Nv Lễ Tân/ Guest Service Agent

Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name 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 are entered completely into the hotel systems in accordance with reservation

 Maintains cashier float and ensures accurate daily report of all money received

 Cashes hotel guest’s personal and travelers checks and assists with currency exchange

 Keeps abreast of all modifications to accounting policies and procedures

 Responsible and attends to guest’s request of using the service of 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 guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she 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 positive impression of hotel service

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

 When on night shift, checks night report, prepare the morning report and prepare 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 a IHG Brand

 Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly

 Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard

 Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.

 Perform any other duties which may be assigned by the management from time to time.

Required Skills –

• 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.

• Able to read and write English

• Proficient in the use of Microsoft Office and Front Office System

Qualifications –

• High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

Experience –

• 1 year experience in guest / customer service, or an equivalent combination of education and experience.