岗位职责/职位描述

1.      Review arrival information on a daily basis; VIP, Le Club, Regular guest, Groups, special requests, etc. Follow up with Housekeeping and Room Service

上岗前查看当天抵店客人信息，包括贵宾，雅高乐雅会顾客，团队预订及其它相关的特殊

要求。及时将相关信息通知客房部和客房送餐部

2.      Responsible for correct registration procedure; registration card, room allocation, credit policy, etc.

负责正确使用登记程序、填写登记卡、房间分配、信用方针等

3.      Maintain good working relations with all departments, especially Housekeeping and Reservations. Checks discrepancies and out-of-order rooms, to ensure correct room status at all times

与所有部门保持良好的协作关系，特别是客房部与预订部。检查房态差异报告以及维修房

状态，确保随时保持正确的房间状态信息

4.      Responsible for correct handling of cash and cheques, credit cards, foreign currencies, vouchers and invoices

负责正确处理现金和支票、信用卡、外币兑换业务、付款凭证以及发票

5.      Responsible for correct handling of safe deposit boxes

负责正确处理保险箱业务 

6.      Responsible for prepare activities for group arrival, correct definition of group masters to ensure correct charges

负责团队抵店前的准备工作，确认团队总帐单以确保正确收款

7.      Responsible for correct check-out procedure following hotel’s policies and procedures

负责遵守饭店政策与服务程序，正确完成客人离店手续

8.      Responsible for reservations, changes and cancellations when Reservation Office is closed

负责预订部下班后的预订服务、预订变更及取消预订

9.      Handle claimed reservations and turn-aways according to Sofitel’s policies and procedures

根据索菲特原则与服务程序处理无法发现预订与超预订时婉拒服务

10.  Report to management on deficiencies and irregularities noted in the operation

向上级报告饭店在营业中存在的不足与缺陷

11.  Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. and ensures GSA’s knowledge of the same

熟悉房费、折扣、包价、饭店设施和特殊活动等相关知识，同时确保接待员正确掌握

12.  Responsible for correct selling status in the Reception at all times, by close liaison with Reservations

与预订部保持紧密联系，确保前台始终处于正确销售状态

13.  Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Guest Service Manager or Front Office Manager if needed

确保迅速、正确记录与解决客人投诉，尽量避免客人带着不满意离开饭店。必要时征求宾

客服务经理或前厅部经理帮助

14.  Assist in preparing staff schedules, ensuring adequate staffing to meet business demands

负责准备员工排班表以确保有足够员工满足运作需要

15.  Assist in preparing payroll information on the due dates, to ensure correct payments

负责在指定日期准备工资信息报告以确保正确支付员工工资

16.  Maintain good knowledge of all corporate programs, ensure GSA’s knowledge of these programs

熟练掌握饭店所有合作促销计划，同时确保接待员熟悉掌握

17.  Maintain good knowledge of the Le Club Accor Hotels Guest program, ensuring correct handling, prepares reports and actively participates in enrolling new members

熟悉雅高乐雅会顾客计划，确保正确处理、准备报表以及积极参与发展新会员

18.  Assist in resolving accounting matters; disputes, missing back-ups etc

协助解决财务问题，包括有争议的帐目问题及丢失的信息备份等

19.  Ensure that all guest comments are logged and forwarded to the Front Office Manager

确保记录所有客人意见，并向前厅部经理汇报

20.  Be familiar with Sofitel Brand standards and is guided in daily work by these. Monitors staff performance continuously in this respect

熟悉雅高品牌满意标准并贯彻于日常工作中。不断监督员工在这方面的表现

21.  Assist in departmental training and assessments

协助部门培训与评估

22.  Be alive to new ideas and system which could benefit the department and hotel

鼓励有利于部门与饭店发展的意见与系统

23.  Assists in departmental training plan

协助制定部门培训計划

24.  Deliver high quality service to guests

向客人提供优质服务

25.  Ensure guest needs and reasonable requests are met

确保客人需求和合理要求被满足

26.  Seek opportunities to continually improve guest service

通过记录客人的评论并以此为实践，不断寻找机会提高对客服务水平

27.  Identify VIP, Le Club member, regular and long staying guest, develop rapport to offer personalized service and assistance

确认贵宾，雅高乐雅会顾客、常规以及长住客人。建立良好关系并提供个性化和超值服务

28.  Take appropriate action to resolve guest complaints

采取合适的行动解决客人的投诉

29.  Promote the hotel and  Sheraton product and service knowledge in order to explain services and facilities to guests

通过不断向客人介绍饭店服务与设施，从而促销饭店与喜来登的产品与服务

30.  Ensure a high lever of cleaning is maintained in your work area

确保所在工作区域的高度整洁

31.  Responsible for distributes daily work

分派下級做其他工作

32.  Guard hotel secrets

保守饭店机密

33.  Abide by the Hotel’s Policies and Procedures, Sofitel Code of Business Conduct and the hotel’s Associate Handbook.

遵守饭店的工作政策及程序，遵守索菲特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 supervisors

完成你上级交待的其它任务