 / 等級証: ？ N/A
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. 作为一家平等雇佣的雇主，万豪国际集团承诺雇佣不同背景的员工并支持多元包容的文化。
职能类别： 预定员
关键字： 预订部 文员 预订员 酒店
公司介绍
作为亚太区***规模的万豪品牌旗舰酒店，上海雅居乐万豪酒店于2011年11月24日正式开业。傲立于繁华的城市中心，位于西藏中路，毗邻人民广场和人民公园，与各个***的文化、娱乐和购物场所近在咫尺。信步可至南京路步行街、人民公园和外滩以及人民广场地铁站（地铁1、2、8号线的交汇站）。
上海雅居乐万豪酒店拥有720间客房，在39层楼高的酒店里，宾客们还可以享受到来自5个不同餐厅的各式美味。酒店六楼设有一个豪华水疗中心，同时配备7个私密理疗室，让宾客们的身心得到放松和享受。酒店还提供25米长的室内游泳池，其中按摩池，蒸汽房和桑拿尽在设施齐全的健身房内，让宾客们荡漾在无限的愉悦和享受中。
我们将继续秉承万豪公司的核心文化，”照顾好我们的同事，同事便会照顾好我们的客人”。我们是谙熟待客之道的大师，并对此深感自豪。我们技艺娴熟，富于想象，为每位客人创造独特而难忘的体验。我们不懈追求卓越，恪守品牌创始人“以人为本”之训言，并将其升华为一门艺术。我们承诺将提供广阔的事业发展机会和全方位的培训系统，诚挚期待您的加入。
每周二下午14:00-16:00为酒店公开招聘日
联系电话：021-23129888-6605
电子邮箱：mhrs.shamc.hr@marriott.com
地址：上海市黄浦区西藏中路555号 人力资源部 （酒店B1员工通道进入）
Construction of the largest full-service Marriott-branded flagship hotel in Asia- Pacific, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang Middle Road, the Shanghai Marriott Hotel City Centre boasts a premium downtown location and provides effortless access to the city’s finest cultural, entertainment and shopping attractions. Nanjing Road Pedestrian Street, People’s Park and the Bund, plus the People’s Square metro hub （connecting lines 1, 2 and 8） are all within close walking distance.
Besides 720 bedrooms, we offer our guests five different dining options varying from fine dining to alfresco inside the 39-storey sleek glass and steel structure. Level 6 includes a luxurious Spa focused on providing superior body and beauty rituals within seven treatment rooms. Fitness enthusiasts enjoy a 25 meter indoor swimming pool with Jacuzzi, Steam and Sauna as well as an extensive cardiovascular gymnasium.
The Brilliant Hosts of Marriott City Centre are devoted to play forward the company culture of Marriott International, "Take care of our associates; and our associates will take care of our guests.” We are proud masters of our craft. With skill and imagination, we create memorable experiences unique to each guest. Relentless in our pursuit of excellence, we live our Brand Founder’s words “put people first” and raise it to an art form. We are committed to providing you tremendous job opportunities and systematic training programs to strengthen your career development. Warmly welcome you to join us.
上海雅居乐万豪酒店拥有720间客房，在39层楼高的酒店里，宾客们还可以享受到来自5个不同餐厅的各式美味。酒店六楼设有一个豪华水疗中心，同时配备7个私密理疗室，让宾客们的身心得到放松和享受。酒店还提供25米长的室内游泳池，其中按摩池，蒸汽房和桑拿尽在设施齐全的健身房内，让宾客们荡漾在无限的愉悦和享受中。
我们将继续秉承万豪公司的核心文化，”照顾好我们的同事，同事便会照顾好我们的客人”。我们是谙熟待客之道的大师，并对此深感自豪。我们技艺娴熟，富于想象，为每位客人创造独特而难忘的体验。我们不懈追求卓越，恪守品牌创始人“以人为本”之训言，并将其升华为一门艺术。我们承诺将提供广阔的事业发展机会和全方位的培训系统，诚挚期待您的加入。
每周二下午14:00-16:00为酒店公开招聘日
联系电话：021-23129888-6605
电子邮箱：mhrs.shamc.hr@marriott.com
地址：上海市黄浦区西藏中路555号 人力资源部 （酒店B1员工通道进入）
Construction of the largest full-service Marriott-branded flagship hotel in Asia- Pacific, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang Middle Road, the Shanghai Marriott Hotel City Centre boasts a premium downtown location and provides effortless access to the city’s finest cultural, entertainment and shopping attractions. Nanjing Road Pedestrian Street, People’s Park and the Bund, plus the People’s Square metro hub （connecting lines 1, 2 and 8） are all within close walking distance.
Besides 720 bedrooms, we offer our guests five different dining options varying from fine dining to alfresco inside the 39-storey sleek glass and steel structure. Level 6 includes a luxurious Spa focused on providing superior body and beauty rituals within seven treatment rooms. Fitness enthusiasts enjoy a 25 meter indoor swimming pool with Jacuzzi, Steam and Sauna as well as an extensive cardiovascular gymnasium.
The Brilliant Hosts of Marriott City Centre are devoted to play forward the company culture of Marriott International, "Take care of our associates; and our associates will take care of our guests.” We are proud masters of our craft. With skill and imagination, we create memorable experiences unique to each guest. Relentless in our pursuit of excellence, we live our Brand Founder’s words “put people first” and raise it to an art form. We are committed to providing you tremendous job opportunities and systematic training programs to strengthen your career development. Warmly welcome you to join us.
联系方式
- Email：mhrs.shamc.hr@marriott.com
- 公司地址：地址：上海市黄浦区西藏中路555号 人力资源部 （酒店B1员工通道进入）