宾客服务接待员

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。
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。
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 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。
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。
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。
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/Guest Service 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宾客服务经理。