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1、JOB TITLE:RESERVATION MANAGER岗位名称：预定部经理JOB BAND:6岗位级别：EFFECTIVE DATE:May 2008生效日期：2008年5月DIRECTLY REPORTS TO: Director of Revenue直接汇报给：收益总监INDIRECTLY REPORTS TO: 间接汇报给：LOCATION:Shenzhen地点：深圳FUNCTION:Sales&Marketing职能：市场销售部Position Supervised : RESERVATION SUPERVISOR / RESERVATION AGENT 直接下级 预订部主管 /
2、预订员 General Mission概述 To conduct vigilant and appropriate yield management with high conversion percentages and acceptable abandon rate, actively contribute towards revenue generation through effective management, training and motivation of the reservations department and its team members能够敏锐和适当地掌控高
3、住房率高房价。 通过有效管理，培训和激励预订部的成员积极努力为酒店创收。 Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the Intercontinental Hotels Group and the brand ethos. 围绕洲际集团的五个核心价值观：信任、正直、尊重、团队及服务，创建理想的工作文化。TESTIMONIAL: I hereby confirm having read the duties
4、 and agree to perform these duties as set out in the Job Description to the required standards. 证明： 我在此确定已读完并同意按照职责描述中的所有要求执行Main Responsibilities主要职责 Monitor the daily operations and efficient running of room revenue.监督每日预订部运做和有效运转房间收入。 Responsible for leading, motivating and training the Reservati
5、on team members in all aspects.负责在所有方面对预订部成员进行引导，激励和培训。 Provide director and leadership to Reservations staff, assisting them to achieve their potential, closing performance gaps and achieving overall departmental objectives.对预订部成员指明工作方向以展示领导能力，协助员工发挥其最大的潜力，减少工作中的障碍从而最终达到整体部门目标。 Establish strong rel
6、ationships within the department and other departments in the hotel in order to improve processes relating to reservations and group coordination.为了提高与预订和团队协调的效率与本部门和其他相关部门保持良好关系。 Set clear goals and develop new ideas to improve organizational processes in order to increase our ability to receive pr
7、ocess and confirm room and group reservations.设立明确目标并发扬新主张以改善组织的程序从而提高我们接受预订，确认房间和团对的能力。 Implement and drive daily activities including guest profile updates, room allocation changes to to reservations, group input, VIP, IA & PCR through allocation of duties to increasing accuracy and efficiency of
8、information disseminated throughout the hotel regarding guests.实施并推动每日部门活动的进行，包括根据个人职责分配的更新客户信息，预留房的改变，团队的输入，VIP，IA 和PCR，保证将相关信息在酒店内准确有效地传达出去。 Demonstrate an in depth knowledge and understanding of hotel systems Opera FO and Holidex in particular, to ensure appropriate capture of data for client inf
9、ormation., events, forecasts and results.深入了解背景知识特别是Opera前台和Holidex系统，确保能够准确从系统中获取客户，宴会信息，预测和结果。 Assist the revenue team in achieving maximum room rate, yield and conversions.协助收入团队最大限度地达到高房价，高产量。 Manage operation of Holidex Plus and Opera in order to monitor occupancy, managing overbooking, and tra
10、cking of promotional offers, denials, and rate and inventory control.熟练运用Holidex 和Opera 系统控制住房率，管理超额预订，追踪推广价的预订，拒绝的预订数量以及房价和房间数量的控制。 Control rooms inventory including allocation and reservations to areas of maximum yield.控制房数和预留房，控制相关方面的房间预订从而最大限度地增加酒店的收入。 Leading the reservations team to improve th
11、eir up selling skills to improve average room rate and overall yield penetration.带领预订团队不断提高从高端房价销售的技巧以至增加房价从而最终突破收入的记录。 Actively guiding the Front Desk team in ensuring success of Front Desk up selling program.积极地指导前台以保证从高端销售的活动得以成功实施。 Ensuring effective communication within the department on promot
12、ional activities within the hotel, including Food & Beverage activities and in room promotions to assit in achieving /exceeding our revenue goals.针对推广活动在部门及酒店内部保证有效沟通， 包括餐饮活动和内部推广，保证推广达到并超越所设定的收入目标。 Track sales programs/promotions and provide feedback as necessary to relevant departments追踪销售和推广的成效，对
13、相关部门提出必要的反馈。 Track and establish pick up trends, occupancy history and market segment development to facilitate forecasting为更好的预测将来的生意追踪并建立接收预订的趋势，住房率历史资料和各个分市场的发展。 Analyze and take immediate actions on a monthly basis to assist to improve GSTS scores 为提高客人满意调查的结果每月进行分析并采取紧急行动 Ensure accuracy of gue
14、st history and client profiles in Database.确保客人历史纪录和客户信息库的准确性 Track and ensure accuracy of input of market codes according to company guidelines根据集团标准追踪并确保市场代码输入的准确性。 Load and maintain rates in ICHG reservation system在洲际集团预订系统中输入并维护本酒店价格。 Adhere to company policies with regards to pricing structure,
15、 sell strategies and Third Party Intermediary Standards根据本酒店的价格体系和销售策略以及第三方销售媒介的标准实施集团的政策。 Manage and maintain Holidex and Opera close out/opening-up dates and with the help of e-Yield, ensuring rate/yield restrictions are in place in all systems.管理和维护Holidex和Opera系统价格开放/关闭的时间，保证价格/收入的相关限制也输入系统。 Pre
16、pare and complete regular and ad-hoc reports and take on special projects when required.完成定期和不定期报告， 在需要时所要求的特别任务。 Ensure all Groups are contracted and managed according to set guidelines.确保所有团队队以签好协议并根据酒店的政策跟进。 Conduct market research and analysis, and always keeping abreast of market trends进行市场调研和分
17、析，时刻掌控市场趋势。 Monitor evaluate economic, political and social issues/changes which are likely to influence business outcomes监督评估经济，政治及社会等可能回影响到酒店生意的问题/变化。 Report on competitor activities报告竞争对手的活动。 Chairs and conducts regular departmental meetings and daily briefings主持开展部门定期和每日例会。 Participate in prepar
18、ation of Integrated Business Plan (IBP) and using this as a daily tool to achieve business goals参与准备集团综合商业计划并以此做为每天的比备的工具来协助达到最终商业目标。 Ensuring that rate deployments and selling guidelines in both Holidex and Opera are equal according to sell strategies and seasonality根据行销策略和季节性将确保价格已均等地输入和销售在Holidex
19、 及Opera系统。 Train and guide all Reservations and Front Desk staff to ensure consistency in selling according to set strategies, in a timely and effective manner.根据酒店战略计划指导培训预订和前台员工以确保及时有效地进行销售所制定的价格。 Complete other responsibilities as assigned. 完成其他所要求的职责。 Financial Responsibilities:财务职责Works with su
20、pervisor in the preparation and management of the departments budget. Duties include: 职责包括： Co-coordinating the preparation of the departmental annual budget起草部门年度预算 Controls and monitors departmental costs on an ongoing basis to ensure performance against budget参照预算和部门运做控制和监督部门的成本。 Participates in
21、preparation and planning of sales force goals and objectives参与起草和计划销售队伍的目标 Monitors, analyze and report variations from the budget监督，分析及汇报当前与预算的差额。 Assists with the preparation of performance reports for outlets协助准备各餐厅的运营报告。 Assists with ratio analysis协助分析各类比率。 Contributes to pricing decisions and s
22、ales mix.参与定价与选择销售渠道 Human Resources and Training Responsibilities:人力资源和培训责任:Works with supervisor and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:与人力资源经理及预订领班一起合理安排员工确保部门有效运做。职责包括： Assists in planning for future staffing needs针对今后员工需求协助计划。 As
23、sists in recruiting in line with company guidelines根据集团政策协助招聘。 Prepares and administers detailed induction program for new staff准备和执行新员工上岗前 Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation through ongoing
24、 training Ensures training needs analysis of Reservations staff is carried out and training programmes are designed and implemented to meet needs分析培训需求，确保预订员工都有按照所特定的培训计划接受培训以此达到需求。 Conducts on the job training and maintains a record of progress for each staff member按照部门标准和程序进行在岗培训，为每位员工保留发展记录 Provi
25、des input for probation and formal performance appraisal discussions in line with company guidelines遵循集团标准对员工的试用期和评估提供意见。 Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance根据酒店政策和部门程序对员工进行指导，建议和训练。为加强部门的整体业绩提供有建设意义的反馈。Occupational Health and Safety Respon
26、siblities职业健康和安全责任 Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines ensure your direct reports do the same了解职业健康及安全政策和程序，并确保所有的程序都是在职业健康与安全职责指导方针下安全的执行。 Be aware of duty of care and adhere to occupational, health and safe
27、ty legislation, policies and procedures了解应注意的事项并坚持职业、健康和安全法规、政策和程序。 Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly熟悉财产安全、急救和消防及应急程序， 安全机警地使用设备 Initiate action to correct a hazardous situation and notify supervisors of potential
28、 dangers能对危险情况采取行动并就可能发生的危险向主管报告。 Log security incidents and accidents in accordance with hotel requirements根据酒店要求记录安全事件和事故.IHG Key CompetenciesKey Competencies重要的能力Key Tasks主要任务Teamwork团队精神 Demonstrates co-operation and trust with colleagues and teams and across organisational boundaries. Participa
29、tes as a team player and establishes strong working relationships to deliver positive results.充分展示对同事及整个团对的合作与信任,交叉组织结构的界线.作为团对的一员要加强与同事之间的工作关系以便积极地完成任务.Leading & Developing people领导 & 发展人员 Inspires others to excel by clearly communicating business values and direction, recognising good performance
30、and providing managerial support. Develops the potential of others through coaching and development opportunities to build organisational capability for the future. 清晰地传达商业价值和工作方向以便激励他人积极向上, 对好的表现表示认可并提供管理方面的支持. 通过指导和发展机遇来发展有潜力的员工以便为将来增强部门的整体能力打下良好基础.Adaptability适应能力 Works comfortably and effectivel
31、y in an environment of ambiguity or change; is receptive to new ideas and responds to workplace changes with flexibility and optimism.在不明朗及不断变化的环境中保持舒适有效率的工作; 善于接纳新观念,灵活乐观地响应工作中的变化.Problem Solving & Decision Making处理问题 & 决策力 Effectively diagnoses problems and thoroughly analyses information to guide
32、 decision-making. Evaluates and assimilates critical information when reaching conclusions and makes logical competent decisions.有效地判断问题,全面分析信息指导决策. 在做结论性决策时要评估关键信息以便作出理性的决策.Planning & Organising 计划 & 组织力 Establishes action plans and schedules for meeting departmental priorities. Assigns responsibil
33、ities, allocation resources and co-ordinating the activities of self and others to meet objectives efficiently and effectively.制订行动计划和部门会议时间表. 分配职责,分派资源, 协调活动,确保本人和团队能有效地达到目标.Drive For Results追求结果 Sets high performance standards and pursues aggressive goals. Strives for constant improvements, takes
34、responsibility for achieving business results, and perseveres despite obstacles.通过设置更高的业绩标准和设立更富有挑战性的目标来获得更多的竞争力。争取持续的进步、协助业绩的完成，排除困难持之以恒。Impact and Influence影响 Promotes ideas persuasively, shapes the opinions of others and overcomes resistance. Establishes influential contacts, builds consensus for
35、 action and negotiates mutually beneficial solutions to problems.有说服力地提出意见，以改变下属的观点，消除异意。形成舆论让行动与讨论达成双赢。Implementation执行 Has a clear view of what is required and takes action and responsibility to deliver it. Takes initiative to meet and exceed job requirements. Meets deadlines and commitments and e
36、nsures that tasks and projects are completed as required.清晰理解工作需求,采取行动并负责执行到底. 采取行动积极主动达到并超越工作需求.Customer Focus关注客人 Builds and maintains relationships with internal and externalcustomers. Understands and anticipates customers needs, takes action to address customer needs, and strives to exceed custo
37、mer expectations.与客人建立并保证良好的关系以满足客人的需要。采取行动满足客人的需要以符合他们的期望。理解和预见客人需要,立即采取行动努力最终超越客人的需要.Cultural Awareness文化意识 Understand and consider the global nature of the business. Work effectively with colleagues from different view points, cultures and countries了解和考虑全球商业行规.同不同观点、文化和国家的员工有效工作.Understanding Hot
38、el Operations了解酒店运作 Demonstrates an interest in and understanding of issues relevant to the department and hotel and keeps knowledge up-to-date, including legislative information.对部门及酒店的相关问题保持高度重视,不断更新包括立法的各方面知识Relationships关系 Internal: Maintains good relationships with the following: Director of Re
39、venue and Reservation Manager All Operating Departments Sales & Marketing Department内部：与以下人员或地方保持良好关系：1. 收营管理总监和预订经理2. 全部部门领导3市场销售部 External: Maintains good relationships with the following: Sister Properties External Contractors & Suppliers外部：与以下人员或地方保持良好关系：1. 姐妹酒店2. 外部供应商Qualifications资格 Education
40、: Diploma/ Higher Diploma/ University Education教育：大专/大学 Certification: Hotel/ Catering/ Food & Beverage/ Sales & Marketing证书：酒店及餐饮管理课程 Experience: 2 year experience in a similar capacity经验：二年的经验在同样的岗位上 Others:Organised, Dynamic, Sales Oriented and Meticulous其它：组织能力，有活力，销售为本，小心谨慎Replacement & Temporary Mission替换或暂时代职 Reservations Executive and Coordinator预订主管和预订员
