Front Desk Agent 前台接待员
地点 Renaissance Xi'an Hotel, 西安, 山西 在地图中查看
品牌 Renaissance Hotels
SPECIFIC DUTIES 工作任務 :
l 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.
l Attend daily briefings conducted by the Assistant Front Office Manager/Guest Service Manager at the beginning of each shift.
l Maintain cash float and accurately handle monies at all times.
l Review arrival information on a daily basis; VIP, Regular guests, Groups, special requests etc.
l Check house status.
l Assign the rooms according guest’s request, preference and rooms control policy. Set up pre-registered and VIP reservations.
l Performs room, rate and/or name changes.
l Check in & check out individual guests and group.
l Check all arriving tours and do room assignments. Make copies of final tour list.
l Review the name billing for the departure VIP/Long staying/group/meeting group’s billing, and make the necessary preparation.
l Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.
l Consistently strive to meet and exceed the expectations of both internal and external guests.
l Demonstrate comprehensive knowledge of Front Office procedures and computer system such like Opera and key card system.
l Deal with all guest requests promptly, taking personal responsibility to ensure guest satisfaction.
l To check all mails messages, packages and other items held for arrival guest.
l Use guest name whenever possible in accordance with hotel standards.
l Handle guest messages, facsimiles and mail, ensuring that the information is passed on are accurate, complete and promptly delivered.
l Convey information and messages to appropriate personnel in a timely and efficient manner.
l Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.
l Promote the hotel and Wanda products and services.
l Maintain a high level of product and service knowledge in order to explain and sell services and
facilities to guests.
l Be aware of facilities and points of interest within the city and surrounding areas to assist with any guest inquiries.
l Be familiar with all room types, availability, rates, group movements and billing, daily events, promotions, VIP’ s and frequent guests.
l Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of Marriott.
l Ensure all necessary information is obtained upon check-in, following hotel credit procedures.
l Be familiar with all vouchers and group billing procedures.
l Assist with daily Marriott Member and frequent guest program administration.
l Adhere to hotel credit procedures and policies at all times.
l Handle the guest checkout process, ensuring billing processes and manual postings are conducted in accordance with hotel standards.
l Be fully conversant and efficient in dealing with foreign currencies and their exchange rates in order to provide foreign exchange services to guests.
l Issue safety deposit boxes, cut and issue guest room keys in adherence with hotel security policy and procedures.
l Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and any guest’s request are recorded.
l Maintain a clean and tidy work area in accordance with the hotel standards.
l Adhere to hotel policy regarding uniform and personal presentation.
l Ensure that the Duty Manager is informed immediately of any emergency, security or health & safety matter.
l Any other duties as may be assigned from time to time.