Marriott 职业

Front Desk Agent 前台接待员

西安, 中国
客房和宾客服务运营


职位描述

职位发布 Dec 04, 2018
职位编号 18000988
工作类别 客房和宾客服务运营
地点 Renaissance Xi'an Hotel, 西安, 山西 在地图中查看
品牌 Renaissance Hotels
编制 全职
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职位类型 非管理人员/小时工

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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.  

按照标准礼仪在铃响三声内接起电话;热情友好问候客人,对于酒店内客人要称呼姓名。

 

l  Attend daily briefings conducted by the Assistant Front Office Manager/Guest Service Manager at the beginning of each shift.

每班上岗前参加前厅副经理/宾客服务经理主持的交班会。

 

l  Maintain cash float and accurately handle monies at all times.

任何时候确保备用金充足和准确。

 

l  Review arrival information on a daily basis; VIP, Regular guests, Groups, special requests etc.

每班检查当日抵店客人信息,包括贵宾、回头客人、团队的情况以及特别要求。

 

l  Check house status.

查看房态。

 

l  Assign the rooms according guest’s request, preference and rooms control policy. Set up pre-registered and VIP reservations.

按照客人的订房要求和喜好以及房间控制的政策分房。准备需要预分配的房间和贵宾预订。

 

l  Performs room, rate and/or name changes.

执行换房,改价或更改姓名。

 

l  Check in & check out individual guests and group.

为团队和散客办理入住和退房手续。

 

l  Check all arriving tours and do room assignments. Make copies of final tour list.

查看预抵团队并分配房号。复印团单。

 

l  Review the name billing for the departure VIP/Long staying/group/meeting group’s billing, and make the necessary preparation.

提前查看预计退房的贵宾/长住客/团队/会议团队的账单,并做必要的准备。

 

l  Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.

通过观察或与其他同事的交流预见客人的需求,提供快速高效以及个性化的服务。

 

l  Consistently strive to meet and exceed the expectations of both internal and external guests.

始终努力达到和超越外部和内部客人的期望。

 

l  Demonstrate comprehensive knowledge of Front Office procedures and computer system such like Opera and key card system.

充分掌握前厅的产品和电脑系统操,例如OPERA 和钥匙卡系统。

 

l  Deal with all guest requests promptly, taking personal responsibility to ensure guest satisfaction.

对客人的要求反应迅速,主动承担责任满足客人的需求。

 

l  To check all mails messages, packages and other items held for arrival guest.

按照酒店的标准称始终称呼客人的姓名。

 

l  Use guest name whenever possible in accordance with hotel standards.

检查是否有预抵客人的邮见,包裹和其它物品。

 

l  Handle guest messages, facsimiles and mail, ensuring that the information is passed on are accurate, complete and promptly delivered.

处理客人的留言,传真和邮件,确保上述信息准确、完整、迅速的送达客人。

 

l  Convey information and messages to appropriate personnel in a timely and efficient manner.

迅速有效的传达信息和留言。

 

l  Effectively communicate and liaise with associates on all levels, understanding the importance of  teamwork within hotel operations.

有效的与其他同事沟通和联络,理解酒店运作中团队合作的重要性。

 

l  Promote the hotel and Wanda products and services.

促销饭店与万达的产品与服务。

 

l  Maintain a high level of product and service knowledge in order to explain and sell services and

facilities to guests.

维持对产品和服务的高度了解以便于向客人解释及销售服务和设施。

 

l  Be aware of facilities and points of interest within the city and surrounding areas to assist with any guest inquiries.

了解当地及周边情况,为客人提供解答及帮助。

 

l  Be familiar with all room types, availability, rates, group movements and billing, daily events, promotions, VIP’ s and frequent guests.

熟知房型、房态、房价、团队活动和账单、每日重大活动、促销、重要贵宾和常客。

l  Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of  Marriott.

确保客人受到欢迎和认知,与酒店标准和万豪标准一致。

 

l  Ensure all necessary information is obtained upon check-in, following hotel credit procedures.

确保客人入住时得到所有必要的信息,执行酒店的信用程序。

 

l  Be familiar with all vouchers and group billing procedures.

熟知所有的凭单及团队结账程序。

 

l  Assist with daily Marriott Member and frequent guest program administration.

负责万豪会员宾客及常住客的日常接待工作。

 

l  Adhere to hotel credit procedures and policies at all times.

任何时候严格执行酒店的信用政策和程序。

 

l  Handle the guest checkout process, ensuring billing processes and manual postings are conducted in  accordance with hotel standards.

处理客人退房程序,确保账单和手工入帐符合酒店标准。

 

l  Be fully conversant and efficient in dealing with foreign currencies and their exchange rates in order to provide foreign exchange services to guests.

熟悉可供兑换的外币以及兑换率以便提供外币兑换服务。

 

l  Issue safety deposit boxes, cut and issue guest room keys in adherence with hotel security policy and procedures.

提供保险箱服务,根据酒店的安全政策和程序取消和发放客房钥匙卡。

 

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.

完成工作日志,与下一班进行充分的交接,以确保所有信息被清晰传递, 所有客人要求被记录。

 

l  Maintain a clean and tidy work area in accordance with the hotel standards.

按照酒店标准,确保工作区域的清洁。

 

l  Adhere to hotel policy regarding uniform and personal presentation.

工服着装和仪容仪表符合酒店规定。

 

l  Ensure that the Duty Manager is informed immediately of any emergency, security or health & safety matter.

确保任何突发事件,安全及健康事件立即通知值班经理。

 

l  Any other duties as may be assigned from time to time.

承担其他实时被委派的职责。


 
作为一家平等雇佣的雇主,万豪国际集团承诺雇佣不同背景的员工并支持多元包容的文化。


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