职位介绍 ：工作职责： 加入我们并开始您的职业生涯 万豪酒店是万豪国际集团的旗舰品牌，遍布全球 500 多个地区，正在不断推进待客的艺术，让我们的客人拥有精彩纷呈的旅程。作为万豪酒店的主人，您将通过提供极佳的选择、精致的风格和精心设计的细节，帮助我们遵守这一承诺。凭借您的技能和想象力，我们将一道创新和重塑酒店业的未来。 作为上海最大规模的万豪品牌酒店，上海雅居乐万豪酒店于2011年11月24日正式开业，其落座于繁华的城市中心，位于西藏中路，毗邻人民广场和人民公园。步行至南京路步行街仅需30秒，也可步行至上海繁华的著名景点 —— 外滩，苏州河及新天地。 Marriott Hotels, Marriott International’s flagship brand with more than 500 globallocations, is advancing the art of hosting so that our guests can travelbrilliantly. As a host with Marriott Hotels, you will help keep this promise bydelivering premium choices, sophisticated style, and well-crafted details. Withyour skills and imagination, together we will innovate and reinvent the futureof travel. Construction ofthe largest full-service Marriott-branded hotel in Shanghai, ShanghaiMarriott Hotel City Centre opened its doors on 24 November, 2011.Located aside People's Square and Park on Xi Zang （Middle） Road, theShanghai Marriott Hotel City Centre enjoys a premium downtown location. NanjingPedestrian Street is a 30 second stroll from the hotel's street entrance. TheBUND, Suzhou Creek and the lively Xintiandi are all within easy walkingdistance. \n MAJOR RESPONSIBILITIES 責任概要 : Handleall 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。 Answerthe 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。 Handlethe incoming faxes/mails/emails reservation inquires within 24 hours accordingto 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。 Performand complete the Reservation Sales Office daily shift duties.根据预定部排班准时上下班 Maintaininga high level of quality within the reservation sales department.保持保证预定部的高质量服务理念 Understandthe 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 phonecalls 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 ringswhenever possible and that following the standards of a Marriott Reservationcall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 incomingcalls using good listening and communication skills to secure informationnecessary 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 Handleall incoming faxes and reply to customer in a courteous manner礼貌有效地处理传真Processand respond to reservation requests efficiently and effectively, allreservation 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 Handlereservation requests from other departments有效处理各部门的预定要求 Understandthe 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 Checkand follow all traces on a daily basis检查并且根据当天的情况来解决问题 Checkand file all necessary reports on a daily basis检查并装订每天必须的所有报表 Beaware at all times of the selling status, rates, packages and groups cominginto 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 Knowand understand the hotel selling strategy for maximizing hotel occupancy andrevenue. Strive to follow the strategywhen selling the hotel to prospective guests by using feature and benefit salesskills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。 Completeunderstanding 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 theerror log & Marsha queues能够很好地处理误差登记和Marsha Q Be knowledgeable of Marriott Rewards program andFrequent Flyer programs and the reservation procedures applicable to thatprogram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 designof each guestroom. Be familiar with thesurrounding 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 Understandhow the Sales, Event Management and Front Desk relate to the ReservationsDepartment了解销售部，宴会统筹部，前厅部与预定部相关联的地方 Understandhow the Worldwide Reservation Centers function in relation to the hotel.了解环球定房中心的重要性 Liaisewith colleagues in a helpful, friendly and courteous manner与同事之间友好相处Maintaina 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 Performthe Reservation Sales Office daily shift duties and all reasonable requests ofmanagement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 万豪国际秉承机会均等、一视同仁的招聘原则，致力于建设多样化的员工队伍，营造包罗万象的企业文化。 任职资格： 同上