Guest Services Agent 前台接待员

· Greets all guests at all times in a friendly and helpful manner andattempts 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 alldata are
entered completely into the hotel systems in accordance withreservation
· 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 moneyreceived
· 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 withcurrency 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 ofsafety 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 HotelsGroup 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 problemsto
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 guestindicating any next
destination on the registration card can be “sold” anonward 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 witha 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 anorderly 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 andprepare 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 proceduresincluding correct
forms to use, how to read telex, e-mail, messages, and how tointerpret 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 andattitude 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 workarea 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 particularregard to the
importance of IHG Loyalty Program member and other VIP’s and withreference 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。