Front Desk Agent 前台接待员

Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous and professional manner by following Marriott standards of aggressive hospitality and adhering to guidelines and procedures.
以高效、礼貌和专业的方式为客人提供最高水平的服务，遵循万豪酒店的热情好客标准，并遵守指导方针和程序。
SPECIFIC DUTIES 工作任务 :
1. Report to work on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform with standard.
按时上班，穿着得体、干净的制服，包括名牌。个人的外表和打扮必须符合标准。
2. Handle all duties according to hotel policies, procedures, internal rules and standards; comply with cash handling procedures at all times.
根据酒店的政策、程序、内部规则和标准来处理所有的职责，在任何时候都要遵守现金处理程序。
3. Be knowledgeable about daily hotel operations, check daily event sheet, logbook, bulletin boards and be up to date with all changes, new procedures and events.
了解日常酒店的运作，检查每日的活动记录，日志，公告板，并与所有的变化，新程序和事件保持最新的关系。
4. Be knowledgeable about guest rooms, room rates / packages / discounts, promotions, hotel locations, amenities, features and all other services offered by the hotel.
对客房、客房价格/包/折扣、促销、酒店位置、设施、特色以及酒店提供的所有其他服务有一定的了解。
5. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key, escort guest to guest elevator.
通过确认预订、分配房间、发出和激活房间钥匙、护送客人到客人电梯，处理所有客人的入住手续。
6. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges.
处理所有的支付类型，如房间费用，现金，支票，借记，或信用。处理所有的检查，包括解决任何迟来的和有争议的指控。
7. Answer, record, and process all guest calls, messages, requests, questions, or concerns.
回答、记录和处理所有的客户电话、信息、请求、问题或担忧。
8. Cash currency exchange.
兑换外币
9. Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.
在班次开始或者结束前核对钱柜金额，根据会计规范，平衡和减少收据。
10. Operate MARSHA and PMS, take same day reservations and be able to make reservation in MARSHA, understand SGI/pre-arrival program.
操作MARSHA和PMS，能在MARSHA预订，了解SGI/预到达程序。
11. Perform guest registration and room assignment and accommodate special requests of all customers.
执行客人登记和房间分配，并满足所有客户的特殊要求。
12. Be knowledgeable about Marriott Bonvoy and other frequent traveller programs.
了解万豪旅享家和其他常旅客项目。
13. Know how to follow all hospitality guidelines.
知道如何遵守所有的酒店指导方针。
14. Answer the phones according to the standards of telephone etiquette.
根据电话礼仪的标准接听电话。
15. Handle mail and messages properly and on a confidential basis.
正确处理邮件和信息，并在保密的基础上处理。
16. Know how to handle safe deposit boxes.
知道如何处理保险箱。
17. Be able to handle PSB system according to the requirement from PSB.
根据外管条例的要求，能够处理PSB系统。
18. Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning. Keep computer equipment clean at all times.
确保前台和后台办公区域的清洁。利用空闲时间进行清洁。随时保持电脑设备的清洁。
19. Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the “LEARN” procedures.
根据需要协助所有客人解决问题和问题。确保所有的客人问题都通过使用“LEARN”的程序来解决。
20. Assist fellow associates in their jobs to ensure that all jobs are done on time.
协助同事的工作，确保所有的工作都按时完成。
21. Have knowledge about all emergency procedures and know how to act to them.
了解所有的紧急程序，并知道如何对他们采取行动。
22. Use your PMS/Vingcard password with discretion; log off the terminal when leaving the area.
使用您的pms/vingcard密码谨慎;离开该区域时，从终端上注销。
23. Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
了解城市、当地的区域和景点，为客人提供所有需要的信息。
24. Ensure proper credit when checking out guests，inquiry guests’ experience and provide the guests with a zero balance invoice.
正确帮客人结账退房并询问其入住体验，为客人提供发票。
25. Bank out at the end of the shift by following the blind drop procedures strictly.
在轮班结束后，严格按照程序核对账目。
26. When leaving the front desk area, it is mandatory for the cashier to lock his/her float so the cash is secured.
当离开前台区域时，收银员必须锁住他/她的柜子，以便确保现金的安全。
27. At all times strive to represent Marriott in the most professional manner.
在任何时候都要努力以最专业的方式来代表万豪。
28. Be disciplined at all times, greet guests immediately and offer assistance before the guest needs to ask.
在任何时候都要遵守纪律，在客人需要询问之前，立即向客人打招呼并提供帮助。
29. Be highly familiar with all emergency procedures, bomb threat, fire alarm, death and evacuation plans.
对所有的紧急程序、炸弹威胁、火警、死亡和疏散计划都非常熟悉。