前台接待 Reception Host

1. Communicate in a friendly, tactful and professional manner with guests, suppliers as well as colleagues.
以机智、友好及专业的态度与宾客及供应商、同事进行交流
2. Provide information regarding the hotel’s facilities & services.
向宾客提供酒店设施和服务信息
3. Be informed and keep your supervisor informed of all matters that may affect your work, the hotel’s service or reputation.
当遇到可能会影响到自己工作或酒店服务以及声誉的事件时，请及时通知主管
4. Always present a clean and tidy appearance in accordance with the hotel’s grooming standards.
根据酒店仪容仪表标准规范着装
5. Be flexible and open to change in your job responsibilities, work area and/or roster to meet business needs.
始终保持开放容纳的态度去迎接因工作需求带来的工作区域或排班的改变
6. Be understanding, supportive, encouraging and helpful to guests as well as suppliers and your colleagues.
理解并支持、鼓励帮助我们的宾客，供应商和同事
7. Care about your environment and make sure it is tidy and well maintained.
注意保持工作环境的整洁
8. Be reliable and ensure you are at work on time.
确保按时到岗工作
9. Know your role in case of emergency such as bomb threat, flood, fire etc.
了解本岗位在紧急情况发生时的职责，如：炸弹威胁、洪水、火灾等
10. Understand the Employee Handbook and comply with the standards it outlines.
熟读并完全了解员工手册内容并按照其所列标准行事
11. Carry out all professionally reasonable instruction given by your supervisor.
执行主管下达的合理专业的指令
12. Report all incidents, accidents and guest complaints in briefings
在例会上报告所有事件、事故以及宾客投诉
Technical Expertise
专业技能
1. Knowledge of all hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments and location. All room rates, special packages and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled daily group activities.
对酒店设施和服务进行充分的了解，如：各场所营业时间，房型，房号，布局，装饰，设备及方位。所有房型房价，特殊包价，促销活动。每日房数，预抵和预离房数，预期离店数、任意一天的可卖房情况、团队的每日活动安排
2. Maintain complete knowledge and comply with all hotel and department policies and procedures.
了解并遵循酒店及部门的各项规章制度
3. Meet with supervisor to review daily assignments and priorities.
跟主管一起回顾每日工作安排及重要事情
4. Meet with departing Host to review business status and follow up items
跟要下班的同事一起交接当天的营业状况并跟进相关事宜
5. Access all function of computer system according to established procedures and standards.
依照已有的标准流程使用操作电脑系统
6. Set up workstation with necessary supplies; maintain cleanliness throughout shift.
准备好工作区域所需的物品，自始至终维持好区域卫生
7. Department telephone within three rings, using correct greeting and telephone etiquette
部门电话时需在三声之内接起，使用正确的问候语及电话礼仪
8. Promote positive guest relations to all individuals approaching the Front Desk
与所有前往前台的宾客建立积极的关系
9. Accommodate all requests for information in a congenial manner.
礼貌的为他人提供所需要的信息
10. Legibly document pertinent information in the logbook.
记载相关信息到交班本上