1. 确保日常工作根据拟定的程序和标准进行。
Ensure all duty activities are performed as per established procedures and standards.
2. 保持前台区域和后台办公室干净与整洁。
Maintain cleanliness and tidiness of Front Desk and back office.
3. 以微笑欢迎抵店客人，并使用客人姓名尊称客人。
Greet arriving guests with a smile and eye contact and using the guests’ name.
4. 熟悉酒店客房分布、类型、房费、折扣、酒店设施、营业时间以及特殊促销等。
Keep a thorough knowledge of room locations, room types, rates, discounts, hotel facilities and relevant operation hours of outlets, special promotions etc. 
5. 根据客人的预定要求登记并分房。为无预定的客人推荐适合的房型。
Assing rooms and register guests according to relevant instructions. Offers guests suitable accommodation without reservations. 
6. 把客人详细资料输入PMS系统，并注明客人的特殊需求。
Update detailed guests’ information into PMS system and mark any special requests when applicable.
7. 更新前台交班本。记录班次内重要信息。
Update the FD Logbook. Ensure all important information during the shift is recorded. 
8. 促销酒店的产品、服务及温泉等。
Promote the hotel product, service and hot springs to guests.
9. 向客人增销酒店更高阶别房间。
Upsell guests rooms to upper grade. 
10. 认真地、准确地获取客人付款细节以及其他登记信息。
Responsible for obtaining payment details and other registration information. 
11. 准备房卡，并在房卡套注明房号、房价、离店日期。双手礼貌向客人递呈房卡，介绍电梯间方位。祝愿客人住店愉快。
Prepare key wallet with room number, rate and departure date. Hand over room key to the guest explain elevator position and wish a pleasant stay.
12. 按照流程严格处理并管控房卡。
Handle and control guest room keys strictly according to procedures and policies. 
13. 每班次及时有效搜集宾客意见，向上级汇报客人投诉以及客人对饭店的评价。
Report on complaints and/ or comments to superiors.
14. 根据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、信用卡等有关程序。
Check guests out according to procedures and ensure correct payment. Have knowledge of correct procedures regarding cash payment, credit cards, etc. 
15. 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。
Handle safe-deposit boxes in accordance with relevant procedures. 
16. 任何异常事件发生时向主管、宾客服务经理或前厅部经理汇报。
Report any unusual occurrences to the supervisor, GSM or FOM.
17. 在预订部下班后协助预订工作及接听电话工作。
Handle reservations and phone call service when reservation section is off duty.
18. 维持与客房部的良好关系，并及时通知有关客人提前离店、提前抵店、续住、推迟退房、换房以及其他特殊要求。
Maintain good working relations with Housekeeping. Inform housekeeping about early departures, early arrivals, extended stays, late check-outs, room-moves, special requests etc. in time. 
19. 将本部门房态差异报告与客房部的做比较，及时向前台主管及前台经理汇报差异。
Reconciles Room Status Discrepancy report of Housekeeping, advises FD supervisors / FDM of any discrepancy。
20. 处理客人投诉，询问和要求。对重要问题汇报上级。
Handle guest complaints, inquiries, and requests. Report important problems to superiors.
21. 向客人提供优质服务。
Deliver high quality service to guests.
22. 保守酒店机密。
Keep hotel information confidential. 
23. 适当利用所有前台办公资源，报表，设备。
Ensures the proper use of all Front Office supplies, forms, equipment.
24. 确保有足够的文具、钥匙、宣传册等。
Assist in keeping an adequate stock of stationery, key cards, brochures, etc.
25. 制作指定的报告并保留需要统计数据的记录。
Accomplish required reports and maintains records necessary for statistical data.
26. 坚持酒店安全制度、紧急情况处理规定和程序。
Adhere to the hotels security and emergency policies and procedures.
27. 熟知部门的任务及指标，按时完成。
finish all KPI and tasks in time.
28. 完成上级交代的其它任务。
Carry out other tasks as directed by your supervisors.

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