Front Desk Agent 前台接待员

岗位职责
Handle all duties according to hotel policies, procedures, internal rules and standards.
处理所有的工作都要依照酒店政策，程序，内部规定及标准
Use Opera/MARSHA password with discretion; Log off the terminal when leaving the area.
谨慎的使用Opera/MARSHA的密码；在离开时必须退出登陆客户终端。
Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
在每日例会中了解额外的事件，以便快捷的处理所有可能发生的情况。
Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
掌握房价，包价，折扣和促销的说有信息，并知道如何去处理。
Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
掌握客人房间，位置，客房礼物，特色以及酒店提供的所有其它的服务。
Strictly follow all cash handling and banking procedures to check out all customers efficiently.
在为客人提供快捷结账的同时严格遵守财务及银行的各项规定。
Operate MARSHA, Opera, Safelok system well and be able to use key card system.
熟练的使用MARSHA和Opera系统并会使用Safelok钥匙系统。
Perform guest registration and room assignment correctly and efficiently, accommodate special requests of all customers.
正确的完成客人的登记，房间分配以及协调所有客人的特殊要求。
Be knowledgeable about Marriott Rewards and other frequent flyer programs. Participate and contribute in Marriott Rewards sign-up program; ensure accuracy and activation rate meet brand goal.
了解万豪积分兑换,及其它的常客计划。参与并积极的推广万豪礼赏计划，确保以正确的价格来达到集团目标。
Know how to follow hospitality guidelines.Take action to participate in hotel incentive program and Be familiar with hotel sale strategy.知道如何遵循服务的基本方针，积极的参与酒店激励计划, 熟悉酒店销售略。 Answer phone calls according to standard by using proper telephone etiquette and within three rings.
在三声之内按标准接听电话并使用正确的电话礼仪。
Bank out at the end of each shift by following the blind drop procedure strictly. The front desk manager/shift supervisor will always verify the shift closing and enter the drop in the system.每班次结束时严格遵守投账程序平账。前台经理/主管检查班次的账目并输入到系统中。
基本要求：
Be well groomed and conform to the hotel's dress code and deportment.Be informed about daily operations and events.
良好的仪容仪表，行为、穿着符合酒店的规定。了解每日运作及宴会。
Be familiar with sales strategies; communicate daily with reservation sales.
熟悉销售政策，每日与预定部销售沟通。
Know all frequent customers and is familiar with their special requests. Ensure that their needs are met.
了解所有常客及熟悉他们的特殊要求。确保满足他们的要求。
Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.
熟悉文化差异并知道每一种文化对应的正确举止。同时知道不同的礼节。
Be knowledgeable about all emergencies plans and know how to act upon them.
熟知所有关于紧急事件的处理计划并知道当发生时如何应对。
Report any unusual occurrences immediately to the front office manager
向经理及时汇报任何不寻常的情况。
At all times strive to represent Marriott in the most professional and courteous manner.
随时以最职业最谦恭的方式来表现万豪。