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崗位職責/職位描述

·??????????Greetsall guests at all times in a friendly and helpful manner and attempts to learnand use guest’s name at every ?opportunity?

·??????????隨時以友好的態(tài)度與客人打招呼，為客人提供幫助，盡量用客人名字稱呼客人。?

·??????????Registersand 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。

·??????????Maintainsintimate knowledge of departmental standards and procedures

·??????????詳細了解部門標準及程序。

·??????????Performscheck in, check out and room change procedures and ensures all data are enteredcompletely into the hotel systems in accordance with reservation

·??????????為客人登記、結(jié)賬及更換房間，按照預定部要求，確保把所有數(shù)據(jù)完整輸入酒店電腦系統(tǒng)。

·??????????Maintainscashier float and ensures accurate daily report of all money received

·??????????維持現(xiàn)金流動，確保收到現(xiàn)金的準確性。

·??????????Casheshotel 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(xié)助客人兌換現(xiàn)金。

·??????????Responsibleand 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。

·??????????Knowledgeableof all special promotion procedures, for programs such as; Seasonal Packages,Frequent Flyers Programs, and also Intercontinental Hotels Group Loyaltyprograms.

·??????????了解酒店所有的促銷政策，如季節(jié)性的打包，宣傳單上的促銷內(nèi)容，以及洲際酒店集團的促銷政策。

·??????????Attendsto guest’s complaints, inquiries and requests, referees problems to supervisor/DutyManager 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。

·??????????Befamiliar with other Intercontinental Hotels and Resorts so that guestindicating any next destination on the registration card can be “sold” anonward 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。

·??????????Doeseverything possible to ensure that the guests depart the hotel with a positiveimpression of hotel service

·??????????盡量讓住店客人對你所提供的服務滿意，在客人離開時，為客人留下良好的酒店印象。

·??????????Performsthe audit balances and prepares all works for audit in an orderly fashion

·??????????完成審記報告，為審記做準備。

·??????????Maintainscomprehensive knowledge of standard reservation procedures including correctforms to use, how to read telex, e-mail, messages, and how to interpretavailability 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(tǒng)了解可供房間資源。

·??????????Maintainsexemplary deportment standards of behavior and appearance and attitude asexpected in a IHG Brand

·??????????按照洲際品牌標準，維持良好的個人儀態(tài)、儀表。

·??????????Takespersonal interest and pride to ensure that the front desk work area is keptclean and in an orderly state al all times

·??????????保持前臺工作區(qū)域的干凈，及正常工作秩序。

·??????????Tohandle the rebate, paid out /the account transferring.

·??????????處理折扣，付款及賬目轉(zhuǎn)移。

·??????????Base onCheck list of each shift to complete task

·??????????根據(jù)每日工作任務檢查表來更好的完成工作

·??????????Assistguests with all inquiries, both hotel and non-hotel related

·??????????回答客人有關(guān)酒店及非酒店的質(zhì)疑。

·??????????Conducteffective shift briefings to ensure hotel activities and operationalrequirements 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。

·??????????Maintaindetailed knowledge of the activities of the day and alert to any potentialproblems

·??????????詳細了解酒店日常活動，警惕潛在問題。

·??????????Maintaindetailed knowledge of key occurrences in your city/location includingdirections to key points of interests, restaurants, theaters, shopping,cinemas, sporting and recreational facilities, banks, consulates, transportsystems and special events

·??????????詳細了解酒店附近的各個地方，如：餐廳、劇院、購物中心、電影院、娛樂場所、銀行、領(lǐng)事館、車站及其他特殊場所。

·??????????Maintainadequate supplies of forms, brochures and ensure they are presented in linewith hotel standards

·??????????按照酒店標準，確保表格、小冊子的供給。

·??????????ConsultLog Book for information/request left by outgoing shift

·??????????查看前一個值班在記事薄里留下的信息。

·??????????Manageall 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。

·??????????Manageoutgoing guest mail, courier services, postage of parcels and freighting asdirected by guests

·??????????處理客人送出的郵件、包裹郵資及貨物。

·??????????Maintainorder 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。

·??????????Receivetelephone calls and take messages for guests who are out, in accordance withhotel policy

·??????????按照酒店政策，在接到外出客人電話時，留言給客人。

·??????????Recordincoming registered mail, telegram, parcel, telex in appropriate file

·??????????存檔記錄好客人的掛號信、電報、包裹。

·??????????Perform otherduties as maybe assigned by superiors

·??????????完成上級布置的其他工作