前台接待Front Desk Agent

主要工作职责:Core Responsibilities:1. Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.  热情问候所有客人并主动提供帮助，尽可能多的使用客人的姓名称呼客人。 2. Registers and rooms all arrivals according to established procedures.根据工作流程为所有客人办理入住手续。 3. Familiar with department standards and procedures  熟知部门工作标准和操作流程。 4. Performs check in, check out and room change procedures and ensures all data are entered completely into the Protel systems in accordance with reservation.严格按照标准为客人办理入住登记，退房，换房等服务，确保所有的数据和信息准确无误的输入进系统里。 5. Maintains cash float and ensures accurate daily report of all money received.维护备用金确保每日现金流量与报表一致。 6. Knowledgeable of all special promotion procedures.熟知所有的市场活动推广。 7. Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/ Manager if he/she unable to assist.  注意客人的投诉，问询和其它需求，不能解决的问题及时向主管或值班经理反应跟进。 8. Does everything possible to ensure that the guests depart the resort with a positive impression of resort service.  做一切事情尽可能的让客人离店时能对酒店服务留下一个好的印象。 9. Oversee the lobby conditions, including lobby music; lobby chair setup; lobby decoration whether in good conditions.监督大堂环境是否良好，包括背景音乐、桌椅摆放、装饰等。 10. Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times.确保前台区域任何时候都保持整洁，有序并以此为荣。 11. When on night shift, checks night report, prepare the Flash report and prepare all other necessary report and email to related HODs.夜班时，检查夜班报表并制作Flash report及其他报表并发送至相关部门经理。 12. Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.熟知酒店各项安全规章制度，了解紧急救护，火警和紧急事件的处理流程，能正确使用灭火器等消防器材。 13. Initiate action to correct a hazardous situation and notify management of potential dangers.及时对危险的情况采取补救措施，并对管理层汇报潜在的危险。 14. Log security incidents and accidents in accordance with hotel requirements.按照酒店的要求，记录安全事故和意外事故。