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崗位職責(zé)/職位描述

job overview職位概述

·???????? Responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, foreign exchange and assisting them with inquiries.?

·???????? 負(fù)責(zé)所有與前臺相關(guān)的活動，如接待、辦理入住和退房手續(xù)、給客人安排客房、外匯業(yè)務(wù)以及協(xié)助處理客人的問詢等。

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At InterContinental Hotels & Resorts? we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

·???? Be charming by being approachable, having confidence and showing respect.

·???? Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.

·???? Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

在洲際酒店及度假村?，我們希望賓客感覺風(fēng)格獨特、時尚現(xiàn)代和深入洞悉，這意味我們需要你：

·???? 親切、充滿自信、體現(xiàn)尊重來展現(xiàn)富有魅力的你。

·???? 理解和預(yù)測賓客的需要、做到細心周到、具主人翁精神、把事情辦好，保持專注當(dāng)下。

·???? 見多識廣、分享閱歷、展現(xiàn)你的風(fēng)格來創(chuàng)造令人感覺特別的時刻，做到令人難忘。

Duties and Responsibilities工作職責(zé)

·???????? 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、常客優(yōu)惠計劃以及洲際酒店集團忠實方案。

·???????? 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成員酒店進行提前預(yù)訂 。

·???????? Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service

盡一切努力確保客人在離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。

QUALIFICATIONS AND REQUIREMENTS任職要求

Required Skills ??技能要求

·???????? Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

擁有在與他人交往時大多數(shù)時間所使用的溝通技能；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。

·???????? Able to read and write English

能夠讀寫英語

·???????? 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(tǒng)

Qualifications ???學(xué)歷

·???????? High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

具有高中學(xué)歷或酒店行政管理，酒店管理或相關(guān)的職業(yè)證書。

Experience ???經(jīng)驗

·???????? 1 year experience in guest / customer service, or an equivalent combination of education and experience.?

·???????? 擁有1年賓客服務(wù)部工作經(jīng)驗，或與此相當(dāng)?shù)慕逃拖嚓P(guān)工作經(jīng)驗結(jié)合的背景。