·?Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity ?
隨時以友好和樂于協(xié)助的態(tài)度迎接客人，并盡量了解和稱呼客人的名字。
·?Registers and rooms all arrivals according to established procedures
按照既定工作程序為所有來客登記并安排房間。
·?Maintains intimate knowledge of departmental standards and procedures
熟知部門標(biāo)準(zhǔn)工作程序。
·?Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
履行入住、退房和換房手續(xù)，并確保所有資料都按照預(yù)訂情況完整的輸入酒店電腦系統(tǒng)。
·?Maintains cashier float and ensures accurate daily report of all money received
保持庫存現(xiàn)金限額并保證每日對所收現(xiàn)金進(jìn)行準(zhǔn)確報告。
·?Cashes hotel guest’s personal and travelers checks and assists with currency exchange
為酒店客人的個人支票及旅行支票兌換現(xiàn)金，并協(xié)助進(jìn)行外匯兌換。
·?Keeps abreast of all modifications to accounting policies and procedures
隨時留意會計政策和工作程序的變化 。
·?Responsible and attends to guest’s request of using the service of safety box at all times
隨時負(fù)責(zé)回應(yīng)客人關(guān)于使用保險箱服務(wù)的要求。
·?Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
熟知所有特別促銷活動，如：季節(jié)性套餐計劃、?？蛢?yōu)惠計劃以及洲際酒店集團(tuán)忠實方案。
·?Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
處理客人的投訴、問詢和請求，如果自己無法提供協(xié)助，則將問題轉(zhuǎn)給主管和經(jīng)理助理 。
·?Is 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
熟悉洲際酒店和度假村集團(tuán)的其它成員酒店，以便當(dāng)客人在登記卡上寫出以后要去的目的地時可以游說其在另一家洲際酒店集團(tuán)成員酒店進(jìn)行提前預(yù)訂 。
·?Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
盡一切努力確?？腿嗽陔x店時會對酒店的服務(wù)有很好的印象。
·?Performs the audit balances and prepares all works for audit in an orderly fashion
執(zhí)行審計結(jié)余，并為審計工作進(jìn)行各項有序的準(zhǔn)備。
·?When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival
在值班時檢查夜班報告，準(zhǔn)備早班報告，并為客人的到來準(zhǔn)備各種必要的表格。
·?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
全面了解標(biāo)準(zhǔn)的預(yù)訂工作程序，包括如何正確使用表格，如何讀電傳、電子郵件和留言，以及如何在預(yù)訂系統(tǒng)內(nèi)對房源情況進(jìn)行解讀。
·?Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand
按照洲際酒店集團(tuán)品牌的預(yù)期保持自己行為、外表和態(tài)度的高標(biāo)準(zhǔn)。
·?Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
隨時保持前臺工作區(qū)域的整潔和有序，并以此作為自己的個人興趣和驕傲 。
·?Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard
力爭保持酒店的高標(biāo)準(zhǔn)，特別注意洲際酒店集團(tuán)忠實計劃會員及其它貴賓的重要性，并重視酒店的健康和安全隱患等問題。
·?Provide feedback from Guests to superior?for action
將從客人處得到的反饋向上級匯報，以期采取相應(yīng)行動
·?Maintain a log book to record the daily operational activities and submit the same to the superior.
每日每班次交班記錄，并交給上級審閱。
·?Enter only official matters in the log book. Avoid any personal notes
在交班本上記錄公事， 避免任何私事
·?Indicate time of duty and affix signature after making any entry
記錄交班時要注明時間并簽名
·?Forward log book to the superior’s office when off-duty daily
每日下班前將交班本交給上級查閱
·?Maintain a friendly, neat and professional image to guests
保持友善，整潔和專業(yè)的酒店形象
·?Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
確保對賓客滿意度調(diào)查數(shù)據(jù)加以分析，開發(fā)并執(zhí)行各種計劃來達(dá)成既定目標(biāo)。
·?Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
同有關(guān)部門交流所有相關(guān)信息，包括貴賓賓客和重要客戶抵達(dá)與離店，或者其他賓客的特殊需求等。
·?Analyse guest insights to identify and meet customer expectations and build on guest loyalty.
站在賓客的角度分析他們的需求，識別并滿足賓客的期望，樹立賓客忠誠度
·?Interact with guests to ensure expectations are being met
與賓客聯(lián)絡(luò)互動，確保達(dá)成賓客的期望。
·?Establishes and maintains effective employee working relationships
與員工建立并保持良好的工作關(guān)系。
·?Attends and participates in daily briefings and other meetings as scheduled
按計劃參加并參與每日例會及其它會議。
·?Attends and participates in training sessions as scheduled
按計劃參加培訓(xùn)活動。
·?Implements the hotel and department regulations, policies and procedures including but not limited to:
實施酒店和部門的規(guī)定、政策和工作程序，包括但不限于：??
o?House Rules and Regulation
酒店的規(guī)則和規(guī)定
o?Health and Safety
健康和安全
o?Grooming
儀表儀容
o?Quality
質(zhì)量
o?Hygiene and Cleanliness
衛(wèi)生和清潔
·?Perform any other duties as requested by the superior?or other Management staff
跟進(jìn)上級或管理層要求的其他工作
