招聘Management Trainee Front Office 前厅部管理实习生_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 范围

According to the hotel and department's training plan, take training in various positions, provide
service to guests in accordance with Kempinski standards, and assist the Front Office Manager in completing at least 3 projects.
根据酒店和部门的培训计划，对本部门的各个岗位上进行培训，按照凯宾斯基标准向客人
提供服务，并协助部门经理完成至少3项任务项目。

OVERALL OBJECTIVES 总体目标

Up-selling is focused on and executed in order to increase room revenues.
完成促销指标任务。
Shif 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。

Assist the Front Office Manager in completing at least 3 projects.
协助部门经理完成至少3项任务项目。

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 quality standards.
按照凯宾斯基质量标准，友好，关怀的为到店客人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，必要的话协助客人
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 direetions, confirming flights ete.
所有渠道客人，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 ofall complaints and requests, follow up and inform concerned operating
departments.
维护所有投诉和要求的记录，跟进并传达给相关部门。
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.
根据客人需求提供行李存取服务。
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.
及时了解能够提高酒店服务质量的信息，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。
Assist the department manager in innovative activities and provide creative suggestions to
enhance the guest experience.
协助部门经理进行创新活动，在提升客人体验上尽可能地提供有创造性的建议。
Participate in departmental training activities and act as a trainer to share knowledge or skills
with the team when necessary.
参与部门的培训活动，必要时将担任培训师与团队分享知识或技能。
Participate in staff activities of the department and organize team members to complete
various collective activities of the hotel.
参与部门的员工活动，组织团队成员共同完成酒店的各项集体活动。
Follow up at least 3 tasks assigned by department manager.
跟进部门经理分配的至少3项任务项目。

Keep grooming match with standards
根据饭店及品牌标准保持个人仪容仪表。
Conduct health regulation, safety policy
执行酒店安全紧急情况政策及程序。
Settle danger situation and inform potential danger
采取行动排除危险情况，并及时通知危险隐患
Carry out all the process of safety emergency.
执行酒店安全紧急情况政策及程序。
Ensure the back is as clean, safe and hygiene as the front area.
保证酒店后场区域与前场区域保持同样干净、安全、卫生。
Keep analysis, evaluate, improve self-behavior.
不断分析、评估、改进个人工作表现。
Comply with StaffHandbook and related policies.
遵守《员工手册》的相关规定。

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