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崗位職責/職位描述

工作職責：
? Registers and rooms all arrivals according to established procedures.
? 按照酒店的程序，為所有到達客人登記及安排房間。
? Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation.
? 為客人登記、結賬及更換房間，按照預定部要求，確保把所有數據完整輸入酒店電腦系統。
? Maintains cashier float and ensures accurate daily report of all money received.
? 維持現金流動，確保收到現金的準確性。
? Cashes hotel guest’s personal and travelers checks and assists with currency exchange.
? 為酒店客人兌換個人或旅游支票，協助客人兌換現金。
? Responsible and attends to guest’s request of using the service of safety box at all times.
? 通過保險箱服務，滿足客人要求。
? Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she unable to assist.
? 處理客人投訴，回答客人提出的疑問，在不能解決時，上報給前臺主管或大堂副理。
? Be 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.
? 熟悉其他的洲際酒店及其地址，以至客人在登記卡上指出下一個目的地時，能為客人推銷另外的洲際酒店。
? Performs the audit balances and prepares all works for audit in an orderly fashion.
? 完成審記報告，為審記做準備。
? 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.
? 了解預定程序標準，其中包括：正確使用表格，怎樣讀電報、電子郵件、信息，怎樣通過預定系統了解可供房間資源。
? Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand.
? 按照洲際品牌標準，維持良好的個人儀態、儀表。
? Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times.
? 保持前臺工作區域的干凈，及正常工作秩序。
? To handle the rebate, paid out /the account transferring.
? 處理折扣，付款及賬目轉移。
? Assist guests with all inquiries, both hotel and non－hotel related.
? 回答客人有關酒店及非酒店的質疑。
? Conduct effective shift briefings to ensure hotel activities and operational requirements are known.
? 有效制作值班簡報，確保員工知曉酒店活動及操作要求。
? Maintain detailed knowledge of the activities of the day and alert to any potential problems.
? 詳細了解酒店日常活動，警惕潛在問題。
? Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy.
? 按照酒店政策，處理送給客人的郵件、信息、傳真、電報及其他特殊物品。
? Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests.
? 處理客人送出的郵件、包裹郵資及貨物。
? Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed.
? 按照酒店鑰匙政策，確保客人鑰匙、前廳保存的其他鑰匙的順序及安全。
? Receive telephone calls and take messages for guests who are out, in accordance with hotel policy.
? 按照酒店政策，在接到外出客人電話時，留言給客人。
? Record incoming registered mail, telegram, parcel, telex in appropriate file.
? 存檔記錄好客人的掛號信、電報、包裹。
? Perform other duties as maybe assigned by superiors.
? 完成上級布置的其他工作。

任職資格：
? Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
? 完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。
? Good writing skills
? 具有良好寫作技能
? Proficient in the use of Microsoft Office and Front Office System
? 熟練使用微軟辦公軟件和前臺系統
? Problem solving, training and organizational abilities
? 具有解決問題，培訓和組織能力