Guest Services Agent 宾客服务接待员

FINANCIAL RETURNS
财务回报

• Bill call costs.
  提供电话费单据。
• Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
  运用销售技巧和房间销售升级推广洲际酒店集团的产品和服务
• Promote the Hotel’s (and ICHG generally) products and services
  推销酒店（以及整个洲际酒店集团）的产品和服务
• Maintain a high level of product and service knowledge about all ICHG Hotels in your region
  充分了解所在地区的洲际酒店集团成员的产品和服务
• Develop and maintain a regular pattern of sales calls
  发展和保持定期进行销售拜访的模式
• Prepare and execute action plans which increase reservation sales and associated business
  准备和执行增加预订销售和相关业务的工作计划
• Maintain knowledge of special rates/ offers/ promotions
  掌握关于特价，酬宾，促销活动的信息
• Prepare reservation sales reports
  准备预订销售报告

PEOPLE
员工团队

• Advises defects on switchboard equipment to Supervisor.
  向主管汇报总机设备出现的问题。
• Pages guests in co-operation with concerned departments.
  与相关部门合作，对客人进行呼叫。
•  Records all entries on traffic sheets.
  将所有条目记录到电话单上。
• Pages staff member when requested.
  如有需要，对工作人员进行呼叫。
• Report on logbook daily.
  每日记下工作日志。
• Aware of local telephone listings and frequently dialled numbers.
  熟悉当地电话表以及常拨号码。
• Maintains a clean work environment.
  保持工作环境的清洁。
• Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard.
  熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式。
• Process all incoming and outgoing calls accurately and courteously.
  正确并礼貌地处理所有打进和打出酒店的电话。
• Maintain Hotel Information.
  保管酒店相关信息。
• Maintains detailed knowledge of the Hotel’s fire, life and safety system.
  熟知酒店的消防、救生和安全系统。
• Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval
  与前厅部经理或财务经理联系要求信用审批的预订事宜
• Monitor reservation levels and inform Managers of current and future occupancy rates
  监测预订情况，并向经理通报目前和将来的入住率

GUEST EXPERIENCE
宾客体验

• Records and controls accurately wake up calls.
  准确记录并管理叫早服务。
• Assists guests with international calls and directory queries.
  协助客人处理国际长途和号码查询。
• Calls guests by name whenever possible.
  尽量称呼客人的姓名 。
• Handles guests needs or requests and reports complaints to the Guest Service Centre Supervisor.
  满足客人的需要或请求，并向宾客服务中心主管汇报投诉情况。
• Attends to all guest queries and requests promptly.
  及时跟进客人的所有问询和要求。
• Record and process reservations made by phone/fax/email
  记录和处理通过电话，传真，电子邮件进行的预订
• Accept wait list reservations
  接受等候单上的客人预订
• Process amendments to reservations such as extensions, early departures, etc
  修改延期和提前离店等特殊情况的预订记录
• Manage “no show” reservations by investigation and recording of same
  调查和记录未按预订抵店的预订情况
• Record special billing arrangements for groups and conventions
  对团组或会议的特别账单安排进行记录

RESPONSIBLE BUSINESS
企业责任

• Prepare reports as requested (eg to travel agents, business houses etc)
  按照要求准备报告（如给旅行代理人和商业机构的报告等）
• Abides by principles of guest privacy.
  遵守保护客人隐私的原则。
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations.
  严格遵守处理紧急事件，如火灾、炸弹威胁和其它危机的标准政策和工作程序。
• Improve hotel and brand popularity in this locality, encourage employees to actively participate in local community activities .
  提升酒店与品牌在本地的知名度，鼓励员工积极参与本地社区活动。
• To ensure that the policies and procedures to comply with the local laws and regulations and the hotel or company, assist in annual audit / standard self-examination.
  确保遵守相关地方法规及酒店或公司的政策与流程，协助参与年度审计/标准自审。
• Investigation and Research on the problems arising in the work, to understand the facts, In time to discovery may cause potential risk for hotel or company and effectively promote the solution to the problem.
  对工作中发生的问题进行调查和研究，了解事实，及时发现对酒店或公司可能造成的潜在风险，并有效促进问题的解决。在遭遇重大问题时及时向上级汇报。