Lobby Host 前台接待

· Greetsall guests at all times in a friendly and helpful manner and attempts to learnand use guest’s name at every opportunity

· 随时以友好的态度与客人打招呼，为客人提供帮助，尽量用客人名字称呼客人。

· Registersand rooms all arrivals according to established procedures

· 按照酒店的程序，为所有到达客人登记及安排房间。

· Maintainsintimate knowledge of departmental standards and procedures

· 详细了解部门标准及程序。

· Performscheck in, check out and room change procedures and ensures all data are enteredcompletely into the hotel systems in accordance with reservation

· 为客人登记、结账及更换房间，按照预定部要求，确保把所有数据完整输入酒店电脑系统。

· Maintainscashier float and ensures accurate daily report of all money received

· 维持现金流动，确保收到现金的准确性。

· Casheshotel guest’s personal and travelers checks and assists with currency exchange

· 为酒店客人兑换个人或旅游支票，协助客人兑换现金。

· Responsibleand attends to guest’s request of using the service of safety box at all times

· 通过保险箱服务，满足客人要求。

· Knowledgeableof all special promotion procedures, for programs such as; Seasonal Packages,Frequent Flyers Programs, and also Intercontinental Hotels Group Loyaltyprograms.

· 了解酒店所有的促销政策，如季节性的打包，宣传单上的促销内容，以及洲际酒店集团的促销政策。

· Attendsto guest’s complaints, inquiries and requests, referees problems to supervisor/DutyManager if he/she unable to assist

· 处理客人投诉，回答客人提出的疑问，在不能解决时，上报给前台主管或大堂副理。

· Befamiliar with other Intercontinental Hotels and Resorts so that guestindicating any next destination on the registration card can be “sold” anonward booking to another InterContinental Hotels

· 熟悉其他的洲际酒店及其地址，以至客人在登记卡上指出下一个目的地时，能为客人推销另外的洲际酒店。

· Doeseverything possible to ensure that the guests depart the hotel with a positiveimpression of hotel service

· 尽量让住店客人对你所提供的服务满意，在客人离开时，为客人留下良好的酒店印象。

· Performsthe audit balances and prepares all works for audit in an orderly fashion

· 完成审记报告，为审记做准备。

· Maintainscomprehensive knowledge of standard reservation procedures including correctforms to use, how to read telex, e-mail, messages, and how to interpretavailability sources within the reservation systems

· 了解预定程序标准，其中包括：正确使用表格，怎样读电报、电子邮件、信息，怎样通过预定系统了解可供房间资源。

· Maintainsexemplary deportment standards of behavior and appearance and attitude asexpected in a IHG Brand

· 按照洲际品牌标准，维持良好的个人仪态、仪表。

· Takespersonal interest and pride to ensure that the front desk work area is keptclean and in an orderly state al all times

· 保持前台工作区域的干净，及正常工作秩序。

· Tohandle the rebate, paid out /the account transferring.

· 处理折扣，付款及账目转移。

· Base onCheck list of each shift to complete task

· 根据每日工作任务检查表来更好的完成工作

· Assistguests with all inquiries, both hotel and non-hotel related

· 回答客人有关酒店及非酒店的质疑。

· Conducteffective shift briefings to ensure hotel activities and operationalrequirements are known

· 有效制作值班简报，确保员工知晓酒店活动及操作要求。

· Maintaindetailed knowledge of the activities of the day and alert to any potentialproblems

· 详细了解酒店日常活动，警惕潜在问题。

· Maintaindetailed knowledge of key occurrences in your city/location includingdirections to key points of interests, restaurants, theaters, shopping,cinemas, sporting and recreational facilities, banks, consulates, transportsystems and special events

· 详细了解酒店附近的各个地方，如：餐厅、剧院、购物中心、电影院、娱乐场所、银行、领事馆、车站及其他特殊场所。

· Maintainadequate supplies of forms, brochures and ensure they are presented in linewith hotel standards

· 按照酒店标准，确保表格、小册子的供给。

· ConsultLog Book for information/request left by outgoing shift

· 查看前一个值班在记事薄里留下的信息。

· Manageall incoming guest mail, messages, telexes, facsimiles and special deliveries,in accordance with policy

· 按照酒店政策，处理送给客人的邮件、信息、传真、电报及其他特殊物品。

· Manageoutgoing guest mail, courier services, postage of parcels and freighting asdirected by guests

· 处理客人送出的邮件、包裹邮资及货物。

· Maintainorder and security of guest keys and other selected keys kept in Front Office,ensuring key issue policy is followed

· 按照酒店钥匙政策，确保客人钥匙、前厅保存的其他钥匙的顺序及安全。

· Receivetelephone calls and take messages for guests who are out, in accordance withhotel policy

· 按照酒店政策，在接到外出客人电话时，留言给客人。

· Recordincoming registered mail, telegram, parcel, telex in appropriate file

· 存档记录好客人的挂号信、电报、包裹。

· Perform otherduties as maybe assigned by superiors

· 完成上级布置的其他工作

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