前厅接待 Front Office Agent
上海长峰酒店管理有限公司ShanghaiUpdate time: August 20,2019
Job Description
Main Duties:
1. To attend to all the guests who approach the Front Desk immediately, cordially and with a smile.向所有到前台的客人当即提供诚恳有礼的微笑服务。
2. To ensure the operation if required is to the Regent standard ensuring all guest needs are met and exceeded. 确保按照集团的标准服务，以达到甚至超越客人的期望。
3. To answer all telephone calls clearly and in a friendly manner, never allowing the telephone to ring more than three times.用清晰的友好的方式接听电话，铃响三声必应答。
4. To attend all guests in the procedure of check-in/check-out, inquiries, key handling, messages and all related matters. 按程序为客人办理入住/离店手续，钥匙办理及相关服务。
5. To maintain an atmosphere of tranquility and efficiency at the Front Desk.维持和谐有效率的前台工作环境。
6. To register the guests promptly ensuring that they are provided with all the necessary information.为客人快速准确地办理登记手续，并准确提供其所需的各项信息。
7. To enter all guest folios into the computer immediately and accurately. 确保客人的帐目被准确及时的输入电脑系统。
8. To be constantly aware of the rooms situation and to strive to obtain maximum occupancy. 始终关注客房率情况，最高限度的提高客房率。
9. To use the correct procedure for handling calls, including all billing forms, message handling and the selling of guest services and restaurants in the hotel. 依照标准程序处理客人电话、帐目，及推销酒店的各项服务设施及餐饮项目。
10. To handle wake-up calls accurately and promptly as requested. 准确快速的按客人要求提供叫醒服务。
11. To enter all guest folios and relevant data into the system promptly and accurately. 将所有和客人有关的数据信息准确迅速地输入电脑系统。
12. To take rooms reservations efficiently. 准确迅速地接收客人预订。
13. To ensure that the VIPs, Regent Club guest and special request rooms are pre-assigned, and that all keys are available and in order prior to the guest’s estimated time of arrival. 确保所有贵宾，行政楼层客人及所有有特殊要求的预订在客人抵店前就排定房号，并准备妥当。
14. To maintain and update the guest’s history files on a regular basis. 更新完善宾客客史档案。
15. To maintain and update the Guest Recognition Program records. 更新完善客史内的宾客喜好。
16. To be aware of all hotel activities and the layout of the hotel. 熟悉酒店所有营业项目及服务设施。
17. To extend a personal service to the guests, and assist them in all their requirements. 向客人提供个性化的服务，满足不同客人的需求。
18. To handle the guest mail, take telephone messages, and ensure that all mail, faxes and telephone messages are distributed promptly. 处理客人邮件，接收电话留言，确保客人的留言被快速地送抵。
19. To handle foreign exchange transaction according to standard procedures, ensuring that a receipt in given. 依照规定为客人办理外币兑换服务，并给予兑换单据。
20. To be aware of forged currency and travelers checks. 能辨别伪造外币及旅行支票。
21. To ensure that an Assistant Manager signs all rebates and paid out vouchers, being conscious to avoid the necessity for rebates. 避免不必要的帐目减免，确保帐目折扣（减免，调整）及现金预提都有大堂经理签字。
22. To issue and close all safety deposit boxes using proper forms. 完成客用保险箱的办理手续。
23. To adhere to the hotel’s credit policy at all times. 始终贯彻酒店信用制度。
24. To prepare and balance cash report and remittance envelop at the end of the shift.
在每班结束时完成财务报表及收银员封包。
25. To maintain the logbook by recording any information and guest comments. 在交接本上纪录酒店应知信息及宾客建议。
26. To ensure that all vouchers for rebates, paid-outs and corrections are clearly explained and supported. 确保所有的财务凭证，帐目减免（折扣，调整）及现金预提都按要求准确办理。
27. To handle payments by credit cards in accordance with prescribed procedures. 运用规定的程序处理信用卡付费业务。
1. To attend to all the guests who approach the Front Desk immediately, cordially and with a smile.向所有到前台的客人当即提供诚恳有礼的微笑服务。
2. To ensure the operation if required is to the Regent standard ensuring all guest needs are met and exceeded. 确保按照集团的标准服务，以达到甚至超越客人的期望。
3. To answer all telephone calls clearly and in a friendly manner, never allowing the telephone to ring more than three times.用清晰的友好的方式接听电话，铃响三声必应答。
4. To attend all guests in the procedure of check-in/check-out, inquiries, key handling, messages and all related matters. 按程序为客人办理入住/离店手续，钥匙办理及相关服务。
5. To maintain an atmosphere of tranquility and efficiency at the Front Desk.维持和谐有效率的前台工作环境。
6. To register the guests promptly ensuring that they are provided with all the necessary information.为客人快速准确地办理登记手续，并准确提供其所需的各项信息。
7. To enter all guest folios into the computer immediately and accurately. 确保客人的帐目被准确及时的输入电脑系统。
8. To be constantly aware of the rooms situation and to strive to obtain maximum occupancy. 始终关注客房率情况，最高限度的提高客房率。
9. To use the correct procedure for handling calls, including all billing forms, message handling and the selling of guest services and restaurants in the hotel. 依照标准程序处理客人电话、帐目，及推销酒店的各项服务设施及餐饮项目。
10. To handle wake-up calls accurately and promptly as requested. 准确快速的按客人要求提供叫醒服务。
11. To enter all guest folios and relevant data into the system promptly and accurately. 将所有和客人有关的数据信息准确迅速地输入电脑系统。
12. To take rooms reservations efficiently. 准确迅速地接收客人预订。
13. To ensure that the VIPs, Regent Club guest and special request rooms are pre-assigned, and that all keys are available and in order prior to the guest’s estimated time of arrival. 确保所有贵宾，行政楼层客人及所有有特殊要求的预订在客人抵店前就排定房号，并准备妥当。
14. To maintain and update the guest’s history files on a regular basis. 更新完善宾客客史档案。
15. To maintain and update the Guest Recognition Program records. 更新完善客史内的宾客喜好。
16. To be aware of all hotel activities and the layout of the hotel. 熟悉酒店所有营业项目及服务设施。
17. To extend a personal service to the guests, and assist them in all their requirements. 向客人提供个性化的服务，满足不同客人的需求。
18. To handle the guest mail, take telephone messages, and ensure that all mail, faxes and telephone messages are distributed promptly. 处理客人邮件，接收电话留言，确保客人的留言被快速地送抵。
19. To handle foreign exchange transaction according to standard procedures, ensuring that a receipt in given. 依照规定为客人办理外币兑换服务，并给予兑换单据。
20. To be aware of forged currency and travelers checks. 能辨别伪造外币及旅行支票。
21. To ensure that an Assistant Manager signs all rebates and paid out vouchers, being conscious to avoid the necessity for rebates. 避免不必要的帐目减免，确保帐目折扣（减免，调整）及现金预提都有大堂经理签字。
22. To issue and close all safety deposit boxes using proper forms. 完成客用保险箱的办理手续。
23. To adhere to the hotel’s credit policy at all times. 始终贯彻酒店信用制度。
24. To prepare and balance cash report and remittance envelop at the end of the shift.
在每班结束时完成财务报表及收银员封包。
25. To maintain the logbook by recording any information and guest comments. 在交接本上纪录酒店应知信息及宾客建议。
26. To ensure that all vouchers for rebates, paid-outs and corrections are clearly explained and supported. 确保所有的财务凭证，帐目减免（折扣，调整）及现金预提都按要求准确办理。
27. To handle payments by credit cards in accordance with prescribed procedures. 运用规定的程序处理信用卡付费业务。
职能类别： 酒店前台
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联系方式
上班地址：上海市长宁区延安西路1116号（番禺路口）
部门信息
所属部门：房务部/Rooms
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