MAJOR RESPONSIBILIES
責任概要
:
Serving guests at the front desk while providing the highest lever of service possible in an efficient, courteous and professional manner by following Marriott standards of aggressive hospitality and adhering to guidelines and procedures.
对客提供高品质、高效率的服务，礼节及专业行为遵循万豪服务品牌标准、政策与程序。
SPECIFIC DUTIES
工作任務
:
Answer the phones according to the standards of proper etiquette and within three rings; Greeting guest friendly and warmly. Address in-house guest by name.
按照标准礼仪在铃响三声内接起电话；热情友好问候客人，对于酒店内客人要称呼姓名。
Attend daily briefings conducted by the Assistant Front Office Manager/Guest Service Manager at the beginning of each shift.
每班上岗前参加前厅副经理
/
宾客服务经理主持的交班会。
Maintain cash float and accurately handle monies at all times.
任何时候确保备用金充足和准确。
Review arrival information on a daily basis; VIP, Regular guests, Groups, special requests etc.
每班检查当日抵店客人信息，包括贵宾、回头客人、团队的情况以及特别要求。
Check house status.
查看房态。
Assign the rooms according guest’s request, preference and rooms control policy. Set up pre-registered and VIP reservations.
按照客人的订房要求和喜好以及房间控制的政策分房。准备需要预分配的房间和贵宾预订。
Performs room, rate and/or name changes.
执行换房，改价或更改姓名。
Check in & check out individual guests and group.
为团队和散客办理入住和退房手续。
Check all arriving tours and do room assignments. Make copies of final tour list.
查看预抵团队并分配房号。复印团单。
Review the name billing for the departure VIP/Long staying/group/meeting group’s billing, and make the necessary preparation.
提前查看预计退房的贵宾
/
长住客
/
团队
/
会议团队的账单，并做必要的准备。
Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.
通过观察或与其他同事的交流预见客人的需求，提供快速高效以及个性化的服务。
Consistently strive to meet and exceed the expectations of both internal and external guests.
始终努力达到和超越外部和内部客人的期望。
Demonstrate comprehensive knowledge of Front Office procedures and computer system such like Opera and key card system.
充分掌握前厅的产品和电脑系统操，例如
OPERA
和钥匙卡系统。
Deal with all guest requests promptly, taking personal responsibility to ensure guest satisfaction.
对客人的要求反应迅速，主动承担责任满足客人的需求。
To check all mails messages, packages and other items held for arrival guest.
按照酒店的标准称始终称呼客人的姓名。
Use guest name whenever possible in accordance with hotel standards.
检查是否有预抵客人的邮见，包裹和其它物品。
Handle guest messages, facsimiles and mail, ensuring that the information is passed on are accurate, complete and promptly delivered.
处理客人的留言，传真和邮件，确保上述信息准确、完整、迅速的送达客人。
Convey information and messages to appropriate personnel in a timely and efficient manner.
迅速有效的传达信息和留言。
Effectively communicate and liaise with associates on all levels, understanding the importance of
teamwork within hotel operations.
有效的与其他同事沟通和联络，理解酒店运作中团队合作的重要性。
Promote the hotel and Wanda products and services.
促销饭店与万达的产品与服务。
Maintain a high level of product and service knowledge in order to explain and sell services and
facilities to guests.
维持对产品和服务的高度了解以便于向客人解释及销售服务和设施。
Be aware of facilities and points of interest within the city and surrounding areas to assist with any guest inquiries.
了解当地及周边情况，为客人提供解答及帮助。
Be familiar with all room types, availability, rates, group movements and billing, daily events, promotions, VIP’ s and frequent guests.
熟知房型、房态、房价、团队活动和账单、每日重大活动、促销、重要贵宾和常客。
Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of
Marriott.
确保客人受到欢迎和认知，与酒店标准和万豪标准一致。
Ensure all necessary information is obtained upon check-in, following hotel credit procedures.
确保客人入住时得到所有必要的信息，执行酒店的信用程序。
Be familiar with all vouchers and group billing procedures.
熟知所有的凭单及团队结账程序。
Assist with daily Marriott Member and frequent guest program administration.
负责万豪会员宾客及常住客的日常接待工作。
Adhere to hotel credit procedures and policies at all times.
任何时候严格执行酒店的信用政策和程序。
Handle the guest checkout process, ensuring billing processes and manual postings are conducted in
accordance with hotel standards.
处理客人退房程序，确保账单和手工入账符合酒店标准。
Be fully conversant and efficient in dealing with foreign currencies and their exchange rates in order to provide foreign exchange services to guests.
熟悉可供兑换的外币以及兑换率以便提供外币兑换服务。
Issue safety deposit boxes, cut and issue guest room keys in adherence with hotel security policy and procedures.
提供保险箱服务，根据酒店的安全政策和程序取消和发放客房钥匙卡。
Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and any guest’s request are recorded.
完成工作日志，与下一班进行充分的交接，以确保所有信息被清晰传递
,
所有客人要求被记录。
Maintain a clean and tidy work area in accordance with the hotel standards.
按照酒店标准，确保工作区域的清洁。
Adhere to hotel policy regarding uniform and personal presentation.
工服着装和仪容仪表符合酒店规定。
Ensure that the Duty Manager is informed immediately of any emergency, security or health & safety matter.
确保任何突发事件，安全及健康事件立即通知值班经理。
Any other duties as may be assigned from time to time.
承担其他实时被委派的职责。
Be knowledge about Mobile check in, and know the daily mobile check in guest information. Lunch the control panel hourly, and operate as the right standard. Block room in system, and prepare the welcome folder, use the appropriate sentence warmly welcome mobile check in guest and escorting services.
了解手机办理入住的标准操作程序
,
知道当日申请手机办理入住的客人信息，每
1
小时登录控制面板，并按标准程序来执行操作。提前准备房间及文件夹，用正确的话语来欢迎及引领手机办理入住的客人。
Be knowledge about Guest Voice system, know 6 keys points and department goal. Know department daily score and goal achievement status. Always provide warmly services to our customer, will to talk and get comments with guest, share guest’s feedback with related department and GSM, work to enhance guest’s staying experience.
了解客人满意度调查系统，知道考核的
6
大项目及部门的指标。知道部门的每日得分及目标实现情况。为宾客提供热情的服务，主动与客人沟通，征得客人的评语，并及时分享给相应部门及宾客服务经理，努力提高客人的入住体验。
Maintain safety by adhering to safest policies, being responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors.
Ensure proper safety instructions are given before operating any equipment.
要保障安全须严格遵守安全法规，与异常情况须及时上报。建立、支持所有的安全方案。行走在湿滑地面上要留意。在操作设备之前，确保已了解了安全说明。
C
omplete the other reasonable duties assigned by
HRM
.
完成上司分配的其他合理工作。
JOB SPECIFICATION
職位要求
:
Profile of Competency:
工作
能力
·
Prefer one year working experience in 5 star hotels.
一年以上五星级酒店工作经验者优先
Language :
语言能力
·
Able to converse in English fluently
英语流利
Education :
教育
·
Preferably ‘O’ Level qualification
大学专科及以上学历。
Job License
资格
/
等级证
:
·
N/A
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