前台领班Front Desk Captain

1. ATo greet guests on arrival at the hotel and conductcheck-in and registration procedures.
欢迎客人来到酒店，为客人办理入住手续.
2. To check villas prior to guests check-in to ensurethey are clean, properly equipped and in a high standard of maintenance.
在客人办理入住手续之前，要为客人核实房间是否打扫好，同时要确保房间的设施等是否符合酒店高标准.
3. To handle guest complaints, inquiries, and comments,log them and initiate appropriate action and follow up.
解决客人的投诉，回答客人的问题，满足客人的需要，并详细记录下来。对于不能满足的问题，要及时跟进.
4. To maintain an up to date files and information ontours, sightseeing and points of general interest and make the necessarybookings when requested.
给客人提供最新的旅游信息，各旅游景点的资讯，必要时客人预定行程。
5. To handle inquiries by providing appropriateinformation.
通过提供适当的信息解决客人询问.
6. To conduct inspections of the public areas of themain lobby ensuring a high standard of cleanliness and maintenance andinitiating appropriate action where necessary.
维护公共区域整洁，主要是确保大堂的干净整洁。
To ensure that guests expectations are met orexceeded by providing an efficient, friendly and attentive service.
7. To update teleguides in the hotel computer system(Opera).
及时更新电话信息，并将信息输入OPERA系统。
8. To assist Telephone Operator to handle the hotel wake up systems.
协助总机准确地完成叫早服务.
9. To take and forward messages accurately and in atimely manner.
准确、及时礼貌地记录并转达信息.
10. Administers the hotel’s billing system for telephonecharges.
管理酒店电话收费系统.
11. Handles customer complaints if possible, or reportsthem to supervisors.
尽可能处理客人投诉，或及时向主管汇报.
12. Ensure the Supervisor is informed of any malfunctionof equipment in the Operator room.
确保将所有总机设备故障的信息告知主管。
13. To upsell all hotel, spa and gallery facilities.
向客人推荐，销售酒店更好的房间，水疗和精品阁的商品。
14. To entertain guests as and when appropriate.
热情地接待客人。
15. To ensure that guest check out arrangements are inorder, abide to the cashiering policies & standards, andto bid the guests farewell.
确保用酒店的标准程序为客人办理退房手续并欢送客人。