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【崗位職責(zé)】 1、負(fù)責(zé)酒店前臺(tái)的日常接待工作，包括為客人辦理入住、退房手續(xù)，處理預(yù)訂及變更需求； 2、解答客人咨詢，提供酒店服務(wù)、設(shè)施及周邊信息的介紹，確?？腿双@得優(yōu)質(zhì)服務(wù)體驗(yàn)； 3、處理客人投訴及突發(fā)問題，及時(shí)協(xié)調(diào)相關(guān)部門解決，維護(hù)酒店形象； 4、管理前臺(tái)現(xiàn)金及賬務(wù)，確保賬目清晰、準(zhǔn)確，完成每日交接工作； 5、協(xié)助維護(hù)客房狀態(tài)信息，與客房部、銷售部等部門保持高效溝通； 6、遵守酒店安全及服務(wù)標(biāo)準(zhǔn)，執(zhí)行前臺(tái)操作流程及相關(guān)制度。 【崗位要求】 1、具備良好的服務(wù)意識(shí)與溝通能力，能夠靈活應(yīng)對各類客戶需求； 2、形象端正，舉止得體，普通話流利，具備基礎(chǔ)英語交流能力優(yōu)先； 3、工作細(xì)致耐心，具備團(tuán)隊(duì)協(xié)作精神及抗壓能力； 4、能適應(yīng)倒班工作制（含夜班），無相關(guān)經(jīng)驗(yàn)者可接受系統(tǒng)培訓(xùn)； 5、熟練使用辦公軟件及前臺(tái)操作系統(tǒng)者優(yōu)先。

1.在抵達(dá)時(shí)歡迎客人，確保他們在入住期間得到賓至如歸的服務(wù)。 Be responsible for greeting guests on arrival and making them feel welcome and comfortable during their stay. 2.始終將重點(diǎn)聚焦在對客服務(wù)展現(xiàn)關(guān)愛和積極的服務(wù)態(tài)度；用心聆聽并了解他們的需求 – 盡可能了解他們以及他們的喜好。 The priority at all times is to engage with guests in a caring and positive manner, using active listening skills to understand the needs and wants of guests – wherever possible, getting to know them and their preferences on a personal level. ? 3.做為客人入住期間的主要聯(lián)絡(luò)人員, 并提供創(chuàng)新的問題解決方法。 Should be the key contact person and resource for guests throughout their stay and should demonstrate creative problem solving. 4.確保完美的離店體驗(yàn), 令客人感到賓至如歸并期待盡快再次入住 Should also play the important role of ensuring that departure motivates guests to come back to the hotel at the earliest opportunity. 5.確保所有員工遵循品牌承諾并始終提供優(yōu)異的對客服務(wù)。 Ensures that all Front Office Associates deliver the brand promise and provide exceptional guest service at all times. 6.確保前廳部員工適時(shí)的為其他部門員工提供同樣優(yōu)質(zhì)的服務(wù)。 Ensures Front Office Associates provide excellent service to internal customers as appropriate. 7.協(xié)助問候并向貴賓和長住客人提供入住登記服務(wù)。 Assists in greeting and checking-in VIP and Long Stay guests. 8.確保所有禮賓部員工和行李員知悉促銷信息，規(guī)章制度及其他重要信息。 Ensures that all Front Office Associates are aware of current promotions, policies and other important information. 10.協(xié)助推行客人認(rèn)知計(jì)劃并更新客史數(shù)據(jù)。 Assist to implement consistent guest recognition programmes and maintains a relevant guest history database. 11.禮貌而高效地處理所有客人和內(nèi)部的投訴和詢問，確保問題得到圓滿解決。 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. 12.經(jīng)常性的親自確認(rèn)客人在入住和離店過程中得到盡善盡美的服務(wù)。 Personally and frequently verify that guests are receiving the best possible service during check-in and check-out. 13.在前廳辦公室投入一定的時(shí)間, 確保有條不紊的運(yùn)作并且實(shí)現(xiàn)酒店品牌的承諾。 Spends time in Front Office areas to ensure that the area is managed well by the respective team and deliver the brand promise. 14.保持與顧客和同事之間良好的合作關(guān)系。 Maintains positive guest and colleague interactions with good working relationships. 15.確?？腿诵畔⒌臍v史記錄得到精確的維護(hù)，并提前對回頭客進(jìn)行入住登記。 Ensures that guest history records are accurately maintained and all repeat guests are pre-registered. 16.與相關(guān)部門協(xié)作，協(xié)調(diào)貴賓在店內(nèi)的各項(xiàng)活動(dòng)。 Co-ordinates VIP movements with relevant Departments as advised.