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JOBTITLE: GuestServiceAgent-Reception职位：前台接待员AREA/DEPARTMENT: RoomsDivision/FrontOffice部门：房务部/前厅部JOBLEVEL: 9级别9HOTELBAND: I-V酒店级别5REPORTSTO: GuestServiceSupervisor–Reception/FrontOfficeManager汇报给：前台主管/前厅部经理经理POSITIONSSUPERVISED: Nil监管下属:无JOBSCOPE: UnderthegeneraldirectionoftheFrontOfficeManagerorhis/herdelegateandwithinthelimitsofestablishedInterContinentalHotelsGroupbrandandlocalpoliciesandprocedures,responsibleforallactivitiesrelevanttotheFrontDesksuchasthereception,checkin/out,roomingofallHotelguests,foreignexchangeandassistingthemwithinquiries.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethos.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:IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.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:………KeyResponsibilities主要职责Greetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunity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Registersandroomsallarrivalsaccordingtoestablishedprocedures根据相关程序登记所有的入住客人Maintainsintimateknowledgeofdepartmentalstandardsandprocedures熟知部门的标准和程序Performscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservation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Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures了解并坚持职业的、健康的、安全地立法、政策和程序Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly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Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers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Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements按酒店的要求，记录安全事故和意外事故KeyCompetencies主要能力KeyTasks主要任务TakingResponsibility责任感Striveforconstantimprovementandtakeresponsibilityforyourownperformance努力不断的提高自己的工作表现AdheretoInterContinentalHotelGroupCorporateCodeofConduct坚持洲际酒店集团的管理模式AdheretoHotelHandbookandgeneralpoliciesandprocedures坚持员工守则和总的政策与程序AdheretoFrontOfficePoliciesandProcedures坚持部门的政策与程序ReportproblemstoManagementwithsuggestionsforresolution向管理部门反应问题并提出解决建议UnderstandingMyJob了解自己的工作Clarifiesownjobresponsibilitiesandlooksforopportunitiesthatwillincreaseskillsandjobknowledge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Understandshowtheirrolefitswithothersandcontributestothesuccessofbusiness了解自己在团队合作中的角色，并为部门的成功做出贡献Understandsthehotel’sfacilities,productsandservices了解酒店的各种设施设备，产品和服务Providesinformationwhenrequestedandpromoteshotel’sservices,facilitiesandspecialevents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Implementsdepartmentproceduresandpoliciesasneeded贯彻执行部门的政策和程序CustomerFocus关注客人Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoanticipatetheirneeds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Anticipateguestneeds,handleguestenquires,andsolveproblems满足客人的需要，答复客人的问询并解决问题Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers在内部和外部客户交流互动中创造积极的酒店形象Adheretohotelbrandstandards坚持酒店的品牌标准Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests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。Assistguestsandescortthemtolocationswithinthehotelattheirrequest帮助并引领客人到酒店内他们想去的地方Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds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MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests了解酒店的最新信息以便答复客人问询Teamwork团队精神Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresults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Communicatewelltoensureeffectiveshifthand-over通过良好的交流确保交班工作的顺利进行Activelyparticipateinorganizedmeetings积极参与各种会议Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication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Beopentonewideasandmakechangesinthejobandroutineasrequired在日常工作中乐于接受新观点和做出必要的改变Workinlinewithbusinessrequirements工作表现符合业务要求CompletetasksasdirectedbyManagement完成管理层指派的工作DevelopingSelf自我发展Develop/updateskillsandknowledge(internallyorexternally)toreflectchangedtechnologyorchangedworkrequirements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Seekfeedbackonareasofshortfall寻找并分析存在的不足之处Maximizeopportunitiesforselfdevelopment为自我发展寻求更多的机会Reliability可靠性Ensurethatyourworkqualitymeetsthestandardsrequiredandcompletetasksinatimelyandthoroughmannerwithminimumsuperv