At Hotel Indigo? we deliver inspired service. In all we do, we are vibrant, curious and original.?
Be vibrant by carrying ourselves in a way that says to our guests we are energetic, motivated, confident. Be curious by being aware of our hotel and neighborhood and going out of our way to help guests learn and discover what's going on. Be original by building connections with our guests and being imaginative to create memorable experiences.
在英迪格酒店?，我們?yōu)橘e客提供富于靈感的熱情服務(wù)。我們朝氣蓬勃、求新求知、新穎獨(dú)特。我們朝氣蓬勃地對待工作，以精力充沛、積極進(jìn)取、自信樂觀的態(tài)度面對賓客。我們求新求知，充分了解我們的酒店和周邊鄰里，盡己所能幫助賓客了解和發(fā)現(xiàn)本地的新鮮事。
我們新穎獨(dú)特，與賓客建立聯(lián)系，并充分發(fā)揮想象力，創(chuàng)造令賓客難忘的回憶。
Responsible for all activities relevant to the front desk such as reception, check in/out, rooming of all hotel guests, foreign exchange, reservations, switchboard, business center and assisting with inquiries
負(fù)責(zé)管理所有前廳單位的運(yùn)營效率和服務(wù)工作。根據(jù)設(shè)定的說明和標(biāo)準(zhǔn)提供及時和專業(yè)的入住和退房服務(wù)。
Duties and Responsibilities
工作職責(zé)
Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every ?opportunity?
隨時以友好的態(tài)度與客人打招呼，為客人提供幫助，盡量用客人名字稱呼客人。? Registers and rooms all arrivals according to established procedures按照酒店的程序，為所有到達(dá)客人登記及安排房間。Maintains intimate knowledge of departmental standards and procedures 詳細(xì)了解部門標(biāo)準(zhǔn)及程序。Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation為客人登記、結(jié)賬及更換房間，按照預(yù)定部要求，確保把所有數(shù)據(jù)完整輸入酒店電腦系統(tǒng)。Maintains cashier float and ensures accurate daily report of all money received維持現(xiàn)金流動，確保收到現(xiàn)金的準(zhǔn)確性。Cashes hotel guest’s personal and travelers checks and assists with currency exchange為酒店客人兌換個人或旅游支票，協(xié)助客人兌換現(xiàn)金。Responsible and attends to guest’s request of using the service of safety box at all times通過保險箱服務(wù)，滿足客人要求。Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.了解酒店所有的促銷政策，如季節(jié)性的打包，宣傳單上的促銷內(nèi)容，以及洲際酒店集團(tuán)的促銷政策。Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she unable to assist處理客人投訴，回答客人提出的疑問，在不能解決時，上報給前臺主管或大堂副理。Be familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels熟悉其他的洲際酒店及其地址，以至客人在登記卡上指出下一個目的地時，能為客人推銷另外的洲際酒店。Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service盡量讓住店客人對你所提供的服務(wù)滿意，在客人離開時，為客人留下良好的酒店印象。Performs the audit balances and prepares all works for audit in an orderly fashion完成審記報告，為審記做準(zhǔn)備。Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems了解預(yù)定程序標(biāo)準(zhǔn)，其中包括：正確使用表格，怎樣讀電報、電子郵件、信息，怎樣通過預(yù)定系統(tǒng)了解可供房間資源。Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand 按照洲際品牌標(biāo)準(zhǔn)，維持良好的個人儀態(tài)、儀表。Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times保持前臺工作區(qū)域的干凈，及正常工作秩序。To handle the rebate, paid out /the account transferring.處理折扣，付款及賬目轉(zhuǎn)移。Base on Check list of each shift to complete task根據(jù)每日工作任務(wù)檢查表來更好的完成工作Assist guests with all inquiries, both hotel and non-hotel related 回答客人有關(guān)酒店及非酒店的質(zhì)疑。Conduct effective shift briefings to ensure hotel activities and operational requirements are known 有效制作值班簡報，確保員工知曉酒店活動及操作要求。Maintain detailed knowledge of the activities of the day and alert to any potential problems詳細(xì)了解酒店日常活動，警惕潛在問題。Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events詳細(xì)了解酒店附近的各個地方，如：餐廳、劇院、購物中心、電影院、娛樂場所、銀行、領(lǐng)事館、車站及其他特殊場所。Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards按照酒店標(biāo)準(zhǔn)，確保表格、小冊子的供給。Consult Log Book for information/request left by outgoing shift查看前一個值班在記事薄里留下的信息。Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy按照酒店政策，處理送給客人的郵件、信息、傳真、電報及其他特殊物品。Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests處理客人送出的郵件、包裹郵資及貨物。Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed按照酒店鑰匙政策，確保客人鑰匙、前廳保存的其他鑰匙的順序及安全。Receive telephone calls and take messages for guests who are out, in accordance with hotel policy按照酒店政策，在接到外出客人電話時，留言給客人。Record incoming registered mail, telegram, parcel, telex in appropriate file存檔記錄好客人的掛號信、電報、包裹。Perform other duties as maybe assigned by superiors完成上級布置的其他工作
