前台接待 Guest Service Agent

· Greets all guests atall times in a friendly and helpful manner and attempts to learn and useguest’s name at every opportunity
· Registers and roomsall arrivals according to established procedures
· Maintains intimateknowledge of departmental standards and procedures
· Performs check in,check out and room change procedures and ensures all data are entered completelyinto the hotel systems in accordance with reservation
· Controls andmaintains arrivals and departures records and pre-registration cards for VIPsand Priority Club Members
· Maintains cashierfloat and ensures accurate daily report of all money received
· Ensure sufficientadvance deposit collected upon check in and action on high balance accountevery shift
· Cashes hotel guest’spersonal and travelers checks and assists with currency exchange, ensure nofake or damage currency collect when receiving or changing money for the guest
· Be familiar withtravel agent or any organization voucher and check the validity of travel agentvouchers
· Keeps abreast ofall modifications to accounting policies and procedures
· Maintain anaccurate room status and to be familiar with all room types, package plan, roomrates, F&B promotion etc
· Advise Concierge onthe assigned rooms to expedite the delivery of luggage
· Responsible andattends to guest’s request of using the service of safety box at all times
· Knowledgeable ofall special promotion procedures, for programs such as; Seasonal Packages and IntercontinentalHotels Group Loyalty programs
· Attends to guest’scomplaints, inquiries and requests, referees problems to supervisor/AssistantManager if he/she unable to assist
· Record in thelogbook any unusual happenings and all important matters for follow up
· Run the “back-up”in order to anticipate computer or electrical failure according to the setstandard
· Is familiar withother Intercontinental Hotels and Resorts so that guest indicating any nextdestination on the registration card can be “sold” an onward booking to anotherInterContinental Hotels
· Does everythingpossible to ensure that the guests depart the hotel with a positive impressionof hotel service
· Performs the audit balancesand prepares all works for audit in an orderly fashion
· When on nightshift, checks night report, prepare the morning report and prepare allnecessary forms for the guest arrival
· Check allcorrespondences to ensure billing instructions are properly approved andsupported with voucher or other valid credit advance
· Maintainscomprehensive knowledge of standard reservation procedures including correctforms to use, how to read telex, e-mail, messages, and how to interpretavailability sources within the reservation systems
· Prepare groupmaster folio and outstanding list upon check out
· Ensure accuratepost of guests’ miscellaneous charges into guest accounts
· Ensure hotel creditpolicy is adhered to at all times
· Handle small amountof cash paid out
· Ensure all vouchersfor rebates, transfers, paid-outs and corrections are clearly explained andsupported
· Ensure all guestssettle their account by proper form of payment before leaving the hotel
· To balance the day’spostings, receipts, cash and credit cards to the computer print-outs at the endof shift. Ensure Shift Leader witness your balance work and drop in the float
· Hand over to the followingGuest Service Officer the established sum of the rotating float. Both partymust acknowledge the transfer in the prided logbook. Maintain, count and keepsecure all house funds
· Help in the effortto avoid late charges and skippers and to inform the Guest Service ShiftLeader/Reception Manager/Front Office Manager if they are discovered
· Make sure allchecks and folios are following the number sequence. Sings void checks with thereason
· Takes wake up callsfrom guests, files in properly the call list and then sends it to the TelephoneOperator for process
· Make sure allcashier transaction summaries have been completed correctly and balanced withOpera Summary
· Responsible formaintaining enough currency denominations for cashiers daily exchange
· Maintains exemplarydeportment standards of behavior and appearance and attitude as expected in aICHG Brand
· Takes personalinterest and pride to ensure that the front desk work area is kept clean and inan orderly state al all times
· Endeavors tomaintain the high standards of the hotel with particular regard to theimportance of ICHG Loyalty Program member and other VIP’s and with reference tohotel and to be a health or safety hazard