【客務部】賓客服務接待員 Guest Services Agent

1. 接待賓客辦理入住、退房與換房手續，提供親切且高效的服務體驗。
2. 協助處理特殊來電與需求，建立跨部門協作與追蹤基礎，提升整體服務品質。
3. 熟悉前台所有作業流程與標準，於同仁遇到困難時提供即時支援與協助。
4. 主動識別貴賓、會員及常住客戶，建立良好關係並提供個性化服務。
5. 推動IHG優悅會會員招募及銷售（Upsell）目標，提升入住體驗與業績表現。
6. 熟悉並正確執行訂房、查詢、表單填寫、房況查核與留言處理流程。
7. 維護前台整潔與秩序，確保公共空間與接待區符合品牌標準。
8. 與房務部、訂房部等單位密切溝通，確保房況資訊正確並即時更新。
9. 熟知促銷專案與忠誠會員方案，主動提供資訊協助賓客選擇。
10. 遵守外幣兌換規範並協助執行財務相關作業。

Operations & Guest Experience
Greet guests and handle check-in, check-out, and room changes with warm and efficient service.
Record and follow up on special requests and calls, supporting seamless interdepartmental communication.
Understand all front desk procedures and assist team members with real-time operational issues.
Recognize VIPs, loyalty members, and long-stay guests, and deliver personalized service.
Promote IHG One Rewards membership and upselling initiatives to enhance the guest experience and meet team goals.

Administration & Responsible Business
Accurately manage booking procedures, guest inquiries, and system entries including forms, email responses, and reservation details.
Maintain a tidy and orderly front desk area aligned with brand standards.
Liaise closely with Housekeeping and Reservations to ensure updated and accurate room status.
Stay informed about promotional offers and loyalty programs, and proactively share with guests.
Comply with financial procedures, including foreign currency exchange assistance when applicable.

Accountability
This position is part of the Front Office team and reports directly to the Front Office Supervisor and Front Office Manager. The Guest Services Agent is responsible for ensuring consistent, high-quality guest service delivery, especially during peak times, while actively supporting loyalty enrollment and upsell targets.