崗位職責/職位描述

工作職責：
通曉酒店各項政策和規范
? To report to work on time, uniform to be clean & tidy, including name tag. Personal appearance and grooming conform the Brand Service Standards
及時匯報工作，確保自己的服飾、發型整潔、淡妝等方面全部符合集團規定和標準
? To attend the required meeting
參加相應的會議
? Knowing the names and positions of the hotel’s management and their respective extensions
了解酒店管理層人員，對應的職位，以及分機號碼
? To be familiar with all hotel’s facilities and restaurants
通曉酒店設施設備及餐廳信息
? To be aware of the promotions in the hotel’s restaurants
及時了解并更新酒店餐廳的促銷以及活動
? Awareness of the daily events in the hotel
了解酒店每天的宴會活動

? Familiarity with the city attractions and restaurants
熟知當地的人文、景觀知識以及餐廳信息
? Knowledge of the events in the city
了解當地城市的會展，展覽以及其他活動
? To handle all internal and external phone calls according to the telephone etiquette
按照酒店的電話禮儀，規范接聽酒店內部和外部的電話
? To ensure the reception desk is clean at all times
保證前臺時刻干凈整潔
? Familiarity with the GSA Checklist for the AM and PM and night shift
本職位輪班包括夜班以及早班及中班，需要熟悉前臺接待的早班，中班，以及夜班的工作檢查表
? To be conversant with the OnQ system
熟練掌握酒店PMS OnQ系統
? To use your OnQ password with discretion; log off the terminal when leaving counter.
必須使用自己的OnQ賬號以及密碼，在離開總臺的時候需要及時注銷個人賬號信息
? Awareness of the different room categories and the room features
熟知酒店房型及房間數，以及每個房型的相應特征
? To be aware of the room availability, the room rates and special packages
熟知每日酒店可用房型，房價，以及房間包價套餐
? Conscious of guest’s preferences and needs
熟知客人喜好以及需求
? Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
時刻殷勤地歡迎客人，用禮貌而恰當的方式獲取客人的名字并且盡量能夠用客人姓名稱呼他們
? Preparation of the room assignment according to the partiality of the guest
根據客人喜好分配房間，并且提前為客人的到來做準備
? Communication of guest’s preferences to the related sections and departments; Personal Concierge, Housekeeping Department and Food and Beverage department
了解客人喜好，并且能夠與相應的部門，例如專屬禮賓，客房部以及餐飲部分享和及時溝通
? Ensuring a smooth check in procedure according to the Brand Service Standards
熱情歡迎并為所有到店客人、團隊高效的辦理入住，確保執行全部的品牌標準
? Inform the Personal Concierge for guest’s arrival and ensure the guest is escorted to the room by the PC
在客人到達時，及時通知專屬禮賓以護送客人至房間
? Attentive to guest’s inquiries and requests at all times
時刻保持細致周到的應對客人的問詢以及需求
? To follow up the local PSB standard policy & procedure; Ensure all passports are scanned and recorded correctly in the PSB system.
遵循當地酒店治安管理系統登記章程，確保所有護照證件信息準確地錄入系統
? To report immediately all guest’s comments and complaints to the Guest Relations Manager and update the CHANCE Report（in his absence the Front Office Manager）
必要時將客人的反饋意見以及投訴及時上報給賓客關系經理（前廳部經理），并且更新事故報告
? To handle foreign exchange according to the established rates and hotel policy.
遵循酒店的規章制度以及當天匯率，為客人提供外幣兌換服務
? Maintains cashier float and ensures accurate daily report of all money received
保障每日備用現金，確保每日收銀報告的準確性
? Keeps abreast of all modifications to Finance policies and procedures
熟知酒店財務規章制度，并且保持更新
? Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Manager if he/she unable to assist
明確客人的需求，把不能處理的事情記錄下來并且匯報給賓客服務經理。
? The Credit Policy to be strictly followed
遵守酒店的信貸政策
? To communicate the transportation arrangements for the guests with the outside transportation company
協助禮賓部以及外部租車公司，溝通安排客人的接送機服務，
? To make sure all miscellaneous charges are posted to the correct rooms
確保所有雜項消費及時準確地錄入酒店客房管理系統
? To ensure the guest’s information bill is accurate; all the correspondence should be available for the guest’s reference
核對客人賬單的準確性，保證客人簽字單據的保存和及時查詢
? The check out procedure has to be personalized, efficient and according to the Brand Service Standards.
熱情周到為所有客人辦理退房服務，確保執行全部的品牌標準
? All guests must be given a farewell by escorting them to the main entrance until they have left the hotel’s premises
熱情周到地送別客人，陪同客人直至酒店出入口。
? Awareness of the “system down” procedures when the OnQ system is not responding
熟知人工辦理程序以應對酒店電腦OnQ系統失效的情況。

任職資格：
? Fluent in English/Mandarin spoken/written
流利的英語，普通話及其他語言將被優先考慮
? Knowledge of the OnQ system or different PMS is an advantage
熟練OnQ或者其他酒店管理系統優先考慮
● Experience for working shifts rotation, including Night Shift.
有翻班工作經驗，包括夜班。
? Well presented, smart and outgoing personality
性格開朗、頭腦靈活、工作踏實
? Minimum 1 year experience in a similar position in a comparable hotel. Front Office knowledge is an advantage
至少一年及以上同崗位的工作經驗，前廳部相關工作經驗優先考慮