MAJOR FUNCTION & RESPONSIBILITIES:
主要職能：
The Front Desk Agent provides excellent guest service in the most courteous and efficient manner to maximize room sales including handling all check in/out procedures and other front desk assigned duties. Adhere to Marriott standards of aggressive hospitality including any guidelines and procedures.
前臺(tái)接待要以最禮儀及有效的方式來(lái)提供最綽越的服務(wù)，包括入住，退房，及前臺(tái)相關(guān)的其他職責(zé)。并且遵守萬(wàn)豪的殷勤好客的指導(dǎo)方針及程序。
SPECIFIC DUTIES:
具體職能：
1. Report to work on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform to the Marriott standard. Carry the Basic card during work hours and know the Basic of the Day.
準(zhǔn)時(shí)上班，穿戴整齊，包括銘牌，及個(gè)人的儀容儀表都需符合萬(wàn)豪行為標(biāo)準(zhǔn)，攜帶員工卡及清楚了解每天的基本工作需求。
2. Handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times.
遵守酒店政策，程序，及內(nèi)部規(guī)程和標(biāo)準(zhǔn)，符合現(xiàn)金處理程序。
3. Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events.
充分了解酒店操作程序，日常事件，布告欄和所有的新的變化和程序。
4. Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
分享關(guān)于不同事件的簡(jiǎn)會(huì)來(lái)幫助處理每天能預(yù)見(jiàn)的情況。
5. Have knowledge about room rates, packages, discounts and promotions and understand how to sell different rates to potential guests.
充分了解房?jī)r(jià)，折扣及促銷，理解銷售不同的價(jià)格給潛在的客戶。
6. Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
充分了解客房的位置，設(shè)施及特征，和酒店提供的所有其他服務(wù)。
7. Check in all guests according to the 1st Ten Program.
根據(jù)十步驟為客人辦理入住。
8. Follow all cash handling and banking procedures to check out all customers efficiently.
根據(jù)現(xiàn)金及銀行卡相關(guān)規(guī)定為客人提供有效的退房手續(xù)。
9. Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.
每個(gè)員工都要完成管理層所期望的合理的工作職責(zé)。
10. Operate MARSHA and Opera systems including able to take same day reservations and know how to enter a reservation in MARSHA.
知道如何運(yùn)用Marsha & Opera系統(tǒng)， 并在Marsha系統(tǒng)內(nèi)完成同天的預(yù)定。
11. Perform guest registration and room assignment and accommodate special requests of all guests.
為客人完成登記，客房分配和所有其他特別的要求。
12. Be knowledgeable about Marriott Rewards and other frequent traveller programs. Responsible to scout for new Marriott Rewards members on daily basis.
熟知萬(wàn)豪的獎(jiǎng)賞及里程計(jì)劃，并為更多的客人推薦及介紹此計(jì)劃。
13. Understand all hospitality guidelines and abide by its policies and procedures.
熟知所有殷勤待客的指導(dǎo)方針并遵守所有酒店規(guī)定。
14. Answer the phones according to the standards of proper etiquette and as fast as possible (within 3 rings).
以最快速度并很有禮儀的接聽(tīng)客人的電話。（3聲以內(nèi)）
15. Handle mail and messages properly and on a confidential basis.
不泄露客人隱私的情況下，合理的處理客人的電郵及留言。
16. Know how to handle the procedures of opening/closing of safe deposit boxes.
熟知前臺(tái)保險(xiǎn)箱的開(kāi)和關(guān)的所有程序。
17. Ensure the front desk and back office areas are clean at all times. Utilize spare time to upkeep and tidy the work area. Keep computer equipment clean and free from dust at all times.
確保前臺(tái)工作區(qū)域和工作設(shè)備的干凈和整潔。
18. Assist all guests with their problems and questions. Ensure that all guests’ problems are resolved by using the “L.E.A.R.N.” process.
確保所有客人的問(wèn)題都被解答，所有難題都以LEARN模式解決。
19. Assist fellow associates in their jobs to ensure that all jobs are done on time or by end of each shift.
幫助新的員工以確保所有工作都按時(shí)完成。
20. Have knowledge about all emergency procedures and know how to act to them as and when necessary.
熟知所有應(yīng)急操作步驟，并熟知操作手法在有需要的時(shí)候。
21. Use your computer systems password with discretion; log off the terminal when leaving the work area.
謹(jǐn)慎的使用自己的用戶名及密碼，并在離開(kāi)時(shí)關(guān)閉電腦。
22. Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
熟知所在城市的著名景點(diǎn)并能提供客人所需要的相關(guān)信息。
23. Ensure proper credit when checking out guests and provide the guests with a zero balance invoice.
在退房時(shí)，確保提供客人正確的賬單。
24. Handle late charge according to the procedure.
根據(jù)酒店規(guī)章制度處理延遲收款。
25. Bank out at the end of the shift by following the blind drop procedures strictly. The front desk manager will always verify the shift closing and enter the drop in the system.
嚴(yán)格遵守酒店關(guān)帳程序，酒店前廳經(jīng)理會(huì)予以監(jiān)督。
26. When leaving the front desk area, it is mandatory for the cashier to lock his/her cash drawer.
每個(gè)前廳員工必須鎖上各自的抽屜在需要離開(kāi)的時(shí)候。
27. At all times strive to represent Marriott in the most professional manner.
無(wú)論何時(shí)都要展現(xiàn)出萬(wàn)豪員工的職業(yè)素質(zhì)。
28. Be disciplined and alert at all times while at the front desk. Be proactive and greet guests immediately and act before being asked. Focus on guests needs when attending to them.
在前臺(tái)的任何員工需要遵守相關(guān)紀(jì)律準(zhǔn)則， 要積極對(duì)待客人任何的提問(wèn)。
29. Perform all three shifts (AM, PM, Night), and complete the shift checklist to ensure smooth running of daily front desk operations.
為了確保前臺(tái)正常的日常營(yíng)運(yùn)，前臺(tái)員工需要完成各自班頭（早中晚）的自查清單。
30. Ability to deal with the public in a professional and courteous manner.
以專業(yè)的及有禮貌的方式應(yīng)對(duì)所有客人。
31. Ability to communicate with all managers and supervisors and fellow associates.
能于酒店經(jīng)理，主管及新人有效的溝通。
32. Have sound knowledge of English and local language.
掌握中英文會(huì)話的能力。
33. Ability to handle conflict situation in professional manner.
能專業(yè)的處理突發(fā)沖突的能力。
34. Be highly familiar with all emergency procedures, bomb threat, fire alarm, death and evacuation plans.
熟悉應(yīng)急方案，炸彈威脅，火警，死亡及疏散計(jì)劃。
35. Empowered to serve our guests by using the compensation guidelines.
能使用合理的補(bǔ)償指針來(lái)更好的服務(wù)客人。
36. Any other duties as may be assigned from time to time by management.
酒店管理層可能會(huì)增加任何其他的職責(zé)。
37. Strictly follow with the FD cashier LSOP, to avoid any mistakes.
嚴(yán)格遵守酒店前臺(tái)的收銀政策。
