酒店前台接待员工作岗位描述(中英文)

酒店前台接待员工作岗位描述JOBTITLE:GuestServiceAgent-Reception职位：前台接待员AREA/DEPARTMENT:RoomsDivision/FrontOffice部门：房务部/前厅部JOBLEVEL:9级别9HOTELBAND:I-V酒店级别5REPORTSTO:GuestServiceSupervisor–Reception/FrontOfficeManager汇报给：前台主管/前厅部经理经理POSITIONSSUPERVISED:Nil监管下属:无JOBSCOPE:UnderthegeneraldirectionoftheFrontOfficeManagerorhis/herdelegateandwithinthelimitsofestablishedInterContinentalHotelsGroupbrandandlocalpoliciesandprocedures,responsibleforallactivitiesrelevanttotheFrontDesksuchasthereception,checkin/out,roomingofallHotelguests,foreignexchangeandassistingthemwithinquiries.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethos.工作范围：服从前厅部经理或授权主管的全面指示，执行和遵循洲际酒店集团和当地酒店的政策和程序，负责前台的相关工作，协助客人入住，退房，陪同客人到房间以及协助其他相关的要求。发扬企业工作文化的5个重要价值，信任，诚信，尊重，一个团队与服务洲际酒店集团的品牌品质。TESTIMONIAL:IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.证明:我确认细读了所有职责，同意按照工作职责的要求工作并到达所规定的标准。Signature签名：………………………………………………………………………………………Date日期:………………………KeyResponsibilities主要职责Greetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunity友好热情的欢迎和接待所有客人,努力自我学习及称呼客人的名字Registersandroomsallarrivalsaccordingtoestablishedprocedures根据相关程序登记所有的入住客人Maintainsintimateknowledgeofdepartmentalstandardsandprocedures熟知部门的标准和程序Performscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservation在电脑系统中准确操作入住,退房和换房,保证预定的一致性,和其他部门紧密协作满足客人要求Maintainscashierfloatandensuresaccuratedailyreportofallmoneyreceived确保备用金的准确性，确保收入和报表相对应的现金交易一致Casheshotelguest’spersonalandtravelerschecksandassistswithcurrencyexchange协助客人外币和旅行支票兑换服务Keepsabreastofallmodificationstoaccountingpoliciesandprocedures与同事一起共同遵循和保证所有财务政策和程序的更新Responsibleandattendstoguest’srequestofusingtheserviceofsafetyboxatalltimes随时关注和负责客人的保险箱服务Knowledgeableofallspecialpromotionprocedures,forprogramssuchas;SeasonalPackages,FrequentFlyersPrograms,andalsoIntercontinentalHotelsGroupLoyaltyprograms熟悉所有推广的程序，比如，季度推广，航空会员计划，国际酒店集团的忠诚计划Attendstoguest’scomplaints,inquiriesandrequests,refereesproblemstosupervisor/AssistantManagerifhe/sheunabletoassist关注并满足客人的投诉、要求,在不能解决的情况下立即汇报主管或经理IsfamiliarwithotherIntercontinentalHotelsandResortssothatguestindicatinganynextdestinationontheregistrationcardcanbe“sold”anonwardbookingtoanotherInterContinentalHotels熟悉洲际集团的其他酒店以便推销和为客人预定Doeseverythingpossibletoensurethattheguestsdepartthehotelwithapositiveimpressionofhotelservice确保客人在离店以前留下良好的影响作出一切努力Performstheauditbalancesandpreparesallworksforauditinanorderlyfashion有计划和条理的执行平账和作足相关的准备工作Whenonnightshift,checksnightreport,preparethemorningreportandprepareallnecessaryformsfortheguestarrival夜班期间，检查所有的相关报表，准备次日的报表和次日到达客人相关报表Maintainscomprehensiveknowledgeofstandardreservationproceduresincludingcorrectformstouse,howtoreadtelex,e-mail,messages,andhowtointerpretavailabilitysourceswithinthereservationsystems熟悉全面的知识技能,包括预定的程序,表格的正确使用、电邮和留言的读取,预定系统的操作MaintainsexemplarydeportmentstandardsofbehaviorandappearanceandattitudeasexpectedinaICHGBrand保证行为和表现和酒店品牌保持一致Takespersonalinterestandpridetoensurethatthefrontdeskworkareaiskeptcleanandinanorderlystatealalltimes主动积极的检查确保所有前台工作区域的干净和有条理EndeavorstomaintainthehighstandardsofthehotelwithparticularregardtotheimportanceofICHGLoyaltyProgrammemberandotherVIP’sandwithreferencetohotelandtobeahealthorsafetyhazard努力为酒店的会员和贵宾创造一个安全,优雅,高品质服务Performsothertasksasassigned完成其他分配的任务OccupationalHealthandSafetyResponsibilities职业健康和安全职责DemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&Sguidelinesandensureyourdirectreportsdothesame熟悉职业保健、安全职责相关政策和程序，以确保所有程序能得以安全地执行，并在职业保健和安全职责方针的指导下确保行为落到实处Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures了解并坚持职业的、健康的、安全地立法、政策和程序Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly熟悉酒店安全，急救，消防，和紧急情况的处理程序，并能正确的使用相关的设备Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers及时对危险的情形采取补救措施，并对主管通报存在的潜在危险Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements按酒店的要求，记录安全事故和意外事故KeyCompetencies主要能力KeyTasks主要任务TakingResponsibility责任感Striveforconstantimprovementandtakeresponsibilityforyourownperformance努力不断的提高自己的工作表现AdheretoInterContinentalHotelGroupCorporateCodeofConduct坚持洲际酒店集团的管理模式AdheretoHotelHandbookandgeneralpoliciesandprocedures坚持员工守则和总的政策与程序AdheretoFrontOfficePoliciesandProcedures坚持部门的政策与程序ReportproblemstoManagementwithsuggestionsforresolution向管理部门反应问题并提出解决建议UnderstandingMyJob了解自己的工作Clarifiesownjobresponsibilitiesandlooksforopportunitiesthatwillincreaseskillsandjobknowledge清楚自己的工作职责，并寻找提高自己工作技巧和知识的机会Understandshowtheirrolefitswithothersandcontributestothesuccessofbusiness了解自己在团队合作中的角色，并为部门的成功做出贡献Understandsthehotel’sfacilities,productsandservices了解酒店的各种设施设备，产品和服务Providesinformationwhenrequestedandpromoteshotel’sservices,facilitiesandspecialevents当客人询问时提供信息，并推荐酒店的服务，设施和特别活动