Develop a thorough knowledge of room locations, room types, rates, discounts, hotel facilities and their hours of operation, special promotions etc.
熟悉饭店客房位置、类型、房费、折扣、饭店设施、营业时间以及特殊促销等。
Go through relevant information about arrivals during shift; VIP, Accor live limitless member, regular guests, groups, etc. check the room status and functions.
了解每一班抵店客人信息，包括贵宾、心悦界会员、常客、团队客人抵店相关信息。检查房间状态和功能。
Answer all telephone calls in a courteous and efficient manner.
高效地、彬彬有礼地回答所有电话。
Greet arriving guests with a smile and eye contact using the guest’s name.
以微笑和欢迎的目光注视迎接抵店客人，并使用客人姓名称呼客人。
Responsible for obtaining proper payment details and other registration information from the guest.
认真地、准确地获取客人付款细节以及其它登记信息。
Assign adequate room as per reservation and request from guest.
根据预订及客人要求分配房间。
Prepare key holder, with room number, rate and departure date. Explain use of elevators and room key and wish a pleasant stay.
准备房间钥匙折，并写上房间号码、房价、离店日期。解释电梯和房间钥匙使用方法。祝愿客人住店愉快。
Enter the guest-details into the hotel system, 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。
Files the registration card under the room-number in the registration card bucket.
按房间号码把登记卡放到前台登记卡存放处归档。
Resolve guest complaints, without involving Supervisor if possible. When needed, report the matter to the Shift Leader or Duty Manager.
尽可能在没有上级参与的情况下解决客人投诉。必要时向前台主管或者值班经理汇报。
Report on complaints and comments to Management.
向上级汇报客人投诉以及客人对饭店的评价。
Maintain good working relations with Housekeeping; promptly inform about early departures, early arrivals, extended stays, late check-outs, room-moves, special requests.
维持与客房部的良好关系, 迅速及时将有关客人提前离店、提前抵店、续住、推迟退房、换房以及其它特殊要求通知管家部。
Take personal responsibility for guest requests, coordinate with relevant department to ensure the request has been acted upon.
主动解决客人的要求并且协助有关部门确保客人的要求得到满足。
Handle check-out according to hotel procedure, to ensure correct payment. Know and understand the importance of correct procedures regarding cash payment, credit cards, cheques, foreign currency and transfer bill etc.
根据饭店服务程序为客人办理离店手续，确保客人准确付款。熟练掌握现金付款、信用卡、支票、外币兌換和转帐等有关程序。
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。
Handle reservations when Reservation Office is closed. Obtains name, arrival date, departure date, payment method, preferred room-type and contact telephone-number and special request.
在预订部下班后协助预订工作。获得姓名、抵店日期、离店日期、付款方式、要求房间类型、联系电话以及特殊需求。
Be well familiar with the Accor live limitless project and contributes actively in enrolling new members.
熟练掌握雅高心悦界顾客忠诚计划，积极发展新会员。
Deliver high quality service to guests.
向客人提供优质服务。
Ensure guest needs and reasonable requests are met.
确保满足客人需求和合理要求。
Identify VIP Accor live limitless member, regular and long staying guest, develop rapport to offer personalized service and assistance.
确认贵宾、心悦界会员、常规客人和长住客人。建立良好关系并提供个性化和超值服务。
Sell the hotel and Pullman Foshan products and services using up-selling and suggestive selling techniques.
使用促銷和建议性的销售技巧销售佛山顺德铂尔曼酒店的产品与服务。
岗位要求
1.性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感；
2.通晓酒店各项对客政策、设施设备、服务种类及前台服务流程；
3.大专以上学历，相貌端正，形象气质佳，男身高1.72米以上，女1.63米以上。
（如专职夜班有补贴）
