行政楼层服务员 Executive Floor Agent

Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Kempinski Experience Assessment (KEA) standards.
根据凯宾斯基和凯宾斯基体验评估（KEA）标准，以友好和关怀的方式为入住和离店客人提供服务。
Ensure that KEA results are above 85%.
确保KEA分数达到85%或以上。
Upon check in, register guest and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.
为客人办理入时，为客人登记并安排房间。如有需要，协助客人填写登记卡。根据客人的需要，提供适当的销售建议，促进酒店客房和其他服务的销售。确认客人的付款方式并遵循既定的信用检查程序，或将现金付款转至收银员。
Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
客人离店时，按SOP标准办理客人退房手续。查询最后一分钟的消费。接收客人付款。结算帐户并提供账单副本和发票。
Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float.
处理当班期间所有的交易，如在客人账户下挂账或外币兑换。在班次结束时，平现金账。
Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.
以友好和关怀的方式回答所有客人的要求和问题，无论是通过电话还是面对面沟通，提供/接收信息并采取适当的行动或将事宜提交给相关人员处理。不包括提供保险箱服务，或处理投诉。
Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
需与客房部协调房间状态，如通知延迟退房，提前入住和其他特殊要求。
Keep informed of product and service knowledge as well as the hotel daily and meeting activities.
掌握产品和服务知识以及酒店的日常和会议活动。
Possess a working knowledge of the room reservation procedures.
具备房间预订的工作知识和操作技能。
Maintain the neatness of their working area.
保持工作区域的整洁。