前台接待员 Receptionist

DUTIES AND RESPONSIBILITIES职责和义务
1.Note: This position implements a single fixed shift system. Employees must strictly abide by the fixed shift arranged by superiors, arrive at work on time, perform their duties in a standardized manner, and are not allowed to adjust shifts or be absent without permission.
说明：本岗位实行单一班次制，员工需严格遵守上级安排的固定班次，按时到岗、规范履职，不得擅自调班、缺勤。
2.Handle all duties in accordance with the apartment’s policies, procedures, internal regulations and service standards; strictly follow the fixed shift arranged by superiors, and complete shift handover(if any) in accordance with regulations.
严格按照公寓规章制度、操作流程、内部条例及服务标准开展各项工作；严格遵守上级安排的固定班次，按规定完成班次交接（如有）。
3.Be responsible for all front desk daily operations of the apartment, including tenant check-in, check-out, cashiering (rent collection, deposit collection and refund), and respond to and provide information assistance for all tenants and visitors’ inquiries.
负责公寓前台各项日常业务：租客入住办理、退房结算、收银账务（租金收取、押金收付）；解答租客及访客各类咨询并提供信息协助。
4.Attend daily briefing (if arranged by superiors) to learn about temporary arrangements and special matters, so as to properly handle foreseeable daily work situations.
参加上级安排的每日例会（如有），掌握临时工作安排及特殊事宜，从容妥善处理日常各类事务。
5.Fully master the apartment’s rental rates, preferential policies, deposit rules and promotional activities (if any), and be proficient in relevant handling procedures.
熟练掌握公寓租金标准、优惠政策、押金规则及促销活动（如有），精通相关业务办理流程。
6.Have a good command of the apartment’s product knowledge (room type, layout, in-room amenities) and local city information (transportation, surrounding supporting facilities, etc.).
熟知公寓产品知识（房型、布局、室内设施）及本地城市资讯（交通、周边配套等）。
7.Strictly comply with cash handling and settlement procedures, and complete tenant check-out, rent collection and deposit refund efficiently and accurately.
严格遵守现金操作及结算规范，高效准确为租客办理退房、租金收取及押金退还业务。
8.Complete tenant registration and room allocation, verify tenant identity information, and try best to meet tenants’ reasonable special requests.
办理租客入住登记与房间分配，核对租客身份信息，妥善满足租客合理的特殊需求。
9.Answer all incoming calls within three rings with standard telephone etiquette and professional service manner, and timely feedback tenant needs to superiors if necessary.
电话铃响三声内接听，严格遵循标准电话礼仪规范服务，必要时及时将租客需求反馈给上级。
10.Maintain the cleanliness and tidiness of the front desk and the public area near the front desk at all times.
时刻保持前台及前台周边公共区域干净整洁。
11.Confirm the accurate amount of rent, deposit and other fees when tenants check in or check out, properly complete payment deduction, and provide tenants with detailed and clear bills.
租客入住、退房时核对租金、押金等各项费用金额，完成款项收付，向租客提供详细清晰的账单。
12.Settle cashier accounts at the end of each shift, sort out relevant documents and vouchers, and hand them over to the superior in accordance with regulations.
每班结束后完成收银对账，整理相关单据凭证，按规定上交财务。
13.Maintain professional discipline and alert status at all times; greet tenants and visitors proactively, offer initiative assistance before requests, and keep focused on service.
在岗时刻严守纪律、保持精神在岗；主动问候租客及访客、超前提供服务，全程专注服务工作。
14.Be familiar with the daily work checklist of the front desk, complete all daily work items as required, and ensure the smooth operation of the apartment front desk.
熟悉前台日常工作核查清单，按要求完成各项日常工作，保障公寓前台运营有序开展。
15.Identify long-stay tenants, regular tenants and key tenants of the apartment, provide attentive service, and create a comfortable and reassuring living experience for tenants.
识别公寓长住租客、常客及重点租客，给予贴心服务，为租客打造舒适安心的居住体验。
16.Standardize tenant information management, ensure accurate and complete entry of tenant data into the apartment management system and relevant public security registration systems.
规范整理租客资料，准确完整将信息录入公寓管理系统及相关公安登记系统。
17.Follow standard cashiering procedures in daily work, including rent collection, deposit collection and refund, fee correction, miscellaneous charges and currency exchange (if needed).
日常工作严格执行收银操作规范，包含租金收取、押金收付、费用更正、杂项收费及零钱兑换（如需）等业务。
18.Verify tenant identity and information, ensure all data is accurately and timely entered into the relevant public security registration system.
核对租客身份及登记信息，确保资料及时、准确录入相关公安登记系统。
19.Execute all work in compliance with the apartment’s policies and standard procedures; always abide by cash handover and invoice management regulations (if applicable), and obey the work arrangement and deployment of superiors.
严格依照公寓制度及操作标准履职，全程遵守现金交接及发票管理规定（如有），服从上级的各项工作安排与部署。
20.Be familiar with the apartment’s room types, floor layout, in-room amenities and all supporting service items provided by the apartment.
熟知公寓房型、楼层分布、客房设施配置及公寓提供的全部配套服务项目。
21.Be fully familiar with all emergency response procedures of the apartment, including fire alarm response, emergency evacuation plan, and timely report emergency situations to superiors.
熟练掌握公寓各类突发事件应急流程，包含火警预警、紧急疏散预案等，遇突发事件及时向上级汇报。
JOB SPECIFICATION工作要求
1.Graduated from senior high school, technical secondary school or above.
高中/中专及以上毕业。
2. Has experience is preferred.
有工作经验优先考虑。
3. Verbal and written facility.
口头表达和书面表达能力强。
4.Female height ≥ 1.62m; Male height ≥ 1.73m.
女性身高不低于1米62，男性身高不低于1米73。
5. Be fluent in Mandarin language-second language preferred.
普通话流利，精通第二门外语优先。
6. General knowledge of overall operations and activities of the apartment.
对公寓总体操作知识了解。
7. Proficient in using office software such as WPS.
能够流利使用WPS等办公软件。
8.Possess certain pressure resistance and be capable of handling unexpected emergencies at night.
具有一定的抗压能力，能接受处理夜间突发情况。
备注 Remark
This position is based at Jinsha Apartment (Lingang Mansion Branch) affiliated to the hotel.
本岗位工作地点为酒店旗下金沙公寓（临港大厦店）。