前台接待员

Main Functions工作职责
· Handle all duties according to hotel policies, procedures, internal rules and standards.
处理所有的工作都要依照酒店政策，程序，内部规定及标准。
· Be knowledge about daily hotel operations, check daily even sheet, bulletin boards and be up to date with all changes, new procedures and events.
了解日常酒店的运作，检查电子公告牌并更新的所有程序以及宴会信息。
· Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
在每日例会中了解额外的事件，以便快捷的处理所有可能发生的情况。
· Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
掌握房价，包价，折扣和促销的所有信息，并知道如何去处理。
· Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
掌握客人房间，位置，客房礼物，特色以及酒店提供的所有其它的服务。
· Strictly follow all cash handling and banking procedures to check out all customers efficiently.
在为客人提供快捷结账的同时严格遵守财务及银行的各项规定。
· Operate MARSHA and OPERA well and able to use key card system, trouble shoot basic guest key lock issues.
熟练的使用MARSHA和OPERA系统并会使用钥匙系统，以及可以处理的处理客人钥匙的基本问题。
· Perform guest registration and room assignment and accommodate special requests of all customers.
完成客人的登记，房间分配以及协调所有客人的特殊要求。
· Be knowledgeable about Marriott Bonvoy and other frequent traveller programs. Participate and contribute in Marriott Bonvoy sign-up program; ensure accuracy and activation rate meet brand goal.
了解万豪旅享家及其它的常客计划。参与并积极的推广万豪旅享家计划，确保以正确的价格来达到集团目标。
· Know how to follow hospitality guidelines.
知道如何遵循服务的基本方针。
· Answer phone calls according to standard by using proper telephone etiquette and within three rings.
在三声之内按标准接听电话并使用正确的电话礼仪。
· Know how to operate safety deposit box.
了解如何使用保险箱。
· Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning.
· 确保前台和后台办公室区域的整洁。利用剩余时间去清洁。
· Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using Marriott Learn Model.
· 必须帮助所有客人的问题和询问。 确保所有的客人问题的解决都要依照Marriott Learn Model。
· Take action to participate in hotel incentive program. Familiar with hotel sale strategy. Do not violate “Look No Further Best Rate Guarantee”.
积极的参与酒店激励计划。熟悉酒店销售策略。不可以违反“最优惠价格保证”
· Be flexible in regarding to work schedule. Have a solid understanding of hotel operations. Assist fellow associates when necessary to get all jobs done on time.
灵活的安排工作计划。很熟悉的了解酒店的运作。协助同事按时完成所有工作。
· Use OPERA/MARSHA password with discretion; Log off the terminal when leaving the area.
谨慎的使用OPERA/MARSHA的密码；在离开时必须退出登陆客户终端。
· Ensure proper charge is posted to guest credit card when check out; provide guest with a zero balance invoice.
结账时确保在客人的信用卡上收取正确的费用；为客人提供余额为零的账单。
· Bank out at the end of each shift by following the blind drop procedure strictly. The front desk manager/shift supervisor will always verify the shift closing and enter the drop in the system.
每班次结束时严格遵守投账程序平账。前台经理/主管检查班次的账目并输入到系统中。
· Report any unusual occurrence or requests to manager immediately.
向经理及时汇报任何不寻常的情况或要求。
· At all times strive to represent Marriott in the most professional manner.
努力以最职业的风格去表现万豪文化。
· Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the guest needs to ask. Focus your total attention to the customers.
时刻遵守前台纪律并保持警醒及时问候客人，在客人未开口之前为之提供帮助。集中所有的注意力在客人身上。
· Be familiar with AM, PM and overnight daily check list to ensure smooth daily operations.
熟悉早班，中班和夜班的检查表以确保运作的正常。
· Carry out all reasonable requests by management which the associate is capable of performing.
完成领导层所给出的所有的合理要求。
· Be aware of the hotel VIP / repeat guest / long-staying guest / high value guest and pay special attention to make the guest have a memorable stay.
知道酒店的贵宾/回头客/长住客/重要客人并给予特别的关注，以让客人拥有一个难忘的入住经历。
· Maintain the guest information and ensure proper input in the PSB system.
保留客人信息并确保正确的输入到PSB系统。
General Responsibilities基本职责
· Be well groomed and conform to the hotel's dress code and deportment.
良好的仪容仪表，行为、穿着符合酒店的规定。
· Be informed about daily operations and events.
了解每日运作及宴会。
· Know all frequent customers and is familiar with their special requests. Ensure that their needs are met.
了解所有常客及熟悉他们的特殊要求。确保满足他们的要求。
· Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.
熟悉文化差异并知道每一种文化对应的正确举止。同时知道不同的礼节。
· Report any unusual occurrences immediately to the front office manager
向经理及时汇报任何不寻常的情况。
· At all times strive to represent Marriott in the most professional and courteous manner.
随时以最职业最谦恭的方式来表现万豪。
Safety Awareness安全提示
Maintain safety by adhering to safest policies, being responsible to report all accidents immediately.
认真贯彻酒店安全程序和措施，及时汇报所有的事故
Support all safety programs. Proceed with caution when walking on slippery floors.
认真执行所有安全相关的项目。在湿滑的楼道中走动要保持小心
Ensure proper safety instructions are given before operating any equipment.
操作任何设备前确保员工熟知安全操作规范。
Any other duties as may be assigned from supervisor.
完成领导交代的其他工作职责。