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

JOB TITLE: Guest Service Agent-Reception

职位：前台接待员

AREA/DEPARTMENT: Rooms Division/Front Office

部门：房务部/前厅部

JOB LEVEL: 9

级别 9

HOTEL BAND: I - V

酒店级别 5

REPORTS TO: Guest Service Supervisor –Reception/Front Office Manager 汇报给：前台主管/前厅部经理经理

POSITIONS SUPERVISED: Nil

监管下属: 无

JOB SCOPE: Under the general direction of the Front

Office Manager or his / her delegate and within the

limits of established InterContinental Hotels Group

brand and local policies and procedures, responsible for

all activities relevant to the Front Desk such as the

reception, check in / out, rooming of all Hotel guests,

foreign exchange and assisting them with inquiries.

Promotes the desired work culture around the five core

values of Trust, Integrity, Respect, One Team and

Service of the InterContinental Hotels Group and the

brand ethos.

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: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards.

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: ………………………

Key Responsibilities主要职责

•Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity

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

•Registers and rooms all arrivals according to established procedures 根据相关程序登记所有的入住客人

•Maintains intimate knowledge of departmental standards and procedures 熟知部门的标准和程序

•Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation 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

•Maintains cashier float and ensures accurate daily report of all money received

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

•Cashes hotel guest’s personal and travelers checks and assists with currency exchange

协助客人外币和旅行支票兑换服务

•Keeps abreast of all modifications to accounting policies and procedures

与同事一起共同遵循和保证所有财务政策和程序的更新

•Responsibl e and attends to guest’s request of using the service of safety box at all times

随时关注和负责客人的保险箱服务

•Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs

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•Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist

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

•Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels

熟悉洲际集团的其他酒店以便推销和为客人预定

•Does everything possible to ensure that the guests depart the hotel with

a positive impression of hotel service

确保客人在离店以前留下良好的影响作出一切努力

•Performs the audit balances and prepares all works for audit in an orderly fashion

有计划和条理的执行平账和作足相关的准备工作

•When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival

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•Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems

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