1. To raise-the-bar in service delivery in allaspects of customer sales e.g. phone sales, inquiry handling turn-aroundresponse and follow-through; instill professionalism throughout the bookingcycle.
在所有服务中提高顾客销售，例如电话销售，询问处理的迂回反馈及跟进；专业化始终贯彻 整个预定周期。
2. To boost room sales by utilizing metrics / KPIsto drive the team to focus on the right tasks:
利用指标/ KPIs领导团队专注于正确的工作目标以提高客房销售：
3. To deploy tools, systems and initiatives toeffectively measure results and set the bar for performanceexpectations.
配置工具，系统及积极主动有效的衡量结果及超出绩效期望值。
4. To develop and implement appropriate Customer Salesprocedures following SLIM guidelines in support of marketing initiatives.
根据SLIM指导原则发展并完成适当的顾客销售程序支持销售积极性。
5. Where necessary, to initiate procedural changes tomaximize staff productivity and improve operational efficiencies.
如必要，实施程序上的变化以达到最大化的员工劳动生产率及有效的提高运营。
6. To actively refer to the Customer Sales and relatedManuals to build up and sustain knowledge base.
积极参与顾客销售及相关手册的建立和维持资料库。
7. To keep abreast of internal and externaldevelopments and initiatives in Marketing and its anticipated impact onCustomer Sales function. To look beyond day-to-day operations to identifyopportunities that would further enhance Customer Sales.
了解内部及外部发展及商场积极性，同影响预期顾客销售部分的最新情况。前瞻日常运营确定远期提高顾客销售的机会。
8. To take ownership of the Customer Sales function asa key revenue-generating centre within the hotel.
作为酒店主要收益中心，积极参与到顾客销售中。
9. To carefully select and hire staff based on desiredcore competencies and established pre-requisites.
根据核心竞争力及预先制定标准仔细选择雇用员工。
10. To ensure every long tenuredstaff acquires the necessary skills-set to pass the Certification process andbecome a “Senior Customer Sales specialist”.
确保所有长期员工拥有必要的职位技能获得证书，成为一位“高级顾客销售专员”。
11. To conduct periodic STARrefresher training to existing staff and every new hire.
对现有的员工及每一位新入职员工进行周期性的复习培训。
12. To listen-inregularly to voice recordings of Customer Sales staff and conduct one-on-onesessions to rectify shortfalls and inconsistencies in call servicing.
定期听取顾客销售员工的电话记录，并组织一对一的谈话改正他们在电话销售中的不足及矛 盾问题。
13. To provideguidance, monitor individual staff performance and conduct periodic performanceappraisals.
对员工表现提供针对性的指导、监督，并建立周期性的绩效考核。
14. To present ideas andinitiatives to management in a clear and concise manner.
提出意见并积极管理以达到团队简明清楚的方式运营。
15. To liaise withrespective departments on special projects and coordinate the necessary set-upsin the various distribution systems.
在特殊的项目上与相关部门保持联系同必要的合作以达到在各种分配制度上的提高。
16. To activelysupport the Sales team to establish and maintain good relations with corporateaccounts, travel agencies, airlines and other booking sources.
积极支持销售团队与公司团队，旅行社，航空公司及其他订放来源公司建立和维持良好关系。
17. To work closely with RevenueManagement to fully implement yield-driven initiatives.
与收益经理密切合作积极完成收益率。
18. To constantlyupdate staff and respective departments on room sales status and on-bookbuild-up particularly during demand periods to allow Revenue Management toformulate and/or adjust strategies.
不断更新员工及相关部门关于客房销售状态及在特殊时期的预定建立利于收益经理建立及/或调整战略。
19. To maintain accurate andupdated information in ORS to allow the Customer Contact Centre (CCC) toeffectively cross-sell the hotel.
在ORS中保持精确的、更新的信息以方便顾客合同中心（CCC）酒店交叉销售。
20. To actively communicate withthe Customer Data Centre (CDC) to rectify discrepancies and inaccuracies foundduring data exchange between PMS and ORS; to keep abreast of and enforce dataentry standards.
积极与顾客数据中心沟通，改正在PMS与ORS数据更改中发现的差异；了解数据输入标准的最新信息。
21. To conduct andattend meetings as required.
根据需求组织并参加会议。
22. To enforce the policy of rateparity with online agencies to avoid clients finding “better deals” in 3rdparty web sites or web portals.
23. To help monitor and manageroom availability across all distribution systems to maximize salesopportunities and minimize regrets build-up.
在所有分配系统中协助监督及管理可用房间以增加房间的最大销售额及最小内部配额。
24. To be fullyconversant with the various systems’ functionalities to effectively monitor andsupport rate, inventory and data integrity.
熟练掌握各种系统功能，有效的监控及支持收益，存货及数据完整。
25. To implementapproved incentive schemes to generate incremental sales during need periods.
如需要，实施已批准的激励计划来完成增加的销售任务。
26. To implement yield strategiesdeveloped by Revenue Management to maximize booking opportunities particularlyduring periods of high demand.
在黄金时间内，完成收益经理建立的收益率战略计划，并特别最大限度的提供房间预定机 会。
27. To proactivelymanage free-sale allotments to avoid displacing short lead high-yield requests.
积极管理自由销售的分配，避免取代短期高收益的需求。
28. To activelyparticipate in the weekly and monthly forecasts providing the necessary inputson on-the-book build-up, unexpected booking trends, etc.
积极参加每周及每月的预测，在酒店已接预定的建立，额外预定趋势上提供必要的意见。
29. To constantly review actualvs. forecast to establish pick-up trends, occupancy history and market segmentdevelopment to assist in the forecasting process.
持续关注实际与历史建立酒店入住趋势值，历史入住率及市场分区发展协助进行预测程序。
30. To be proactive and re-alignselling strategies to achieve forecasted goals as and when necessary.
如需要，针对完成预测目标进行前瞻型及调整性销售战略。
31. To alert RevenueManagement on any unexpected booking deviations that may adversely impactforecasted demand.
提醒收益经理关注可能对预估要求产生不利影响的意外预定差异。
32. To uphold brandimage and foster customer retention and loyalty through consistent qualityservice.
在始终如一的高品质服务中提升企业形象及培养顾客忠诚度，提出顾客保留计划。
