The Receptionist is primarily responsible forensuring hotel provides the highest level of guest service to allguests. The Receptionist will greetarriving guests, settle their accounts, and offer assistance throughout theduration of their stay.
前台接待主要负责确保为所有客人提供最高级别的宾客服务。前台接待将接待入住的客人、为离店的客人结账并在客人居住期间为客人提供帮助。
Primary Responsibilities 主要职责
Deliver Friendly and Efficient Front DeskService
提供友善高效的前台服务
· Ensure LQAstandards are implemented and delivered to every guest.
在对客服务中遵守和执行LQA。
· Implement up-selling and LCAH member enrollment, to maximize roomrevenue & guest loyalty.
执行前台房间销售升级和雅高乐雅会会员招募计划，以最大化收益和客人忠实度。
· Honesty is a work basis, ensure implement on work with honesty alltimes.
以诚信为工作基本，在任何时候都需要诚实的执行酒店所有财务制度。
· Detailedhotel product knowledge, up-to-date with VIP arrivals & events within thehotel and the destination.
掌握酒店产品知识，确保贵宾及活动信息的时效性和准确性。
· Ensures a high level of productknowledge of hotel and local area to provide an information service for guest.
掌握酒店产品和当地情况的高度了解，以便为客人提供信息咨询服务。
· Completed the details of conference or group resumes are met.
完成团队接待，检查团队操作的细节需要达到客人要求。
· Ensure and maintain the PSB upload is accurately.
掌握和保证前台外事传输的正确性。
· Maintains informationsecurity standards compliance of Front Office at 100%.
确保所有信息安全标准都被百分之百的执行。
· The management reserves the right to change / extend this jobdescription if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
· Carries out any other reasonable duties and responsibilities asassigned.
完成任何其他合理的职责和被指派的职责。
Provide Guests’ Experiences that ExceedGuests’ Expectations
为客人带来超越期待的入住体验
· Provide thepersonalize the guest arrival/departure experience
为客人提供个性化的到店及离店体验。
· Anticipate guests’ needs, collects guests preferences, and ensure theneeds and preferences will be met during current stay and future stays.
预知客人需求，收集客人喜好，并确保这些需求和喜好在客人入住期间会被一直满足。
· Fullutilization of all kinds of systems to embrace guest experience.
充分利用各类酒店管理系统和软件以提高宾客体验。
· Accuracy inlink of reservations requirement to room allocation/guest needs
根据预订信息准确地为客人安排房间及满足合理需求。
· Liaisonbetween Front Office departments and rest of hotel effective for guestexperience.
在前厅部与酒店其他部门之间有效的沟通来提高宾客体验。
· Focuses onthe stay experience for LCAH members.
致力于提升雅高乐雅会会员的入住体验。
Work as Part of the Front Desk Team
作为前台运营团队的一员
Ensures the Front Desk Supervisor
or Duty Manager is kept fully aware of any relevant feedback from wither
customers or other departments.
保证将任何来自客人或其它部门的反馈及时并准确地汇报给前台主管及值班经理。
· Implement all Front Desk Policies and Procedures are adhered.
严格执行前台各项政策与程序。
· Ensure cleanliness and appearance of lobby and related areas.
保持大堂及相关区域的清洁和外观符合品牌标准。
· Implement thehealth & safety policies to ensure a safe workenvironment and knowledgeable all safety & emergency procedures.
执行健康与安全政策，以确保安全的工作环境；同时熟悉了解安全及紧急程序。
· Verifiesthat all information requested by the local police authorities are adhered toand prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
· Ensuresclear communication within departments.
保持部门内的沟通顺畅。
· Initiate action to correct a hazardous situation and notify ERT ofpotential dangers.
在发现安全隐患时采取行动并通知危机处置团队。
Involvement in Wider JobFunction Actions/Relationships
进一步拓展工作职能
· Handles guest and talent enquiries ina courteous and efficient manner, reporting complaints or problems if noimmediate solution can be found.
礼貌且高效地处理客人及人才的要求，遇到投诉或问题，如不能马上找到解决办法，要向上级报告
· Participatein training activities to improve knowledge & skills.
参加各项培训来增加自身的知识和技能。
· Be familiar with property safety, first aid and fire and emergencyprocedures and operate equipment safely and sensibly.
熟悉和掌握财物安全、急救、火灾及紧急程序，并确保能够安全的使用相关设备。
· Maintainspositive guest and colleague interactions with good working relationships.
与客人和同事保持基于良好工作关系的接触。
· Learn to seek feedback on guest satisfaction and resolves problems inaccordance with our Mission Statement and philosophy of talent empowerment.
学习寻求客人满意度反馈，并根据我们的使命宣言和人才赋权的理念来解决问题。
· Being good at work summing up, sharing working experience with team andbring up the suggestions to improve work skills.
善于做工作总结，与同事分享工作体验并提出改进的建议。
MainComplexity/Critical Issues In The Job主要复杂/关键工作事项
· Efficiency of check in/check outprocess, accuracy in retrieval of guest data and billing
保证客人入住及离店手续的效率性，同时保证客人信息与账目的准确性。
· Honesty to all accounting proceduresis adhered to throughout the department, including monitoring guest balance andcity ledger accounts.
诚信的保证在部门工作中严格执行酒店所有财务制度。
· Maintaining good customerrelationship. Implement for the provision of friendly and efficient service toall guests.
与客人建立并保持良好的关系。负责提供给客人友善、有效的服务。
· Knowledgeable about all events and information of the immediate andsurrounding area, provide an efficient and accurately information to guest whenguest inquired.
熟知酒店周边区域所有各项活动和信息，并在客人询问时，高效和准确的回复客人。
· Implementon daily upsell goal and member enrollment goal.
完成每日房间房间销售升级和雅高乐雅会会员招募的目标。
· Complies with all hotel policiesrelating to Front Office, such as room key police, etc.
遵守酒店关于前厅部的所有制度，例如钥匙管理制度等。
· Ensures high standards of personalpresentation & grooming.
始终维持高标准的个人形象和仪容仪表。
