【訂房暨賓客服務中心】訂房中心專員 Reservations Agent

1. 處理國內外個人與團體訂房需求、訂單追蹤及住宿諮詢；官方網站、電子郵件及各大訂房平台 (OTA) 之訂單，並確保於服務標準時間內完成預訂、確認與回覆。
2. 提供專業的客房諮詢服務，針對顧客需求建議合適的房型或專案，並追蹤預訂狀況，確保顧客的特殊需求（如：慶生、嬰兒用品）被精準記錄。
3. 負責訂房專線接聽，透過專業溝通技巧將詢問轉化為訂單，並適時進行房型升等建議 (Upselling) 以達成部門營收目標。
4. 每日檢查訂房相關報表（如：當日抵達清單、預訂修改報表），審核房價與訂單內容之準確性，並確保系統房價代碼設定無誤。
5. 處理預先授權、訂金核對及帳務轉檔作業；並與業務、櫃檯及房務部緊密協調，確保顧客從預訂到抵達的資訊傳遞準確無誤。。
6. 配合部門運作參與定期教育訓練，並協助主管處理行政庶務，以提升團隊整體服務績效。

Reservation Handling & Consultation
Handles domestic and international guest bookings and related inquiries.
Provides hotel accommodation consultation services. Process and respond to room orders from various channels, including official websites, emails, and OTA platforms, ensuring timely and accurate booking confirmations.

Booking Consultation
Handle room inquiries and offer professional advice on room types and packages, while tracking and recording specific guest requests.

Reservation Hotline & Sales
Handle dedicated reservation calls, converting inquiries into bookings and utilizing upselling techniques to maximize hotel revenue.

Reporting & Accuracy
Review daily reservation reports and verify booking details, rates, and source codes to ensure data integrity within the system.

Billing & Coordination
Process deposits and credit card authorizations while coordinating with Sales, Front Office, and Housekeeping to ensure a seamless guest arrival experience.

General Support
Support administrative tasks and participate in training sessions to enhance overall team performance.

Accountability
This position reports to the Reservations & Guest Service Center Manager. The Reservations & Guest Service Center Agent is responsible for executing daily reservation and guest service tasks, providing efficient and friendly communication and consultation services, and ensuring accurate order and financial processing. This role is crucial in enhancing guest satisfaction, directly impacting guests' initial impression of the hotel.