前台接待员Guest Service Agent

岗位职责/职位描述
Position Summary 职位概述：
1.负责酒店前台日常接待工作，包括为客人办理入住、退房手续，处理预订及变更需求。Responsible for the daily reception work at the hotel front desk, including handling check-in and check-out procedures for guests, as well as processing reservation and change requests.
2.解答客人咨询，提供酒店服务、设施及周边信息的专业介绍。Answer guests' inquiries, provide professional introductions about hotel services, facilities and surrounding areas.
3.准确处理现金、信用卡等支付方式，确保账务清晰无误。Properly handle payment methods such as cash and credit cards, ensuring that the accounting records are clear and error-free.
4.定协调客房部、餐饮部等部门，及时响应客人需求及投诉。Coordinate the housekeeping department, catering department and other departments to promptly respond to guests' needs and complaints.
5.查看交班记录，了解上一班的移交事项，并负责处理。Review the shift handover records to understand the matters transferred from the previous shift and be responsible for handling them.
6.制作有关报表，为其它部门提供准确的接待信息。Prepare relevant reports to provide accurate reception information for other departments.
7.熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取的经济效益。Be familiar with all the policies related to room sales in the hotel, promote rooms to the guests who come to the hotel, and strive to achieve the economic benefits.
工作技能技巧要求：Specific Job Knowledge, Skill and Ability:
1.年龄18-35岁，形象端正，普通话流利，具备基础英语沟通能力优先。Age range: 18 - 35 years old. Good appearance. Fluent in Mandarin. Basic English communication skills are preferred.
2.服务意识强，耐心细致，能灵活处理突发情况。Strong service awareness, patient and meticulous, able to handle unexpected situations flexibly.
3.能适应倒班制（含夜班），工作责任心强。Capable of adapting to the shift system (including night shifts), with strong sense of responsibility at work.
4.无经验者可接受系统培训，有酒店前台或客服经验者优先。Those without experience can receive systematic training. Those with experience in hotel front desk or customer service will be given priority.