Duties and Responsibilities工作職責(zé)
· At all times well groomed, have a pleasant disposition, greet guests with the most hospitable attitude upon arrival at the hotel, and willing to offer assistance at all times
· 隨時(shí)保持外表整潔及良好的站姿，在客人到達(dá)時(shí)，以最熱情的態(tài)度迎接客人，并主動(dòng)地為客人提供幫助。
· Maintain the entrance and main door area clean and tidy, free of obstacles and ensue that traffic through the driveway is controlled
· 保持主要入口的干凈及整潔，確保進(jìn)入酒店車道的順暢。
· Obtain taxis for guests as required and do your best to ensure the guests are not overcharged by taxis by either negotiating with the taxi driver himself, or by cautioning the guest to be on alert
· 在需要時(shí)，為客人招出租車，為避免乘客被出租車司機(jī)多收費(fèi)，應(yīng)與出租車司機(jī)協(xié)調(diào)或提醒乘客注意。
· Knowledgeable in assisting guests in requests for transport and other information
· 在需要時(shí)，為客人提供交通信息或其他信息。
· Assist with heavy packages, coats, suitcase, etc. being alert to give assistance courteously and quickly, before having to be asked
· 在客人要求前，主動(dòng)、迅速、有禮貌地幫客人提重的行李、外套、皮箱等。
· Maintain a willingness to please attitude and give undivided attention to any approaching guest
· 保持積極、樂(lè)觀態(tài)度，認(rèn)真關(guān)注每位到達(dá)酒店的客人。
· Adhere to guest checking in and checking out procedures pertaining to baggage handling
· 在處理客人行李時(shí)，了解客人登記及結(jié)賬手續(xù)。
· Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and Priority Club members
· 在主要的門(mén)口迎接客人，特別關(guān)注當(dāng)天到達(dá)的回頭客和優(yōu)悅會(huì)員。
· Has presence and alerts Security or Duty Manager whenever a suspicious looking person or troublemaker is present
· 在發(fā)現(xiàn)可疑人物或搗亂者時(shí)，提醒安全部門(mén)或值班經(jīng)理注意。
· Assist arriving and departing guests by opening and closing car and taxi doors
· 協(xié)助到達(dá)和離開(kāi)的客人開(kāi)、關(guān)車門(mén)。
· Maintain a spotless Porte and Drive way smoothly.
· 保持良好的站姿及車道的暢通。
· Guide the guest to the Front Desk and wait behind the guest during the check-in. Keep eyes on the Front Desk Clerk who provides the signal for you to step forward and receive the room and rooming booklet from the Front Desk Clerk. Without delay, escort the guests accordingly.
· 引導(dǎo)客人到前臺(tái)，在客人登記時(shí)，站在客人后面等待客人，注意觀察前臺(tái)接待給出的房間號(hào)，拿到房間號(hào)后，立刻陪同客人到房間。
· Be familiar with the layout of the hotel and memorize the preferred route for escorting guests
· 熟悉酒店布局，陪同客人到達(dá)酒店的各個(gè)場(chǎng)所。
· Room the guest in accordance with hotel standards
· 按照酒店標(biāo)準(zhǔn)，引導(dǎo)客人到房間。
· Be familiar with the lift workings and emergency stairs
· 熟悉電梯的運(yùn)作及酒店緊急通道。
· Provide information to guests about the hotel facilities and services
· 為客人提供有關(guān)酒店設(shè)施及服務(wù)的信息。
· Provide guest services and guidance
· 為客人提供服務(wù)及引導(dǎo)。
· Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they pass through the lobby, remaining alert to situations where he can be of assistance to guests
· 知道客人的名字，特別是回頭客、長(zhǎng)期的住店客人及定期的住店客人的名字，在客人通過(guò)大廳時(shí)，主動(dòng)詢問(wèn)客人是否需要幫助。
· Maintain a well groomed hair style and wear clean, shiny well polished shoes and a neat uniform while on duty
· 上班時(shí)保持個(gè)人穿著整潔，發(fā)型整齊，皮鞋锃亮。
· Help other employees in department, replacing them temporarily when necessary
· 必要時(shí)幫助其他員工工作。
· Keep Trolleys clean all the time and every night shift needs to clean all Trolleys
· 隨時(shí)保持行李推車的清潔，每個(gè)夜班都要擦拭所有行李推車
· Keep the baggage room clean and in order before going off duty on each shift
· 在值班期間，保持行李房干凈及整潔。
· Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by the concierge
· 準(zhǔn)備報(bào)紙的發(fā)送，按照行李員領(lǐng)班的要求把報(bào)紙送到客人房間。
· Use the Duty Log to document matters of importance
· 用值班記事薄記錄重要事情。
· Arrange transport and coordinate luggage
· 安排交通并協(xié)助客人提行李。
· Assist guest purchase items. Be aware can only purchase Counter medicine under the Doctor’s description
· 可以幫助客人購(gòu)買(mǎi)東西。只可在有醫(yī)生開(kāi)具藥品處方的情況下幫助購(gòu)買(mǎi)普通藥品。
· Provide escort guest outside under requested
· 在客人的要求下可陪同客人外出
· Assist guests with all inquiries, both hotel and non-hotel related
· 回答客人有關(guān)酒店及非酒店的質(zhì)疑。
· Conduct effective shift briefings to ensure hotel activities and operational requirements are known
· 有效制作值班簡(jiǎn)報(bào)，確保員工知曉酒店活動(dòng)及操作要求。
· Maintain detailed knowledge of the activities of the day and alert to any potential problems
· 詳細(xì)了解酒店日常活動(dòng)，警惕潛在問(wèn)題。
· Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
· 詳細(xì)了解酒店附近的各個(gè)地方，如：餐廳、劇院、購(gòu)物中心、電影院、娛樂(lè)場(chǎng)所、銀行、領(lǐng)事館、車站及其他特殊場(chǎng)所。
· Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards
· 按照酒店標(biāo)準(zhǔn)，確保表格、小冊(cè)子的供給。
· Consult Log Book for information/request left by outgoing shift
· 查看前一個(gè)值班在記事薄里留下的信息。
· Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy
· 按照酒店政策，處理送給客人的郵件、信息、傳真、電報(bào)及其他特殊物品。
· Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests
· 處理客人送出的郵件、包裹郵資及貨物。
· Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed
· 按照酒店鑰匙政策，確保客人鑰匙、前廳保存的其他鑰匙的順序及安全。
· Receive telephone calls and take messages for guests who are out, in accordance with hotel policy
· 按照酒店政策，在接到外出客人電話時(shí)，留言給客人。
· Record incoming registered mail, telegram, parcel, telex in appropriate file
· 存檔記錄好客人的掛號(hào)信、電報(bào)、包裹。
· Perform other duties as maybe assigned by superiors
· 完成上級(jí)布置的其他工作
Required Skills –
技能要求
· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
· 擁有在與他人交往時(shí)大多數(shù)時(shí)間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力
· Able to read and write English
· 能夠讀寫(xiě)英語(yǔ)
Qualifications –
學(xué)歷
· High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
· 具有高中或酒店行政管理，酒店管理或相關(guān)的專業(yè)證書(shū)。
Experience –
經(jīng)歷
· 6 months experience in guest service or customer service, or an equivalent combination of education and experience.
· 擁有6個(gè)月賓客服務(wù)部工作經(jīng)驗(yàn)，或與此相當(dāng)?shù)慕逃拖嚓P(guān)工作經(jīng)驗(yàn)結(jié)合的背景。
