【訂房暨賓客服務中心】訂房暨賓客服務中心主任 Reservations & Guest Service Center Supervisor

1. 協助經理領導並監督訂房及賓客服務團隊的日常運作，確保所有電話、傳真及其他電信服務的高效順暢。每月協助排定班表並處理主管交辦事項，同時協助團隊教育訓練。
2. 處理訂房預約相關業務及後續訂單追蹤。解決處理有關訂房之詢問、抱怨及要求。處理複雜或高階訂房請求 (包含VIP、獎勵會員)，並協助處理顧客投訴或異常狀況。
3. 掌握房況並有效操作系統可售房型與價格。負責專案上架設定及請款對帳之作業。觀察每日客房預訂狀況，根據市場供需制定房價策略。
4. 熟悉並操作OTA等訂房相關系統。操作訂房系統並製作訂房報表。執行OTA基本事務處理。進行OTA相關數據分析，收集及分析市場及競業資訊。
6. 提供飯店住宿諮詢服務。即時響應賓客需求與諮詢，提供準確資訊。協助進行服務中心及工作區域的品質檢查，確保清潔與服務準備度符合標準。
7. 執行部門標準作業流程，並提供回饋以優化訂房與服務體驗。
8. 行政支援與資料維護，協助處理酒店計費系統中的電話記錄，並按照品牌最低標準保持客房情況記錄。保管使用者檔案、系統報告、電話清單、租賃線路協議、維護合同和當地執照。協助更新電信設備清單。
9. 協助準備並控制部門預算，完成被分派的相關工作任務和特殊專案。

Team Leadership & Daily Operations
Assists the Manager in leading and supervising the daily operations of both the Reservations and Guest Service Center teams.
Ensures efficient handling of all calls, faxes, and telecommunication services.
Assists with monthly staff scheduling and handles assigned tasks from the manager, including team training.

Reservation Handling & Issue Resolution
Handles reservation-related bookings and subsequent order tracking.
Addresses inquiries, complaints, and requests related to reservations.
Manages complex or high-level reservation requests (including VIPs, loyalty members), and assists in resolving guest complaints or unusual issues.

Room Inventory & Revenue Management
Monitors room availability and effectively manages system-available room types and pricing.
Responsible for setting up project listings (promotions) and processing payment reconciliations.
Observes daily room booking status and formulates pricing strategies based on market supply and demand.

System Operations & Data Analysis
Proficiently operates OTA and other reservation-related systems.
Operates the reservation system and prepares reservation reports.
Handles basic OTA operational tasks.
Conducts OTA-related data analysis, collects, and analyzes market and competitor information.

Guest Service & Quality Assurance
Provides hotel accommodation consultation services.
Responds promptly to guest needs and inquiries, providing accurate information and support.
Assists with quality checks of the service center and operational areas, ensuring cleanliness and service readiness.

Process Execution & Administrative Support
Executes departmental Standard Operating Procedures (SOPs) and provides feedback for process improvement.
Assists with processing telephone records in the hotel billing system and maintains room status records according to brand minimum standards.
Maintains user files, system reports, telephone directories, leased line agreements, maintenance contracts, and local licenses.
Assists with updating telecommunication equipment inventories.
Aids in preparing and controlling the departmental budget, completing assigned tasks and special projects.

Accountability
This position reports to the Reservations & Guest Service Center Manager. The Reservations & Guest Service Center Supervisor is responsible for assisting the manager in overseeing daily operations, handling complex service requests, and supporting the team in delivering excellent reservation and guest services. This role is crucial in ensuring the efficient functioning of the service center and enhancing guest satisfaction.