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1. 了解酒店產(chǎn)品知識、包括餐飲、客房、宴會、健身等設(shè)施，能夠回答客人關(guān)于這些方面的所有問題。 Have knowledge about hotel product knowledge, including Food& Beverage, Guest Room, Banquet, Health club ect and can answer all these questions to our guest. 2.全面了解酒店的各項(xiàng)規(guī)定和程序及部門標(biāo)準(zhǔn)操作程序。 Have a complete knowledge of hotel policies and procedures as well as departmental SOP. 3.按照標(biāo)準(zhǔn)禮儀在鈴響三聲內(nèi)接起電話；熱情友好問候客人，對于酒店內(nèi)客人要稱呼姓名。 Answer the phones according to the standards of proper etiquette and within three rings;Greeting guest friendly and warmly. Address in-house guest by name. 4. 每班上崗前參加前廳副經(jīng)理/賓客服務(wù)經(jīng)理主持的交班會。 Attend daily briefings conducted by the Assistant Front Office Manager/Guest Service Manager at the beginning of each shift. 5.任何時候確保備用金充足和準(zhǔn)確。 Maintain cash float and accurately handle monies at all times. 6.每班檢查當(dāng)日抵店客人信息，包括貴賓、回頭客人、團(tuán)隊(duì)的情況以及特別要求。 Review arrival information on a daily basis; VIP, Regular guests, Groups, special requests etc. 7.按照客人的訂房要求和喜好以及房間控制的政策分房。準(zhǔn)備需要預(yù)分配的房間和貴賓預(yù)訂。 Assign the rooms according guest’s request, preference and rooms control policy. Set up pre-registered and VIP reservations. 8.執(zhí)行換房，改價或更改姓名。 Check in individual guests and group. 9.為團(tuán)隊(duì)和散客辦理入住手續(xù)。 Check all arriving tours and do room assignments. Make copies of final tour list. 10. 提前查看預(yù)計退房的貴賓/長住客/團(tuán)隊(duì)/會議團(tuán)隊(duì)的賬單，并做必要的準(zhǔn)備。 Review the name billing for the departure VIP/Long staying/group/meeting group’s billing, and make the necessary preparation. 11. 為散客和團(tuán)隊(duì)辦理退房手續(xù)。 Check out individual guests and groups. 12. 通過觀察或與其他同事的交流預(yù)見客人的需求，提供快速高效以及個性化的服務(wù)。 Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates. 13. 始終努力達(dá)到和超越外部和內(nèi)部客人的期望。 Consistently strive to meet and exceed the expectations of both internal and external guests. 14. 充分掌握前廳的產(chǎn)品和電腦系統(tǒng)操，例如綠云和鑰匙卡系統(tǒng)。 Demonstrate comprehensive knowledge of Front Office procedures and computer system such like lvyun and key card system.