前台接待 Guest Service Agent

·
Greets all guests at
all times in a friendly and helpful manner and attempts to learn and use
guest’s name at every opportunity
·
Registers and rooms
all arrivals according to established procedures
·
Maintains intimate
knowledge of departmental standards and procedures
·
Performs check in,
check out and room change procedures and ensures all data are entered completely
into the hotel systems in accordance with reservation
·
Controls and
maintains arrivals and departures records and pre-registration cards for VIPs
and Priority Club Members
·
Maintains cashier
float and ensures accurate daily report of all money received
·
Ensure sufficient
advance deposit collected upon check in and action on high balance account
every shift
·
Cashes hotel guest’s
personal and travelers checks and assists with currency exchange, ensure no
fake or damage currency collect when receiving or changing money for the guest
·
Be familiar with
travel agent or any organization voucher and check the validity of travel agent
vouchers
·
Keeps abreast of
all modifications to accounting policies and procedures
·
Maintain an
accurate room status and to be familiar with all room types, package plan, room
rates, F&B promotion etc
·
Advise Concierge on
the assigned rooms to expedite the delivery of luggage
·
Responsible and
attends to guest’s request of using the service of safety box at all times
·
Knowledgeable of
all special promotion procedures, for programs such as; Seasonal Packages and Intercontinental
Hotels Group Loyalty programs
·
Attends to guest’s
complaints, inquiries and requests, referees problems to supervisor/Assistant
Manager if he/she unable to assist
·
Record in the
logbook 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 set
standard
·
Is familiar with
other Intercontinental Hotels and Resorts so that guest indicating any next
destination on the registration card can be “sold” an onward booking to another
InterContinental Hotels
·
Does everything
possible to ensure that the guests depart the hotel with a positive impression
of hotel service
·
Performs the audit balances
and prepares all works for audit in an orderly fashion
·
When on night
shift, checks night report, prepare the morning report and prepare all
necessary forms for the guest arrival
·
Check all
correspondences to ensure billing instructions are properly approved and
supported with voucher or other valid credit advance
·
Maintains
comprehensive knowledge of standard reservation procedures including correct
forms to use, how to read telex, e-mail, messages, and how to interpret
availability sources within the reservation systems
·
Prepare group
master folio and outstanding list upon check out
·
Ensure accurate
post of guests’ miscellaneous charges into guest accounts
·
Ensure hotel credit
policy is adhered to at all times
·
Handle small amount
of cash paid out
·
Ensure all vouchers
for rebates, transfers, paid-outs and corrections are clearly explained and
supported
·
Ensure all guests
settle their account by proper form of payment before leaving the hotel
·
To balance the day’s
postings, receipts, cash and credit cards to the computer print-outs at the end
of shift. Ensure Shift Leader witness your balance work and drop in the float
·
Hand over to the following
Guest Service Officer the established sum of the rotating float. Both party
must acknowledge the transfer in the prided logbook. Maintain, count and keep
secure all house funds
·
Help in the effort
to avoid late charges and skippers and to inform the Guest Service Shift
Leader/Reception Manager/Front Office Manager if they are discovered
·
Make sure all
checks and folios are following the number sequence. Sings void checks with the
reason
·
Takes wake up calls
from guests, files in properly the call list and then sends it to the Telephone
Operator for process
·
Make sure all
cashier transaction summaries have been completed correctly and balanced with
Opera Summary
·
Responsible for
maintaining enough currency denominations for cashiers daily exchange
·
Maintains exemplary
deportment standards of behavior and appearance and attitude as expected in a
ICHG Brand
·
Takes personal
interest and pride to ensure that the front desk work area is kept clean and in
an orderly state al all times
·
Endeavors to
maintain the high standards of the hotel with particular regard to the
importance of ICHG Loyalty Program member and other VIP’s and with reference to
hotel and to be a health or safety hazard