Front Desk Service Agent 前台接待

Assist guests efficiently, courteously and professionally in all Reception related matters. Maintain a high standard of service and quality delivery at all times; when answering telephones, registering guests, assigning rooms, checking out guests and assisting in different requests高效、优质、彬彬有礼、热情周到地帮助客人，回答客人电话、登记客人入住、分配房间、帮助客人結帐离店以及满足客人其它合理的要求。随时保持高标准和提供优质服务。

1.Develop a thorough knowledge of room locations, room types, rates, discounts, hotel facilities and their hours of operation, special promotions etc.熟悉酒店客房位置、类型、房费、折扣、酒店设施、营业时间以及特殊促销等。

2.Go through relevant information about arrivals during shift; VIP, HH, regular guests, groups and etc. Room status and functions.了解每一班次抵店客人信息，包括贵宾、希尔顿荣誉客会会员、常客、团体客人抵店相关信息，房间状态和功能。

3.Promptly answers the telephone in a courteous manner.高效地、彬彬有礼地接听电话。

4.Greets customers by name immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understands requests, responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc .热情友好的使用客人名字问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。

5.Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non –verbally confirms the room number and rate. Confirm HHonours and Frequent Flyer Number, ensuring that the registration card is completed and method of payment secured. Ensures guests knows location of room , containing room keys 根据预订优质快速的为客人办理入住手续，确认预定信息，如:房价，人数等，依客人喜好予以排房。核对希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。指引去房间的方向并解释房卡的使用方法等。

6.Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received. 引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。

7.Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest.从促销客房转至高级客房，确保在每个客人身上获得最大利润。

8.Enter the guest-details in the guest profile in the computer, with any special requests when applicable把客人详细资料输入电脑系统，并注明客人的特殊需求。

9.Ensures rooms and services are correctly accounted for within guest statement Properly accounts for service provided by the hotel . Assists guests with check out payments or charges . Accepts and records vouchers , credit, traveler’s checks , and other forms of payment , converts foreign currency at current posted rates . 确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结帐手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。

10.Provides safety deposit boxes to guests, ensuring that guests valuables are safe and secure at all times.为客人提供保险箱，保证他们的财物安全。

11.Fields guest complaints , conducting thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion .成着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。

12.Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.对自己权限范围内不能予以解决的问题和需求，及时反馈给上级予以解决。

13.Report complaints and comments to supervisor/GSM.向上级汇报客人的投诉以及评价。

14.Take personal responsibility for guest requests, follows up with relevant department to ensure the request has been acted.主动解决客人的要求并且追踪有关部门确保客人的要求得到满足。

15.Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。

16.Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。

17.Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.跟进担保预订及付款方式，确保酒店收入。

18.Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct.

保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。

19.Inquire if the guest had a pleasant stay. Note down any comments and feedback for Management’s information询问客人是否入住愉快。记录客人意见和反馈并向上级汇报。

20.Handle reservations when Reservation Office is closed. Obtains name, arrival date, departure date, payment method, preferred room-type and contact telephone-number在预订部下班后协助完成预订工作。获得客人姓名、抵店日期、离店日期、付款方式、要求房间类型以及联系电话等。

21.Maintain the Reception area and back office clean and tidy保持前台区域和后台办公室干净与整洁。

22. Assist in keeping an adequate stock of forms, paper, key cards, brochures, etc.

确保有足够的表格、纸张、房卡、宣传册等日常备品。

23.Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.为顾客提供热情周到的服务，有宾至如归感

24.Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities. 积极参加所需的各种培训，提高工作能力。

25.Takes an active role in the front desk team, ensuring effective communication and working as a team in order to reach goals and targets.在前台的团队中起到积极作用，有效的沟通，确保达到目标。

26.Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.维护顾客档案和信息，确保预订的有效性和准确性。

27.Inputs information in to ONQ regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.将准确完整的信息录入酒店管理系统，以便大家分享。

28.Applies Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.遵循品牌标准。

29.Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China. 掌握希尔顿集团的基本概况。

30.Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。

31.Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT.与餐饮部，客房部，工程部，IT等进行有效的沟通合作。

32.Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。

33.Ensures that the Guest Service Supervisor is kept aware and up to date of operational issues.汇报最新的工作进展，确保前台主管对部门营运状况的了解。

34.Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist, trace reports, , and online back-up.确保完成行前台每日的任务，其中包括但不仅限于工作清单，报告等。

35.Ensures that front desk stock is managed and not wasted, maintaining costs where able.节约成本，确保存货不浪费。

36.The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.如有必要 ，该部门有权更改或补充该职位描述。

37.Attempt to communicate with guest in guest’s native language , if applicable .如有可能用客人的母语与其交流。

38.Carries out any other reasonable duties and responsibilities as assigned.完成任何其他合理的职责和被指派的职责。

1.Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without error . 能运用计算器材准确无误的进行各种数据运算。

2.Ability to read, Listen and communicate effectively in English, both verbally and in writing .能用英语有效的倾听和进行沟通。

3.Ability to access and accurately input information using a moderately complex computer system .熟练操作酒店电脑系统。

4.Ability to effectively deal with internal and external customers , some of whom will require high levels of patience , tact and diplomacy to defuse anger , collect accurate information and resolve conflicts .

擅长于处理宾客关系，能有效快速的应对处理各种问题。

5.Interpersonal skills to provide overall guest satisfaction.

以较强的人际交往能力提高客人满意度。

6.Ability to work under pressure and deal with stressful situations during busy periods.

能在强压下胜任工作。