前台接待Front Desk Agent

1. 根据预订优质快速的为客人办理入住手续，确认相关信息，如:房价，人数等，依客人喜好予以排房。向客人介绍酒店各种宣传促销活动。指引去房间的方向并解释房卡的使用方法，向客人分发礼物等。
Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate .for arriving guests . Ensures guests knows location of room , containing room keys , tokens of our appreciation,gifts , etc ,to guest .
2. 确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结账手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。
Ensures rooms and services are correctly accounted for within guest statement Properly accounts for service provided by the hotel . Assists guests with check out payments or charges . Accepts and records vouchers , credit, traveler’s checks , and other forms of payment , converts foreign currency at current posted rates .
3. 热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。
Greets customers immediately with a friendly and sincere welcome . Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc .
4. 对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。
Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.
5. 礼貌的接听所有来电，及时恰当的应客人要求处理各种邮件、传真及转交物品。
Promptly answers the telephone and email inquires . inputs messages into the computer and advises other team members of special guest needs . retrieves messages and communicates the content to the guest . Retrieves mail , packages and facsimiles or other special items for customers as requested .
6. 成着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。
ields guest complaints , conducting thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc . Remains calm and alert especially during emergency situations and
heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion .
7. 积极的工作，友好的为客人提供服务。
Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
8. 积极参加所需的各种培训，提高工作能力。
Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
9. 致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
10.在前台的团队中起到积极作用，有效的沟通，确保达到目标。
Takes an active role in the front desk team, ensuring effective communication and working as a team in order to reach goals and targets.
11.为顾客提供热情周到的服务，有宾至如归感。
Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
12.依照预订为客人办理入住，核对预订信息，确保入住登记表的完整性及付款方式安全有效。
Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed , and method of payment secured.
13.采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
14.维护顾客档案和信息，确保预订的有效性和准确性。
Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
15.确保VIP客人个性化服务待遇。
Ensures that VIP guests are treated personally and recognized as an individual.
16.协销售，预定和业务发展团队为公司客人提供服务。
Liaises with Sales, Reservations and the Business Development team to handle corporate guests.
17.确保所有账单消费的精准性，为客人提供高效快捷的结账服务。
Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct.
18.将准确完整的信息录入酒店管理系统，以便大家分享。
nputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.
19.了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
Applies Brand Standards in each and every action, acting as a role model and example of how the tandards should be carried out in a practical setting.
20.遵循品牌标准。
Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
21.与餐饮部，客房部，工程部，IT等进行有效的沟通合作。
Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT.
22.对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
23.汇报最新的工作进展，确保宾客关系经理对部门营运状况的了解。
Ensures that the Guest Service Manager is kept aware and up to date of operational issues.
24.确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例会及其他会议。
Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
25.确保完成行前台每日的任务，其中包括但不仅限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主账的核对等。
Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up.
26.核对入住登记表，会议及活动信息，预订备份等。
Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is actioned accordingly.
27.节约成本，确保存货不浪费。
Ensures that front desk stock is managed and not wasted, maintaining costs where able.
28.警惕商业竞争行为，并及时上报。
Keeps up to date and aware of competitor activities in order to be informed.
29.根据价格要求向客人提供相应的物品。
Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests.
30.按照健康安全， 危机管理部门，灾难处理方法，救火程序执行。必要的时候加入 救火。
Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.
31.严格遵守现金收付手续，收取现金，信用卡，转账，代金券等。
Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.
32.收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
33.为客人提供保险箱，保证他们的财物安全。
Provides safety deposit boxes to guests, ensuring that guests valuables are safe and secure at all times
34.跟进担保预订及付款方式，确保酒店收入。
Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
35.确保所有账单消费的精准性，为客人提供高效快捷的结账服务。
Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
36.从促销客房转至高级客房，确保在每个客人身上获得最大利润。
Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest.
37.抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Maritim Brand Standards.
38.如有必要 ，该部门有权更改或补充该职位描述。
The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
39.如有可能用客人的母语与其交流。
Attempt to communicate with guest in guest’s native language , if applicable .
40.完成任何其他合理的职责和被指派的职责。
Carries out any other reasonable duties and responsibilities as assigned.