行政楼层实习生

1.Familiar with Front Office Standards and Procedures. 熟悉前厅部工作服务标准及操作程序。 2.Abide by the Hotel’s Policies and Procedures, Sheraton Code of Business Conduct and the hotel’s Associate Handbook. 遵守酒店政策及程序，遵守喜来登的商业行为规范以及员工手册中的条款。 3.Maintain good working relations with all departments, especially Housekeeping, Kitchen, Stewarding and Reservations. Make sure conduct well control for Sheraton Club. 与所有部门保持良好的协作关系，特别是客房部，厨房，管事部与预订部，确保做好喜来登行政俱乐部的控制工作。 4.Go through relevant information about arrivals and departures during shift; VIP, Marriott Bonvoy member, regular guests, groups, etc. Room situation and functions. 当班时仔细检查抵离店客人信息，包括VIP贵宾、优先顾客、常住客、团体客人等抵店相关信息。检查房间状态和功能。 5.Answer all telephone calls in a courteous and efficient manner according to corporate standards. 有效礼貌地按集团标准接听所有电话。 6.Greet arriving guests with a smile and eye contact using the guest’s name. 以微笑和友好的目光接触，问候迎接抵店客人，并正确称呼客人姓名。 7.According check in standard and procedure to handling guest check in, obtaining proper payment details and other registration information from the guest. 根据标准与程序为客人迅速办理入住手续。负责获取客人准确的付款细节以及其它登记信息。 8.Enter the guest-details in the guest profile in the computer and upload it to PSB (Public Security Bureau), with any special requests and preference when applicable. 把客人详细资料输入电脑系统并及时上传PSB（旅业治安管理信息系统），并注明客人的特殊需求及个人喜好。 9.Handle check-out according to hotel procedure, to ensure correct payment know and understand the importance of correct procedures regarding cash payment, credit cards, cheques, foreign currency and billing. 根据操作程序为客人办理离店手续，确保客人准确付款。熟练掌握现金付款、信用卡、支票、外币支付和转帐等有关程序。 10.Handling guest request about early departures, early arrivals, extension stays, late check-outs, room-moves, special requests etc. inform concerning department. 为客人迅速办理有关客人提前离店、提前抵店、延住、延时退房、换房以及其它特殊要求并通知相关部门。 11.Take personal responsibility for guest requests, follows up with relevant department to ensure the request has been acted upon. 主动解决客人的要求并且协调有关部门确保满足客人要求。 13.Inquire guest staying experience, record guest comments and suggestion, report to the management to know. 询问客人是否入住愉快。记录客人意见和反馈并向上级汇报。 14.Keep hotel information confidential。 保守酒店机密。 15.Follow all company policies and procedures 遵守所有公司政策和程序