Guest Service Agent 前台接待

Duties and Supporting Responsibilities：

• Continually proactively find ways to improve the scores of all audits related to the department.
• Be always proactive in upselling and be always creative and proactive in recommending ways of achieving better result.
• Be familiar with all Guest Service related Standard Operations Procedures and hotel’s policies and procedures.
• Be knowledgeable about all the services, facilities, events in the hotel and be ready to sell/ upsell/ cross-sell hotel services to guests at anytime.
• Fully aware of and well prepared for every day’s expected flow of guests (arrivals, departures) and activities in the hotel.
• Be very focus and concentrate on handling any check-in to ensure room status are carefully checked to avoid check-in a non vacant-clean room/ double sell and when cutting key cards, ensure correct and valid key is cut with a room number matched.
• Ensure all arriving guests are warmly greeted, being escorted to room with in-room check-in and orientation services.
• Extend sincere appreciation to all guests upon check-out, check satisfaction, provide useful information, offer assistance on luggage/ transfer service and invite for return.

Job Requested：

• Luxury 5-stars hotels work experience is an advantage.
• Must enjoy guest contact and have a natural ability to serve and delight them.
• A team player with ability to multi-task and remain composed at all times.
• Basic computer and typing skills.
• Good command of English and Mandarin, both spoken and written.

工作职责/职位描述:

• 持续主动寻找方法提高与部门相关的所有审核分数。
• 在追加销售时始终保持积极主动，在推荐实现更好结果的方法时始终保持创造性和积极主动。
• 熟悉所有与宾客服务相关的标准操作程序以及酒店的政策和程序。
• 了解酒店的所有服务、设施和活动，随时准备向客人销售/追加销售/交叉销售酒店服务。
• 充分了解并为酒店每天的预期客流量（到达、离开）和活动做好充分准备。
• 非常关注并集中精力办理入住手续，确保仔细检查房间状态，以避免入住非空置的洁净室/重复出售，并且在切割钥匙卡时，确保制作正确有效的钥匙并匹配房间号。
• 确保所有到达的客人都受到热情的欢迎，并被护送到房间，提供酒店及房间介绍的服务。
• 在退房时向所有客人表示诚挚的感谢，检查他们的满意度，提供有用的信息，提供行李/中转服务方面的帮助，并邀请他们返回。

职位要求：

• 有国际奢华五星级酒店经验者优先。
• 沉着冷静，能随机应变，有团队精神。
• 基本的电脑应用能力。
• 良好的中英文沟通及书写能力。