Guest Service Agent/ Nhân Viên Lễ Tân

- Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guests' names at every opportunity
- Registers and rooms all arrivals according to established procedures
- Maintains intimate knowledge of departmental standards and procedures
- Performs check-in, check-out and room change procedures and ensures all data is entered completely into the hotel systems following the reservation
- Maintains cashier float and ensures accurate daily report of all money received
- Cashes hotel guests' personal and travelers' checks and assists with currency exchange
- Keeps abreast of all modifications to accounting policies and procedures
- Responsible and attending to guests' requests for using the service of the safety box at all times
- Knowledgeable of all special promotion procedures, for programs such as Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
- Attends to guests' complaints, inquiries, and requests, and refers problems to the supervisor/Assistant Manager if he/she is unable to assist
Is familiar with other Intercontinental Hotels and Resorts, so that guests indicating any next destination on the registration card can be sold an onward booking to another InterContinental Hotel
- Does everything possible to ensure that the guests depart the hotel with a positive impression of the hotel service
- Performs the audit balances and prepares all work for audit in an orderly fashion
- When on night shift, checks night report, prepares the morning report, and prepares all necessary forms for the guest arrival
- Maintains comprehensive knowledge of standard reservation procedures, including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems
- Maintains exemplary deportment standards of behavior and appearance, and attitude as expected in an IHG Brand
- Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times
- Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program members and other VIP's and concerning the hotel and to avoid being a health or safety hazard