Front Desk Agent 前台接待

DUTIES AND RESPONSIBILITIES
责任和义务
1. Registers and rooms guest according to instructions in their reservations. In the absence of reservation, offers guests suitable accommodation.
根据客人的预定要求登记并分房。如果客人并未做预定，为他提供适合的住宿。
2. Offers/provides assistance to guests, as needed.
如有需要提供给客人协助。
3. In response to guest queries, gives out information regarding hotel services and facilities, the “extras” offered, factual information regarding events, people, accessible places of interest, historical and cultural points of interests, cultural and entertainment performances.
对客人的询问做出回答，提供有关酒店服务和设施的信息，其他所能提供的信息， 包括事件，人物，娱乐场所，名胜古迹，文化娱乐表演等等。
4. Handles and controls guestroom keys; ensures that a key is available for every room , receives from and issues them to the right guest, initiates requests for replacement of lost keys or for issuance of additional keys as requested by guests, ensures that they are returned by the guests .
upon check-out, and closely co-ordinates with the key custodian regarding inventory of keys.
处理并控制客人房间钥匙，确保每个房间都有钥匙，收取钥匙并将它交给准确的客 人，为钥匙遗失的客人做附加钥匙，确保在客人结账时能归还钥匙，并与钥匙保管员一起保管储备钥匙。
5. Keeps an accurate count of rooms sold, vacant, out of order, etc. and maintains accurate record of all hotel guests.
保持准确的房态，如空房，未清理，等等。并保留准确的酒店客人的纪录。
6. Reconciles Room Status report of Housekeeping with that of the Department, advises Chief Receptionist/Assistant Front Office Manager of any discrepancy.
将本部门房态报告与客房部的做比较，如有任何差异，向前台接待主管/前厅部经 理助理汇报。
7. Blocks rooms for VIPs and groups, pre-registers them and advises superior and Housekeeping Department accordingly.
为贵宾客人和团队定房，预先为他们做登记并根据需要与上级及客房部联系。
8. Accomplishes required reports and maintains records necessary for preparation of statistical data such as:
制作指定的报告并保留需要统计数据的记录，如：
(a) Daily arrivals and departures record每日到店离店客人记录
(b) Room Sales recapitulation卖房资本调整
(c) Rooms breakdown report房间报告
(d) VIP and special attention list, etc.贵宾和特殊注意列表，等等
9. Attends to guests’ complaints, enquiries and requests. Refers major problems to superior.
处理客人投诉，询问和要求。对重要问题汇报上级。
10. Ensures the proper use of all Front Office supplies, forms, equipment.
适当利用所有前台办公资源，报表，设备。
11. Maintains cleanliness of work area.
维护工作区域的清洁。
12. Performs duties common to all non-supervisory personnel and other duties as may be assigned.
其他被指派的任务。
JOB SPECIFICATION
职位条件
1. Preferably college graduate or equivalent in experience
大中专科毕业以上或同等经验
2. Personable and neat
气质良好，头脑灵敏，积极乐观，
3. Verbal facility
口头表达能力良好，乐于沟通
4. General knowledge of overall operations and activities of the Hotel
对酒店总体操作的总体知识了解