前台接待

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  
· 随时以友好的态度与客人打招呼，为客人提供帮助，尽量用客人名字称呼客人。  
· Registers and rooms all arrivals according to established procedures
· 按照酒店的程序，为所有到达客人登记及安排房间。
· Maintains intimate knowledge of departmental standards and procedures 
· 详细了解部门标准及程序。
· Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
· 为客人登记、结账及更换房间，按照预定部要求，确保把所有数据完整输入酒店电脑系统。
· Maintains cashier float and ensures accurate daily report of all money received
· 维持现金流动，确保收到现金的准确性。
· Cashes hotel guest’s personal and travelers checks and assists with currency exchange
· 为酒店客人兑换个人或旅游支票，协助客人兑换现金。
· Responsible and attends to guest’s request of using the service of safety box at all times
· 通过保险箱服务，满足客人要求。
· Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
· 了解酒店所有的促销政策，如季节性的打包，宣传单上的促销内容，以及洲际酒店集团的促销政策。
· Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she unable to assist
· 处理客人投诉，回答客人提出的疑问，在不能解决时，上报给前台主管或大堂副理。
· Be 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
· 熟悉其他的洲际酒店及其地址，以至客人在登记卡上指出下一个目的地时，能为客人推销另外的洲际酒店。
· Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
· 尽量让住店客人对你所提供的服务满意，在客人离开时，为客人留下良好的酒店印象。
· Performs the audit balances and prepares all works for audit in an orderly fashion
· 完成审记报告，为审记做准备。
· 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
· 了解预定程序标准，其中包括：正确使用表格，怎样读电报、电子邮件、信息，怎样通过预定系统了解可供房间资源。
· Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand 
· 按照洲际品牌标准，维持良好的个人仪态、仪表。
· Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
· 保持前台工作区域的干净，及正常工作秩序。
· To handle the rebate, paid out /the account transferring.
· 处理折扣，付款及账目转移。
· Base on Check list of each shift to complete task
· 根据每日工作任务检查表来更好的完成工作
· Assist guests with all inquiries, both hotel and non-hotel related 
· 回答客人有关酒店及非酒店的质疑。
· Conduct effective shift briefings to ensure hotel activities and operational requirements are known 
· 有效制作值班简报，确保员工知晓酒店活动及操作要求。
· Maintain detailed knowledge of the activities of the day and alert to any potential problems
· 详细了解酒店日常活动，警惕潜在问题。
· Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
· 详细了解酒店附近的各个地方，如：餐厅、剧院、购物中心、电影院、娱乐场所、银行、领事馆、车站及其他特殊场所。
· Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards
· 按照酒店标准，确保表格、小册子的供给。
· Consult Log Book for information/request left by outgoing shift
· 查看前一个值班在记事薄里留下的信息。
· Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy
· 按照酒店政策，处理送给客人的邮件、信息、传真、电报及其他特殊物品。
· Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests
· 处理客人送出的邮件、包裹邮资及货物。
· Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed
· 按照酒店钥匙政策，确保客人钥匙、前厅保存的其他钥匙的顺序及安全。
· Receive telephone calls and take messages for guests who are out, in accordance with hotel policy
· 按照酒店政策，在接到外出客人电话时，留言给客人。
· Record incoming registered mail, telegram, parcel, telex in appropriate file
· 存档记录好客人的挂号信、电报、包裹。
· Perform other duties as maybe assigned by superiors
· 完成上级布置的其他工作
Required Skills –
技能要求
· 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 read and write English
· 能够读写英语
 
Qualifications –
学历
· Outgoing personality and desire to learn
· 性格外向，乐于学习
 
Experience –
经历
· 1 year experience in a related discipline or an equivalent combination of education and experience.  
· 拥有1年与此相当的教育和相关工作经验结合的背景。
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