Job Summary
岗位概述：
Assist
guests efficiently, courteously and professionally in all Reception related
matters. Maintain a high standard of service and quality delivery at all times;
when answering telephones, registering guests, assigning rooms, checking out
guests and assisting in different requests.
高效、优质、彬彬有礼、热情周到地帮助客人，回答客人电话、登记客人入住、分配房间、帮助客人結帐离店以及满足客人其它合理的要求。随时保持高标准和提供优质服务。
Duties & Responsibilities
职责义务：
1.
Report to work in
15 minutes before commencement of shift.
在每一班次开始前提前15分钟到岗。
2.
Develop a thorough
knowledge of room locations, room types, rates, discounts, hotel facilities and
their hours of operation, special promotions etc.
熟悉酒店客房位置、类型、房费、折扣、酒店设施、营业时间以及特殊促销等。
3.
Go through relevant information about arrivals during shift; VIP, Marriott
Bonvoy member, regular guests, groups, etc. Room situation and functions.
了解每一班抵店客人信息，包括贵宾、万豪旅享家会员、常客、团体客人抵店相关信息。检查房间状态和功能。
4.
Answer all
telephone calls in a courteous and efficient manner.
高效地、彬彬有礼地回答所有电话。
5.
Greet arriving
guests with a smile and eye contact using the guest’s name.
以微笑和欢迎的目光交流迎接抵店客人，并使用客人姓名称呼客人。
6.
Responsible for
obtaining proper payment details and other registration information from the
guest.
认真地、准确地获取客人付款细节以及其它登记信息。
7.
Assign adequate
room as per reservation and request from guest.
根据预订及客人要求分配房间。
8.
Prepare key wallet, with room number, rate and departure date. Explain
use of elevators and room key and wish a pleasant stay.
准备房间钥匙折，并写上房间号码、房价、离店日期。解释电梯和房间钥匙使用方法。祝愿客人住店愉快。
9.
Enter the
guest-details in the guest profile in the computer, with any special requests
when applicable.
把客人详细资料输入电脑系统，并注明客人的特殊需求。
10.
Files the
registration card under the room-number in the in-house rack.
按房间号码把登记卡放到架子上存档。
11.
Handle
safe-deposit boxes in accordance with hotel procedures.
按酒店服务规范和服务程序为客人办理贵重物品寄存的保险箱服务。
12.
Handle foreign
currency exchange.
为客人提供外币兑换服务。
13.
Update the Front
Desk Log Book, in which all essential information and of importance to all
shifts is recorded.
更新前台交班本。记录对各班次都必须获悉并掌握的重要信息。
14.
Resolve guest
complaints, without involving Supervisor if possible. When needed, refer the
matter to the Supervisor or Guest Service Manager.
尽可能在没有上级参与的情况下解决客人投诉。必要时向领班或者宾客服务经理汇报。
15.
Report on
complaints and/ or comments to Management.
向上级汇报客人投诉以及客人对酒店的评价。
16.
Maintain good
working relations with Housekeeping; promptly inform about early departures,
early arrivals, extended stays, late check-outs, room-moves, special requests
etc.
维持与客房部的良好关系, 迅速将有关客人提前离店、提前抵店、
续住、推迟退房、换房以及其它特殊要求通知管家部。
17.
Take personal
responsibility for guest requests, follows up with relevant department to
ensure the request has been acted upon.
主动解决客人的要求并且追踪有关部门确保客人的要求得到满足。
18.
Handle check-out
according to hotel procedure, to ensure correct payment. Know and understand
the importance of correct procedures regarding cash payment, credit cards,
cheques, foreign currency and billing.
根据酒店服务程序为客人办理离店手续，确保客人准确付款。熟练掌握现金付款、信用卡、支票、外币兑换和转帐等有关程序。
19.
Inquire if the
guest had a pleasant stay. Note down any comments and feedback for Management’s
information.
询问客人是否入住愉快。记录客人意见和反馈并向上级汇报。
20.
Maintain the
Reception area and back office clean and tidy.
保持前台区域和后台办公室干净与整洁。
21.
Assist in keeping
an adequate stock of forms, paper, key cards, brochures, etc.
确保有足够的表格、纸张、钥匙、宣传册等。
22.
Report any unusual
occurrences to the Shift Leader, Guest Service Manager or Front Office Manager.
任何异常事件发生时向领班、宾客服务经理或前厅部经理汇报。
23.
Be familiar with
Sheraton Guest Satisfaction Standards and is guided in daily work by these.
熟练掌握喜来登顾客满意标准并贯彻于日常工作中。
24.
Be well familiar
with the Marriott Bonvoy program and contributes actively in enrolling new
members.
熟练掌握万豪旅享家计划，积极发展新会员。
25.
Deliver high
quality service to guests.
向客人提供优质服务。
26.
Ensure guest needs
and reasonable requests are met.
确保满足客人需求和合理要求。
27.
Seek opportunities
to continually improve guest service.
通过记录客人的评论并以此为实践，不断地寻找机会发展对客服务。
28.
Identify VIP, Marriott
Bonvoy member, regular and long staying guest, develop rapport to offer
personalized service and assistance.
确认贵宾、万豪旅享家顾客、常规客人和长住客人。建立良好关系并提供个性化和超值服务。
29.
Sell the hotel and
Sheraton ’s products and services using up-selling and suggestive selling
techniques.
使用促銷和建议性的销售技巧销售飯店和喜来登的产品与服务。
30.
Promote the hotel
and Sheraton product and service to guests.
促销酒店与喜来登的产品与服务。
31. Keep hotel information confidential.
保守酒店机密。
32.
Adhere to the
hotel’s security and emergency policies and procedures.
坚持酒店安全制度、紧急情况处理规定和程序。
33.
Ensure a high
lever of cleaning is maintained in work area.
保持维护所在工作区域的高度整洁。
34.
Abide by Sheraton
Guest Satisfaction System.
在工作中遵循喜来登对客服务满意标准。
35.
Carry out other
tasks as directed by your supervisors.
在上级指导下执行其它任务。
36.
Abides by the
Sheraton Associates Handbook.
遵守南昌喜来登酒店员工守则。
37.
Abides by both the
hotel and Marriott & Sheraton policies and procedures.
遵守万豪酒店集团及南昌喜来登酒店的政策和程序。
38.
Abide by the Marriott
& Sheraton Code of Conduct.
遵守万豪酒店及南昌喜来登酒店的行为准则。
39.
Demonstrate
professional attitude and behaviour at all times.
在任何时候表现专业态度和行为。
40.
Maintain personal
presentation to hotel and Marriott & Sheraton standards.
根据酒店及万豪标准保持个人形象。
41.
Abide by the Marriott
Care service standard.
在酒店中遵循万豪关爱对客服务标准。
42.
Comply with all
Corporate and Hotel Standards and Procedures
遵守所有酒店的标准和程序。
43. Follow all company policies and procedures.
遵守所有公司政策和程序
44. Security over bank keys, cash drawers, and
terminal passwords
is adequate to maintain total
accountability for all transactions.
确保保险箱钥匙、现金抽屉和电脑密码的安全性足以维持所有交易的可靠性。
45. F&B managers/supervisors take shift end
readings, and verify cashier banks
and
deposits. Cash deposit drops are on a
"blind" basis.Deposits are either deposited in
the cash machine (if applicable) placed
in a sealed, dual signed envelope. An escort
accompanies the cashier to the drop safe,
witnesses the deposit drop and signs
the drop log accordingly.
餐饮经理 主管 读取班次结束系统读数并核实封收银员备用金和投款。现金投款采用
盲投
机制。投款放要么存入现金处理机（如适用）要么放在一个密封的双方签字的信封中。
有陪同人员陪同收银员去投款，见证投款的过程，并相应地在投款记录上签名。
46. All special promotions involving discounts
and/or coupons are closely monitored to
ensure eligibility and controls are in
place to prevent cash misappropriation opportunities.
Open discount keys in POS are used to a
minimum.
所有涉及折扣和 或优惠券的特别促销活动都必须得到密切管控，以确保其资格及设置了控
制措施，以避免现金被挪用的机会。POS 中的开放折扣按键被最低限度的使用。
47. Each associate in a cash-handing position is
given a unique cashier identifier (or card)in
the PMS and Point of Sale
systems(i.e.MICROSetc.to uniquely identify all cash
transactions by associates. Generic IDs
are not permitted and associates do not share
their uniaue cashier identifier or card
with anvone else
每位接触现金的员工都应该在PMS及POS系统中有一个独立的收银员识别号(或卡)，用以
识别每位收银员经手的业务。共用ID是不允许的，员工不能够与任何人分享自己的收银员
识别号或者收银卡。
Education教育：
University degree in hospitality or related
subjects preferred.
具有饭店专业或相关专业大学学历者优先考虑。
Experience经验：
Previous concerned working experience is
preferred, but can be replaced by general good attitude and appearance and with
potential to easily learn the skills.
具有相关工作经验者将会优先考虑, 无经验者需具有良好的外表与积极的态度,学习技能的潜力。
I have read and received a copy of the above
description and fully understand that violation of any of the stated
responsibilities and duties is grounds for disciplinary action.
我已阅读及接收到上述的工作描述。我完全明白违反规定的职责将受到训诫。
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