Guest Services Agent 宾客服务接待员

岗位职责/职位描述

Greets all guests at all times in a friendly
and helpful manner and attempts to learn and use guest’s name at every
opportunity
随时以友好和乐于协助的态度迎接客人，并尽量了解和称呼客人的名字
Registers
and rooms all arrivals according to established
procedures
按照既定工作程序为所有来客登记并安排房间
Maintains intimate
knowledge of departmental standards
and procedures
熟知部门标准工作程序
Performs check in, check out
and room change procedures and ensures all data are entered completely into
the hotel systems in accordance
with reservation
履行入住、退房和换房手续，并确保所有资料都按照预订情况完整的输入酒店电脑系统
Maintains
cashier float and ensures accurate daily report of all money
received
保持库存现金限额并保证每日对所收现金进行准确报告
Cashes hotel
guest’s personal and travelers checks and assists with currency
exchange
为酒店客人的个人支票及旅行支票兑换现金，并协助进行外汇兑换
Keeps
abreast of all modifications to accounting policies
and procedures
随时留意会计政策和工作程序的变化 
Responsible
and attends to guest’s request of using the service of safety box at all
time
随时负责回应客人关于使用保险箱服务的要求
Knowledgeable of all
special promotion procedures, for programs such as; Seasonal Packages, Frequent
Flyers Programs, and also Intercontinental Hotels Group Loyalty
programs
熟知所有特别促销活动，如:季节性套餐计划、常客优惠计划以及洲际酒店集团忠实方案
Attends
to guest’s complaints, inquiries and requests, referees problems
to supervisor/Assistant Manager if he/she unable
to assist
处理客人的投诉、问询和请求，如果自己无法提供协助，则将问题转给主管和经理助理 
Is
familiar with other Intercontinental Hotels and Resorts so that guest indicating
any next destination on the registration card can be “sold” an onward booking
to another InterContinental
Hotels
熟悉洲际酒店和度假村集团的其它成员酒店，以便当客人在登记卡上写出以后要去的目的地
时可以游说其在另一家洲际酒店集团成员酒店进行提前预订 
Does everything
possible to ensure that the guests depart the hotel with a positive impression
of hotel
service
尽一切努力确保客人在离店时会对酒店的服务有很好的印象
Performs
the audit balances and prepares all works for audit in an orderly
fashion
执行审计结余，并为审计工作进行各项有序的准备
When on night
shift, checks night report, prepare the morning report and prepare all necessary
forms for the guest
arrival
在值班时检查夜班报告，准备早班报告，并为客人的到来准备各种必要的表格
Maintains
comprehensive knowledge of standard reservation procedures including correct
forms to use, how to read telex, e-mail, messages, and how to interpret
availability sources within the reservation
systems
全面了解标准的预订工作程序，包括如何正确使用表格，如何读电传、电子邮件和留言，以
及如何在预订系统内对房源情况进行解读
Maintains exemplary deportment
standards of behavior and appearance and attitude as expected in a IHG
Brand
按照洲际酒店集团品牌的预期保持自己行为、外表和态度的高标准
Takes
personal interest and pride to ensure that the front desk work area is kept
clean and in an orderly state al all
times
随时保持前台工作区域的整洁和有序，并以此作为自己的个人兴趣和骄傲 
Endeavors
to maintain the high standards of the hotel with particular regard to
the importance of IHG Loyalty Program member and other VIP’s and with reference
to hotel and to be a health or safety
hazard
力争保持酒店的高标准，特别注意洲际酒店集团忠实计划会员及其它贵宾的重要性，并重视
酒店的健康和安全隐患等问题
Familiar with relevant works of epidemic
prevention and control
熟悉疫情防控相关工作