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崗位職責/職位描述

PURPOSE OF POSITION職位目的

To manage all activities relevant to the Front Desk such as the reception, check in / out, cashiering, foreign exchange，provide information to any guest or visitors inquiries.

負責前臺的相關工作，負責登記，退房，財務，外幣兌換, 為任何客人和來訪者提供信息并協(xié)助客人。

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KEY ROLES & RESPONSIBILITIES重要職責及責任

• Register all? arrival guests according to established procedures
• 根據(jù)規(guī)定為所有預抵客人做登記手續(xù)。
• Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
• 正確完成登記，退房，換房程序并確保客人資料被輸進電腦。
• Maintain cashier float and ensure accurate daily report of all money received?

• 確保每日的流動資金和正確匯報每日所接收的錢。
• Accept cash and traveler checks assist with currency exchange
• 接受現(xiàn)金和旅行支票并提供外幣兌換服務。
• Keep abreast of all modifications to accounting policies and procedures
• 了解所有更新的政策情況。
• Attend to guests’ request of using the service of safety box at all times
• 很據(jù)客人的要求隨時提供保險箱服務。
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
• 充分了解所有的促銷活動和政策包括季節(jié)性包、常旅客計劃,和忠誠度計劃
• Attend to guest’s complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if he/she unable to assist
• 在不能解決客人的投訴，詢問和要求的情況下，尋求主管或者大堂經理的幫助。
• Ensure that the guests depart the hotel with a positive impression of hotel service
• 確保給已經離開的客人留下一個完美的印象。
• Perform the?audit balances and prepare all reports for audit in an orderly fashion
• 執(zhí)行審計結余，有序的準備所有審計報表。
• When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
• 當上夜班,檢查報告,準備早上晚報告和為預抵客人準備相應的報表。
• Maintain comprehensive knowledge of standard reservation procedures
• 擁有全面的標準預定知識。
• Maintain exemplary department standards of behavior and appearance and attitude
• 能夠作為部門行為，外觀和態(tài)度的標準。
• Ensure front desk work area is kept clean and in an orderly state at all times
• 保持前臺工作區(qū)域的干凈，整潔有序。
• Is fully aware of the Credit policy
• 充分了解信用政策。
• Adhere to OH&S policies and procedures
• 堅持職業(yè)健康和安全的政策和程序
• Perform related duties and special projects assigned
• 執(zhí)行相關的工作職責以及分派的特殊任務。?PERSONAL ATTRIBUTES個人特質
• Strong written and verbal communication skill in English
• 流利的英語書寫和口頭交流
• Able to develop rapport with and gain support from Colleagues and Management staff
• 與同事和管理者保持良好的工作關系。
• Ability to work cohesively with co-workers as part of a team
• 有較強的團隊合作能力
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• 可以把工作重心放在客人需求，任何時候保持冷靜和有禮貌
• Ability to promote positive relations with all guests and patrons
• 有能力積極提高與酒店客人以及業(yè)主的關系
• Able to exercise good judgment with difficult guests
• 可以從投訴客人處得到不錯的評價
• Understanding and ability to work in a multi-cultural environment
• 理解并有能力在一個多文化環(huán)境下工作

【崗位要求】

1、大專以上文化程度，流利的英語口語；

2、性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感；

3、通曉酒店各項對客政策、設施設備及服務種類以及總臺工作程度和規(guī)范。