Guest Service Agent - Nhân Viên Lễ Tân

• Registers and rooms all arrivals according to established procedures

• Maintains intimate knowledge of departmental standards and procedures

• Performs check in, check out, room change procedures and ensures all data are fully entered correctly into the hotel systems in accordance with reservation

• Maintains cashier float and ensures accurate daily report of all money received/sent

• Cashes hotel guest’s personal and travellers checks and assists with currency exchange

• Keeps abreast of all modifications to accounting policies and procedures

• Responsible and attends to guest’s safety box use at all times

• Knowledgeable of all special promotion and procedures for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.

• Attends to guest complaints, inquiries and requests; escalates problems to supervisor/Assistant Manager if he/she is unable to assist

• Is 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

• Does everything possible to ensure that the guests depart the hotel with a high level of satisfaction

• Performs audit balances and prepares all works for audit in an orderly fashion

• When on night shift, checks night report and prepares morning report, along with all necessary preparations for guest arrivals

• Maintains comprehensive knowledge of standard reservation procedures including correct use of forms, reading telex, e-mail, messages, and how to interpret availability sources within the reservation systems

• Maintains exemplary deportment standards of behavior, appearance and attitude as expected in an IHG Brand

• Takes personal interest and pride to ensure that the guest service work area is kept clean and in an orderly state at all times

• Strives to maintain the high standards of the hotel for all guests with special attention to IHG Loyalty Program members and other VIP’s