【职位描述】
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Reservations Manager is responsible for the accurate recording and processing of reservations as well as the maximization of room sales through pro-active selling and up-selling techniques.
What will I be doing?
As the Reservations Manager, you will be responsible for performing the following tasks to the highest standards:
• Make sure all team members complete the Hilton University courses and pass the tests.
• Organize regular trainings to make sure team members are familiar with hotel product knowledge and activities as well as the service standards and requirements.
• Assist the Commercial Director / Revenue Manager to complete the hotel budget and forecast.
• Maximize room sales and revenue for the hotel, prioritizing up-selling.
• Check daily all new reservations, cancel or change reservations, make sure information passed to relative departments are correct.
• Check arrival guests or groups of 3-5 daily, making sure the guest information, requirements and price information is correct.
• Perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, email, etc.
• Always maintain a sales attitude, not losing any sales opportunity in the hotel.
• Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.
• Note any changes in the main guest sources and market and report the trends changes to the Revenue Manager and Commercial Director.
• Make sure all commissions are correct and followed-up on promptly.
• Make sure all reject business is filed with the reasons.
• Ensure that all correspondence has been filed accordingly, with correct and updated information.
• Comply to the hotel credit policy and make sure all forecast revenues are met.
• Comply with set rooms supply and price control.
• Maintain and update guests’ information and sales data by reservation procedures.
• Maintain high level guest service standards.
• Ensure all information input is correct.
• Keep close attention to team members’ requirements, including attention to every team member’s workload and duties, to fulfil operation needs.
• Maintain clean and tidy work areas at all times.
• Comply with all company policies relating to reservations.
• Comply with all systems and procedures as laid down by the hotel.
• Prioritize the quality of reservations.
• Strictly follow brand standards.
• Ensure that all team members have a complete understanding of and adhere to the hotel’s team member rules and regulations.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
希尔顿在全球 100 多个国家和地区拥有数以千计的酒店，提供无数令人愉悦的机会。 从敞开的大门到热情的微笑，再到与众不同的体验，我们为每年与我们在一起的数百万旅行者提供他们永远不会忘记的欢迎。 除了我们旗舰品牌希尔顿酒店及度假村还包括：华尔道夫酒店及度假村、LXR、康莱德酒店及度假村、希尔顿嘉悦里酒店、Signia、格芮希尔顿精选酒店、希尔顿逸林酒店及度假村、Tapestry Collection by Hilton、希尔顿尊盛酒店、Tempo、 Motto、希尔顿花园酒店、希尔顿欢朋酒店、Tru by Hilton、希尔顿欣庭酒店、希尔顿惠庭酒店和希尔顿分时度假俱乐部。
如果您热衷全球旅行对世界的影响，您可能就是我们正在寻找的希尔顿团队成员。 因为在希尔顿酒店，我们永远不会忘记我们在这里的原因：使我们的客人，团队成员和业主都满意。
该职位将负责确保客房预定过程及纪录的准确性。通过积极主动的销售及促销手段，实现客房销售收益的最大化
我的具体职责是什么?
作为预定部经理职位，您将应以最高标准完成以下任务：
• 确保所有团队成员按时完成希尔顿大学相关课程学习，并确保通过测试。
• 定期组织培训确保团队成员熟悉了解酒店产品知识以及相关活动，熟知服务标准及要求。
• 协助商务发展总监/收益经理完成酒店预算及预测。
• 实现客房销售和收益的最大化，其中以客房促销最为重要。
• 及时高效的处理来自不同渠道的预定。
• 每日检查当日所有新预定，取消或变更的预定，确保信息准确无误及时通知相关部门。
• 每日检查3-5日的预抵散客及团队预定确保客人信息，需求，价格等信息准确无误。
• 完成当班文秘工作，具体包括准备往来文件，文件的归档，发送传真，电子邮件等。
• 一直保持积极的销售态度，不错失酒店范围内的任何销售机会。
• 发展酒店散客及团队预定团队，并且确保每次的电话查询，保证最大收益。
• 关注主要业务来源及市场变化，并有关的任何趋势变化及时反馈给收益管理经理 或商务发展总监。
• 确保佣金需求被正确，及时的跟进。
• 确保所有的被拒业务根据原因加以归档。
• 确保所有往来文件被及时归档，其信息准确无误。
• 遵守公司的信用制度并确保所有预期收益能被及时收取。
• 遵守预先设定的客房供应及房价控制。
• 根据预定部相关流程，维护及更新客户资料和营销数据库。
• 持续性地确保高水准的对客服务标准。
• 确保与相关的所有信息输入准确无误，并保证有足够的备份以做检查。
• 密切关注员工要求，包括注意预订部每位员工的工作量及员工排班，以最佳状况满足运作需求。
• 保持办公区域干净整洁。
• 遵守所有公司关于预定部的规定。
• 遵守由酒店所有有关系统和操作流程的规定。
• 将预定的工作质量永远放在首位。
• 严格遵守品牌服务标准。
• 确保员工充分的理解并遵守员工手册内容。
• 如有必要 ，该部门有权更改或补充该职位描述。
• 完成任何其他合理的职责和被指派的职责。
【任职要求】
What are we looking for?
A Reservations Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Hospitality: We are passionate about delivering exceptional guest experience.
• Integrity: We do the right thing all the time
• Leadership: We are leaders in industry and our communities
• Teamwork: We are team players in everything we do
• Ownership: We are owners of our actions and decisions.
• Now: We operate with a sense of urgency and discipline
• University graduate.
• Minimum 5 years of experience in a similar capacity with international chain hotels.
• Excellent command of written and spoken in English and Chinese to meet business needs.
• Good interpersonal, organizational and communication skills.
• Good team player.
• Able to work under pressure and deal with stressful situations during busy periods.
• Able to lead, provide guidance and develop team members.
• Knowledgeable and skilled in crisis management.
• Innovative self-starter with high motivation.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
我们寻找什么样的人才?
希尔顿预订部经理职位始终要以宾客的利益为重并与其他团队成员密切合作。若要成功地应聘这一职位，您的态度、行为、技能和价值观应符合下列标准:
• 诚挚待客： 自愿全心全意为宾客提供无与伦比的绝佳体验
• 正直诚信： 时时刻刻为所应为
• 领导核心： 力争在业界和所在社区都位居领导地位
• 团队合作： 所有工作中积极发扬团队合作精神
• 主人翁精神：勇于为自己的行动负责并敢于做出决定
• 即时行动： 我们以刻不容缓的态度和纪律运营
• 大学专科。
• 具有至少五年在国际连锁酒店的相关经验。
• 良好的中英文读写能力。
• 较强的人际交往和组织能力，具有良好的沟通技巧。
• 拥有较强团队合作精神
• 能在强压下胜任工作。
• 具有领导，指导和发展员工的能力。
• 具备处理危机的知识和能力。
• 创新及自我激励。
服务于希尔顿将会如何?
希尔顿全球是国际最具知名度的酒店管理公司之一，其下品牌包括从豪华的全面服务酒店，度假村到公寓式酒店以及中端酒店等。近一个世纪，希尔顿全球致力于通过全球品牌. 延续为全球客户提供优质服务的传统，坚持为商务和休闲旅游人士提供最优质的客房、服务、产品和品牌价值。我们的愿景 “让世界充满阳光，让大家都感受到热情的温暖，提供与众不同的卓越体验，让每位宾客在每家酒店的每次住宿都倍感满意” 团结我们作为一个团队每天都在世界各地创造非凡的酒店体验。同时，我们惊人的团队成员是希尔顿的核心所在！
