前台接待 Front Office Agent

Job Responsibility:
岗位职责：
1.Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards.
根据凯宾斯基和领先的质量保证(LQA)标准，以友好和关心的方式为客人办理入住和退房手续。
2.Ensure that LQA results are above 85%.
确保LQA结果在85%以上。
3.Upon check in, register guest and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.
入住后，登记客人并分配房间。尽可能满足特殊要求。如有需要，协助客人填写登记卡。运用有启发性的销售技巧来销售房间和推广酒店的其他服务。核实客人的付款方式，并遵循既定的信用检查程序或将现金处理付款转交给收银员。
4.Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
客人离开后，办理客人退房手续。查询最后一分钟的费用。接受客人的付款。结清客人帐并出具发票复印件。
5.Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float.
根据程序处理前厅部收银员的所有事务，如向客人收取费用和兑换外币。在轮班结束时，平衡他们的现金流量表。
6.Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.
以友好和关心的态度回答客人的所有要求和问题，无论是通过电话还是当面，提供/接收信息并采取适当的行动，或将事情交给相关人员处理。它可能包括但不包括发放保险箱，处理信息或处理投诉。
7.Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
通过通知客房部晚退房、早退房和特殊要求来协调房间状态的更新。
8.Keep themselves informed of product and service knowledge as well as the hotel daily and meeting activities.
了解产品和服务知识以及酒店的日常和会议活动。
9.Possess a working knowledge of the room reservation procedures.
熟悉客房预订流程。
10.Maintain the neatness of his/her working area.
保持工作区域的整洁。
Job Requirements:
任职要求：
1.Minimum of one year experience in a customer service position
至少一年的客户服务工作经验
2.Brief knowledge of hotel operations & Computer systems
熟悉酒店运营及电脑系统