宾客服务接待员(前台/宾客服务中心)гость Services Agent (Стойка регистрации/гость Service Center)

宾客服务接待员（前台） Guest Services Agent(Front Desk)

DUTIES AND RESPONSIBILITIES 工作职责

• Greetsall guests at all times in a friendly and helpful manner and attempts to learnand use guest’s name at every opportunity

热情友好的问候客人，尽可能称呼客人的名字。

• Registersand rooms all arrivals according to established procedures

根据规定程序为所有住店客人登记。

• Maintainsintimate knowledge of departmental standards and procedures

熟知部门知识和标准工作程序。

• Performscheck in, check out and room change procedures and ensures all data are enteredcompletely into the hotel systems in 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。

• Maintainscashier float and ensures accurate daily report 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。

• Casheshotel guest’s travelers checks and assists with currency exchange

为酒店客人的旅行支票兑换现金，并协助进行外汇兑换。

• Keepsabreast of all modifications to accounting policies and procedures

随时留意会计政策和工作程序的变化。

• Responsibleand attends to guest’s request of using the service of safety box at all times

随时负责回应客人关于使用保险箱服务的要求。

• Knowledgeableof all special promotion procedures, for programs such as; Seasonal Packages,Frequent Flyers Programs, and also Intercontinental Hotels Group Loyaltyprograms.

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诚客户计划。

• Attendsto guest’s complaints, inquiries and requests, referees problems tosupervisor/Assistant 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。

• Isfamiliar 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推荐其在另一家洲际酒店集团成员酒店进行提前预订。

• Doeseverything possible to ensure that the guests depart the hotel with a positiveimpression 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。

• Performsthe audit balances and prepares all works for audit in an orderly fashion

执行审计平衡，并为审计工作进行各项有序的准备。

• Whenon night shift, checks night report, prepare the morning report and prepare allnecessary forms for the guest arrival

在值夜班时，检查夜班报表，准备早班报表和所有早班为客人服务时所需使用的表单票据。

• Maintainscomprehensive knowledge of standard reservation procedures including correctforms to use, how to read e-mail, messages, and how to interpret availabilitysources 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.

• Maintainsexemplary deportment standards of behavior and appearance and attitude asexpected in a ICHG Brand

按照洲际酒店集团品牌的标准，保持自己行为、外表和态度的高标准。

• Takespersonal interest and pride to ensure that the front desk work area is keptclean and in an orderly state already 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.

• Endeavorsto maintain the high standards of the hotel with particular regard to the importanceof IHG Loyalty Program member and other VIP’s and with reference to hotel andto 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.

 

QUALIFICATIONSAND REQUIREMENTS 任职要求

RequiredSkills –

技能要求---

• Communication skills are utilized a significant amountof time when interacting with others; demonstrated ability to interact withcustomers, employees and third parties that reflects highly on the hotel, thebrand 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

良好的阅读和书写英文能力

Qualifications–

学历---

• Diploma or Vocational Certificate in Hotel Administration, HotelManagement or equivalent

具有酒店行政管理，酒店管理或相关的学士学位或大专水平

• 6 months experience in guest service or customerservice, or an equivalent combination of education and experience. 

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

 

宾客服务接待员（宾客服务中心）Guest Services Agent(Guest Service Center)
 

DUTIES AND RESPONSIBILITIES 工作职责

• Processall incoming and outgoing calls accurately and courteously

在准确、礼貌的前提下处理所有打进和转出的电话。

• Recordsand controls accurately wake up calls

准确的记录和控制叫醒电话。

• Assistsguests with international calls and directory queries

协助客人拨打国际电话和目录查询

• Callsguests by name whenever possible

无论何时记得称呼客人的名字。

• Handlesguests needs or requests and reports complaints to the Guest Service CenterSupervisor

处理客人的需要或请求，传达客人的投诉给客户服务中心主管。

• Reporton logbook daily

每天报告交班本内容。

• Billcall costs

计费电话成本。

• Awareof local telephone listings and frequently dialed numbers

了解当地的电话清单以及经常拨打的电话。

• Strictlyabides by standards policies and procedures governing cases of emergency suchas fire, bomb scare and other critical situations

紧急情况如火灾,炸弹恐吓和其他紧急情况下，严格遵守标准政策和程序管理。

• Advisesdefects on switchboard equipment to Supervisor

向主管通知总机设备的缺陷及问题。

• Maintainsa clean work environment

保持干净的工作环境。

• Attendsto all guest queries and requests promptly

重视所有客人的问题以及要求。

• Deliverguest item on guest require.

根据客人的要求，提供客人所需。

• Maintainsdetailed knowledge of the Hotel’s fire, life and safety system

知晓详细的酒店消防、生命安全知识。

• Maintainsdetailed knowledge on the Emergency Response Team and workings of the GeustService Center in this regard

知晓酒店应急反应小组成员名单和客户服务中心的作用。

• MaintainHotel Information.

详细了解酒店知识。

• Maintainsup-to-date knowledge of all hotel and area events and activities so that guestswill receive accurate and prompt information when requested.

要精确的了解酒店当天最新的宴会，会议，活动等信息，回答客人的问询

• Greetsguests with a cheerful and pleasant voice using guests’ names at least thriceduring conversations.

要求愉悦，清晰的接听客人电话时，必须称呼客人名字3次及以上

Performsfunctions of a concierge, their duties and requests, via telephone.

通过电话去完成礼宾部的工作流程。

• Helpsto identify process problems and deficient areas in the hotel and suggestssolutions for permanent fixes.

辨别酒店不足之处，并提出相关的解决方案

• Befamiliar with all F&B venue menus and specials, including seasonal changesand special promotions.

熟悉酒店餐饮菜单的季节变化推出的活动商品
 

 

QUALIFICATIONSAND REQUIREMENTS 任职要求

RequiredSkills –

必须技能---

• Communicationskills are utilized a significant amount of time when interacting with others; demonstrated ability to interact withcustomers, employees and third parties that reflects highly on the hotel, thebrand and the Company.

沟通技巧是利用大量的时间当你与他人互动时,证明有能力与客户、员工和第三方反映集团酒 店以及品牌。

• Ableto read and write English

读写英语的能力。

Qualifications –

学历---

• Diploma or Vocational Certificate in Hotel Administration, HotelManagement or equivalent

具有酒店行政管理，酒店管理或相关的学士学位或大专水平

• 6months experience in guest service or customer service, or an equivalentcombination of education and experience. 

拥有6个月前厅或宾客服务或电话总机工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。