Under the generaldirection of the Front Desk Supervisor and within the limits of established New World Hotels brand and local policies and procedures,performs all aspects of Front Desk services, such as check-in, check-out,cashiering, up selling etc. to achieve the highest possible guest satisfaction. 在酒店前台主管、新世界酒店品牌政策及当地政府法规的指导下，操作并完成前台的所有服务如入住、退房、收银, 销售等，尽可能提高客人的满意度。 Maintain complete knowledge of all departmental policies and comply withall departmental policies, service procedures and standards (Hotel & LQA)on a daily basis. 保持对所有部门政策的全面了解，每天遵守所有部门政策、服务程序和标准(酒店和LQA)。 Monitor TrustYou and take necessary action to ensure service level andengagement are always up to hotel standard and goal set by the management inorder to maintain high customers’ satisfaction and loyalty. 监管TrustYou，采取必要的行动以确保服务水平和客户满意度始终符合酒店的标准和管理层设定的目标，以保持高的客户满意度和忠诚度。 Under the general direction of the Manager and within the limits of established New World Hotels brand and local policies and procedures, performs all aspects Guest Relations services, such as Guest engagement, Guest recognition, SAG coordination and welcome... to achieve the highest possible guest satisfaction. 在经理的总体指导下，在新世界酒店品牌标准及当地政策的范围内，全面开展宾客关系服务，如宾客参与、宾客认可、SAG协调、欢迎等，以达到客人的最高满意度。

工作职责： 通晓酒店各项政策和规范 • To report to work on time, uniform to be clean & tidy, including name tag. Personal appearance and grooming conform the Brand Service Standards 及时汇报工作，确保自己的服饰、发型整洁、淡妆等方面全部符合集团规定和标准 • To attend the required meeting 参加相应的会议 • Knowing the names and positions of the hotel’s management and their respective extensions 了解酒店管理层人员，对应的职位，以及分机号码 • To be familiar with all hotel’s facilities and restaurants 通晓酒店设施设备及餐厅信息 • To be aware of the promotions in the hotel’s restaurants 及时了解并更新酒店餐厅的促销以及活动 • Awareness of the daily events in the hotel 了解酒店每天的宴会活动 • Familiarity with the city attractions and restaurants 熟知当地的人文、景观知识以及餐厅信息 • Knowledge of the events in the city 了解当地城市的会展，展览以及其他活动 • To handle all internal and external phone calls according to the telephone etiquette 按照酒店的电话礼仪，规范接听酒店内部和外部的电话 • To ensure the reception desk is clean at all times 保证前台时刻干净整洁 • Familiarity with the GSA Checklist for the AM and PM and night shift 本职位轮班包括夜班以及早班及中班，需要熟悉前台接待的早班，中班，以及夜班的工作检查表 • To be conversant with the OnQ system 熟练掌握酒店PMS OnQ系统 • To use your OnQ password with discretion; log off the terminal when leaving counter. 必须使用自己的OnQ账号以及密码，在离开总台的时候需要及时注销个人账号信息 • Awareness of the different room categories and the room features 熟知酒店房型及房间数，以及每个房型的相应特征 • To be aware of the room availability, the room rates and special packages 熟知每日酒店可用房型，房价，以及房间包价套餐 • Conscious of guest’s preferences and needs 熟知客人喜好以及需求 • Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity 时刻殷勤地欢迎客人，用礼貌而恰当的方式获取客人的名字并且尽量能够用客人姓名称呼他们 • Preparation of the room assignment according to the partiality of the guest 根据客人喜好分配房间，并且提前为客人的到来做准备 • Communication of guest’s preferences to the related sections and departments; Personal Concierge, Housekeeping Department and Food and Beverage department 了解客人喜好，并且能够与相应的部门，例如专属礼宾，客房部以及餐饮部分享和及时沟通 • Ensuring a smooth check in procedure according to the Brand Service Standards 热情欢迎并为所有到店客人、团队高效的办理入住，确保执行全部的品牌标准 • Inform the Personal Concierge for guest’s arrival and ensure the guest is escorted to the room by the PC 在客人到达时，及时通知专属礼宾以护送客人至房间 • Attentive to guest’s inquiries and requests at all times 时刻保持细致周到的应对客人的问询以及需求 • To follow up the local PSB standard policy & procedure; Ensure all passports are scanned and recorded correctly in the PSB system. 遵循当地酒店治安管理系统登记章程，确保所有护照证件信息准确地录入系统 • To report immediately all guest’s comments and complaints to the Guest Relations Manager and update the CHANCE Report（in his absence the Front Office Manager） 必要时将客人的反馈意见以及投诉及时上报给宾客关系经理（前厅部经理），并且更新事故报告 • To handle foreign exchange according to the established rates and hotel policy. 遵循酒店的规章制度以及当天汇率，为客人提供外币兑换服务 • Maintains cashier float and ensures accurate daily report of all money received 保障每日备用现金，确保每日收银报告的准确性 • Keeps abreast of all modifications to Finance policies and procedures 熟知酒店财务规章制度，并且保持更新 • Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Manager if he/she unable to assist 明确客人的需求，把不能处理的事情记录下来并且汇报给宾客服务经理。 • The Credit Policy to be strictly followed 遵守酒店的信贷政策 • To communicate the transportation arrangements for the guests with the outside transportation company 协助礼宾部以及外部租车公司，沟通安排客人的接送机服务， • To make sure all miscellaneous charges are posted to the correct rooms 确保所有杂项消费及时准确地录入酒店客房管理系统 • To ensure the guest’s information bill is accurate; all the correspondence should be available for the guest’s reference 核对客人账单的准确性，保证客人签字单据的保存和及时查询 • The check out procedure has to be personalized, efficient and according to the Brand Service Standards. 热情周到为所有客人办理退房服务，确保执行全部的品牌标准 • All guests must be given a farewell by escorting them to the main entrance until they have left the hotel’s premises 热情周到地送别客人，陪同客人直至酒店出入口。 • Awareness of the “system down” procedures when the OnQ system is not responding 熟知人工办理程序以应对酒店电脑OnQ系统失效的情况。 任职资格： • Fluent in English/Mandarin spoken/written 流利的英语，普通话及其他语言将被优先考虑 • Knowledge of the OnQ system or different PMS is an advantage 熟练OnQ或者其他酒店管理系统优先考虑 ● Experience for working shifts rotation, including Night Shift. 有翻班工作经验，包括夜班。 • Well presented, smart and outgoing personality 性格开朗、头脑灵活、工作踏实 • Minimum 1 year experience in a similar position in a comparable hotel. Front Office knowledge is an advantage 至少一年及以上同岗位的工作经验，前厅部相关工作经验优先考虑

【岗位职责】 1、查看交班记录，了解上一班的移交事项，并负责处理； 2、熟悉预订资料，了解客情，尤其要记住即将来电的贵宾、常客的姓名，了解酒店的所有活动； 3、熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取最好的经济效益； 4、熟练总台各项专业业务和技能，搞好对客服务； 5、熟练掌握店内信息，提供准确的问讯服务； 6、负责为下榻酒店的宾客办理入住登记手续； 7、负责客房钥匙的管理和发放工作并严格遵守验证制度； 8、制作有关报表，为其它部门提供准确的接待信息。 【岗位要求】 1、大专以上文化程度，流利的英语口语； 2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感； 3、通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。

岗位职责： 1、做好消费宾客的迎、送接待工作，接受宾客各种渠道的预定并加以落实； 2、详细做好预订记录； 3、了解和收集宾客的建议和意见并及时反馈给上级领导； 4、以规范的服务礼节，树立公司品牌优质，文雅的服务形象。 岗位要求： 1、男女不限，年龄18—35周岁，身体健康，身材匀称、五官端正 2、具备酒店前台工作经验者优先。 3、具有良好的沟通协调能力及服务意识，反应灵敏，端庄大方、举止文雅； 4、具有较强的责任心和吃苦耐劳的职业素养，具备一定的英语口语水平。 福利待遇： 1、月休4天，带薪年假； 2、按国家规定为员工购买社会保险； 3、免费提供3餐及住宿，员工宿舍配备了空调、热水器； 4、每季度组织员工生日会； 5、组织各岗位服务技能大赛，在提升员工自身操作技能的同时，给予大家一个展示的平台。