前台接待员 Front Desk Agent

1. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
遵守公司和部门的安全和保安政策和程序，确保环境清洁、安全和可靠。
2.Should comply with hotels’ policies, regulations, and service standards.
遵守酒店的规章制度和服务标准。
3. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
积极倾听并积极回应客人的问题、顾虑和要求，使用品牌或财产的具体流程(例如了解、高兴、客人的反应、飞跃、神秘性)来解决问题并建立信任。
4. 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.
预知客人的服务需求，包括向客人提问以更好地了解客人的需求，观察并倾听客人的喜好并在可能的情况下采取行动给与帮助。
5. Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
根据酒店政策和流程，在电脑系统中确认客人的预定 (如Fidelio, PMS, FOSSE, OPERA)，确认客人身份，询问付款方式，分配房间，发放房间钥匙。
6. Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
处理所有的退房手续，包括快速退房，解决任何的延迟退房和有争议的收费，结账，收回房间钥匙，并询问客人对住宿的反馈。