Duties and Responsibilities工作職責 PEOPLE員工團隊 ·???????? High awareness of Guest service and sense of? Job Responsibility? 有對客服務(wù)意識和較強的工作責任心 ·???????? Positively? achieve all the training course assigned by serving section 積極認真完成部門安排的各項培訓 ·???????? Be familiarized in and obey all the policies or regulations of the hotel 認真了解并嚴格遵守酒店規(guī)定的各項政策與制度 ·???????? Be familiarized in and obey all the policies of the section; Follow any reasonable arrangement? 認真了解并嚴格遵守部門制度；服從部門的合理安排 ·???????? Sense of Team work and sharing experience 有團隊幫助與分享精神 ·???????? Sense of Positive communicating and reaching for help 有積極溝通并尋求幫助的意識 ? GUEST EXPERIENCE賓客體驗 ·???????? Be stationed at entrance to Hotel lobby to welcome all guests into the hotel ·???????? 在酒店大堂的入口歡迎所有進入的客人。 ·???????? Make sure we leave 1st impressions on our guests in an excellent way. 確保我們給我們的客人留下了美好的第一印象。 ·???????? Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity? 隨時以友好和樂于協(xié)助的態(tài)度迎接客人，并盡量了解和稱呼客人的名字。 ·???????? Registers and rooms all arrivals according to established procedures 按照既定工作程序為所有來客登記并安排房間。 ·???????? Maintains intimate knowledge of departmental standards and procedures 熟知部門標準工作程序。 ·???????? Keeps abreast of all modifications to accounting policies and procedures 隨時留意會計政策和工作程序的變化 。 ·???????? Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs. 熟知所有特別促銷活動，如：季節(jié)性套餐計劃、常客優(yōu)惠計劃以及洲際酒店集團忠實方案。 ·???????? Assisting attends to guest’s complaints, inquiries and requests, referees problems to Manager if he/she unable to assist 協(xié)助處理客人的投訴、問詢和請求，如果自己無法提供協(xié)助，則將問題轉(zhuǎn)給經(jīng)理。 ·???????? Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service 盡一切努力確保客人在離店時會對酒店的服務(wù)有很好的印象。 ·???????? Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read e-mail, messages, and how to interpret availability sources within the reservation systems 全面了解標準的預訂工作程序，包括如何正確使用表格，如何讀電子郵件和留言，以及如何在預訂系統(tǒng)內(nèi)對房源情況進行解讀。 ·???????? Ensure arrival list for the current day is check at the start of the shift to ensure all guest profile notes and preferences are fully understood. 確保在值班開始時檢查當日預進客人名單，以保證所有客人的客史備注和喜好都被跟進。 ·???????? Assist guest with luggage if required 如果有需要需幫助客人拿行李。 ·???????? Escort the guest to the check in counter. 伴隨客人到辦理入住的柜臺。 ·???????? Serve welcome drink. 呈上歡迎飲料。 ·???????? Offer site inspection of the rest of the hotel (Restaurants, Bar, SPA, Gym, Concierge desk) 主動介紹酒店其它區(qū)域的服務(wù)（餐廳、酒吧、水療、健身房、禮賓臺）。 ·???????? You have to attend all training courses on time and you ensure that the training which you attend will be followed up by together with your Manager. 你必須按時參加所有的培訓課程并且確保你參加的培訓應(yīng)由你的經(jīng)理一起跟進完善。 ·???????? You will at all times show a professional image of the Intercontinental Nanjing in from of all guests. 你應(yīng)隨時在所有客人面前都展現(xiàn)出專業(yè)的形象。 ·???????? Record all the needs and preferences of each guest into the guest history log book on a daily basis. 每天都在賓客客史檔案里記錄下每個客人的所有需求和喜好。 ·???????? You will focus on all what’s the guest needs. 你應(yīng)關(guān)注于客人的需求。 ·???????? It is responsibility of the employee to ensure that you learn and remember what you have been taught. 員工有責任確保學習并記住被告知內(nèi)容。 ·???????? Make sure the guest feels “The ICGZ” is his home away from home. 確保客人感受到“廣州保利洲際酒店是他的家外之家”。 ·???????? Respond to guest needs at any time, make them feel welcome. 任何時刻都為客人的需求負責到底，令他們感到溫馨。 ·???????? Follow the greeting standards towards any customer (internal& external) at any time. 在任何時刻遇見任何客人（店內(nèi)和店外）都應(yīng)按照標準問好。 ·???????? Coordinate with Concierge to arrange restaurant bookings, theatre, limousine, sightseeing and etc. 與禮賓部溝通以安排餐廳預訂、劇院、車輛、觀光等等。 ·???????? Make sure before the guest arrival the room is clean and the amenities are in the room. 在客人到店之前確保房間是干凈的且備品均配備在房間。 ·???????? Coordinate with kitchen and HSKP that all guest preferences and requests are fulfilled 與廚房和客房中心溝通以滿足所有客人的喜好和需求。 ·???????? Report complaints from Club Floor guests to your Supervisor. Respond to guest needs at any time 任何時刻都應(yīng)跟進客人的需求。 FINANCIAL RETURNS財務(wù)回報 ·???????? Think economical for the department at any time. 在任何時刻都從部門的經(jīng)濟角度考慮。 ·???????? Do not waste anything. 絕不浪費任何物品。 ·???????? Never use anything which is there for the guest unless your Manager has authorized you to do so ????? 除非得到你的經(jīng)理授權(quán)，決不允許使用任何客用品。 RESPONSIBLE BUSINESS企業(yè)責任 ·???????? Ensure cleanliness of all Hotel lobby areas at any time. 任何時刻都應(yīng)確保酒店大堂入口區(qū)域的整潔衛(wèi)生。 ·???????? Follow up regular cleaning schedules. 跟進完成日常衛(wèi)生值日表。 ·???????? Report to your Manager if not enough stock is available. 如果出現(xiàn)庫存物品不足應(yīng)匯報給你的經(jīng)理。 ·???????? Ensure all the working equipment is functional 確保所有的工作設(shè)施設(shè)備運行正常。 ·???????? Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand 按照洲際酒店集團品牌的預期保持自己行為、外表和態(tài)度的高標準。 ·???????? Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times 隨時保持前臺工作區(qū)域的整潔和有序，并以此作為自己的個人興趣和驕傲 。 ·???????? Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard 力爭保持酒店的高標準，特別注意洲際酒店集團忠實計劃會員及其它貴賓的重要性，并重視酒店的健康和安全隱患等問題。

Gives prompt efficient and courteous servicesto guests, members, and visitors. 為客人，會員和參觀者提供及時有效率和禮貌的服務(wù)。 When possible, quickly acts on complaints ofguests’ timely relay all other complaints to manager. 如果可能，及時，迅速的處理客戶的投訴，并向領(lǐng)導者和經(jīng)理反應(yīng)。 Reports repair and maintenance problems timelyto Team Leader. 及時的向領(lǐng)導報告修理和保養(yǎng)問題。 Familiarizes self with facilities, activities,equipment, services and other pertinent information in order to provide guestwith accurate information. 為了更好的為客人提供精確的信息，要熟悉自己服務(wù)的設(shè)備，活動和裝備以及相關(guān)的服務(wù)信息。 Ensures facilities and equipment are clean,orderly and well maintained. 保證設(shè)備和裝備的整潔，整齊，有序。 Ensures guests’ amenities, towels, linen andother guests needs have ample supply. 確保為客人提供充足的毛巾，浴巾。 Conducts activities and services for guests,members and registered children while giving proper instruction and safetyreminders. Abides by rules & regulations and policies and procedures ofhotel. 為客人，會員和登記進入的兒童給予適當?shù)陌踩甘尽Ｗ袷仫埖甑囊?guī)章制度和程序。 Attends scheduled training, participatesactively in employee activities. 參加定期的培訓例會，積極參與員工活動。 Adheres to specified hygiene and personalappearance standards. 遵從明確的個人衛(wèi)生標準和個人形象。 Participates in activities concerningprotection of environment guests??? 參加環(huán)保活動。 Update and input all revenue collected andpayment into the computer. 在電腦里更新并儲存所有的收入報表。 Update analysis, membership record, andmembership cards etc. into the computer. 在電腦里更新并儲存每日分析報表、會員記錄和會員卡。 Manage and upkeep the office equipment andadministrative file. 保存辦公文具和管理檔案。 Liaise with the membership card making companyand coordinate with the representative with regards to the member’s membershipcard issue and ensure its smooth transitions. All membership cards must nottake more than 2 weeks to produce unless it’s a public holiday, this isunforeseen. All membership cards can only be processed upon manager approval. 協(xié)助會員卡生產(chǎn)商制作和發(fā)放會員卡，確保會員卡及做好。所有會員卡需在兩周內(nèi)完成制作，公共假期除外。會員卡需在經(jīng)理批準后才可以制作。 All membership renewal, Kiosk sales and alsoto collect and update all reports of other section manager. 會員更新、小商品銷售信息也需及時更進并向部門主管匯報。 Ensures only qualified persons such as in-house guests, members and guests who paid the entrance fee are allowed to usethe facilities. 只保證那些有資格的人員才能使用健身中心的設(shè)備，如住店客人，會員和買票人員。 Type memo and do filing work. 完成發(fā)備忘錄和存檔的工作。 To have knowledge of the hotel rooms, hotelservices, relative facilities and Food and beverage outlets. 了解酒店的客房，酒店的服務(wù)，相關(guān)設(shè)施和餐飲部門的相關(guān)信息。 Ensure health and safety codes are implementedand oversee the personal hygiene and grooming standards of departmentassociates. 確保安全規(guī)范得到應(yīng)用并關(guān)注部門員工的儀表標準。 Maintain and strive for high levels of guestsatisfaction by maintaining and promoting good customer relations anddeveloping guest focus in the recreation team. 通過與客人建立良好的關(guān)系，以客人為中心來爭取客人最佳滿意度。 Practice Hilton Service; set an example to befollowed. 時刻奉行希爾頓服務(wù)精神，為其它員工樹立良好的榜樣。 Lead by example: Provide a gracious andproactive hospitality towards all customers. 以身作則，為客人提供周到細致的服務(wù)。 Report to work on time with proper uniform,including nametag. Personal appearance must comply with the standard of thehotel. 按照到崗、制服穿戴干凈整齊，佩帶名牌。個人形象和儀容儀表必須符合酒店規(guī)定。 At all times strive to represent Hilton in themost professional, courteous manner. 時刻以最專業(yè)謙恭的形象代表希爾頓集團。

崗位概述 酒店前臺接待員是酒店與客人之間的第一接觸點，負責為客人提供高效、友好的服務(wù)，確保客人在入住期間獲得優(yōu)質(zhì)的體驗。前臺接待員需要具備良好的溝通能力、服務(wù)意識和應(yīng)變能力，能夠處理客人的各種需求，確保酒店運營順暢。 崗位職責 接待服務(wù)熱情、禮貌地迎接客人，辦理入住和退房手續(xù)，確保信息準確無誤。 為客人提供酒店設(shè)施、服務(wù)、周邊景點及交通信息的詳細介紹。 處理客人的問詢、需求及投訴，及時解決問題并反饋給相關(guān)部門。 預訂管理接聽電話、郵件及在線預訂，處理客人的預訂請求，確保預訂信息準確錄入系統(tǒng)。 協(xié)調(diào)客房分配，確保房間安排合理，滿足客人的特殊需求（如無煙房、加床等）。 收銀與賬務(wù)處理處理客人的支付、結(jié)賬及發(fā)票開具，確保賬務(wù)準確無誤。 管理現(xiàn)金、信用卡等支付方式，確保資金安全。 客戶關(guān)系維護記錄客人的特殊需求及偏好，提供個性化服務(wù)，提升客人滿意度。 處理會員卡申請及積分管理，維護客戶關(guān)系。 日常運營支持保持前臺區(qū)域的整潔、有序，確保工作環(huán)境符合酒店標準。 與其他部門（如客房部、餐飲部、安保部）保持良好溝通，確保信息傳遞及時準確。 協(xié)助處理突發(fā)事件，如客人遺失物品、緊急醫(yī)療情況等。 系統(tǒng)操作與記錄熟練使用酒店管理系統(tǒng)，確保信息錄入準確。 記錄每日工作日志，整理并提交相關(guān)報表。 任職要求 教育背景高中及以上學歷，酒店管理、旅游管理或相關(guān)專業(yè)優(yōu)先。 工作經(jīng)驗1年以上酒店前臺或客戶服務(wù)相關(guān)工作經(jīng)驗，有星級酒店經(jīng)驗者優(yōu)先。 技能要求熟練使用辦公軟件（如Word、Excel）及酒店管理系統(tǒng)。 良好的中英文溝通能力（或其他外語能力），能夠與不同國籍客人交流。 具備較強的服務(wù)意識、應(yīng)變能力及團隊合作精神。 個人素質(zhì)形象氣質(zhì)佳，親和力強，具備良好的職業(yè)素養(yǎng)。 工作細致、耐心，能夠承受一定的工作壓力。 具備良好的時間管理能力，能夠高效處理多任務(wù)。

崗位職責： 1、為顧客辦理入住、離店手續(xù)； 2、負責訪客的接待及相關(guān)訪客留言的處理； 3、處理顧客投訴及被安撫； 4、提供客人叫醒、問詢服務(wù)； 5、負責總機接聽 崗位要求： 1、良好的形象氣質(zhì)，工作細致嚴謹，具良好的溝通能力、服務(wù)意識及團隊合作精神； 2、能講流利的普通話； 3、能配合輪班工時制； 4、有相關(guān)工作經(jīng)驗者優(yōu)先。