酒店前台接待员工作岗位描述(中英文).doc

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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 9
HOTEL BAND: I - V
酒店级别 5
REPORTS 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 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 exchange 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.
工作范围： 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5个重要价值，信任，诚信，尊重，一个团队与服务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 friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
友好热情的欢迎和接待所有客人,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
· Maintains intimate knowledge of departmental standards and procedures
熟知部门的标准和程序
· Performs check in, check out and room change procedures and ensures all data 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,和其他部门紧密协作满足客人要求
· Maintains cashier float and ensures accurate daily report of all money received
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
· Cashes hotel guest’s personal and travelers checks and assists with currency exchange
协助客人外币和旅行支票兑换服务
· Keeps abreast of all modifications to accounting policies and procedures
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 guest’s request of using the service of safety box at all times
随时关注和负责客人的保险箱服务
· Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs
熟悉所有推广的程序，比如，季度推广，航空会员计划，国际酒店集团的忠诚计划
· Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she 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 other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward 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 ensure that the guests depart the hotel with a 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 an orderly 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 report and prepare all necessary forms 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 procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret 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,预定系统的操作
· Maintains exemplary deportment standards of behavior and appearance and attitude 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 desk work area 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 high standards of the hotel with particular regard to the importance of ICHG Loyalty Program member and other VIP’s and with 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安全,优雅,高品质服务
· Performs other tasks as assigned
完成其他分配的任务

Occupational Health and Safety Responsibilities职业健康和安全职责

· Demonstrate 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、安全职责相关政策和程序，以确保所有程序能得以安全地执行，并在职业保健和安全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 safety legislation, policies and procedures
了解并坚持职业的、健康的、安全地立法、政策和程序

· Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
熟悉酒店安全，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，记录安全事故和意外事故

Key Competencies
主要能力
Key Tasks
主要任务

Taking Responsibility
责任感

· Strive for constant improvement and take responsibility for your own performance
努力不断的提高自己的工作表现
· Adhere to InterContinental Hotel Group Corporate Code of Conduct
坚持洲际酒店集团的管理模式
· Adhere to Hotel Handbook and general policies and procedures
坚持员工守则和总的政策与程序
· Adhere to Front Office Policies and Procedures
坚持部门的政策与程序
· Report problems to Management with suggestions for resolution
向管理部门反应问题并提出解决建议

Understanding My Job
了解自己的工作

· Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge
清楚自己的工作职责，并寻找提高自己工作技巧和知识的机会
· Understands how their role fits with others and contributes to the success of business
了解自己在团队合作中的角色，并为部门的成功做出贡献
· Understands the hotel’s facilities, products and services
了解酒店的各种设施设备，产品和服务
· Provides information when requested and promotes hotel’s services, facilities and special events
当客人询问时提供信息，并推荐酒店的服务，设施和特别活动
· Implements department procedures and policies as needed
贯彻执行部门的政策和程序

Customer Focus
关注客人

· Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
与内部员工和客人建立并保持积极的关系，以超越他们的需求
· Anticipate guest needs, handle guest enquires, and solve problems
满足客人的需要，答复客人的问询并解决问题
· Create a positive hotel image in every interaction with internal and external customers
在内部和外部客户交流互动中创造积极的酒店形象
· Adhere to hotel brand standards
坚持酒店的品牌标准
· Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
为给客人解释和销售酒店的服务和设施，应具备高水平的产品和服务知识。
· Assist guests and escort them to locations within the hotel at their request
帮助并引领客人到酒店内他们想去的地方
· Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
了解酒店内的特别推广和活动，以便能了解客人的需求并做出反应
· Maintain current Hotel information to be able to provide information to guests
了解酒店的最新信息以便答复客人问询

Teamwork
团队精神

· Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results
与同事友好合作并对同事、主管、团队给予信任，可跨部门地交流工作成果Communicate well to ensure effective shift hand-over
通过良好的交流确保交班工作的顺利进行
· Actively participate in organized meetings
积极参与各种会议
· Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication
以专业和积极的态度与部门和酒店员工互动，以建立和谐的关系，促进团队精神并确保有效的双向交流

Adaptability
适应能力

· Be open to new ideas and make changes in the job and routine as required
在日常工作中乐于接受新观点和做出必要的改变
· Work in line with business requirements
工作表现符合业务要求
· Complete tasks as directed by Management
完成管理层指 派的工作

Developing Self
自我发展
· Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
发展/更新自己的技能和知识（工作内或工作外的）来适应工作要求或操作技术的改变
· Seek feedback on areas of shortfall
寻找并分析存在的不足之处
· Maximize opportunities for self development
为自我发展寻求更多的机会

Reliability
可靠性
· Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
自觉及时和全面的完成工作，并确保工作质量符合酒店标准
· Follow standards, policies and procedures
遵守酒店的标准，制度和程序
· Meet hotel attendance and grooming standards
遵守酒店的仪容仪表标准

Cultural Awareness
文化意识
· Work effectively with customers and colleagues from different viewpoints, cultures and countries
与不同国籍，不同文化，持不同难点的客户和同事高效共事。

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