前台接待 Guest Service Agent

职位描述 Job description
1.为预到的客人热情、友好、高效的办理入住，合理分配房间并完成所有入住手续，需要关注有特殊房间要求的客人。
Provide warm, friendly and efficient check-in for arriving guests, completing all hotel check-in procedures, with appropriate room allocation, paying special attention to any special room requests from guests.
2.负责所有的VIP客人接待，包括：房间分配、房间检查、备品准备、房卡制作、入住办理和送客人到房间。
Attend to all VIP guests which include room assignment, room check, amenities requisition, room key issuing, registration and escorting guest to the room.
3.在必要的时候引导客人参观酒店。
Hotel Tour for all the Patrons of the hotel if necessary.
4.准确执行所有收银操作程序，如：入账，调帐，减免，外币兑换，退款等，相关文件需合理并得到授权经理的签字。Execute all cashiering procedures with accuracy and support all postings, corrections, rebates, currency exchange, paid outs, etc. with proper documentation and authorized signatures of managers.
5.每个班次平账准确，确保每笔抛帐正确并有支持的账单，完成的账单需有相关授权签字，每一笔帐单都应该投帐，以备夜审检查。
Perform accurate shift audit balance to ensure all postings have been balanced and all backup document and completed forms with authorising signatures are attached and submitted for night auditor’s night balance and check.
6.办理团队入住和退房手续，确保所有团队帐目清晰，相关的团队单据交给相关部门用于信息传递和跟进。
Prepare and performs group check-in and check-out accordingly to ensure all group billing arrangements are in order and that group instruction forms are distributed to departments concerned for information and follow-up.
7.更新电脑系统中的客人信息，每日跟进并上传至公安局证件扫描系统，确保所有上传信息齐全并做好记录。
Update guest information in the hotel computer system and daily follow-up to input guest information into the local Public Security Bureau computer system, ensuring all required information are obtained and recorded for the local authorities.
8.做好夜班工作，包括检查入住登记单，整理接待台卫生和补充文具等。
Perform night shift duties which include ‘R-card bin check’, clean up the counter and supplement stationery, etc.
9.处理前台客人叫醒预订，交予服务中心跟进，确保记录的准确性，并将预订记录在系统中。
Handle morning call bookings and ensure follow-up is done with Service Center to book the request at the correct time, recording details in the computer system.
10.执行分派的任何合理任务和额外职责。
Carries out any other reasonable duties and responsibilities as assigned.
任职要求 Qualifications
1.至少三年大专。
Minimum 3 years’ college education.
2.酒店前厅部经验（非必须）
Hotel Front Office experience (Preferred but not required)
3.良好的英文口语和写作能力，良好的服务意识和沟通能力，良好的电脑技能，能在压力下工作并适应倒班工作。
Good oral and written English proficiency, good service manner, able to communicate with all levels, good in computers, able to work under pressure and adapt to work in shifts.