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Hotel Brand: Even Hotels
Location: Mainland China, Jiangsu, Nanjing

Hotel: Even Nanjing Yangtze River

Job number: HOTEL41983

About Us

Duties and Responsibilities 工作职责

  • Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity  
  • 随时以友好和乐于协助的态度迎接客人,并尽量了解和称呼客人的名字
  • Maintains intimate knowledge of departmental standards and procedures
  • 熟知部门标准工作程序
  • Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
  • 履行入住、退房和换房手续,并确保所有资料都按照预订情况完整的输入酒店电脑系统
  • Maintains cashier float and ensures accurate daily report of all money received
  • 保持库存现金限额并保证每日对所收现金进行准确报告
  • Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
  • 处理客人的投诉、问询和请求,如果自己无法提供协助,则将问题转给主管和经理助理
  • Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
  • 尽一切努力确保客人在离店时会对酒店的服务有很好的印象
  • Endeavours to maintain the high standards of the hotel with particular regard to the importance of IHG Rewards Club Programmemember and other VIP’s and with reference to hotel and to be a health or safety hazard
  • 力争保持酒店的高标准,特别注意优悦会会员及其它贵宾的重要性,并重视酒店的健康和安全隐患等问题
  • Assist with heavy packages, coats, suitcase, etc.  being alert to give assistance courteously and quickly, before having to be asked
  • 主动协助客人提重包裹、拿衣服、提手提箱等,向客人提供礼貌和迅速的协助
  • Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and IHG RewardsClub members
  • 在正门处欢迎客人,按具体时间段向客人发出合适的问候,特别要注意常客和优悦会会员
  • Process all incoming and outgoing calls accurately and courteously
  • 正确并礼貌地处理所有打进和打出酒店的电话
  • Records and controls accurately wake up calls
  • 准确记录并管理叫早服务
  • Maintains detailed knowledge of the Hotel’s fire, life and safety system
  • 熟知酒店的消防、救生和安全系统
  • Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
  • 熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式


Your day to day


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.
  • 拥有在与他人交往时大多数时间所使用的沟通技能;完全代表酒店,品牌和公司与顾客,员工和第三方交往的能力。
  • Able to speak, read and write English
  • 具有说,读和写英语的能力。
  • Proficient in the use of Microsoft Office
  • 熟练使用微软办公软件
  • Proficient in the use of Microsoft Office and Property ManagementSystem
  • 熟练使用微软办公软件和酒店管理系统


Qualifications –


  • High School or Diploma in Hotel Administration, Hotel Management or equivalent
  • 高中或酒店行政管理,酒店管理或相当的大专学历。


Experience –


  • 1 year experience in guest / customer service, or an equivalent combination of education and experience.  
  • 拥有1年宾客服务部工作经验,或与此相当的教育和相关工作经验结合的背景。


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