前台接待 Front Desk Agent

Guest Relations 宾客关系 Welcomeand acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 欢迎和认识每一个客人，对每一个客人都面带微笑,目光接触和一个友好的口头问候,尽可能用客人的名字。 Engage guests in conversation regarding their stay, property services, and area attractions/offerings. 与客人交谈关于他们住的酒店,物业服务和区域景点/产品。 Anticipate guests' needs, including using cues to uncover their passions, asking questions of to better understand their needs and watching/listening to preferences to surprise and delight them whenever possible. 预见客人的服务需求,包括对客人提问以便更好地理解他们的需求和尽可能看/听客人的偏好和他们的行为。 Address guests' service needs in a professional, positive, and timely manner. 专业、积极和及时的解决客人的需求。 Provideassistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). 为残疾人士提供援助,包括协助看,听,或没有在导航线的残疾人(例如,在他们要求时护送,用言语来解释行为,在纸上写指示,移开路上的障碍,或提供盲文或TDD电话)。 Check-in/Check-out 登记入住/离店 Process all guest check-ins and check-outs by confirming reservations in computer, verifying guest identity, securing a valid form of payment, assigning room, and issuing room key in accordance with property policies and procedures. 用电脑处理所有客人预订的入住和离店，核实客人的身份，获得一种有效的付款方式，分配房间，按照政策和程序发放钥匙。 Set up accurate accounts for each guest upon check-in according to their requirements (i.e., separate room/tax/incidentals, comp). 为每个客人在登记时建立准确的账户(即根据他们的需求，建立单独的房间/税/杂费)。 Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine. 在必要时核实客人身份，使用电子钥匙机(如激活房间钥匙)和补发新的房间钥匙给客人 (如：钥匙丢失)。 Assign or adjust room according to guest request and preferences whenever possible. 尽可能根据客人要求和喜好分配或调整房间。 Verify and adjust billing for guests. 验证和调整为客人账单。 File guest paperwork or documentation. 填写客人文件或档案。 Pre-register designated guests and prepare key packets. 登记指定客人和准备关键的数据包。 Ensure rates match market codes and that any exceptions are documented and include an explanation. 确保利率匹配市场规范, ,包括任何异常记录都需要一个解释。 Communicate to appropriate staff that there are guests that are waiting for an available room. 如果有客人在等待空房，应该与其他员工进行适当的沟通。 Reviewrequests for late check-outs and approve according to occupancy. 根据入住率审批和批准要求晚付款的客人。 Coordinate with Housekeeping to track readiness and status of rooms (e.g., check-in, early check-out, late check-out, room transfer, unexpected stay over) and to report guest concerns. 配合管家部跟踪准备和房间的状态(如：登记入住，提前退房,延迟退房,房间转让、不在预料中的过夜)，像上级报告客人的担忧。 Obtain and verify proper tax-exempt information for tax-exempt guests. 验证免税客人的信息。 Greet/Escort Guests and Guest Services 问候/护送客人和客人服务