前台接待员

MAJOR FUNCTION & RESPONSIBILITIES:
主要职能：
 
The Front Desk Agent provides excellent guest service in the most courteous and efficient manner to maximize room sales including handling all check in/out procedures and other front desk assigned duties. Adhere to Marriott standards of aggressive hospitality including any guidelines and procedures.
前台接待要以最礼仪及有效的方式来提供最绰越的服务，包括入住，退房，及前台相关的其他职责。并且遵守万豪的殷勤好客的指导方针及程序。
 
SPECIFIC DUTIES:
具体职能：
1.      Report to work on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform to the Marriott standard. Carry the Basic card during work hours and know the Basic of the Day.
准时上班，穿戴整齐，包括铭牌，及个人的仪容仪表都需符合万豪行为标准，携带员工卡及清楚了解每天的基本工作需求。
2.      Handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times.
遵守酒店政策，程序，及内部规程和标准，符合现金处理程序。
3.      Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events.
充分了解酒店操作程序，日常事件，布告栏和所有的新的变化和程序。
4.      Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
分享关于不同事件的简会来帮助处理每天能预见的情况。
5.      Have knowledge about room rates, packages, discounts and promotions and understand how to sell different rates to potential guests.
充分了解房价，折扣及促销，理解销售不同的价格给潜在的客户。
6.      Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
充分了解客房的位置，设施及特征，和酒店提供的所有其他服务。
7.      Check in all guests according to the 1st Ten Program.
根据十步骤为客人办理入住。
8.      Follow all cash handling and banking procedures to check out all customers efficiently.
根据现金及银行卡相关规定为客人提供有效的退房手续。
9.      Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.
每个员工都要完成管理层所期望的合理的工作职责。
10.   Operate MARSHA and Opera systems including able to take same day reservations and know how to enter a reservation in MARSHA.
知道如何运用Marsha & Opera系统， 并在Marsha系统内完成同天的预定。
11.   Perform guest registration and room assignment and accommodate special requests of all guests.
为客人完成登记，客房分配和所有其他特别的要求。
12.   Be knowledgeable about Marriott Rewards and other frequent traveller programs. Responsible to scout for new Marriott Rewards members on daily basis.
熟知万豪的奖赏及里程计划，并为更多的客人推荐及介绍此计划。
13.   Understand all hospitality guidelines and abide by its policies and procedures.
熟知所有殷勤待客的指导方针并遵守所有酒店规定。
14.   Answer the phones according to the standards of proper etiquette and as fast as possible (within 3 rings).
以最快速度并很有礼仪的接听客人的电话。（3声以内）
15.   Handle mail and messages properly and on a confidential basis.
不泄露客人隐私的情况下，合理的处理客人的电邮及留言。
16.   Know how to handle the procedures of opening/closing of safe deposit boxes.
熟知前台保险箱的开和关的所有程序。
17.   Ensure the front desk and back office areas are clean at all times. Utilize spare time to upkeep and tidy the work area. Keep computer equipment clean and free from dust at all times.
确保前台工作区域和工作设备的干净和整洁。
18.   Assist all guests with their problems and questions. Ensure that all guests’ problems are resolved by using the “L.E.A.R.N.” process.
确保所有客人的问题都被解答，所有难题都以LEARN模式解决。
19.   Assist fellow associates in their jobs to ensure that all jobs are done on time or by end of each shift.
帮助新的员工以确保所有工作都按时完成。
20.   Have knowledge about all emergency procedures and know how to act to them as and when necessary.
熟知所有应急操作步骤，并熟知操作手法在有需要的时候。
21.   Use your computer systems password with discretion; log off the terminal when leaving the work area.
谨慎的使用自己的用户名及密码，并在离开时关闭电脑。
22.   Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
熟知所在城市的著名景点并能提供客人所需要的相关信息。
23.   Ensure proper credit when checking out guests and provide the guests with a zero balance invoice.
在退房时，确保提供客人正确的账单。
24.   Handle late charge according to the procedure.
根据酒店规章制度处理延迟收款。
25.   Bank out at the end of the shift by following the blind drop procedures strictly. The front desk manager will always verify the shift closing and enter the drop in the system.
严格遵守酒店关帐程序，酒店前厅经理会予以监督。
26.   When leaving the front desk area, it is mandatory for the cashier to lock his/her cash drawer.
每个前厅员工必须锁上各自的抽屉在需要离开的时候。
27.   At all times strive to represent Marriott in the most professional manner.
无论何时都要展现出万豪员工的职业素质。
28.   Be disciplined and alert at all times while at the front desk. Be proactive and greet guests immediately and act before being asked. Focus on guests needs when attending to them.
在前台的任何员工需要遵守相关纪律准则， 要积极对待客人任何的提问。
29.   Perform all three shifts (AM, PM, Night), and complete the shift checklist to ensure smooth running of daily front desk operations.
为了确保前台正常的日常营运，前台员工需要完成各自班头（早中晚）的自查清单。
30.   Ability to deal with the public in a professional and courteous manner.
以专业的及有礼貌的方式应对所有客人。
31.   Ability to communicate with all managers and supervisors and fellow associates.
能于酒店经理，主管及新人有效的沟通。
32.   Have sound knowledge of English and local language.
掌握中英文会话的能力。
33.   Ability to handle conflict situation in professional manner.
能专业的处理突发冲突的能力。
34.   Be highly familiar with all emergency procedures, bomb threat, fire alarm, death and evacuation plans.
熟悉应急方案，炸弹威胁，火警，死亡及疏散计划。
35.   Empowered to serve our guests by using the compensation guidelines.
能使用合理的补偿指针来更好的服务客人。
36.   Any other duties as may be assigned from time to time by management.
酒店管理层可能会增加任何其他的职责。
37.   Strictly follow with the FD cashier LSOP, to avoid any mistakes.
严格遵守酒店前台的收银政策。