Report to Front Desk Supervisor.
向前臺主管匯報工作。
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Well versed on all Brand Standard requirements for Front Desk and related areas.
熟知前臺及相關部門的品牌標準要求。
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Be initiative to engage with the guest, build strong relationship with guest, respond to guests’ needs in time and resolve related problems.
主動的和客人情感交流，并與客人建立良好的關系，及時為客人的需求做出反應并解決相關問題。
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Ensure to achieve monthly Marriott Rewards enrolment goal provided by Assistant Front Office Manager and maintain activation rate above 18%, also ensure achieve room upselling target provided by Assistant Front Office Manager.
確保完成由助理前廳經(jīng)理訂立的月度萬豪禮賞會員注冊目標，保持18%的活躍率，同時完成由助理前廳經(jīng)理訂立的房間升級促銷目標。
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Handle guests’ complaint, make correct and quick decision to ensure fully guest satisfaction whilst protecting the hotel property and revenue.
處理客人投訴，認真分析投訴并又快又準地做出答復，使客人滿意從而能夠保護酒店的財產(chǎn)和利益。
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Serving guests at Front Desk while providing the highest level of service in an efficient, courteous and professional manner by following Marriott Standards of aggressive hospitality and adhering?to guidelines and procedures.
依據(jù)萬豪殷勤待客的服務標準和工作指導在前臺向客人提供最高水準的、高效的、禮貌的、專業(yè)的服務。
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?Specific Duties 具體職責
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Handle all duties according to hotel policies, procedures, internal rules and standards.
處理所有的工作都要依照酒店政策、程序、內(nèi)部規(guī)定及標準。
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Responsible?for all activities relevant to?Front Desk such as check in/out, cashiering, foreign exchange. Provide information to any guests or visitor’s inquires.
負責前臺的相關工作，如入住\退房、收銀、外幣兌換。為客人或來訪者提供信息及協(xié)助。
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Get a daily briefing about extra events to effectively deal with all foreseen situations on a daily basis.
在每日例會中了解額外的事件，以便快捷的處理所有可能發(fā)生的情況。
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Have knowledge about room rates, packages, discounts and promotions and know how to handle about that.
掌握房價、包價、折扣和促銷的所有信息，并知道如何去處理。
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Be well know of hotel products knowledge.
了解酒店產(chǎn)品知識。
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Strictly follow all cash handling and banking procedures to check out all customers efficiently.
在為客人提供快捷結(jié)賬的同時嚴格遵守財務及銀行的各項規(guī)定。
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Operate MARSHA and OPERA well and able to use key card system.
熟練的使用MARSHA和OPERA?以及鑰匙系統(tǒng)。
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Perform guest registration and room assignment, fulfil special requests of all customers. ??
執(zhí)行客人的入住登記、房間分配，滿足所有客人的特殊要求。
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Be knowledgeable about Frequent Traveller Programs. Participate and contribute sign-up program,?ensure accuracy and activation rate meet brand goal.
了解其它的常客計劃。參與并積極的推廣計劃，確保正確率和活動率達到集團目標。
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Know how to follow hospitality guidelines. ?
知道如何遵循服務的基本方針。???????
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Answer phone calls according to standard by using proper telephone etiquette and within three rings.
在三聲之內(nèi)按標準接聽電話并使用正確的電話禮儀。
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Know how to operate safety deposit box.
知道如何使用保險箱。
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Ensure the cleanliness of the front desk and heart of the house area at all times, utilize spare time for cleaning.
確保前臺和后臺辦公室區(qū)域的整潔，利用空余時間去清潔。
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Assist all guests in problems and questions as required, ensure that all guest problems are resolved by using Marriott L.E.A.R.N model. ?
必須幫助解決所有客人的問題和詢問，確保解決所有客人問題都要依照萬豪?L.E.A.R.N模式。
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Take action to participate in hotel incentive program, familiar with hotel sale strategy, do not violate “Look No Further Best Rate Guarantee”.
積極的參與酒店激勵計劃，熟悉酒店銷售策略，不可以違反“最優(yōu)惠價格保證”。
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Be flexible in regarding to work schedule，have a solid understanding of hotel operations,?assist fellow associates when necessary to get all jobs done on time. ????????
靈活的安排工作計劃，很熟悉的了解酒店的運作，協(xié)助同事按時完成所有工作。
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Use OPERA/MARSHA password with discretion, log off the terminal when leaving the area.
謹慎的使用OPERA/MARSHA的密碼，在離開時必須退出登陸客戶終端。
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Ensure proper charge is posted to guest credit card when check out,?provide guest with a zero balance invoice.
結(jié)賬時確保在客人的信用卡上收取正確的費用，為客人提供余額為零的賬單。
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Close cashier at the end of each shift by following the blind drop procedure strictly.
每班次結(jié)束時嚴格遵守投賬程序平賬。
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Be disciplined at all times, stand alert at the Front Desk, greet guests immediately and offer assistance before guest asking, focus your attention to the customers.
時刻遵守前臺紀律并保持警醒及時問候客人，在客人未開口之前為之提供幫助，集中所有的注意力在客人身上。
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Be familiar with morning, afternoon and overnight daily check list to ensure smooth daily operations.
熟悉早班，中班和夜班的檢查表以確保運作的正常。
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Be aware of the hotel VIP / repeat guest / long-stay guest / high value guest and pay special attention to make the guest have a memorable stay.
知道酒店的貴賓/回頭客/長住客/重要客人并給予特別的關注，以讓客人擁有一個難忘的入住經(jīng)歷。
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Maintain the guest information and ensure proper input in the PSB system.
保留客人信息并確保正確的輸入到PSB系統(tǒng)。
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Make sure will be proper record in the system after issued Fapiao to guest.
確保發(fā)票開具給客人后正確地記錄在系統(tǒng)中。
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Be responsible for every check out guest, ensure each transaction has proper posted to guest account.
對每位退房客人負責，確保正確將每一筆消費輸入到客人房帳。
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Adhere to all cashiering procedures?in?daily work, including paid out?/?correction?/?rebate?/?advance deposit/miscellaneous charge/cash not refund/money change.
在日常工作中依據(jù)所有收銀員程序，包括支付、修正、扣減、預付押金、雜項收費、押金未退以及
