招聘Reception Agent 前台接待_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 Kempinski Experience Assesment (KEA) standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.

此职位负责以礼貌关爱的态度，按照凯宾斯基集团的标准和KEA服务程序为饭店客人办理入住和退房。他/她应时刻保持专业积极的表现，因为此职位代表着饭店给客人的第一和最后的形象。

OVERALL OBJECTIVES 工作目标

The job of Reception Agent is executed satisfactorily when:

前厅接待工作执行标准，如下

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

进行增值销售以增加客房收入

- Shift closing is done properly.

确保本班次顺利完成

- Financial Policies and Procedures are supported and followed.

支持并执行财务制度和程序

- 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 “90.5%” and above.

顾客满意度调查成绩平均高于“90.5%”

MAIN RESPONSIBILITIES 主要职责

- Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Kempinski Experience Assessment (KEA) standards.

按照凯宾斯基集团的标准和KEA程序，以礼貌友好的态度为客人办理入住和退房

- 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 or refer cash handling payment to cashiers.

为客人办理入住登记和分配房间。如有特殊要求须尽量满足。如有需要帮助客人完成登记卡。使用销售技巧销售饭店客房及推销饭店其他服务设施。按照押金制度收取客人押金并及时入账。

- 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.

为离店的客人办理退房手续。收取费用。入账并给客人提供收据。

- 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.
办理所有前厅收银有关的业务，如将费用入账，外币兑换。班次结束时，将备用金平帐。

- Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.

以礼貌友好的方式回答客人的要求和问题，无论是接听电话或者当面询问，提供或接受信息，跟进或交接给相关人员，例如为客人存取贵重物品，递送留言或是处理投诉。

- Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.

将延迟退房，提早入住和特殊要求等相关信息与客房部进行沟通和协调。
Keep informed of product and service knowledge as well as the hotel daily and meeting activities.
及时获知掌握饭店服务产品知识以及会议活动信息。

- Possess a working knowledge of the room reservation procedures.
了解客房预订程序相关知识。

- Maintain the neatness of his/her working area.

保持工作区域整洁有序。

- 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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