酒店前台接待员工作岗位描述(中英文)

酒店前台接待员工作岗位描

述(中英文)

标准化文件发布号：（9312-EUATWW-MWUB-WUNN-INNUL-DDQTY-KII

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: ………………………

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

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

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

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