1. 根據(jù)預(yù)訂優(yōu)質(zhì)快速的為客人辦理入住手續(xù)，確認(rèn)相關(guān)信息，如:房?jī)r(jià)，人數(shù)等，依客人喜好予以排房。向客人介紹酒店各種宣傳促銷活動(dòng)。指引去房間的方向并解釋房卡的使用方法，向客人分發(fā)禮物等。
Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate .for arriving guests . Ensures guests knows location of room , containing room keys , tokens of our appreciation,gifts , etc ,to guest .
2. 確保入住期間的各項(xiàng)需求能有效滿足，幫助客人辦理外幣兌換及結(jié)賬手續(xù)。接收現(xiàn)金，信用卡，旅行支票，公司或第三方付費(fèi)等付款方式。
Ensures rooms and services are correctly accounted for within guest statement Properly accounts for service provided by the hotel . Assists guests with check out payments or charges . Accepts and records vouchers , credit, traveler’s checks , and other forms of payment , converts foreign currency at current posted rates .
3. 熱情友好的問(wèn)候客人，對(duì)客人的合理需求予以積極恰當(dāng)?shù)幕貞?yīng)。準(zhǔn)確提供各種信息如：酒店?duì)I業(yè)場(chǎng)所的營(yíng)業(yè)時(shí)間及VIP促銷計(jì)劃等。
Greets customers immediately with a friendly and sincere welcome . Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc .
4. 對(duì)自己權(quán)限范圍內(nèi)不能予以解決的問(wèn)題和需求，及時(shí)反饋給相應(yīng)部門和人員予以解決。
Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.
5. 禮貌的接聽所有來(lái)電，及時(shí)恰當(dāng)?shù)膽?yīng)客人要求處理各種郵件、傳真及轉(zhuǎn)交物品。
Promptly answers the telephone and email inquires . inputs messages into the computer and advises other team members of special guest needs . retrieves messages and communicates the content to the guest . Retrieves mail , packages and facsimiles or other special items for customers as requested .
6. 成著冷靜的應(yīng)對(duì)和處理各類客人投訴，如：客人對(duì)價(jià)格不滿，空調(diào)或供暖系統(tǒng)的不足等。
ields guest complaints , conducting thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc . Remains calm and alert especially during emergency situations and
heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion .
7. 積極的工作，友好的為客人提供服務(wù)。
Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
8. 積極參加所需的各種培訓(xùn)，提高工作能力。
Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
9. 致力于酒店工作，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個(gè)團(tuán)隊(duì)提供高品質(zhì)服務(wù)。
Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
10.在前臺(tái)的團(tuán)隊(duì)中起到積極作用，有效的溝通，確保達(dá)到目標(biāo)。
Takes an active role in the front desk team, ensuring effective communication and working as a team in order to reach goals and targets.
11.為顧客提供熱情周到的服務(wù)，有賓至如歸感。
Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
12.依照預(yù)訂為客人辦理入住，核對(duì)預(yù)訂信息，確保入住登記表的完整性及付款方式安全有效。
Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed , and method of payment secured.
13.采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知值班經(jīng)理或賓客關(guān)系經(jīng)理?；卦L客人，確?？腿藢?duì)解決方法滿意。
Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
14.維護(hù)顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)確性。
Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
15.確保VIP客人個(gè)性化服務(wù)待遇。
Ensures that VIP guests are treated personally and recognized as an individual.
16.協(xié)銷售，預(yù)定和業(yè)務(wù)發(fā)展團(tuán)隊(duì)為公司客人提供服務(wù)。
Liaises with Sales, Reservations and the Business Development team to handle corporate guests.
17.確保所有賬單消費(fèi)的精準(zhǔn)性，為客人提供高效快捷的結(jié)賬服務(wù)。
Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct.
18.將準(zhǔn)確完整的信息錄入酒店管理系統(tǒng)，以便大家分享。
nputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.
19.了解酒店周邊地區(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。
Applies Brand Standards in each and every action, acting as a role model and example of how the
tandards should be carried out in a practical setting.
20.遵循品牌標(biāo)準(zhǔn)。
Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
21.與餐飲部，客房部，工程部，IT等進(jìn)行有效的溝通合作。
Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT.
22.對(duì)酒店設(shè)施設(shè)備的非正常運(yùn)轉(zhuǎn)予以及時(shí)報(bào)告，并跟進(jìn)直至問(wèn)題解決。
Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
23.匯報(bào)最新的工作進(jìn)展，確保賓客關(guān)系經(jīng)理對(duì)部門營(yíng)運(yùn)狀況的了解。
Ensures that the Guest Service Manager is kept aware and up to date of operational issues.
24.確保信息的有效傳遞，尚未完成的事情逐一移交至有關(guān)人員，讓賓客滿意。參加日常例會(huì)及其他會(huì)議。
Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
25.確保完成行前臺(tái)每日的任務(wù)，其中包括但不僅限于工作的監(jiān)督，房間分配，報(bào)告，信用額度核對(duì)，電腦數(shù)據(jù)備份及主賬的核對(duì)等。
Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up.
26.核對(duì)入住登記表，會(huì)議及活動(dòng)信息，預(yù)訂備份等。
Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is actioned accordingly.
27.節(jié)約成本，確保存貨不浪費(fèi)。
Ensures that front desk stock is managed and not wasted, maintaining costs where able.
28.警惕商業(yè)競(jìng)爭(zhēng)行為，并及時(shí)上報(bào)。
Keeps up to date and aware of competitor activities in order to be informed.
29.根據(jù)價(jià)格要求向客人提供相應(yīng)的物品。
Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests.
30.按照健康安全， 危機(jī)管理部門，災(zāi)難處理方法，救火程序執(zhí)行。必要的時(shí)候加入 救火。
Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.
31.嚴(yán)格遵守現(xiàn)金收付手續(xù)，收取現(xiàn)金，信用卡，轉(zhuǎn)賬，代金券等。
Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.
32.收取現(xiàn)金，信用卡，代金券，公司或第三方付費(fèi)等服務(wù)時(shí)要嚴(yán)格遵守酒店規(guī)定。
Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
33.為客人提供保險(xiǎn)箱，保證他們的財(cái)物安全。
Provides safety deposit boxes to guests, ensuring that guests valuables are safe and secure at all times
34.跟進(jìn)擔(dān)保預(yù)訂及付款方式，確保酒店收入。
Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
35.確保所有賬單消費(fèi)的精準(zhǔn)性，為客人提供高效快捷的結(jié)賬服務(wù)。
Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
36.從促銷客房轉(zhuǎn)至高級(jí)客房，確保在每個(gè)客人身上獲得最大利潤(rùn)。
Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest.
37.抓住商機(jī)，用合理的方式提高酒店收入，確?？腿宋镉兴怠?Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Maritim Brand Standards.
38.如有必要 ，該部門有權(quán)更改或補(bǔ)充該職位描述。
The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
39.如有可能用客人的母語(yǔ)與其交流。
Attempt to communicate with guest in guest’s native language , if applicable .
40.完成任何其他合理的職責(zé)和被指派的職責(zé)。
Carries out any other reasonable duties and responsibilities as assigned.
立即溝通
