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1、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9HOTEL BAND:I - V酒店级别5REPORTS 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
2、 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 exchang
3、e 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
4、5个重要价值，信任诚信，尊重，一个团队与效劳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
5、 friendly and helpful manner and attempts to learn and use guests name at every opportunity友好热情的欢送和接待所有客人，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 Mai nt ains intimate knowledge of depa rtmental st andards and procedures 熟知部门的标准和程序 Performs
6、check in, check out and room change procedures and ensures alldata 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，和其他部门严密协作满足客人要求Mai nt ains cashier floa t and ensures accura te daily repo rt of all moneyreceived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Cash
7、es hotel guests personal and travelers checks and assistscurrency exchange协助客人外币和旅行支票兑换效劳Keeps abreast of all modifications to accounting policies andprocedures与同事一起共同遵循和保证所有财务政策和程序的更新Responsible and attends to guests request of using the service ofsafety box at all times随时关注和负责客人的保险箱效劳Knowledgeable
8、 of all special promotion procedures, for programsas; Seasonal Packages, Frequent Flyers Programs, and also IntercontinentalHotels Group Loyalty programs熟悉所有推广的程序，比方，季度推广，航空会员计划，国际酒店集团的忠诚计划Attends to guests complaints, inquiries and requests, refereesproblems to supervisor/Assistant Manager if he/sh
9、e 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 ot her Int erco ntinental Hot els and Reso rts so that gues tindicating any next destination on the registration card can be “sold anonward 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 en
10、sure that the guests depart the hotel witha 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 anorderly 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 reportand prepare all necessary fo
11、rms 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 proceduresincluding correct forms to use, how to read telex, , messages, and how tointerpret 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
12、的操作Mai nt ains exemplary depo rtment st andards of behavior and appearance andattitude as expected in a ICHG Brand保证行为和表现和酒店品牌保持一致Takes personal interest and pride to ensure that the front deskarea is kept clean and in an orderly state al all times主动积极的检查确保所有前台工作区域的干净和有条理Endeavors to maintain the hi
13、gh standards of the hotel withregard to the importance of ICHG Loyalty Program member and other VIPs andwith reference to hotel and to be a health or safety hazard努力为酒店的会员和贵宾创造一个平安，优雅，髙品质效劳Performs other tasks as assigned完成其他分配的任务Occupational Health and Safety Responsibilities 职业安康和平安职责 Demonstrate
14、Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same熟悉职业保健、平安职责相关政策和程序，以确保所有程序能得以平安地执行，并 在职业保健和平安职责方针的指导下确保行为落到实处 Be aware of duty of care and adhere to occupational, health and safetylegislatio
15、n, policies and procedures了解并坚持职业的、安康的、平安地立法、政策和程序 Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly熟悉酒店平安，急救，消防，和紧急情况的处理程序，并能正确的使用相关的设备 Initiate action to correct a hazardous situation and notify supervisors of potential dangers及时对危险的情形采取补救措施，并对主管通报存在的潜在危险 Log security incidents and accidents in accordance with hotel requirements按酒店的要求，记录平安事故和意外事故KeyCompetencies主要能力Key Tasks 主要任务TakingResponsibility责任感 Strive for constant improvement and take responsibility for your own perf
