宾客关系主任 at InterContinental Hotels Group in 中国, China

• Under the general direction of the Front Office Manager or his / her delegate and within the limits of established Inter-Continental Hotels Group brand and local policies and procedures, 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. • 按照洲际酒店集团标准，在前厅部经理领导下，负责相关事宜如：接待客人、等级入住及结账、为客人安排房间及兑换外币、按照要求对客人提供帮助。 • Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the Inter-Continental Hotels Group and the brand ethos. • 围绕信任、廉政、尊重、团队和服务五项核心价值，增强员工的工作氛围，发扬洲际团队。

• Greeting all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.
• 随时以友好的态度与客人打招呼，为客人提供帮助，尽量用客人名字称呼客人。
• Assign rooms and efficiently register all VIP arrivals according to established procedures.
• 按照酒店的程序，为所有重要客人安排房间及高效率办理入住登记。
• Maintains intimate knowledge of departmental standards and procedures.
• 详细了解部门标准及程序。
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation.
• 为客人登记、结账及更换房间，按照预定部要求，确保把所有数据完整输入酒店电脑系统。
• Maintains cashier float and ensures accurate daily report of all money received.
• 维持现金流动，确保收到现金的准确性。
• Cashes hotel guest’s personal and travellers checks and assists with currency exchange.
• 为酒店客人兑换个人或旅游支票，协助客人兑换现金。
• Keeps abreast of all modifications to accounting policies and procedures.
• 了解会计政策及登记手续的更新。
• Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
• 了解酒店所有的促销政策，如季节性的打包，宣传单上的促销内容，以及洲际酒店集团的促销政策。
• Attends to guest’s complaints, inquiries and requests, referees problems to Assistant Manager or related department head if be unable to solve.
• 处理客人投诉，回答客人提出的疑问，在不能解决时，上报给大堂经理或相关部门经理。
• 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 Inter-Continental Hotels.
• 熟悉其他的洲际酒店及其地址，以至客人在登记卡上指出下一个目的地时，能为客人推销另外的洲际酒店。
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.
• 尽量让住店客人对你所提供的服务满意，在客人离开时，为客人留下良好的酒店印象。
• Performs the audit balances and prepares all works for audit in an orderly fashion.
• 完成审记报告，为审记做准备。
• 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.
• 了解预定程序标准，其中包括：正确使用表格，怎样读电报、电子邮件、信息，怎样通过预定系统了解可供房间资源。
• Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a ICHG Brand.
• 按照洲际品牌标准，维持良好的个人仪态、仪表。
• Takes personal interest and pride to ensure that the work area is kept clean and in an orderly state al all times.
• 保持工作区域的干净，及正常工作秩序。
• To explain Crowne Plaza Club Floor facilities and benefits to all guest.
• 向客人介绍相关的设施及优惠。
• Endeavours to maintain the high standards of the hotel with particular regard to the important IHG Loyalty Program member and other VIPs.
• 尽量为客人提供高标准服务，特别是洲际酒店的长期客人及重要客人的服务。
• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
• 证明了解职业健康及安全责任政策及程序，确保安全操作所有的程序。
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
• 了解职责相关内容，维护职业法，健康安全法。
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
• 熟悉财产安全，急救，火灾、紧急事件发生时的补救措施，设备的安全操作。
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
• 实施行动对危险情况进行纠正，通报潜在的危险。
• Log security incidents and accidents in accordance with hotel requirements.
• 按照酒店要求记录安全事件及意外事故。
• Performed other duties as assigned.
• 完成管理层交办的其他任务。