The Role 岗位职责：
1. Answer all incoming calls and messages in a professional, courteous manner that reflects Patina’s brand tone of voice. Accurately record and relay information to relevant departments, ensuring prompt, warm, and personalized responses to every inquiry.
以专业、礼貌并体现柏典品牌语调的方式接听所有来电与留言，准确记录并传递相关信息。确保所有宾客咨询、预订及内部沟通均以迅速、温暖、具个性化的方式完成。
2. Accurately process all room reservations, ensuring guest details, room types, rates, dates, and special requests are correct. Operate hotel systems such as PMS, CRS, and telecommunication tools (e.g., Shiji, Opera, Daylight) while maintaining strict compliance with data privacy regulations.
准确录入所有客房预订信息，确保宾客资料、房型、价格、日期及特殊需求完整无误。熟练操作酒店 PMS、CRS 及通讯系统（如 Shiji、Opera、Daylight 等），并遵守数据隐私及信息安全规范。
3. Demonstrate Forbes Five-Star call etiquette in every interaction. Listen actively to guest needs, anticipate preferences, and deliver intuitive, tailored assistance that creates a seamless and memorable communication experience.
在每一次电话及邮件沟通中展现福布斯五星标准的专业态度与预见性，积极倾听宾客需求并提供个性化推荐，确保沟通体验自然、温暖且高效。
4. Proactively suggest room upgrades, dining options, or hotel activities during the reservation or inquiry process, enhancing guest experiences while supporting hotel revenue growth.
在宾客咨询或预订过程中，主动推荐更高房型、套餐、餐饮或活动，提升宾客体验的同时，增加酒店收益机会。
5. Assist the Manager in overseeing daily operations of the Reservations and Communications departments, ensuring smooth workflow and Forbes Five-Star service standards. Provide hands-on support and immediate problem-solving to maintain service consistency and efficiency.
协助经理监督预订部与总机部的日常运营，确保所有沟通与预订流程顺畅、高效且符合福布斯五星标准。及时为团队提供业务支持与问题解决，保障工作品质与服务一致性。
6. Conduct regular spot checks on calls and emails to ensure accuracy, professionalism, and brand-aligned tone of voice. Offer coaching and feedback to staff to uphold service excellence.
定期抽查通话及邮件质量，确保所有沟通语气、信息准确性及品牌语调统一。发现偏差时及时给予员工指导与改进建议，维持高水平服务表现。
7. Handle complex reservations, VIP requests, and special arrangements. Communicate clearly with Front Office, Guest Relations, and Revenue teams to ensure seamless guest experiences.
处理复杂预订、贵宾需求或特殊客房安排，确保所有信息准确传递至相关部门。与前厅、宾客关系及收益管理团队保持顺畅沟通，确保宾客体验无缝衔接。
8. Support the Manager in conducting departmental training sessions and provide on-the-job guidance. Demonstrate brand values and service culture, offering timely feedback and positive reinforcement to team members.
协助经理开展部门培训与岗位辅导，帮助新员工熟悉系统操作、电话礼仪及品牌标准。以身作则传递服务文化，并在日常工作中提供即时反馈与正向鼓励。
9. Contribute to up selling and cross-selling efforts via calls and emails, promoting hotel products and experiences. Assist the Manager in monitoring conversion rates and performance metrics to achieve departmental goals.
支持经理推进追加销售及交叉销售计划，通过电话及邮件积极推广酒店产品与体验。协助跟进转化率、响应时间等关键指标，为部门业绩目标达成提供支持。
10. Ensure guest profiles, reservation entries, and system data (PMS, CRS, telecommunication) are accurate and up-to-date. Report and help resolve any data or system issues in coordination with IT and Revenue teams.
确保 PMS、CRS 及通讯系统中宾客资料与预订信息的准确录入与更新。发现系统问题或数据异常时，及时反馈并协助 IT 与收益团队处理。
11. Act as the communication link between the team and the Manager, distributing daily briefings, key updates, and special guest requests to ensure transparency and accountability.
作为团队与经理间的沟通桥梁，负责每日简报、工作重点及客人特殊需求的传达，确保所有信息透明且落实到位。
12. Gather guest and team feedback proactively, assisting the Manager in identifying trends, recurring issues, and proposing practical improvements to enhance efficiency and service quality.
主动收集团队及宾客的反馈，协助经理分析常见问题并提出可行改进方案，不断优化沟通效率与宾客体验质量。
Talent Profile 能力&技能需求：
Acquire working experience in hotel/resort(preferably luxury brands).
拥有酒店工作经验(特别是豪华品牌的酒店)。
Have professional training in hospitality industry.
有过酒店行业的专业培训。
Able to communicate in Mandarin or English fluently.
能够流畅的使用普通话或英语进行对话。
Having good communication skills.
良好的沟通能力。
Able to operate basic computer skills.
正确应用基本电脑系统。
Minimum 2 years Operator/Reservation experience for international luxury brands or affiliated five-star hotels.
拥有至少2年及以上国际奢华品牌或联号五星级酒店总机/预定工作经验。
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