行政酒廊领班/接待员 Club Lounge Captain / Agent

job overview 职位概述
Responsible for the delivery ofguest service through all areas of the Club InterContinental.
· 负责在洲际俱乐部向客人提供服务。
· Finish all aspects of the Club InterContinental service operations
· 完成洲际俱乐部服务的各方面工作。
· Set buffet breakfast, Happy Hour and inspect the quality of food. Provide superior service and value for our guests.
· 摆放自助餐台并检查餐品出品质量。为客人提供卓越和超值的服务。
Duties andResponsibilities 工作职责
· Contribute to overalloperational efficiency by performing relevant duties as assigned.
· 快速有效地完成分配的任务。
· Provide exceptional Conciergeinformation to our guests about local and area attractions, restaurants,theatres, special events, tickets, confirmations and other available services.
· 为我们的客户提供全面的礼宾资讯，包括本地和地区的景点，餐厅，剧院，特别活动，门票，确认和其他有效服务。
· Develop and maintain strongguest relationships to ensure InterContinental Ambassador loyalty.
· 发展和维持密切的客户关系以确保对洲际大使的忠诚度。
· Maintains intimate knowledge ofdepartmental standards and procedures
· 熟知部门知识和标准工作程序。
· Check the daily arrival list. Attend to meet guests’ interests and specialrequest.
· 检查每日预抵宾客报表，留意宾客喜好及特殊要求。
· Inspect the room and ensure theroom is ready before guest arrival. Ensure all amenities are in room prior toguest arrival.
· 在宾客到店前检查好已安排的房间, 确保所有赠品已放入房间。
· Meet up with VIP and other guests’ arriving and escort the guests to their room or tothe Club InterContinental.
· 迎接贵宾到店及陪同他们到房间或去洲际俱乐部。
· Performs check-in/check-out for InterContinental Loyalty members and Club InterContinental guests.
· 为优悦会会员及俱乐部客人办理入住/离店手续。
· Attends to guests’ complaints, inquiries andrequests, referees’ problems to supervisor/Manager if he/she unable to assist.
· 关注客人的投诉、问询和请求，如果自己无法解决问题，则将向主管和经理寻求帮助。
· Always take the opportunity toexceed our customer expectations.
· 利用一切机会提供超越客人期望的服务。
· Do everything possible toensure that the guests depart the hotel with a positive impression of hotelservice.
· 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。
· Involvement with training,development and performance management of all Club InterContinental colleagues.
· 参与所有洲际俱乐部员工的培训，发展和业绩管理。
· Maintains exemplary deportmentstandards of behaviour and appearance and attitude as expected in IHG Brand.
· 按照洲际酒店集团品牌标准，保持自己行为、外表和态度的高标准。
· Ensure that the ClubInterContinental area is kept clean and in an orderlystate already all times.
随时保持俱乐部工作区域的整洁和有序。
RequiredSkills –
技能要求
· Communication skills areutilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat 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。
· Good knowledge on Front Office and well familiar with ClubInterContinental operation.
· 掌握前厅部工作知识并且十分熟悉洲际俱乐部日常运行。
· Good communication and writing skills.
· 具有良好的沟通及写作技能。
· Proficient in the use ofMicrosoft Office and Front Office System
· 熟练使用微软办公软件和前台系统。
Qualifications –
学历
· Diploma in HotelAdministration, Hotel Management or equivalent
· 具有酒店行政管理，酒店管理或相关的大专学历。
Experience –
经验
· 6 months experience in guestservice or customer service, or an equivalent combination of education andexperience.
· 拥有半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。