宾客关系主任
Hotel Brand: Crowne Plaza Hotels & Resorts
Location: China, Shandong, Qingdao
Hotel: Qingdao (DAOCH), No.76 Xiang Gang Zhong Rd, 266071
Job number: 148263
- 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。
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