Report to Front Desk Supervisor.
向前臺(tái)主管匯報(bào)工作。
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Well versed on all Brand Standard requirements for Front Desk and related areas.
熟知前臺(tái)及相關(guān)部門的品牌標(biāo)準(zhǔn)要求。
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Be initiative to engage with the guest, build strong relationship with guest, respond to guests’ needs in time and resolve related problems.
主動(dòng)的和客人情感交流，并與客人建立良好的關(guān)系，及時(shí)為客人的需求做出反應(yīng)并解決相關(guān)問題。
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Ensure to achieve monthly Marriott Rewards enrolment goal provided by Assistant Front Office Manager and maintain activation rate above 18%, also ensure achieve room upselling target provided by Assistant Front Office Manager.
確保完成由助理前廳經(jīng)理訂立的月度萬豪禮賞會(huì)員注冊目標(biāo)，保持18%的活躍率，同時(shí)完成由助理前廳經(jīng)理訂立的房間升級促銷目標(biāo)。
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Handle guests’ complaint, make correct and quick decision to ensure fully guest satisfaction whilst protecting the hotel property and revenue.
處理客人投訴，認(rèn)真分析投訴并又快又準(zhǔn)地做出答復(fù)，使客人滿意從而能夠保護(hù)酒店的財(cái)產(chǎn)和利益。
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Serving guests at Front Desk while providing the highest level of service in an efficient, courteous and professional manner by following Marriott Standards of aggressive hospitality and adhering?to guidelines and procedures.
依據(jù)萬豪殷勤待客的服務(wù)標(biāo)準(zhǔn)和工作指導(dǎo)在前臺(tái)向客人提供最高水準(zhǔn)的、高效的、禮貌的、專業(yè)的服務(wù)。
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?Specific Duties 具體職責(zé)
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Handle all duties according to hotel policies, procedures, internal rules and standards.
處理所有的工作都要依照酒店政策、程序、內(nèi)部規(guī)定及標(biāo)準(zhǔn)。
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Responsible?for all activities relevant to?Front Desk such as check in/out, cashiering, foreign exchange. Provide information to any guests or visitor’s inquires.
負(fù)責(zé)前臺(tái)的相關(guān)工作，如入住\退房、收銀、外幣兌換。為客人或來訪者提供信息及協(xié)助。
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Get a daily briefing about extra events to effectively deal with all foreseen situations on a daily basis.
在每日例會(huì)中了解額外的事件，以便快捷的處理所有可能發(fā)生的情況。
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Have knowledge about room rates, packages, discounts and promotions and know how to handle about that.
掌握房價(jià)、包價(jià)、折扣和促銷的所有信息，并知道如何去處理。
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Be well know of hotel products knowledge.
了解酒店產(chǎn)品知識(shí)。
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Strictly follow all cash handling and banking procedures to check out all customers efficiently.
在為客人提供快捷結(jié)賬的同時(shí)嚴(yán)格遵守財(cái)務(wù)及銀行的各項(xiàng)規(guī)定。
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Operate MARSHA and OPERA well and able to use key card system.
熟練的使用MARSHA和OPERA?以及鑰匙系統(tǒng)。
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Perform guest registration and room assignment, fulfil special requests of all customers. ??
執(zhí)行客人的入住登記、房間分配，滿足所有客人的特殊要求。
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Be knowledgeable about Frequent Traveller Programs. Participate and contribute sign-up program,?ensure accuracy and activation rate meet brand goal.
了解其它的?？陀?jì)劃。參與并積極的推廣計(jì)劃，確保正確率和活動(dòng)率達(dá)到集團(tuán)目標(biāo)。
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Know how to follow hospitality guidelines. ?
知道如何遵循服務(wù)的基本方針。???????
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Answer phone calls according to standard by using proper telephone etiquette and within three rings.
在三聲之內(nèi)按標(biāo)準(zhǔn)接聽電話并使用正確的電話禮儀。
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Know how to operate safety deposit box.
知道如何使用保險(xiǎn)箱。
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Ensure the cleanliness of the front desk and heart of the house area at all times, utilize spare time for cleaning.
確保前臺(tái)和后臺(tái)辦公室區(qū)域的整潔，利用空余時(shí)間去清潔。
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Assist all guests in problems and questions as required, ensure that all guest problems are resolved by using Marriott L.E.A.R.N model. ?
必須幫助解決所有客人的問題和詢問，確保解決所有客人問題都要依照萬豪?L.E.A.R.N模式。
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Take action to participate in hotel incentive program, familiar with hotel sale strategy, do not violate “Look No Further Best Rate Guarantee”.
積極的參與酒店激勵(lì)計(jì)劃，熟悉酒店銷售策略，不可以違反“最優(yōu)惠價(jià)格保證”。
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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. ????????
靈活的安排工作計(jì)劃，很熟悉的了解酒店的運(yùn)作，協(xié)助同事按時(shí)完成所有工作。
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Use OPERA/MARSHA password with discretion, log off the terminal when leaving the area.
謹(jǐn)慎的使用OPERA/MARSHA的密碼，在離開時(shí)必須退出登陸客戶終端。
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Ensure proper charge is posted to guest credit card when check out,?provide guest with a zero balance invoice.
結(jié)賬時(shí)確保在客人的信用卡上收取正確的費(fèi)用，為客人提供余額為零的賬單。
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Close cashier at the end of each shift by following the blind drop procedure strictly.
每班次結(jié)束時(shí)嚴(yán)格遵守投賬程序平賬。
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Be disciplined at all times, stand alert at the Front Desk, greet guests immediately and offer assistance before guest asking, focus your attention to the customers.
時(shí)刻遵守前臺(tái)紀(jì)律并保持警醒及時(shí)問候客人，在客人未開口之前為之提供幫助，集中所有的注意力在客人身上。
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Be familiar with morning, afternoon and overnight daily check list to ensure smooth daily operations.
熟悉早班，中班和夜班的檢查表以確保運(yùn)作的正常。
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Be aware of the hotel VIP / repeat guest / long-stay guest / high value guest and pay special attention to make the guest have a memorable stay.
知道酒店的貴賓/回頭客/長住客/重要客人并給予特別的關(guān)注，以讓客人擁有一個(gè)難忘的入住經(jīng)歷。
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Maintain the guest information and ensure proper input in the PSB system.
保留客人信息并確保正確的輸入到PSB系統(tǒng)。
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Make sure will be proper record in the system after issued Fapiao to guest.
確保發(fā)票開具給客人后正確地記錄在系統(tǒng)中。
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Be responsible for every check out guest, ensure each transaction has proper posted to guest account.
對每位退房客人負(fù)責(zé)，確保正確將每一筆消費(fèi)輸入到客人房帳。
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Adhere to all cashiering procedures?in?daily work, including paid out?/?correction?/?rebate?/?advance deposit/miscellaneous charge/cash not refund/money change.
在日常工作中依據(jù)所有收銀員程序，包括支付、修正、扣減、預(yù)付押金、雜項(xiàng)收費(fèi)、押金未退以及
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