前台接待 Front Desk Reception

• 依据酒店的规章制度，内部原则和标准处理一切事情。
Handle all duties according to hotel policies, procedures, internal rules and standards.
• 任何时候都要遵守现金交接流程。
Conform to cash handling procedures at all times.
• 根据当日情况，要互相交接额外的活动事件，以便有效地处理所有可预见的情况。
Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
• 要了解有关房价，折扣和促销的知识，并要知道如何去处理。
Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
• 要了解有关客房，地理位置，条件，特色和酒店提供的其它方面的服务的知识。
Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
• 要依据所有的现金处理和银行的流程为客人提供快捷的离店结帐手续。
Follow all cash handling and banking procedures to check out all customers efficiently.
• 会使用MARSHA和PMS，能够做当天预定并了解如何在MARSHA中查预定。Operate MARSHA and PMS, take same day reservations and know how to enter a reservation in MARSHA.
• 负责客人登记，房间分配，并对所有客人提出的特殊要求予以配合。
Perform guest registration and room assignment and accommodate special requests of all customers.
• 了解有关万豪礼赏，会员俱乐部和飞行里程计划的知识。
Be knowledgeable about Marriott Rewards, Club Marquis and other frequent traveler programs.
• 在客人办理入住登记时，鼓励和邀请客人加入我们的万豪礼赏计划以达到月度，季度及年度目标。
Ensure and encourage all guests are enrolled in our Marriott Rewards Programme upon check in to achieve monthly/quarterly/yearly target.
• 保密并正确地处理邮件和留言。
Handle mail and messages properly and on a confidential basis.
• 协助所有客人解决问题并回答客人提出的问题。确保用客人回复系统程序帮助客人解决问题。
Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the "Guest Response Program" procedures. .
• 向经理汇报任何异常情况和问题。
Report any unusual occurrences or requests to the manager.