Guest Services Agent 宾客服务接待员

· 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 times
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。
· Provide feedback from Guests to superior for action
将从客人处得到的反馈向上级汇报，以期采取相应行动
· Maintain a log book to record the daily operational activities and submit the same to the superior.
每日每班次交班记录，并交给上级审阅。
· Enter only official matters in the log book. Avoid any personal notes
在交班本上记录公事， 避免任何私事
· Indicate time of duty and affix signature after making any entry
记录交班时要注明时间并签名
· Forward log book to the superior’s office when off-duty daily
每日下班前将交班本交给上级查阅
· Maintain a friendly, neat and professional image to guests
保持友善，整洁和专业的酒店形象
· Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
确保对宾客满意度调查数据加以分析，开发并执行各种计划来达成既定目标。
· Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
同有关部门交流所有相关信息，包括贵宾宾客和重要客户抵达与离店，或者其他宾客的特殊需求等。
· Analyse guest insights to identify and meet customer expectations and build on guest loyalty.
站在宾客的角度分析他们的需求，识别并满足宾客的期望，树立宾客忠诚度
· Interact with guests to ensure expectations are being met
与宾客联络互动，确保达成宾客的期望。
· Establishes and maintains effective employee working relationships
与员工建立并保持良好的工作关系。
· Attends and participates in daily briefings and other meetings as scheduled
按计划参加并参与每日例会及其它会议。
· Attends and participates in training sessions as scheduled
按计划参加培训活动。
· Implements the hotel and department regulations, policies and procedures including but not limited to:
实施酒店和部门的规定、政策和工作程序，包括但不限于：
o House Rules and Regulation
酒店的规则和规定
o Health and Safety
健康和安全
o Grooming
仪表仪容
o Quality
质量
o Hygiene and Cleanliness
卫生和清洁
· Perform any other duties as requested by the superior or other Management staff
跟进上级或管理层要求的其他工作