Front Desk Agent 前台接待

1. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
认知和欢迎每一位客人，微笑，目光接触，用客人的名字友好的问候。
2. Address guests' service needs in a professional, positive, and timely manner.
积极，专业，及时地处理客人的服务需求。
3. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
通过和客人沟通住宿、服务的体验来和客人进行情感投入。
4.  Assist other ladies and gentlemen to ensure proper coverage and prompt guest service.
协助绅士淑女保证覆盖所有的对客服务需求。
5. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
预见客人的需求，包括聆听、观察客人、询问客人，并且及时地满足客人的需求。
6. Meet with supervisor to review daily assignments and priorities.
和主管回顾每日的工作以及主次顺序。
7. Access all function of computer system according to established procedures and standards.
根据政策和标准，使用电脑系统的全部功能。
8.  Set up workstation with necessary supplies; maintain cleanliness throughout shift.
保证工作台有充足的用品，工作期间保持清洁。
9. Process all guest check-ins according to established hotel requirements:
根据酒店标准为客人办理入住。
10.  Conduct group check-ins/outs according to established hotel procedures.
根据酒店的程序办理团队的入住、退房。
11.  File guest paperwork or documentation.
将客人的文件归档。
12. Ensure rates match market codes and that any exceptions are documented and include an explanation.
保证房价和市场代码一致，如果有任何的不一致，保证有相关的解释和文件支持。
13.  Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
关注客房的房态的变化。
14.  Accept and record wake-up call requests; deliver to appropriate department(s).
接受并记录叫醒服务，并且及时传达给相关部门。
15. Issue safe deposit boxes to guests and ensure security of keys.
为客人提供保险箱服务，并保证钥匙的安全。
16. Confirm and document reservations and cancellations.
确认和存档预订单和取消单。
17. Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
如果收到客人的相关信息，邮件，传真，及时告知客人，如果有需要，及时送到客人房间。
18.  Match the bucket check to in-house guest ledger report; report discrepancies to manager.
核对文档储存柜，保证所有在店客人的信息完整，如有异常，立即报告给经理。
19. Process all checkouts according to established hotel requirements.
根据酒店标准办理退房。