Guest Services Agent 宾客服务接待员

· Always greets all guests in a friendly and helpfulmanner 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 toestablished 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 departmentalstandards and procedures.
·熟知部门标准工作程序。
·Performs check in, check out and room changeprocedures and ensures all data are entered completely into the hotel systemsin 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 dailyreport 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 travellers checksand 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 accountingpolicies 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 alwaysusing the service of safety box.
·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, andIntercontinental 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 andrequests, referees’ problems to supervisor/Assistant Manager if he/she unableto 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 andResorts so that guest indicating any next destination on the registration cardcan 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 guestsdepart 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 worksfor 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, preparethe 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 reservationprocedures 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 behaviourand appearance and attitude as expected in an HUALUXE Brand.
·按照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 thatthe front desk work area is always kept clean and in an orderly state.
·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。
·Endeavours to maintain the high standards of thehotel about the importance of IHG RewardsClub Programme member and other VIP’s and with reference to hoteland to be a health or safety hazard.
力争保持酒店的高标准，特别注意优悦会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。
Required Skills –
技能要求
·Communication skills are utilized a significantamount of time when interacting with others; demonstrated ability to interactwith customers, employees and third parties that reflects highly on the hotel,the brand and the Company
·拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力
·Able to read and write English
·能够读写英语
·Proficient in the use of Microsoft Office and Property Management System
·熟练使用微软办公软件和酒店管理系统
Qualifications–
学历
·High School or Vocational Certificate in HotelAdministration, Hotel Management or equivalent
·具有高中学历或酒店行政管理，酒店管理或相关的职业证书
Experience–
经验
·1 year experience in guest / customer service, oran equivalent combination of education and experience
·拥有1年宾客服务部工作经验，或与此相当的教育和相关工作经验结合的背景