前台接待

PRINCIPAL RESPONSIBILITIES 主要职责
•Execute job tasks according to the pre-defined standards & procedures and in compliance with the company employment handbook
根据拟定的规定条例以及公司员工手册执行其职责范围内的工作。
•Ensure Front Desk area up to standard and all operating equipment is well-maintained.
确保前台区域符合标准，所有营运设备运作正常.
•Demonstrate honesty, reliability, ethics, and professionalism; demonstrate consistency between words & behaviour.
展现诚实，可靠，规范及专业的工作礼仪。
•Accept personal responsibility and accountability for achieving results within targeted timelines; ensure clear authority and accountability for results by others.
在规定的时限内承担相应的责任及义务从而完成任务。并清晰其他职务的权限及责任。
•Ensure all tasks are carried out accurately, efficiently and within the allocated timeframes for each task. All tasks must be closed in the FCS system once completed.
在指定的时间内准确,有效地执行每一个任务。一旦完成后,所有任务都必须在FCS系统中被关闭。
•Be fully knowledgeable about the hotel facilities, functions and local area information.
熟知酒店设施，功能及当地区域信息。
•Add value through operational efficiency through process improvement; understand and focus on the key drivers of sales, colleague and customer satisfaction, profitability, and quality.
通过收入的增长和有效的运作提升价值；理解并关注销售，同事和宾客的满意度，收益和质量的关键。
•Be familiar with hotel emergency procedures, eg. fire alarm and take charge during emergency situations.
熟悉酒店对于紧急情况的程序，例如：遇火警时负责紧急情况的处理。
•Perform accurate registration of arriving guests according to the hotels standards & procedures and guest reservation information and preferences.
遵循酒店规定，宾客预定信息及喜好，准确地为入店宾客提供入住登记手续。
•Perform accurate cashiering duties for departing guests according to the hotel standard & procedures while using and balancing their individual house bank.
遵循酒店关于收银员管理个人备用金的规定，准确地为离店宾客办理结账业务。
•Up sell and cross sell of hotel rooms and facilities to maximize revenue.
推销酒店其他房型及其他产品从而最大化增加酒店收入。
•Conduct foreign currency exchange for in house guests.
为住店宾客提供外币兑换业务。
•Handle pre-block room for VIPs or other special attention guests.
处理VIP客人及其他需特殊照顾宾客的提前入住登记工作。
•Attend to all guest enquiries with poise in a helpful and professional manner.
用乐意和专业的态度应答宾客所有的询问。
•Be familiar with hotel room configuration, all special rates & programs and the Brilliant Program.
熟悉酒店房间形态，所有优惠价和促销活动以及朗廷卓逸会内容。
•Understand the hotel PMS in regards to Front Desk operation.
理解酒店使用系统中有关前台营运的知识。
•Handle city ledger payments.
处理挂账。
•Handle on day walk in reservation requests.
处理无预定宾客前来登记及宾客的其他要求。
•Update guest profiles accurately in the hotel PMS and registration cards.
准确地在酒店系统中更新宾客的资料以及填写宾客入住登记卡。
•Work closely with other departments to ensure a seamless service flow for the guests to maximum guest satisfaction.
和其他部门紧密合作以确保为宾客提供无可挑剔的服务从而最大化提高宾客满意度。
•Understand their role in an emergency situation in the hotel.
理解在酒店遇到紧急情况时应充当的角色。
•Attend assigned training sessions on time and as scheduled.
依照安排准时参加培训课程。
•Ensure attendance to work is on time as scheduled.
按照班表安排准时上班。
•Work over night shifts as required.
根据需要出勤夜班。
•Balancing of all cashiers' cash float at the end of each shift. Any discrepancy must be immediately reported to FD Supervisor/Duty Manager/Front Desk Manager.
每个班次结束后确保现金无误。任何差异必须及时向当班主管、大堂经理或前台经理汇报。
•Basic clerical or administrative work.
基础的行政或文员的工作。
•Perform other duties as assigned by the management.
在管理层的安排下承担其他工作职责。
REQUIREMENTS 职位要求
Education 教育学历
•Certificate / Diploma / Bachelor in Hotel Management
酒店管理类证书/学历证明/学士学位证明
Experience 经验
•One years working experience, preferably in hotel industry
一年相关的酒店工作经验
Job Skill / Knowledge 工作技能 / 知识
•Out-going personality
性格开朗
•Good communication skills
良好的沟通技巧
•Office administration experience
办公室行政经验
Computer Knowledge 电脑知识
•Knowledge of MS office software
相关办公自动化知识
•Opera PMS
酒店Opera系统
•FCS
FCS系统
Language Proficiency 语言能力
•Good command of English and Mandarin, other languages would be beneficial.
良好的英语及普通话掌握能力,其他语言掌握者优先考虑。