前台接待员

MAJOR RESPONSIBILIES 责任概要 : Serving guests at front desk while providing the highest level of service in an efficient, courteous and professional manner by following Marriott standards of aggressive hospitality and adhering to guidelines and procedures. 依照万豪标准以积极热情的态度在前台为客人提供高效，礼貌，专业的服务。 SPECIFIC DUTIES 工作任务 : l Report to work on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform with standard. 按时工作，穿着整齐干净的制服，佩戴名牌。个人形象和仪容仪表必须符合标准。 l At all times strive to represent Marriott in the most professional manner. 时刻用最专业的态度努力宣传万豪文化。 l Be disciplined always, stand alert at the front desk, greet guests immediately and offer assistant before the Guest needs to ask. Focus your total attention to the customers. 时刻以良好的精神面貌出现在前台，当客人走近时主动打招呼并在客人提问前主动提供服务。要集中全部精力面对每一位客人。 l Handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times. 依照酒店的各种政策，流程，内部守则和标准处理所有的日常事宜，遵守现金交接的操作程序。 l Be familiar with the AM, PM and night daily checklist to ensure smoothly daily operations. 熟悉每一个班次的工作流程以确保每天的正常运营。 l Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events. 掌握酒店每天的工作安排，察看会议纪要，布告栏并随时进行更新。 l Have knowledge about hotel room rates, packages, discounts and promotions and know how to handle each. 熟知酒店的房间出售价位，优惠活动，打折信息，促销情况并了解处理办法。 l Check in all guests according to the standard. 按照标准为每一位客人办理入住手续。 l Be aware of the hotel VIP / repeat guest / long-staying guest / high value guest and pay special attention to make the guest have a memorable stay. 知道酒店的贵宾/回头客/长住客/重要客人并给予特别的关注，以让客人拥有一个 难忘的入住经历 l Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel. 了解客房信息，具体位置，各种礼仪，特征以及所有酒店可以提供的其他服务。 l Operate MARSHA and PMS, take same day reservations and know how to enter a reservation in MARSHA. 熟练使用MARSHA 和PMS系统，可以做简单的预订并知道如何在MARSHA系统中做预订。 l Perform guest registration and room assignment and accommodate special requests of all customers. 掌握为客人办理登记，房间的安排和处理特殊要求的方法。 l Be knowledgeable about Marriott Rewards and other frequent traveler programs. 熟悉万豪礼赏计划以及其他的有关活动。 l Upsell and enroll Marriott Rewards. 推销客房并推荐客人加入万豪礼赏计划活动。 l Ensure proper credit when checking out guests and provide the guests with a zero balance invoice. 当客人离店时确保清楚正确的结算账目，为客人出示完全结算清楚的账单。 l Handle late charge according to the procedure. 依照操作程序处理过期结账的问题。 l Follow all cash handling and banking procedures to check out all customers efficiently. 按照现金交接流程和账目操作细则快速地为所有的客人办理离店手续。 l Know how to follow all hospitality guidelines. 了解如何跟进解决问题。 l Answer the phones according to the standards of proper etiquette and as fast as possible. 按照酒店标准以适当的态度快速接听来电。 l Have knowledge about the city, the local area and attractions to provide the guests with all requested information. 了解自己所在的城市，并根据客人提供的信息给予帮助。 l Handle mail and messages properly and on a confidential basis. 在保密的基础上合理处理信件和信息。 l Know how to handle safe deposit boxes. 懂得如何使用保险箱。 l Ensure the cleanliness of the front desk and back office area always. Utilize spare time for cleaning. Keep computer equipment clean always. 确保前台以及后台办公区域整洁，利用空闲时间做简单的清洁。时刻保持电脑及各种设备干净。 l Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the “Guest Response Program” procedures. 为客人提出的问题和要求提供帮助。确保客人提出的所有问题都能够按照“Guest Response Program”程序得到解决。 l Assist fellow associates in their jobs to ensure that all jobs are done on time. 协助同事的工作，确保所有工作都能够按时完成。 l Use your PMS password with discretion; log off the terminal when leaving the area. Don’t share password. When leaving the front desk area, it is mandatory for the cashier to lock his/her house bank drawer. l 谨慎使用PMS密码，离开时要随手退出系统，禁止与他人共用密码。为确保钱柜的安全，每一位收银员在离开前台区域时都必须将自己的备用金抽屉锁起来。 l Bank out at the end of the shift by following the blind drop procedures strictly. 下班时严格按照投账程序操作。 l Ability to communicate with all managers and supervisors and fellow associates. 与经理、主管和同事间进行良好的沟通。 l Be highly familiar with all emergency procedures, bomb threat, fire alarm, death and evacuation plans. 熟知紧急事件的应对方法，危险品、火警、死亡以及紧急逃生计划。 l Any other duties as may be assigned from time to time. 承担其他实时被分配的职责。