前台领班/前台接待

PURPOSE OF POSITION职位目的
To manage all activities relevant to the Front Desk such as the reception, check in / out, cashiering, foreign exchange，provide information to any guest or visitors inquiries.
负责前台的相关工作，负责登记，退房，财务，外币兑换, 为任何客人和来访者提供信息并协助客人。
KEY ROLES & RESPONSIBILITIES重要职责及责任
Register all arrival guests according to established procedures根据规定为所有预抵客人做登记手续。Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system正确完成登记，退房，换房程序并确保客人资料被输进电脑。Maintain cashier float and ensure accurate daily report of all money received
确保每日的流动资金和正确汇报每日所接收的钱。Accept cash and traveler checks assist with currency exchange接受现金和旅行支票并提供外币兑换服务。Keep abreast of all modifications to accounting policies and procedures了解所有更新的政策情况。Attend to guests’ request of using the service of safety box at all times很据客人的要求随时提供保险箱服务。Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs充分了解所有的促销活动和政策包括季节性包、常旅客计划,和忠诚度计划Attend to guest’s complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if he/she unable to assist在不能解决客人的投诉，询问和要求的情况下，寻求主管或者大堂经理的帮助。Ensure that the guests depart the hotel with a positive impression of hotel service确保给已经离开的客人留下一个完美的印象。Perform the audit balances and prepare all reports for audit in an orderly fashion执行审计结余，有序的准备所有审计报表。When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals当上夜班,检查报告,准备早上晚报告和为预抵客人准备相应的报表。Maintain comprehensive knowledge of standard reservation procedures拥有全面的标准预定知识。Maintain exemplary department standards of behavior and appearance and attitude能够作为部门行为，外观和态度的标准。Ensure front desk work area is kept clean and in an orderly state at all times保持前台工作区域的干净，整洁有序。Is fully aware of the Credit policy充分了解信用政策。Adhere to OH&S policies and procedures坚持职业健康和安全的政策和程序Perform related duties and special projects assigned执行相关的工作职责以及分派的特殊任务。 PERSONAL ATTRIBUTES个人特质Strong written and verbal communication skill in English流利的英语书写和口头交流Able to develop rapport with and gain support from Colleagues and Management staff与同事和管理者保持良好的工作关系。Ability to work cohesively with co-workers as part of a team有较强的团队合作能力Ability to focus attention on guest needs, remaining calm and courteous at all times可以把工作重心放在客人需求，任何时候保持冷静和有礼貌Ability to promote positive relations with all guests and patrons有能力积极提高与酒店客人以及业主的关系Able to exercise good judgment with difficult guests可以从投诉客人处得到不错的评价Understanding and ability to work in a multi-cultural environment理解并有能力在一个多文化环境下工作
【岗位要求】
1、大专以上文化程度，流利的英语口语；
2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感；
3、通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。