行政楼层接待

• To be familiar with Hotel’s policies & procedures & memo & hotel information (facilities and restaurants).

熟悉酒店的政策和程序、备忘录和酒店信息（设施和餐厅）。

• To report to work on time, uniform to be clean & tidy with name tag. Personal appearance and grooming confirm the Brand Service Standards

按时报到，制服干净整洁，有名牌。个人仪容仪表符合品牌服务标准。

• To attend the required meetings as well as HR and department training on time.

按时参加必要的会议以及人力资源和部门培训。

• Knowing the names and positions of the hotel’s management and their Respective extensions

了解酒店管理层的姓名和职位及其各自的职能范围。

• To be familiar with OnQ system and Honours program with its benefits.

熟悉OnQ系统和荣誉客会计划及其优点。

• Know how to use pro-concierge system to find out useful information.

• 知道如何使用pro-concierge系统来查找有用的信息。

• (City attractions and Restaurants, etc)

（城市景点和餐馆等）

• Participate department daily briefing and pass over with each shift. Go through department log before shift starting.

参与部门每日例会，并在每次轮班时进行交接。在轮班开始前要检查部门日志。

• Taking care of incoming and outgoing phone calls in a Professional, unhurried and friendly manner with patience. Follow Brand Service Standard “Telephone Etiquette.”

以专业、从容、友好的方式耐心地处理来电和呼出电话。遵循品牌服务标准“电话礼仪”。

• Ensure the cleanliness and maintain a quiet environment for all guests of the Library at all times.

确保图书馆内所有客人的清洁和保持安静的环境。

• Conversant with Word, Excel, or other office software may occurred in daily operations.

熟悉Word、Excel或其他办公软件的日常操作。

• Address guest’s name at least twice when serve guest during the conversation.

在谈话中为客人服务时，至少称呼客人的名字两次。

• Attentiveness to all guest’s inquiries and wishes at all times, make sure guest inquiries are followed up.

时刻关注所有客人的询问和愿望，确保跟进客人的询问。

• Meet and greet guest with smile and passion. Know about BC tariff and familiar with Library daily operation schedule according to shift check list.

以微笑和热情迎接客人。根据交接班检查表，了解商务中心资费，熟悉图书馆日常运行计划。

• To handle all miscellaneous guest charges and ensure these are being promptly processed in OnQ system.

处理所有其他客人费用，并确保这些费用在OnQ系统中得到及时处理。

• To handle all guests’ requests for equipment rental service and keep the properly record accordingly.

处理所有客人的设备租赁服务请求，并做好相应记录。

• To handle all guest’s messages / incoming emails. Ensuring the prompt delivery of the guest’s messages / emails to the Brand Service Standards.

处理所有客人的信息/收到的电子邮件。确保按照品牌服务标准及时发送客人的信息/电子邮件。

• Professional to handle all courier service requests with clearly explanation and immediately action. Make sure guest understands all details and properly record to be taken. Maintaining a proper record of the outgoing courier service for future reference.

专业处理所有快递服务请求，并明确解释和立即采取行动。确保客人了解所有细节并做好记录。保存一份正确的快递服务记录以备将来参考。

• Familiar with Guest e-mail assistance, Equipment rental service, Binding, Scanning, Printing, Secretary service and Meeting room rental’s procedure and well record afterwards. Make sure all procedures are followed up Brand Standards.

熟悉客人电子邮件协助、设备租赁服务、装订、扫描、打印、秘书服务和会议室租赁程序，并做好事后记录。确保所有程序都符合品牌标准。

• Efficient to use all library equipments and do cost control if possible, save energy.

高效使用思塾设备，尽可能控制成本，节约能源。

• To report immediately all guest’s comments and complaints to the Library Supervisor, Duty manager and Front office Manager.

若有客人有意见或投诉应立即向思塾主管、值班经理和前台经理报告。

• Awareness of the backup procedures in the event that any equipment may malfunction.

在任何设备可能出现故障的情况下，了解备用程序。

• To perform any other duties that may be assigned by your superior or manager.

履行上级或经理可能指派的任何其他职责。

• Responsible to all library equipments and maintain equipments in a good condition always. Report to library supervisor immediately if any equipment is not response.

负责所思塾设备，并始终保持设备处于良好状态。如有设备不响应，应立即思塾主管报告。

• Record daily events or case which needs to follow up on log book for pass over.

记录需要在日志上跟进的日常事件或案例，以便移交。

• Make sure the billing is balanced with daily library income record. Handle over to next shift with correct amount.

确保账单与每日图书馆收入记录平衡。用正确的量处理到下一班。

• Exit OnQ code and clean working area before the shift ending.

下班前退出OnQ代码并清洁工作区域。

• Having knowledge of the computer systems is an advantage.

了解计算机系统者优先。

• Be fluent in English / Mandarin (spoken) Reasonable/Fluent in written English

流利的英语/普通话（口语）合理/流利的书面英语

REQUIRED QUALIFICATIONS 必要的资历要求:

• Minimum 1 year working experience in a similar position in a in a comparable hotel.

至少有1年在类似酒店的类似职位工作经验。

• Well presented, smart and outgoing personality.

表现良好，聪明外向。

• Front Office Experience is an advantage

有前厅部经验者优先。