Front Office Receptionist 前台接待

岗位职责JD:
对酒店资讯有完整的了解，如：整个酒店的特色，服务，各场所营业时间。所有房型，房号，房间布局，家具陈设，摆放位置。所有房价，打包价，促销价。每日房数，预期到店数，预期离店数,任何一天的可卖房。团队的每日活动安排。
Knowledge of all hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments and location. All room rates, special packages and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled daily group activities.
了解并遵循酒店及部门的各项规章制度。
Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
跟主管一起回顾每日工作安排及重要事情。
Meet with supervisor to review daily assignments and priorities.
跟要下班的同事一起回顾当天的营业状况并跟进好相关事宜。
Meet with departing Front Desk Agent to review business status and follow up items.
依照已有的标准流程使用所有的电脑操作系统。
Access all function of computer system according to established procedures and standards.
工作区域准备好必要的物品，并且在整个班次期间都保持整洁。
Set up workstation with necessary supplies; maintain cleanliness throughout shift.
接听部门电话时需在三声之内接起，使用正确的问候语及电话礼仪。
Answer department telephone within three rings, using correct greeting and telephone etiquette.
跟所有接洽过的客人建立积极的宾客关系。
Promote positive guest relations to all individuals approaching the Front Desk.
礼貌的为他人提供所需要的信息。 Accommodate all requests for information in a congenial manner.
依照酒店制定的要求为客人办理登记入住 ：
Process all guest check-ins according to established hotel requirements:
在系统里确认预定信息并熟悉的所有信息。
Confirm reservation in system and review all noted
对于没有预定的客人，销售客人认可的房型。
For guests without a reservation, sell a room type agreed upon.
将客人信息输进电脑并打印出登记入住表。
Register guest in computer and generate a registration card.
跟客人确认登记入住表上的信息。
Verify registration card information with guest.
获取客人的付款方式，如信用卡信息需输进电脑；或收取现金。
Advice guest of any messages, mail, faxes, etc. received for them.
告诉客人房间保险箱，迷你吧及房卡的使用方法。
Inform guest of room safe and mini-bar key and room key procedures.
告诉客人其房间所含的各项服务，优惠项目等。
Communicate services and included in packages to guests on packages.
收取客人相应的身份证件并附到登记入住表上。
Obtain proper identification for tax-exempt guests and attach form to registration card.
让客人在指定的文件上签名。 Obtain guest signature for designated paperwork.
维护所有客人的客史档案。 Maintain guest history files on all guests.
对于预期抵店的V.I.P，先与送欢迎礼品及陪同客人到房间的人员沟通好。
Communicate V.I.P. arrivals to designated personnel for escort and delivery of amenities.
按照客人入住时的要求为每位客人设置好准确的账户。（如：跟他人分账，房费、税、杂费分开，免费等） Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).
把登记入住表及相关的票券存档进与房号对应的文件夹内。
File registration cards and vouchers in bucket by room number.
当酒店不能为有预定的客人提供住处时尽所有的努力找到客人所满意的可供替代的住处。按照已制定的流程接待没有预定的散客。
Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walk-in" guests.