Front Desk Agent 前台接待

Job Summary – (Role Summary) 
工作概述﹣(职位概述)
Responsible for rooming guests, handling guest room keys, accurate inventory of guestrooms, accomplishing and maintaining required reports and records.
负责为客人分房，处理客人房间钥匙，计算客人房间存量，制作并保存所要求的报告和记录。
Essential Duties and Responsibilities – (Key Activities of the role)
主要职责﹣(职务的主要工作)
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。
Offers/provides assistance to guests, as needed.
如有需要提供给客人协助。
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。
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 guest upon check-out,.
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。
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。
Reconciles Room Status report of Housekeeping with that of the Department, advises Front Desk Supervisor /Guest Service 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/宾客关系经理汇报。
Blocks rooms for VIPs and groups, in advance 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。
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：
•Daily arrivals and departures record
每日到店离店客人记录
•Room Sales recapitulation
卖房资本调整
•Rooms breakdown report
房间报告
•VIP and special attention list, etc.
贵宾和特殊注意列表，等等
Attends to guests’ complaints,ask 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。
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。
Maintains cleanliness of work area.
维护工作区域的清洁。
Performs duties common to all non-supervisory personnel and other duties as may be assigned.
执行所有非主管人员共同的职责和其他可能分配的职责
Ensures correctness of information in guest folio, i.e. bills, room rates etc; initials them.
保证客人编码，电子账单，房价等信息的准确性。
Ensures that guest needs, inquiries, complaints are properly handled and accommodated.
确保客人的需求，询问，投诉适当处理和调解。
Checks list of arrivals for the day, takes note of VIPs and other special instructions and requests and implements them.
监察每天的到达客人名单，记录下贵宾客人和其他特别指示或要求并根据要求完成
Co-ordinates closely with Housekeeping in keeping-up with the status of the guest rooms; maintains proper functioning of room status systems.
与客房部密切合作留意客人的房态，适当操作房态系统。
Reconciles room status report of Housekeeping with that of Front Office, advises Guest Service Manager of any discrepancy.
将客房部的房态报告与前厅部的比较，一旦有任何差异通知宾客关系经理。
Advises Housekeeping, Room Service, Telephone and other affected departments through proper form or by telephone of all check-ins and checks-outs, cash basis and advance payment registrations, rate and so on.
以适当方式或通过电话通知客房部，客房服务部，电话和其他有关部门所有客人登记入住和结账的情况，付现金和预付金登记，房价，等等。
Performs other related duties and special projects as assigned by superiors.
完成其它上级领导布置的工作。
2. REQUIRED QUALIFICATIONS
资格
Required Skills –
技能要求
Personable and neat
气质良好，头脑灵敏
Female, at least 160 cm in height
女性身高不低于160cm
Male, at least 165 cm in height
男性身高不低于165cm
Verbal facility
口头表达能力良好
General knowledge of overall operations and activities of the Hotel
对酒店总体操作的总体知识了解
Qualifications 
学历
At least 3ird year college education
至少3年大学专科教育