1.    Report
to work in good time before commencement of shift
在每一班次开始前提前一定时间到岗
2.    Develop
a thorough knowledge of room locations, room types, rates, discounts, hotel
facilities and their hours of operation, special promotions etc.
熟悉酒店客房位置、类型、房费、折扣、酒店设施、营业时间以及特殊促销等
3.    Go
through relevant information about arrivals during shift; VIP,  member, Regular guests, groups, etc. Room
situation and functions
了解每一班抵店客人信息，包括贵宾、会员顾客、常客、团体客人抵店相关信息。检查房间状态和功能
4.    Answer
all telephone calls in a courteous and efficient manner
高效地、彬彬有礼地回答所有电话
5.    Greet
arriving guests with a smile and eye contact using the guest’s name. 
以微笑和欢迎的目光交流迎接抵店客人，并使用客人姓名称呼客人
6.    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
7.    Assign
adequate room as per reservation and request from guest
根据预订及客人要求分配房间
8.    Prepare
key wallet, 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
9.    Enter
the guest-details in the guest profile in the computer, 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。
10. Files
the registration card under the room-number in the in-house rack
按房间号码把登记卡放到架子上存档
11. Handle
safe-deposit boxes in accordance with hotel procedures
按酒店服务规范和服务程序为客人办理贵重物品寄存的保险箱服务
12. Handle
foreign currency exchange
为客人提供外币兑换服务
13. Update
the Front Desk Log Book, in which all essential information and of importance
to all shifts is recorded
更新前台交班本。记录对各班次都必须获悉并掌握的重要信息
14. Resolve
guest complaints, without involving Supervisor if possible. When needed, refer
the matter to the Supervisor or Guest Service Manager
尽可能在没有上级参与的情况下解决客人投诉。必要时向领班或者宾客服务经理汇报
15. Report
on complaints and/ or comments to Management
向上级汇报客人投诉以及客人对酒店的评价
16. Maintain
good working relations with Housekeeping; promptly inform about early
departures, early arrivals, extended 
stays, late check-outs, room-moves, special requests etc
维持与客房部的良好关系, 迅速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
17. Take
personal responsibility for guest requests, follows up with relevant department
to ensure the request has been acted upon
主动解决客人的要求并且追踪有关部门确保客人的要求得到满足
18. 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 billing
根据酒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、外币兑换和转帐等有关程序
19. 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
20. Handle
reservations when Reservation Office is closed. Obtains name, arrival date,
departure date, payment method, preferred room-type and contact
telephone-number
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、要求房间类型以及联系电话等
21. Maintain
the Reception area and back office clean and tidy
保持前台区域和后台办公室干净与整洁
22. Assist
in keeping an adequate stock of forms, paper, key cards, brochures, etc
确保有足够的表格、纸张、钥匙、宣传册等
23. Report
any unusual occurrences to the Shift leader, Guest Service  Manager or Front Office Manager
任何异常事件发生时向领班、宾客服务经理或前厅部经理汇报
24. Be
familiar with Sheraton
Guest Satisfaction Standards (GSS) and is guided in daily work by these
熟练掌握喜来登顾客满意标准并贯彻于日常工作中
25. Deliver
high quality service to guests
向客人提供优质服务
26. Be
well familiar with the MB
program and contributes actively in enrolling new members
熟练掌握万豪旅享家顾客计划，积极发展新会员
27. Ensure
guest needs and reasonable requests are met
确保满足客人需求和合理要求
28. Seek
opportunities to continually improve guest service
通过记录客人的评论并以此为实践，不断地寻找机会发展对客服务
29. Identify
VIP, MB member, regular and long staying
guest, develop rapport to offer personalized service and assistance
确认贵宾、万豪旅享家顾客、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
30. Keep
hotel information confidential
保守酒店机密
31. Adhere
to the hotel’s security and emergency policies and procedures
坚持酒店安全制度、紧急情况处理规定和程序
32. Ensure
a high level
of cleaning is maintained in work area
保持维护所在工作区域的高度整洁
33. Abide
by the Hotel’s Policies and Procedures, Sheraton Code of Business Conduct and the hotel’s Associate
Handbook.
遵守酒店的工作政策及程序，遵守喜来登的商业行为规范以及员工手册中的条款。
34. Carry
out other tasks as directed by your supervisor
在上级指导下执行其它任务

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