Receptionist 前台接待

- Primary Responsibilities主要职责
- Major Job responsibilities岗位主要职责
1. According to the Accor Greeting Standard, greets all guests at all times in a friendly and helpful manner
根据雅高的问候标准欢迎客人:您好！欢迎来到北京，有什么可以帮您?
2.Registers and checks out for all guests according to established procedures
按规定的程序为所有客人办理入住及退房手续。
3.Maintains intimate knowledge of departmental standards and procedures
熟知部门的规章制度及程序。
4.Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
按程序为客人办理入住、退房及换房并确保所输入的数据要与预定保持一致。
5.Ensure confidentiality of guest information
确保客人信息录入完整及安全。
6.Maintains cashier float and ensures accurate daily report of all money received
确保现金交易准确无误。
7.Offers currency exchange service for the in-house guests
为客人提供外币兑换服务。
8.Keeps abreast of all modifications to accounting policies and procedures
遵循财务规章制度。
9.Has full knowledge of Le-club with 4 levels rewards galore standards, especially the loyalty programs and enroll member.
熟悉乐雅会会员四种级别的丰厚待遇，特别是白金卡，并招募会员.
10.Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also member Rewards programs.
熟悉所有推广价的内容，如季节性的包价、会员推广活动。
11.Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
确保客人在离店时对酒店服务有好的印象。
12.Performs the audit balances and prepares all works for audit in an orderly fashion
严格按照财务要求确保账目正确完整。
13.When on night shift, checks night reports and prepares the morning reports, ensures the reports are mailed correctly.
夜班要打印过夜报表并准备早晨需派发的报表，确保报表正确无误的被发送。
14.Maintains comprehensive knowledge of standard reservation procedures including how to read e-mail, messages, and how to interpret availability sources in the systems.
熟知预订程序包括如何理解电报、邮件、信息以及如何做预订。
15.Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times
确保前台工作区域的整洁及有序性.
16.Offers safety box or the guest to keep valuables
提供贵重物品寄存服务
- Occupational Health and Safety Responsibilities职业健康及安全保障
1.monstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
获得职业保健及安全保障证书并确保要按其执行。
2.Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
熟悉职业保健及安全保障知识的法律制度、政策及程序。
3.Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
要熟知财产安全、急救及火灾的应急程序和如何使用操作器材。
4.Initiate action to correct a hazardous situation and notify supervisors of potential dangers
正确处理危险情况并及时通报主管其潜在危险。
- Customer Focus and Developing Self客户期望及自身发展
1.Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
与客人保持良好的关系以达到他们所期望的要求。
2.Anticipate guest needs, handle guest enquires, and solve problems
预见客人的要求、解决客人问题。
3.Create a positive hotel image in every interaction with internal and external customers
在与客人交流中为酒店建立良好的印象。
4.Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guest
保持高标准的产品和服务知识以更好的推销酒店的产品及服务。
5.Assist guests and escort them to locations within the hotel at their request
按照客人要求帮助并引导客人去往酒店各个场所。
6.Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
熟知酒店推广活动以迎合客人要求。
7.Maintain current Hotel information to be able to provide information to guests
熟悉酒店信息以为客人及时提供.
8.Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
提高自身专业技能以满足工作需要，并给客人提供更优质的服务
9.Seek feedback on areas of shortfall
发现自身不足。
10.Maximize opportunities for self development
最大限度的利用机会来提高自己.
Job Profile 任职资格
- English Skills 英文良好
- PHYSICAL 个人情况
1.Healthy 身体健康
- Job Knowledge / Skills 工作知识及技能
1. Knowledge and experience in Internet and other major computer programs.掌握使用互联网及其它主要电脑系统的知识。
2. Ability to use Front Office computer systems.掌握应用销售及前台的电脑系统。
- Professional Experience 专业经验