At Hotel Indigo® we deliver inspired service. In all we do, we are vibrant, curious and original.
在英迪格酒店®,我們為賓客提供充滿靈感且熱情的服務。我們朝氣蓬勃、求新求知、新穎獨特。
Responsible for providing a welcoming and efficient experience for each guest during all encounters. Create memorable moment for our guests by attending to their needs during all guest interactions. Implement and be fully knowledgeable on the IHG Loyalty Programs and Indigo Brand Standards. Meet Loyalty Enrolment and Guest Heartbeats consistently.
誠摯地歡迎客人並提供有效率的入住及退房服務,為客人創造難忘的住宿體驗。完全了解IHG會員制度以及品牌標準,並達成會員註冊和客人心語目標。
DUTIES AND RESPONSIBILITIES 工作職責
• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
• 隨時以友好的態度與客人打招呼,為客人提供幫助,儘量用客人名字稱呼客人。
• Registers and rooms all arrivals according to established procedures
• 按照酒店的程式,為所有到達客人登記及安排房間。
• Maintains intimate knowledge of departmental standards and procedures
• 詳細瞭解部門標準及程式。
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
• 為客人登記、結帳及更換房間,按照預定部要求,確保把所有資料完整輸入酒店電腦系統。
• Cashes hotel guest’s personal and travelers checks and assists with currency exchange
• 為酒店客人兌換個人或旅遊支票,協助客人兌換現金。
• Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and Intercontinental Hotels Group Loyalty programs.
• 瞭解酒店所有的促銷政策,如季節性的專案,宣傳單上的促銷內容,以及洲際酒店集團的促銷政策。
• Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she unable to assist
• 處理客人投訴,回答客人提出的疑問,在不能解決時,上報給前台主管或值班經理。
• Be 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
• 熟悉其他的洲際酒店,以至客人在登記卡上指出下一個目的地時,能為客人推銷另外的洲際酒店。
• Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, e-mail, messages, and how to interpret availability sources within the reservation systems
• 瞭解預定程式標準,其中包括:正確使用表格、電子郵件、資訊,通過預定系統瞭解可供房間資源。
• Upsell rooms to maximize revenue and occupancy with guest satisfaction by present options and alternatives to guest and offers assistance in making choice.
• 客房向上銷售,為客人提供不同選項同時提高營收以及住房率
• Ensure your targets for Loyalty Program Enrolments are met
• 確保達到會員註冊目標