前台运营服务专员Operations Agent(FO)

岗位职责
Job Responsibilities
您是宾客办理各项手续时可以依赖的对象，客人信赖您在当地攻略方面的意见，您还可以营造温馨的氛围，让宾客感觉宾至如归。
You can rely on guests when they go through the formalities, and guests trust your advice on local travel. You can also create a warm atmosphere so that guests feel at home.
您的日常工作
Daily Responsibilities
热情欢迎宾客，开启令人难忘的宾客体验
Enthusiastically welcome guests and start an unforgettable guest experience
当面或在电话中识别并问候IHG One Rewards优悦会会员和再次光临的宾客
Identify and greet IHG One Rewards members and returning guests in person or by phone
接受和管理宾客预订、推荐增值销售机会，并向宾客告知提升住宿体验的方式
Accept and manage guest reservations, recommend value-added sales opportunities, and inform guests of ways to improve their stay experience
处理现金和信用卡交易
Process cash and credit card transactions
迅速为宾客办理入住和退房手续——核对身份证件、递交房卡
Quickly check in and check out for guests —— Check id cards, submit room cards
先行一步, 用心服务——记录宾客的喜好并据此提供服务，处理他们的信息、请求、问题和疑虑
Take the first step and serve with heart —— Record guests' preferences and provide services accordingly, process their information, requests, questions and concerns
成为所有宾客可以信赖的求助对象，就各种问题为宾客提供帮助，例如账单问题、本地信息等，并在必要时参与管理
Be a trusted source of help for all guests, providing assistance with various issues such as billing, local information, etc., and participate in management when necessary
始终保证安全。遵守我们的安全规程，报告所有事故并佩戴所需的防护装备
Always ensure safety. Follow our safety procedures, report all incidents and wear the required protective equipment
担任品牌的形象大使，并为此感到自豪
I am proud to be the brand ambassador
对每天安排的计划和活动了熟于心
Be familiar with the daily schedule and activities
在同事需要帮助时，能立即承担其它临时职责
Be able to take on other temporary responsibilities when colleagues need help
我们对您的要求：
Job Requirements
沟通技巧——宾客可能会向您提出顾虑或赞赏，您需要能够轻松应对
Communication skills —— You need to be able to handle concerns or compliments from guests with ease
您解决问题的能力将把问题转化为机遇，给每一位宾客留下美好的回忆
Your problem solving ability will turn the problem into an opportunity and leave a good memory for every guest
能读会写，电脑熟练：您需要掌握良好的阅读、写作技能，以及基本的数学和计算机知识
Read and write, computer skills: You need to have good reading and writing skills, as well as basic math and computer skills
弹性排班——这份工作需要在夜间、周末和节假日轮班工作
Flexible schedule —— The job requires night, weekend and holiday shifts
工作经验——理想情况下，您应至少拥有一年的前台或客服领域工作经验
Work experience —— Ideally, you should have at least one year of front desk or customer service experience
身强体健——有时您需要抬起或推/拉50磅（23公斤）的大件物品，并可能需要弯腰和膝盖着地
Strong body —— Sometimes you need to lift or push/pull a large item of 50 pounds (23 kg) and may need to bend over and knees to the ground