JOB OVERVIEW职位概述
• Responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, foreign exchange and assisting them with inquiries.
• 负责所有与前台相关的活动，如接待、办理入住和退房手续、给客人安排客房、外汇业务以及协助处理客人的问询等。
DUTIES AND RESPONSIBILITIES工作职责
• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
• 随时以友好和乐于协助的态度迎接客人，并尽量了解和称呼客人的名字。
• Registers and rooms all arrivals according to established procedures
• 按照既定工作程序为所有来客登记并安排房间。
• Maintains intimate knowledge of departmental standards and procedures
• 熟知部门标准工作程序。
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
• 履行入住、退房和换房手续，并确保所有资料都按照预订情况完整的输入酒店电脑系统。
• Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
• 处理客人的投诉、问询和请求，如果自己无法提供协助，则将问题转给主管和经理助理 。
• Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels
• 熟悉洲际酒店和度假村集团的其它成员酒店，以便当客人在登记卡上写出以后要去的目的地时可以游说其在另一家洲际酒店集团成员酒店进行提前预订 。
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
• 尽一切努力确保客人在离店时会对酒店的服务有很好的印象。
• Performs the audit balances and prepares all works for audit in an orderly fashion.
QUALIFICATIONS AND REQUIREMENTS任职要求
Qualifications –
学历
• High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
• 具有高中学历或酒店行政管理，酒店管理或相关的职业证书。
Experience –
经验
• 1 year experience in guest / customer service, or an equivalent combination of education and experience.
• 拥有1年宾客服务部工作经验，或与此相当的教育和相关工作经验结合的背景。