服务及预订中心经理/副经理

Job Responsibilities:
工作职责：
1. Fully responsible for the daily operation and management of hotel services and reservation centers, coordinating multi-channel booking business such as telephone, official website, OTA platform, and group channels, ensuring booking accuracy and response time meet standards.
1. 全面负责酒店服务及预订中心的日常运营管理，统筹电话、官网、OTA平台及集团渠道等多渠道预订业务，确保预订准确率与响应时效达标。

2. Develop and optimize booking processes, service standards, and performance evaluation mechanisms to continuously improve booking conversion rates, customer satisfaction, and channel collaboration efficiency.
2. 制定并优化预订流程、服务标准及绩效考核机制，持续提升预订转化率、客户满意度及渠道协同效率。

3. Manage the booking team (including booking specialists, supervisors, etc.), organize business training, scheduling and performance coaching, and promote the dual improvement of the team's professional ability and service awareness.
3. 管理预订团队（含预订专员、主管等），组织业务培训、排班调度与绩效辅导，推动团队专业能力与服务意识双提升。

4. Regularly analyze booking data (such as channel proportion, cancellation rate, average booking lead time, customer source structure, etc.), output operational reports, and propose dynamic price adjustments, inventory allocation, and marketing collaboration suggestions.
4. 定期分析预订数据（如渠道占比、取消率、平均预订提前期、客源结构等），输出运营报告并提出动态调价、库存分配及营销协同建议。

5. Coordinate with the sales department, front office department, and revenue management department to develop room availability strategies and booking policies, ensuring maximum room revenue and consistency of stay experience
5. 对接销售部、前厅部及收益管理部门，协同制定房态策略与预订政策，保障客房收益最大化与入住体验一致性等

Qualifications for the position:
任职资格：

1. College degree or above, with priority given to majors in tourism management, hotel management, business management, or marketing;
1. 大专及以上学历，旅游管理、酒店管理、工商管理或市场营销等相关专业优先；

2. Have at least 3 years of work experience in the booking department, customer service center, or revenue operation of high star hotels or chain hotel groups, including at least 1 year of team management experience;
2. 具备3年以上高星级酒店或连锁酒店集团预订部、客服中心或收益运营相关工作经验，其中至少1年团队管理经验；

3. Familiar with Opera system, or mainstream booking systems and mainstream OTA backend operations, with basic data analysis capabilities;
3. 熟悉opera系统，或主流预订系统及主流OTA后台操作，具备基础数据分析能力；

4. Strong cross departmental communication and coordination skills, service-oriented awareness, and ability to respond to emergencies, able to adapt to shift work arrangements;
4. 具备较强的跨部门沟通协调能力、服务导向意识及突发事件应对能力，能适应轮班制工作安排；

5. Standard Mandarin, good written expression and reporting skills, proficient in using Office software.
5. 普通话标准，具备良好的书面表达与汇报能力，熟练使用Office办公软件。