宾客服务接待员 Guest Services Agent

JOB OVERVIEW职位概述
•    Responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, foreign exchange and assisting them with inquiries
•    负责所有与前台相关的活动，如接待、办理入住和退房手续、给客人安排客房、外汇业务以及协助处理客人的问询等

At HUALUXE®, we want our guests to feel accomplished and respected.  To help them we need you to offer intuitive Chinese hospitality and:
•    Show Chinese Etiquette – by greeting our guests by extending the spirit of our signature welcome and indulge them in Chinese hospitality by being humble and discreet in observing Chinese protocol 
•    Respect and Recognize – We respect and recognize guests no matter who they are and adapt to guest preferences making them feel a cut above the rest
•    Help Accomplish – by fully understanding our guests’ business and social engagement needs, and take pro-active action to exceed their expectations by efficient and accurate services
在華邑®酒店，我们让我们的客人感到事业通达，尊重认同。为了达到这个目标，我们需要你提供知礼尊客的中华待客之道，同时还要：
•    尽显中华礼仪 –向客人展示我们标志性的欢迎礼，并用谦恭得体的中华待客之道来款待我们的客人
•    表达尊重认同 – 我们尊重、认知每一位客人，我们记录客人的偏好，通过个性化的服务客人的尊贵身份
•    协力成就事业 – 悉心洞察、领会客人商务及社交的不同需求，先行一步，力求以准确高效、超越客人期望的服务，帮助客人达成目标
DUTIES AND RESPONSIBILITIES工作职责
•    Greets all guests at all times in a friendly and helpful manner and attempts 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 all data are entered completely 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
•    Maintains cashier 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
•    Cashes hotel guest’s personal and travellers checks and assists with currency 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 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
•    Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group 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 problems to 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 guest indicating any next destination on the registration card can be “sold” an onward 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 with a 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 an orderly 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 and prepare 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 procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret 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 behaviour and appearance and attitude as expected in an HUALUXE Brand 
•    按照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 work area is kept clean and in an orderly state at 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
•    Endeavours to maintain the high standards of the hotel with particular regard to the importance of IHG Rewards Club Programme member and other VIP’s and with reference to hotel and to be a health or safety hazard
•    力争保持酒店的高标准，特别注意优悦会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