尊重客人需求，认真对待客人的提问或投诉，热衷于满足客人期望，时刻提供专业和高水平的服务质量 Respects guest needs; takes great interest insatisfying them by taking their interests and complaints seriously; consistentlydelivers professional services with high quality work standards 工作自觉主动、负责任 Acts on own initiative and takesresponsibility for own work 性格开朗，能从容应对压力 Have a bright and cheerful disposition，cancontend with pressure 具有良好的团队合作精神，全力支持并协助他人工作 Has team spirit, willing to provideassistance and helpful 出色的沟通及表达能力 Has good communication & interpersonalskills 愿意接受轮班工作 Accepts to take shift work

Duties and Responsibilities工作职责 ·         Plan and co-ordinate the provision of friendly, efficient services to guests ·         进行相关计划和协调工作，以确保向客人提供友好和高效的服务 ·         Schedule activities for guests ·         安排客人的活动日程 ·         Plan and co-ordinate all promotional activities targeting clients ·         计划和协调所有针对客户的促销活动 ·         Trace relevant statistics about clientele ·         对客户的相关统计数字进行跟踪 ·         Co-ordinate and supervise all activities for guests ·         协调和监督对客人开展的所有活动 ·         Assist with check-ins/check-outs of clients ·         协助客人办理入住和退房手续 ·         Greet Guests upon arrival ·         在客人抵店时进行迎接 ·         Room Guests ·         为客人安排客房 ·         Cover guest relations desk ·         负责客户关系台的工作 ·         Assist guests with airline bookings and reconfirmation’s ·         协助客人进行航班预订和确认 ·         Assist all departments in being receptive to the needs of guests ·         协助所有部门满足客人的各种需求 ·         Assist staff with guest’s language and culture ·         就客人语言和文化对员工进行辅导 ·         Attend recreation activities when necessary ·         如有必要，可参加一些相关招待活动 ·         Plan and conduct guest group and function rundown meetings ·         计划并召开关于团组和活动的总结会 ·         Assist in any other duties when required by the Guest Relations Manager ·         按照客户经理的要求对其它任务进行协助 ·         Assist with translations (information; guest directory; menus etc) as required ·         按要求协助翻译（信息、客户名单、菜单等） ·         Provide feedback from Guests to Front Office Manager for action ·         将从客人处得到的反馈向前厅部经理汇报，以期采取相应行动 ACCOUNTABILITY责任范围 Number of employees supervised – 管理的员工 Direct    N/A 直接          无 Indirect      N/A 间接          无                    Annual Operating Profit/Payroll Budget – 年度经营利润和薪金预算 ·         N/A ·         无              Key Metrics – 主要绩效指标 ·         Completion of assigned tasks ·         完成分配给的工作的情况   Decision Making Responsibilities (Decision Rights) – 决策职责(决策权)﹣ ·         Within the authority as assigned for Hotel Band 8 role ·          酒店职位8级所拥有职权范围         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. ·         拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 ·         Able to read and write English ·         能够读写英语 ·         Proficient in the use of Microsoft Office and Front Office System ·         熟练使用微软办公软件和前台系统   Qualifications – 学历 ·         Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent ·         具有酒店行政管理，酒店管理或相关的大专学历或职业证书。

通过发展和客人间的友好、个性化的关系来鼓励客人成为忠实客户 凡事以客人关系为优先，同时也要尊重管理规程 预见并顾及到客人的需求 处理客人的投诉/或意见，提供最快的回应 在遵守内部流程的基础上照顾客人的入住和退房体验 维护与宾客关系部的优质关系，并确保有效的互补 根据预定部上班时间，可处理客人预订 负责当班现金 有可能要求准备发送账单到债务方 为提高销售，促销酒店范围内的服务 执行并主动支持酒店的价格政策以便提高每间可销售房的收入 推销适合客人需求的销售品牌和/或集团下的忠实项目，   Helps encourage customer loyalty by developing friendly, personalized relationships Gives priority to guest relations, while taking care to respect administrative procedures Anticipates guests' needs and takes them into consideration Handles any guest complaints and/or remarks; Provides a response as soon as possible Takes care of the arrival and departure processes for guests in compliance with internal Maintains excellent relations with the GRM, ensuring their activities complement each other Depending on the reservation department working hours, may handle reservations Manages the cash under his/her responsibility May be asked to prepare and send reminder invoices to debtors Promotes the hotel's range of services in order to increase sales Applies and actively supports the hotel's pricing policy in order to increase REVPAR Promotes the brand and/or Group loyalty program, adapting the sales pitch to suit the guest's needs

岗位职责 1.确保自己的服饰、发型整洁、淡妆等方面全部符合规定的要求。 2.查看交班记录，了解上一班的移交事项，并负责处理。 3.熟悉预订资料，了解客情，尤其要记住即将来店的贵宾、常客的姓名，了解酒店的所有活动。 4.熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取最好的经济效益。 5.熟练总台各项专业业务和技能，搞好对客服务。 6.熟练掌握店内外信息，提供准确的问讯服务。 7.负责为下榻酒店的宾客办理入住登记手续。 8.负责客房钥匙的管理和发放工作并严格遵守验证制度。 9.制作有关报表，为其它部门提供准确的接待信息。 岗位要求 1.大专以上文化程度，懂得英语。 2.性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感。 3.通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。 4.相貌端正，身体健康。