岗位职责
· Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
· 每时每刻都友好热情的欢迎和接待所有客人,努力自我学习并利用每个机会称呼客人的名字。
· Registers and rooms all arrivals according to established procedures
· 根据相关程序登记并引领所有的入住客人。
· Maintains intimate knowledge of departmental standards and procedures
· 熟知部门的标准和程序。
· Greet the guests upon their arrival and escort them to the Executive Lounge for check-in if the reception desk if occupied by other guests.
· 如在前台繁忙的情况下主动的欢迎和护送客人到行政酒廊办理登记入住手续。
· Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation if there is a need of assist. Co-ordinate with other departments or sections for all requires from guests.
· 准确操作入住,退房和换房的电脑系统,确保输入酒店系统里的数据和预定保持一致，和其他部门紧密协作以满足客人要求。
· Keeps abreast of all modifications to accounting policies and procedures
· 与同事一起共同遵循和保证所有财务政策和程序的更新。
· Ensure the breakfast, afternoon tea and evening cocktails are set up accordingly.
· 确保相应的准备早餐,下午茶,鸡尾酒会。
· Delivers newspaper and magazine in the Club rooms
· 发放报纸和杂志给行政楼层客人。
· Ensure the cleanliness of the Club Floor and lounge at all times
· 每时每刻口确保行政酒廊和楼层的清洁。
· Knowledgeable in the F&B lounge menu and cocktail drinks
· 熟悉餐饮菜单和所提供的鸡尾酒会酒水服务。
· Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also HUALUXE Hotels Group Loyalty programs.
· 熟悉所有推广的程序，比如，季度推广，航空会员计划，酒店集团的忠诚计划。
· Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/ Executive Club Manager if he/she unable to assist
· 关注客人的投诉，询问和需求,在不能解决的情况下立即汇报主管或行政楼经理。
· Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
· 为给客人离店之前留下美好的印象做出一切努力。
· 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
· 确保充分了解酒店预定部的标准程序，包括正确的填写表格，怎样读取电传文字，邮件，留言，怎样在预定系统里解释来源的有效性。
· Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a ICHG Brand
· 确保自己的举止，行为，外表和态度和洲际酒店集团品牌保持一致。
· Daily to check through IHG Rewards Club members and VIPs list and arrival reports, to check rooms of expected arrival guests and ensure that amenities are prepared and ordered. Upon arrival, greet and welcome them.
· 每日检查和确保所有当日达到优悦会会员的房间和欢迎物品是否齐全,在客人入住的时候亲切的欢迎他们。
· Maintain files on Hotels facilities, airline schedules, transportation schedules / routes and course, map and other relevant tourist information.
· 保留所有酒店设施,航班时间表,交通线路和地图相关旅游信息的存档。
· Be conversant with all hotels’ activities by reading event order, Public Relations materials and also promotion of competitor advertisement in the media for details on special promotion.
· 通过阅读宴会订单，公关部的相关材料，熟悉所有酒店的活动安排，同时了解竞争对手通过各种媒介进行的广告宣传和推广。
· Attends to all guests’ queries / complaints and channel feedback to the relevant Department Heads for appropriate actions. All such queries and complaints must be given immediate attention. If necessary, to pacify while investigate is being carried on and also it must be recorded it the logbook.
· 留意客人的要求和投诉，及时反馈给相关的部门领导,所有的要求和投诉必须立即得到解决，在有的情况下,
先安抚客人同时在交接本上做好记录。
· Distributes VIP release to department concerned after having obtained room members. Check additional VIP report for delivery of special amenities and prepares additional requisition for VIP Walk In for distribution.
· 和相关部门紧密沟通贵宾客人的相关信息,同时检查更新的贵宾到达报表,同时保证相应的欢迎物品要齐全,包括准备无预定贵宾的欢迎物品。
· Accepting reservations for the next destination hotel bookings
· 为客人预定下一站酒店。
· Providing assistance with specific queries or problems
· 根据客人具体要求和疑问提供帮助。
· Checks long staying guest list for sending weekly fruits and flowers.
· 每周检查长住客人报表并发水果和鲜花。
· Bid farewell to VIP checking out guests.
· 在退房时热情欢送贵宾。
· To arrange a birthday gift to Resident guest especially Long Staying Guests or Returning Guests,
· 为现住客人特别是为长住客人和回头客人安排生日礼物。
· Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Rewards Club member and other VIP’s and with reference to hotel and to be a health or safety hazard
· 努力为优悦会会员和贵宾创造一个安全,优雅,高品质服务。
· Assist in any other duties as assigned
· 完成其他分配的任务。
岗位要求
1.大专以上文化程度，流利的英语口语；
2.性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感；
3.通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。
