招聘Rooms Local Management Trainee 房务部本地管理实习生_北京燕莎中心凯宾斯基饭店Kempinski Hotel Beijing Yansha Center招聘信息-最佳东方

SCOPE 职务范围

-The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and quality standards. At all times, he/she must display a professional and positive image of the hotel as he/she plays a crucial role in the creation of the first and last impression the guest receives of the hotel.

按照凯宾斯基饭店为客人提供办理入住退房等服务，并且扮演着酒店服务上重要的一个环节，作为客人的第一印象或最后印象，需时刻保持自己的完美形象

OVERALL OBJECTIVES 工作目标

The job of Local Management Trainee Front Office is executed satisfactorily when:

房务部本地管理实习生工作执行标准如下：

-Up-selling is focused on and executed in order to increase room revenues.

完成促销指标任务

-Shift closing is done properly.
合格结束每天的工作

-All Policies and Procedures are supported and followed.
严格执行工作标准

-KEA (Kempinski Experience Assessment) audit results are 88% and above.

KEA品质领先保证审查成绩高于88%

-ReviewPro results are rated on an average with “5” and above.

顾客满意度调查成绩平均高于“5”

MAIN RESPONSIBILITIES 主要的职责

-Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski quality standards.

按照凯宾斯基标准办理入住和退房手续

-Upon check in, register guest and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures.
为客人办理入住分配房间。尽可能的满足客人对房间的特别要求，如有必要需协助客人填写入住登记单。使用有效地建设性的销售技巧促销房间和酒店其他服务设施。确认客人的付款方式，遵循已有的信用卡使用的规则和现金付款的方式。

-Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
客人离店时，遵循为客人退房的规则，询问客人最后的消费，向客人收取消费费用，完成结算并把账单的复印件给客人。

-Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float.
处理所有前台的出纳的账务事宜，比如为客人入账，根据规则为客人换外币，结束班次之前，平帐。

-Answer all guest requests and questions in a friendly and caring manner, whether by telephone, email or in person, provide/receive information and take appropriate actions or if needed refer the matters to the relevant persons to handle. It may be handling messages, dealing with complaints, making a reservation for a tour, a restaurant or transportation, providing directions, confirming flights etc.

不管通过电话或者面对面的服务客人，都以热情友好的方式回答解决客人所有的问题和要求。提供/获得信息并且跟进解决问题或者找到相关的人解决客人的需求.尽可能的提供客人保险柜服务,处理客人留言或者解决客人的投诉.

-Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.

接听所有来电，按照凯宾斯基集团标准以高效友好的和关爱的方式为客人转接到相应的分机。

-Write down messages accurately for our guests and deliver messages in a timely manner.

正确书写客信并及时寄出

-Handle personal wakeup call requests for guests according to our standards and automatic wakeup call requests for group and crew guests.

为客人准确留言并及时送达。

-Maintain a record of all complaints and requests, follow up and inform concerned operating departments.

记录投诉并传达给相关部门

-Perform special projects and related duties as assigned

提出与工作相关的建设性意见或建议

-Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
与客房沟通房间状态，包括提前入住或延迟退房

-Keep yourself informed of product and service knowledge as well as the hotel daily and meeting activities.
熟知饭店产品服务知识，及日常会议活动

-Possess a working knowledge of the room reservation procedures and takes reservations and cancellations if required.
熟知接受和取消预订的标准流程

-Maintain the neatness of his/her working area and replenishes counters with brochures for guests availability.

保持工作区域的干净整洁，保证日常所需客用品的充足

-Upon request, stores guest luggage in the luggage storage room. Handles all luggages with care.

根据客人需要提供行李存取服务

-Stay updated of all information concerning the hotel services and activities, local places of interest, restaurants, transportation, sport facilities, churches, shopping areas and all relevant information likely to be of guest’s interest in order to be able to answer guest requests and questions.

对于能够提高酒店服务质量的信息保持灵通，比如当地名胜，餐厅，交通，运动设施，教堂，购物中心以及所有客人可能感兴趣的信息，并将这些信息传递给团队。

-Manage rooms’ inventory to achieve optimum results in Occupancy, Average rate and Revenue, reviewing daily reservations accuracy, rates compliance from segment and source.

管理记录房间情况，包括入住率，平均房价，收入等。回顾之前相关信息

-Keep records, deliver and distribute all incoming and outgoing mails, faxes, messages and parcel addressed to current or future guests and hotel employees according to hotel procedures.

按照酒店相关规定对接手的客人信件信息及行李做出相应的记录

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

相关工作包含但不仅限于以上要求，会根据业务发展和酒店需求随时进行添加。

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