崗位職責/職位描述

崗位職責/職位描述

Position Summary 職位概述：

1.負責酒店前臺日常接待工作，包括為客人辦理入住、退房手續，處理預訂及變更需求。Responsible for the daily reception work at the hotel front desk, including handling check-in and check-out procedures for guests, as well as processing reservation and change requests.

2.解答客人咨詢，提供酒店服務、設施及周邊信息的專業介紹。Answer guests' inquiries, provide professional introductions about hotel services, facilities and surrounding areas.

3.準確處理現金、信用卡等支付方式，確保賬務清晰無誤。Properly handle payment methods such as cash and credit cards, ensuring that the accounting records are clear and error-free.

4.定協調客房部、餐飲部等部門，及時響應客人需求及投訴。Coordinate the housekeeping department, catering department and other departments to promptly respond to guests' needs and complaints.

5.查看交班記錄，了解上一班的移交事項，并負責處理。Review the shift handover records to understand the matters transferred from the previous shift and be responsible for handling them.

6.制作有關報表，為其它部門提供準確的接待信息。Prepare relevant reports to provide accurate reception information for other departments.

7.熟悉酒店有關客房銷售的各項政策，向來店賓客推銷客房，努力爭取的經濟效益。Be familiar with all the policies related to room sales in the hotel, promote rooms to the guests who come to the hotel, and strive to achieve the economic benefits.

工作技能技巧要求：Specific Job Knowledge, Skill and Ability:

1.年齡18-35歲，形象端正，普通話流利，具備基礎英語溝通能力優先。Age range: 18 - 35 years old. Good appearance. Fluent in Mandarin. Basic English communication skills are preferred.

2.服務意識強，耐心細致，能靈活處理突發情況。Strong service awareness, patient and meticulous, able to handle unexpected situations flexibly.

3.能適應倒班制（含夜班），工作責任心強。Capable of adapting to the shift system (including night shifts), with strong sense of responsibility at work.

4.無經驗者可接受系統培訓，有酒店前臺或客服經驗者優先。Those without experience can receive systematic training. Those with experience in hotel front desk or customer service will be given priority.