宾客服务接待员（行政酒廊）

Duties andResponsibilities工作职责
· Greets all guests at all timesin a friendly and helpful manner and attempts to learn and use guest’s name atevery 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 allarrivals 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 ofdepartmental standards and procedures
· 熟知部门标准工作程序。
· Performs check in, check outand room change procedures and ensures all data are entered completely into thehotel 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 andensures 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 personaland travellers 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 allmodifications to accounting policies and procedures
· 随时留意会计政策和工作程序的变化 。
· Responsible and attends toguest’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 specialpromotion procedures, for programs such as; Seasonal Packages, Frequent FlyersPrograms, 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 ifhe/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 。
· Performs the audit balances andprepares 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。
· Maintains comprehensiveknowledge of standard reservation procedures including correct forms to use,how to read telex, e-mail, messages, and how to interpret availability sourceswithin 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 deportmentstandards of behaviour 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 andpride to ensure that the Club IC front desk work area is kept clean andin an orderly state al all times
· 随时保持洲际俱乐部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 。
· Endeavours to maintain the highstandards of the hotel with particular regard to the importance of IHG LoyaltyProgram member and other VIP’s and with reference to hotel and to be a healthor 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。
· Deliver Food and Beverageservice of high standard and in accordance with departmental standards andprocedures
· 按照部门的规范和程序提供高标准的餐饮服务。
· Communicates to his/hersuperior any difficulties, guest comments and other relevant information
· 与上级领导交流有关疑难，客人意见和其它相关信息。
· Prepares for service byensuring:
· 确保部门的以下各项工作就绪为客人提供服务：
o Outlet equipment is clean
o 设备干净
o Equipment is sorted and stored
o 设备分类且存放好
o Glassware is polished
o 玻璃器皿擦亮
o Flatware is polished
o 擦亮餐具
o China is clean
o 清洁瓷器
o Waiter stations are prepared
o 准备好服务台
o Cutlery is placed for buffetand table service
o 摆放好自助餐桌上的餐具
o Tables are set
o 摆设好餐台
o Lounge is ready for service andguest comfort
o 酒廊准备就绪为客人提供舒适的服务。
o Guests are greeted and seated
o 迎宾并安排客人就坐
o Trays and tray jacks areeffectively used
o 有效的利用托盘和托盘架
o Guest table are cleaned and re-set quickly
o 快速的清洁用餐区和重新布置
o Bar is clean
o 清洁吧台
o Used ashtrays are regularlycleaned
o 定时清理用过的烟灰缸
o Making and presenting cocktails
o 调配和装饰鸡尾酒
o Coffee and tea is served hotand in accordance with standard
o 按规范提供热的咖啡和茶
· Take appropriate action toresolve guest complaints
· 正确处理客人的投诉。
· Performs related duties andspecial projects as assigned
承担相关的职责和安排的特别项目。