Front Desk Service Agent 前台接待

1 month ago


Guangzhou, China Doubletree by Hilton Hotel Guangzhou Science City Full time
Description

1、根据预订优质快速的为客人办理入住手续,确认相关信息,如:房价,人数等,依客人喜好予以排房。向客人介绍酒店各种宣传促销活动及推销希尔顿荣誉客会给非会员,吸引新会员的加入。指引去房间的方向并解释房卡的使用方法,向客人分发礼物等。

2、确保入住期间的各项需求能有效满足,帮助客人办理外币兑换及结帐手续。接收现金,信用卡,旅行支票,公司或第三方付费等付款方式。

3、热情友好的问候客人,对客人的合理需求予以积极恰当的回应。准确提供各种信息如:酒店营业场所的营业时间及VIP促销计划等。

4、对自己权限范围内不能予以解决的问题和需求,及时反馈给相应部门和人员予以解决。

5、礼貌的接听所有来电,及时恰当的应客人要求处理各种邮件、传真及转交物品。

6、成着冷静的应对和处理各类客人投诉,如:客人对价格不满,空调或供暖系统的不足等。

7、积极的工作,友好的为客人提供服务。

8、积极参加所需的各种培训,提高工作能力。

9、致力于酒店工作,为酒店发展提供创造性的建议,为顾客和整个团队提供高品质服务。

10、在前台的团队中起到积极作用,有效的沟通,确保达到目标。

11、为顾客提供热情周到的服务,有宾至如归感。

12、依照预订为客人办理入住,核对预订信息,希尔顿荣誉客会号及航空公司会员号,确保入住登记表的完整性及付款方式安全有效。

13、采取必要行动,及时有效的处理顾客的不满,适当的时候告知值班经理或宾客关系经理。回访客人,确保客人对解决方法满意。

14、维护顾客档案和信息,确保预订的有效性和准确性。

15、确保VIP客人个性化服务待遇。

16、协销售,预定和业务发展团队为公司客人提供服务。

17、引入新的荣誉客会会员,确保会员应得利益,为会员提供优质专业的服务。

18、确保所有帐单消费的精准性,为客人提供高效快捷的结帐服务。

19、将准确完整的信息录入酒店管理系统,以便大家分享。

20、遵循希尔顿品牌标准。

21、掌握希尔顿酒店集团的基本概况。

22、了解酒店周边地区的最新信息,名胜,风景地等,为顾客提供方便。

23、与餐饮部,客房部,工程部,IT等进行有效的沟通合作。

24、对酒店设施设备的非正常运转予以及时报告,并跟进直至问题解决。

25、汇报最新的工作进展,确保宾客关系经理对部门营运状况的了解。

26、确保信息的有效传递,尚未完成的事情逐一移交至有关人员,让宾客满意。参加日常例会及其他会议。

27、确保完成行前台每日的任务,其中包括但不仅限于工作的监督,房间分配,报告,信用       额度核对,电脑数据备份及主帐的核对等。

28、核对入住登记表,会议及活动信息,预订备份等。

29、根据价格要求向客人提供相应的物品。

30、按照健康安全, 危机管理部门,灾难处理方法,救火程序执行。必要的时候加入 救火。

31、严格遵守现金收付手续,收取现金,信用卡,转帐,代金券等。

32、收取现金,信用卡,代金券,公司或第三方付费等服务时要严格遵守酒店规定。

33、为客人提供保险箱,保证他们的财物安全。

34、跟进担保预订及付款方式,确保酒店收入。

35、确保所有帐单消费的精准性,为客人提供高效快捷的结帐服务。

36、从促销客房转至高级客房,确保在每个客人身上获得最大利润。

37、抓住商机,用合理的方式提高酒店收入,确保客人物有所值。

38、完成任何其他合理的职责和被指派的职责Requirements

1、能运用计算器材准确无误的进行各种数据运算。

2、能用英语有效的倾听和进行沟通。

3、熟练操作酒店电脑系统。

4、擅长于处理宾客关系,能有效快速的应对处理各种问题。

5、以较强的人际交往能力提高客人满意度。

6、能在强压下胜任工作。

7、一至两年相关工作经验者优先。

Source: Hospitality Online



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