前台接待员 Front Desk Agent

Major Responsibility 责任概要：
Serving guests in an efficient, courteous and professional manner by following Marriott Standards of aggressive hospitality while providing the possible and adhering to guidelines and procedures.
依据万豪殷勤待客的服务标准和工作指导在前台向客人提供最高水准的、高效的、礼貌的、专业的服务。
Specific Duties 工作任务：
1. 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。
2. Handle all duties according to hotel policies, procedures, internal rules and LSOP.
处理所有的工作都要依照酒店政策、程序、内部规定及本地执行操作程序。
3. Keep safety by adhering to safety policies, being responsible to report all accidents and unusual occurrence immediately.
认真贯彻酒店安全程序和措施，及时汇报所有的事故及不寻常的情况。
4. Report any unusual occurrence or requests to supervisor/manager immediately
向经理及时汇报任何或要求。
5. Be knowledgeable about all emergencies plans and know how to act upon them.
熟知所有关于紧急事件的处理方案并能够在工作中实践。
6. At all times strive to represent Weifeng & Marriott in the professional manner.
努力以职业的风格去展现伟峰和万豪形象。
7. Be familiar with MARSHA system, Opera system, VAT invoice system and Vingcard System.
熟练的使用MARSHA、Opera系统、发票系统及房卡发放系统。
8. Be knowledgeable about Marriott Bonvoy and frequent flyer programs. Participate and contribute in Marriott Bonvoy program.
熟知万豪积分兑换及其它的常客政策。积极推广万豪旅享家计划。
9. Be familiar with cultural differences and know correct behavior for each culture.
熟悉文化差异并知道每一种文化对应的正确举止。
10. Participate in daily briefing. Be knowledge about daily operation information, property and Marriott’s briefing and polices. Check and update information on bulletin boards.
参加部门例会，了解日常酒店的运作，了解酒店及集团事件及政策，检查并更新电子公告牌信息。
11. Have knowledge about room rates, packages, discounts and promotions.
掌握房价、包价、折扣和促销的所有信息。
12. Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
掌握客房位置、特色、宾客赠品以及酒店提供的所有其它的服务。
13. Perform guest registration and room assignment correctly and efficiently. Meet guests’ special requests.
正确的完成客人的登记、房间分配以及协调客人的特殊要求。
14. 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。
15. Ensure proper charge is posted to guest credit card when check out, provide guest with a zero-balance invoice.
结账时确保收取正确的费用，为客人提供余额为零的账单。
16. Bank out at the end of each shift by following the blind drop procedure strictly.
每班次结束时严格遵守平账及投账程序。
17. Be disciplined at all times. Know how to follow hospitality guidelines.
时刻遵守前台纪律。熟知服务的基本方针。
18. Be familiar with morning shift, afternoon shift 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。
19. 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。
20. Know how to operate safety deposit box.
了解如何使用保险箱。
21. Ensure the cleanliness of lobby, front desk and back-office area at all times.
确保大堂，前台和后台办公室区域的整洁。
22. Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using Marriott LEARN Model.
协助人解决客人的问题。依照万豪LEARN模型解决客人的问题。
23. Take action to participate in hotel incentive program and be familiar with hotel sale strategy.
积极的参与酒店激励计划，熟悉酒店销售策略。
24. 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录客户终端。
25. Be aware of VIPs, repeat guests, long-staying guests and pay special attention to making them a memorable stay.
熟识酒店的贵宾、常住客、长住客并给予特别的关注，以让客人拥有一个难忘的入住经历。
26. Maintain the guest information and ensure proper input in the PSB/PMS system.
保留客人信息并确保正确的输入到PSB/PMS系统。
27. Cash Handling.
现金操作
l Process all payment types such as room charges, cash, Wechat Pay, Ali Pay, debit, or credit.
熟悉所有付款方式，包括：现金，微信，支付宝，借记卡和信用卡。
l Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
熟悉账务的处理：调账，退款，冲减和杂项收费。
l Count bank at beginning and end of shift and secure bank.
确保在班次开始/结束后备用金准确无误。
l Balance and drop receipts according to Finance specifications.
按照财务制度平账并投账。
l Obtain manual authorizations and follow all Finance procedures when PMS system is down.
当PMS系统无法正常运行时根据财务制度手工提取预授权。
28. Each associate is expected to carry out all reasonable requests by management.
完成管理层所给出的所有合理要求。