job overview 职位概述
Responsible for the delivery of
guest service through all areas of the Club InterContinental.
·
负责在洲际俱乐部向客人提供服务。
·
Finish all aspects of the Club InterContinental service operations
·
完成洲际俱乐部服务的各方面工作。
·
Set buffet breakfast, Happy Hour and inspect the quality of food. Provide superior service and value for our guests.
·
摆放自助餐台并检查餐品出品质量。为客人提供卓越和超值的服务。
Duties and
Responsibilities 工作职责
·
Contribute to overall
operational efficiency by performing relevant duties as assigned.
·
快速有效地完成分配的任务。
·
Provide exceptional Concierge
information to our guests about local and area attractions, restaurants,
theatres, special events, tickets, confirmations and other available services.
·
为我们的客户提供全面的礼宾资讯，包括本地和地区的景点，餐厅，剧院，特别活动，门票，确认和其他有效服务。
·
Develop and maintain strong
guest relationships to ensure InterContinental Ambassador loyalty.
·
发展和维持密切的客户关系以确保对洲际大使的忠诚度。
·
Maintains intimate knowledge of
departmental standards and procedures
·
熟知部门知识和标准工作程序。
·
Check the daily arrival list. Attend to meet guests’ interests and special
request.
·
检查每日预抵宾客报表，留意宾客喜好及特殊要求。
·
Inspect the room and ensure the
room is ready before guest arrival. Ensure all amenities are in room prior to
guest arrival.
·
在宾客到店前检查好已安排的房间, 确保所有赠品已放入房间。
·
Meet up with VIP and other guests’ arriving and escort the guests to their room or to
the Club InterContinental.
·
迎接贵宾到店及陪同他们到房间或去洲际俱乐部。
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Performs check-in/check-out for InterContinental Loyalty members and Club InterContinental guests.
·
为优悦会会员及俱乐部客人办理入住/离店手续。
·
Attends to guests’ complaints, inquiries and
requests, referees’ problems to supervisor/Manager if he/she unable to assist.
·
关注客人的投诉、问询和请求，如果自己无法解决问题，则将向主管和经理寻求帮助。
·
Always take the opportunity to
exceed our customer expectations.
·
利用一切机会提供超越客人期望的服务。
·
Do everything possible to
ensure that the guests depart the hotel with a positive impression of hotel
service.
·
尽一切努力确保客人在离店时会对酒店的服务有很好的印象。
·
Involvement with training,
development and performance management of all Club InterContinental colleagues.
·
参与所有洲际俱乐部员工的培训，发展和业绩管理。
·
Maintains exemplary deportment
standards of behaviour and appearance and attitude as expected in IHG Brand.
·
按照洲际酒店集团品牌标准，保持自己行为、外表和态度的高标准。
·
Ensure that the Club
InterContinental area is kept clean and in an orderly
state already all times.
随时保持俱乐部工作区域的整洁和有序。
Required
Skills –
技能要求
·
Communication skills are
utilized a significant amount of time when interacting with others;
demonstrated ability to interact with customers, employees and third parties
that reflects highly on the hotel, the brand and the Company.
·
拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
·
Good knowledge on Front Office and well familiar with Club
InterContinental operation.
·
掌握前厅部工作知识并且十分熟悉洲际俱乐部日常运行。
·
Good communication and writing skills.
·
具有良好的沟通及写作技能。
·
Proficient in the use of
Microsoft Office and Front Office System
·
熟练使用微软办公软件和前台系统。
Qualifications –
学历
·
Diploma in Hotel
Administration, Hotel Management or equivalent
·
具有酒店行政管理，酒店管理或相关的大专学历。
Experience –
经验
·
6 months experience in guest
service or customer service, or an equivalent combination of education and
experience.
·
拥有半年宾客服务部工作经验，或与此相当的教育和相关工作经验结合的背景。
