前台接待

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。

At Crowne Plaza^®, we want our guests to feel able to do their best, achieve their goals and be recognized for their success.  To help them we need you to stay Ｏne Step Ahead and:

• Create confidence – by being anexpert at what you do; by acting and looking the part and adapting yourstyle to match your guests’ pace in all you do.

• Encourage success – by supporting andrespecting your guests and their goals; by recognizing them and makingthem feel valued and important; and offering thoughtful choices to helpthem feel restored and balanced.

·          Make it happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.

在皇冠假日^®酒店，我们希望感觉自己可以做到最好，能够达成他们的目标并因他们的成就而受到认可赞赏。为了帮助他们，我们需要您先行一步，用心服务并：

• 建立信任 – 成为您所在领域的专家；言行得体，随机应变，应宾客的需求提供量身定做式的服务。

• 鼓舞成就 – 尊重和了解宾客的需求和他们追求的目标，认可赞赏他们，确保宾客得到尊重和重视，并体验到他们的非凡地位。提供周详方案，令宾客轻松无忧。

·          梦想成真 – 观察预见宾客的要求和潜在需求，主动负责地达成宾客所需。善用资源，团队协作，尽力协助宾客获得成功。

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。

·         Maintains cashier float and ensures accurate daily report of all money received

·         保持库存现金限额并保证每日对所收现金进行准确报告。

·         Cashes hotel guest’s personal and travelers checks and assists with currency exchange

·         为酒店客人的个人支票及旅行支票兑换现金，并协助进行外汇兑换。

·         Keeps abreast of all modifications to accounting policies and procedures

·         随时留意会计政策和工作程序的变化 。

·         Responsible and attends to guest’s request of using the service of safety box at all times

·         随时负责回应客人关于使用保险箱服务的要求。

·         Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.

·         熟知所有特别促销活动，如：季节性套餐计划、常客优惠计划以及洲际酒店集团忠实方案。

·         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 besoldan 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

·         执行审计结余，并为审计工作进行各项有序的准备。

·         When Ｏn night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival

·         在值班时检查夜班报告，准备早班报告，并为客人的到来准备各种必要的表格。

·         Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems

·         全面了解标准的预订工作程序，包括如何正确使用表格，如何读电传、电子邮件和留言，以及如何在预订系统内对房源情况进行解读。

·         Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand

·         按照洲际酒店集团品牌的预期保持自己行为、外表和态度的高标准。

·         Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times

·         随时保持前台工作区域的整洁和有序，并以此作为自己的个人兴趣和骄傲 。

·         Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard

·         力争保持酒店的高标准，特别注意洲际酒店集团忠实计划会员及其它贵宾的重要性，并重视酒店的健康和安全隐患等问题。

QUALIFICATIONS AND REQUIREMENTS任职要求

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

·         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。