前台接待 Front Desk Agent

JOB RESPONSIBILITIES
岗位职责
· Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards. 
按照凯宾斯基和LQA标准，以友好关心的方式为住店客人办理入住并未离店客人办理退房。
· Ensure that LQA results are above 88%.
确保LQA评分达到88%以上。
· Upon check in, register guest and assign rooms.  Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards.  Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.  
办理入住登记手续时，尽可能根据客人喜好安排房间。如果需要，帮助客人填写登记表。运用建设性销售技巧推销客房及其他酒店服务。确认客人付款方式，遵循既定信用制度，接受现金支付。
· Upon departure of guests, process the guest check out procedures. Inquire for last minute charges.  Receive payment from guests. Settle the guest account and give copy of the invoice. 
办理结帐手续时，执行结帐程序完毕后交给客人一份发票。
· Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures.  At the end of shift, balance their cash float. 
执行前台出纳一切帐务交易，例如：根据程序入帐，兑换外币。下班时平帐。
· Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle.  It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints. 
无论电话或面对面交流，均应礼貌地回答客人讯问。提供或接收信息并采取相应行动，或移交给相关人员处理。例如：提供保险箱，处理留言，处理投诉。
· Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests. 
协助客房部更新房间状态，例如：通知团队离店时间，延迟结帐，提前登记入住以及其它特殊需要。
· Keep themselves informed of product and service knowledge as well as the hotel daily and meeting activities.  
随时了解酒店服务设施信息以及每日会议活动。
· Possess a working knowledge of the room reservation procedures.  
掌握预定程序。
· Maintain the neatness of his/her working area.
保持工作区域清洁卫生。
· Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
根据酒店运营需要可以随时添加其他责任和任务。