Service Agent 前台接待员

Found in: beBee jobs CN - 2 weeks ago

Suzhou, Jiangsu, China Hilton Garden Inn, Hilton Full time

Maintain a high level of customer service awareness throughout the work.

Proactive in making comments or suggestions that are beneficial to the operation and environment of the hotel.

Proactively recommend hotel services and facilities to guests and suppliers.

Be able to do your job well and ensure the safety of yourself and others.

Ensure the accuracy of all bill purchases and provide efficient and efficient checkout service for guests.

If necessary, help the guest to book the room, record the room type, preferred location, price, telephone number and special requirements as well as pick up their luggage, ensure that they check out in time, arrange delivery, and welcome them again.

Introduce new honorary club members to ensure that members deserve benefits and provide quality and professional services to members.

Check in according to the reservation, check in information, Hilton Honors club number and airline membership number, ensure the integrity of the check-in form and payment method is safe and valid.

Input accurate and complete information into the hotel management system for everyone to share.

Maintain customer profile and information to ensure the validity and accuracy of reservation.

Ensure guest file information input into public security system in time.

Know the latest information of the surrounding area of the hotel, places of interest, scenery, etc., to provide convenience for customers.

Communicate and cooperate effectively with all departments.

Ensure to complete daily tasks of front desk, including but not limited to work supervision, room assignment, reporting, credit limit checking, computer data backup and master account checking.

Save cost and ensure inventory is not wasted.

Accept cash, credit CARDS, vouchers, corporate or third party payments and other services in strict accordance with hotel regulations.

Ensure the accuracy of all bill purchases and provide efficient and efficient checkout service for guests.

Quickly and efficiently transfer all incoming calls and greet guests with sincere and friendly greetings. Answer and respond to guest's questions and requests quickly and accurately, including the operating time and location of all places of consumption

The warm tone of communication and greetings from all guests make them feel welcomed by the hotel.

Accurate and timely delivery of information to customers to ensure customer privacy

Organize and store guest luggage and ensure safety.

Manage the convenience store and provide the corresponding items to the guests according to the price requirement. And provide a variety of convenience items for guests to choose from

Carry out replenishment, update and inventory in time according to the corresponding system to keep the goods on the shelves complete.

Be familiar with the early warning measures of fire and other emergencies and strictly follow the relevant rules and regulations of the hotel.

Familiar with the menu and beverage list, and can explain to the guest in detail.

Understand the requirements of healthy food and can give appropriate advice.

Learn about other restaurant/bar dishes in order to recommend them to guests.

Be familiar with all restaurant and hotel business hours.

Can recommend other attractive restaurants or places to guests.

Strictly abide by the service standard in the preparation process of the restaurant.

Clean the appropriate equipment on duty. Such as cutlery, cutlery, porcelain, etc.

Show good mental and professional appearance and greet guests at the door of the restaurant or bar at any time. Ask about customer satisfaction.

Smile to help customers sit, hang coats and backpacks, and introduce themselves.

Make sure that guests are shown to their seats and asked whether they prefer smoking or non-smoking.

Meet guest's requirement, if you can't answer guest's question immediately, please contact supervisor or manager.

Deliver food, beverage, etc. to guest's room in a timely and accurate manner. At least one floor patrol per shift.

Before the start of the shift, check the equipment used to ensure the normal operation, and contact the engineering department if necessary.

Make sure all areas are as clean as they were at the beginning of the meal.

Greet guests with a smile as they enter or leave the restaurant, regardless of the service area

Put guest service first.

In the process of work always reflect professional quality.

Avoid using offensive or impolite language.

Report any incidents to your superior supervisor or manager.

Perform any other reasonable duties and duties as assigned.

The department reserves the right to change or supplement the job description if necessary

在整个工作过程中,始终保持高度的客户服务意识。

持积极的工作态度,做好本职工作,并且主动解决问题,能够始终清晰的与客人或同事进行交流。

能够提出对酒店的运作及环境有益的意见或建议。

能够积极的向客人及供应商推荐酒店的服务及设施。

在工作过程中能够做好本职工作,保证自己及其他人的安全。

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。

如有必要,帮助客人订房,详细记录房型、喜好的位置、价格、电话以及特殊要求,帮助客人拿取行李,确保其及时办理离店,安排运送,同时欢迎他们再次光临。

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。

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。

将准确完整的信息录入酒店管理系统,以便大家分享。

维护顾客档案和信息,确保预订的有效性和准确性。

确保宾客档案信息及时录入公安申报系统。

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。

与各部门进行有效的沟通合作。

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。

节约成本,确保存货不浪费。

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。

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。

快速高效的转接所有来电,诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求,其中包括各消费场所的营运时间方位等。

交流的时候热情的语调和所有宾客问候,让他们觉得受到酒店的欢迎。

准确及时的为客人传递信息,确保顾客隐私。

有条理的安放和储存客人的行李并确保安全。

管理便利店,根据价格要求向客人提供相应的物品。并且提供多样的便利物品让客人选择。

按照相应制度及时进行货品补货、更新和盘点,保持货架商品完备。

熟悉火灾等突发情况的预警措施并严格按照酒店的相关规章制度予以执行。

熟悉掌握菜单及饮料单上的内容,并可以详细的给客人做出解释。

了解健康食品的要求,并可以给出适当的建议。

了解其他餐厅/酒吧的菜肴,以便向客人推荐。

熟悉所有餐厅及酒店其他部门的营业时间。

可以向客人推荐其它具有吸引力的餐厅或场所。

在餐厅备餐的过程中严格遵守服务标准。

清洗相应当班用具。如刀具,杯具,瓷器等。

展现良好的精神状态和职业面貌,随时在餐厅或酒吧门口迎接客人。询问顾客满意度。

微笑服务,协助顾客就座、挂外套及背包等,并做自我介绍。

保证客人都被引领入座并询问他们喜欢吸烟区或非吸烟区。

满足客人的各项要求,如不能立即回答客人的问题请与主管或经理联系。

及时无误地将客人的送餐服务所需的食品酒水等送到客人的住房。每个班次至少一次巡楼。

在当班开始前,检查各个使用设备,确保运作状态正常,如有需要及时和工程部联系。

确保所有区域与开始用餐时一样整洁。

在客人进入或离开餐厅是都面带微笑并问候客人,无论在任何服务区内。

将服务客人放在首位。

在工作过程中始终体现职业素质。

避免使用冒犯或不礼貌的语言。

向上一级主管或经理汇报发生的任何事故。

完成任何其他合理的职责和被指派的职责。

大专及以上学历 能运用计算器材准确无误的进行各种数据运算。

1-2年酒店餐饮或前台工作经验。

具备一定的英语功底,能用英语有效的倾听和进行沟通。

熟练操作酒店电脑系统。

擅长于处理宾客关系,能有效快速的应对处理各种问题。

以较强的人际交往能力提高客人满意度。

学习能力强,能在强压下胜任工作。

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