• 五险一金
• 带薪年假
• 岗位晋升
• 包吃包住
• 技能培训
• 节日礼物
• 管理规范

Following and comply with each task or job assigned by the department superior leader.
服从上级领导安排的工作和任务。

Plans and supervises the day to day operations of the Reception section which are related to the arrival and departure of guess, including the room sales, the room assignments of Groups and Crews and room registrations.
计划和监督前台日常运作，包括客人入住和退房，房间销售，贵宾的房间分配，团队和 机组房间登记。

Knowledge of all hotel features/services, hours of operation. 
了解酒店概况及服务，运营时间。

All room types, numbers, layout, decor, appointments and location. 
所有房型、房间数、布局、装饰风格、分布和位置。

All room rates, special packages and promotions.
所有房价、特殊套餐和促销。

Daily house count and expected arrivals/departures. 
每天在住房数和预计到店数/预计退房数。

Room availability status for any given day. 
任意一天房间可用状态。

Scheduled daily group activities. 
每天团队信息。

Maintain complete knowledge and comply with all hotel and departmental policies and procedures. 
熟知并遵守酒店和部门的政策和程序。

Meet with supervisor to review daily assignments and priorities. 
跟主管一起回顾当天的工作情况。

Meet with departing receptionist to review business status and follow up items. 
跟即将离职的员工做好工作上的交接。

Access all function of computer system according to established procedures and standards. 
根据已建立的程序和标准访问电脑系统的所有功能。

Set up workstation with necessary supplies; maintain cleanliness throughout shift. 
利用必要的支持建立工作站；在当班期间保持整洁。

Answer department telephone within three rings, using correct greeting and telephone etiquette. 
在三声之内接起电话，使用正确的问候和电话礼仪。

Promote positive guest relations to all individuals approaching the Front Desk. 
跟所有走近前台的客人建立积极友好的关系。

Accommodate all requests for information in a congenial manner. 
用一种随和的方式回答客人所有的问询信息。

Process all guest check-ins according to established hotel requirements:              
根据酒店的政策和程序为所有客人办理入住 。

Confirm reservation in system and review all noted information. 
在系统里确认所有预定信息。

Uploading guest information to PSB system appropriately.
向公安系统准确上传住店客人的身份信息。

For guests without a reservation, sell a room type according to guest preference. 
为没有预定的客人销售酒店的房间。

Register guest in PMS and generate a registration card. 
在系统里为客人做登记并生成入住登记单。

Verify registration card information with guest. 
跟客人确认入住登记单上的信息。

Obtain back-up information for guest credit/payment method and put into PMS; collect cash when designated. 
获取客人信用卡信息并输入系统；收取足够的现金押金。

Assign guest room. 
分房。

Advice guest of any messages, mail, faxes, etc. received for them. 
帮客人接收留言，邮件和传真等等。

Inform guest of room safe and mini-bar and room key procedures. 
告知客人房间保险箱，迷你吧和房卡的程序。

Communicate services and amenities included in packages to guests on packages. 
根据客人房价套餐项目合理的沟通协调相关服务和礼遇。

Maintain guests’ profile in PMS. 
维护客人的客史档案。

Communicate V.I.P. arrivals to designated personnel for escort and delivery of amenities. 
协调重要客人的预抵情况并安排专人指引及礼遇派送。

Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).
根据每个客人的需求，为他们建立准确的账户（例如：一起结账还是分开结账/税/杂费，免费）。

File registration cards and vouchers in bucket by room number. 
根据房号将入住登记单和小单存放在夹子里。

Extend every effort to obtain satisfactory alternative accommodations for guests with reservations for "walk-out" guest.  Follow established procedures for "walk-out" guests. 
对于已有预订的客人但酒店已没房时，尽所有努力帮客人预订其他酒店。对于没有预订的客人，在满房时按已建立的程序操作。

Accommodate room changes expediently. 
合理的为客人处理换房。

Handle guest complaints according to the instant pacification procedures, ensuring guest satisfaction. 
根据酒店程序处理客人投诉，确保客人满意。

Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.  Follow up within 20 minutes to ensure completion and guest satisfaction. 
及时记录客人所有需求，投诉和问题并通知相关部门和人员解决。遵循20分钟内解决并让客人满意的原则。

Accept and record wake-up call requests; deliver to PABX. 
接收和记录叫醒要求，传递给PABX。

Issue safe deposit boxes to guests and ensure security of keys. 
提供贵重物品寄存并告知客人需保证钥匙的安全。

Document and confirm reservations and cancellations. 
记录和确认预订信息和预订取消。

Block rooms in the computer and follow through on designated requirements. 
按照客人的需求在电脑中封锁房间。

Pre-register designated guests and prepares key packets. 
提前为客人准备入住登记单和房卡。

Communicate pertinent guest information to designated 
合理的为客人传达酒店的信息。

Generate, print and distribute daily and weekly reports. 
生成、打印和分发每日和每周报表。

Match the bucket check to in-house guest ledger report; report discrepancies to manager. 
检查核对住店客人的帐务信息，将差异上报经理。

Process all check-outs according to established hotel requirements. 
根据酒店的政策和程序为客人办理退房。

Resolve any late charges. 
解决托收事宜。

Present folio to guest and resolve any disputed charges. 
为客人准备账单并解决有争议的费用。

Settle guest accounts following Accounting procedures. 
根据酒店程序为客人结账。

Retrieve guest room key from guest. 
读取客人房卡。

Request guest comments on their stay. 
询问客人住店感受。

Process express check-outs throughout the shift. 
办理快速退房。

Check out guest in PSB system.
将退房的客人及时的在公安系统里面退宿。

Handle requests for late checkouts according to established hotel procedures 
根据酒店程序处理客人延迟退房的需求。

Conduct group check-ins/outs according to established hotel procedures. 
根据酒店程序办理团队入住和退房。

Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information. 
协助各部门/高管获得团队的相关信息，房量和客人信息。

File guest room keys and ensure the safe keeping of keys at the Front Desk. 
安全存放客人的房卡。

Adhere to all cashiering procedures
遵守所有财务程序

Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. 
处理调账、现金退款、修改、杂费。

Make change for guests.          
帮客人兑换外币。        

Post charges
抛账。

Settle room accounts.  
结账。    

Run closing reports
关账。

Complete designated cashier reports. 
完成指定收银报表。

Balance receipts.      
平账。             
        
Drop receipts. 
投账。

Hotel Introduction酒店介绍Kempinski Hotel Hangzhou, a new generation Kempinski Hotel featuring 344 rooms & suites, The culinary variety of the hotel offers 5 Food & Beverage outlets including an all-day-dining, Chinese Restaurant, Frida Restaurant & Berthold Delikatessen, and Lobby Lounge, concept as well as 2000 sqm of meeting & evet space.杭州远洋凯宾斯基酒店，全新一代的凯宾斯基酒店，酒店配备344间/套客房，设有5间风格迥异的餐厅：全日餐厅、中餐厅、弗丽达餐厅、伯托美食廊、大堂吧。酒店同时拥有2000平米的会议及宴会设施。Our Culture我们的文化                  Since 1872, our employees have been a part of creating history around the world. From historic buildings to the most avant-garde of modern architecture, our properties are the setting for some of life’s greatest moments. We witness historic meetings between world leaders, host famous celebrities and create incredible memories for our guests.自1872年以来，我们的员工亦是世界各地历史缔造者中的一员。从历史悠久的古建筑到最前卫的现代化建筑，我们的酒店见证了一段发展历程中最辉煌的时刻。我们见证了世界领导人之间历史性的会晤，各界名流在我们为其创造的静谧世界中尽享安宁，为所有旅客打造一段一生一次，永生难忘的旅程。Our DNA – Who are we?我们的DNA – 我们是谁? We are我们PEOPLE ORIENTED以人为本 STRAIGHTFORWARD坦诚直率 ENTREPRENEURIAL PERFORMANCE主人翁意识工作表现CREATING TRADITIONS 创造新传统 PASSION FOR EUROPEAN LUXURY崇尚欧式奢华Our Benefits我们的福利 Competitive Salary and Benefits in the market-具有市场竞争力的薪酬福利待遇Full payment of Social Insurance and Housing Fund-全额缴纳社保公积金Excellent Career Opportunities-良好的职业发展机会Paid Annual Leave-带薪年休假Convenient apartment dormitory-便捷的酒店式公寓宿舍Systematic online & on-the-job training-系统性的线上及线下培训体系Staff Loyalty Scheme-集团忠诚奖励计划Staff Rate in worldwide sister hotels-全球姐妹酒店客房和餐饮优惠