Duties and Responsibilities工作职责
FINANCIAL RETURNS财务回报
Think economical for the department at any time.
在任何时刻都从部门的经济角度考虑。
Do not waste anything.
绝不浪费任何物品。
Never use anything which is there for the guest unless your Manager has authorized you to do so
除非得到你的经理授权，决不允许使用任何客用品。
PEOPLE员工团队
High awareness of Guest service and sense of
Job
Responsibility
有对客服务意识和较强的工作责任心
Positively
achieve all the training course assigned by serving section
积极认真完成部门安排的各项培训
Be familiarized in and obey all the policies or regulations of the hotel
认真了解并严格遵守酒店规定的各项政策与制度
Be familiarized in and obey all the policies of the section; Follow any reasonable arrangement
认真了解并严格遵守部门制度；服从部门的合理安排
Sense of Team work and sharing experience
有团队帮助与分享精神
Sense of Positive communicating and reaching for help
有积极沟通并寻求帮助的意识
GUEST EXPERIENCE宾客体验
Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
随时以友好和乐于协助的态度迎接客人，并尽量了解和称呼客人的名字。
Registers and rooms all arrivals according to established procedures
按照既定工作程序为所有来客登记并安排房间。
Maintains intimate knowledge of departmental standards and procedures
熟知部门标准工作程序。
Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
履行入住、退房和换房手续，并确保所有资料都按照预订情况完整的输入酒店电脑系统。
Maintains cashier float and ensures accurate daily report of all money received
保持库存现金限额并保证每日对所收现金进行准确报告。
Keeps abreast of all modifications to accounting policies and procedures
随时留意会计政策和工作程序的变化 。
Responsible and attends to guest’s request of using the service of safety box at all times
随时负责回应客人关于使用保险箱服务的要求。
Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
熟知所有特别促销活动，如：季节性套餐计划、常客优惠计划以及洲际酒店集团忠实方案。
Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Manager if he/she unable to assist
处理客人的投诉、问询和请求，如果自己无法提供协助，则将问题转给主管和经理。
Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
尽一切努力确保客人在离店时会对酒店的服务有很好的印象。
Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read e-mail, messages, and how to interpret availability sources within the reservation systems
全面了解标准的预订工作程序，包括如何正确使用表格，如何读电子邮件和留言，以及如何在预订系统内对房源情况进行解读。
Ensure arrival list for the current day is check at the start of the shift to ensure all guest profile notes and preferences are fully understood.
确保在值班开始时检查当日预进客人名单，以保证所有客人的客史备注和喜好都被跟进。
Be stationed at entrance to Club Lounge to welcome all guests to the club lounge
在俱乐部酒廊的入口欢迎所有进入的客人。
Before guest check in, Club floor will receive a call from Front Desk advising guest arrival
在客人办理入住前，俱乐部楼层应接收到前台电话通知客人的到达。
When the guest arrival greeting with the guest name at the elevator with big smile.
当客人到达时应在电梯口微笑热情地欢迎并用姓称呼客人。
Assist guest with luggage if required
如果需要的话帮助客人拿行李。
Escort the guest to the check in counter.
伴随客人到办理入住的柜台。
Serve welcome drink.
呈上欢迎饮料。
Club reception will check in guest and advise benefits
俱乐部接待应为客人办理入住并告知享受的待遇。
After guests check in offer to show guest the Club Lounge service (Breakfast, Afternoon Tea,Happy Hour,
Reading Area, Internet Room, Club meeting room)
当为客人办理入住后应主动带领客人参观俱乐部酒廊的服务项目（早餐、下午茶、欢乐时光、阅览室、上网区、俱乐部会议室）。
Escort them to the room and then introduce all of the related facilities.
伴随客人进入房间并介绍所有相关设施。
Offer site inspection of the rest of the hotel (Restaurants, Bar, SPA, Gym, Concierge desk)
主动介绍酒店其它区域的服务（餐厅、酒吧、水疗、健身房、礼宾台）。
You have to attend all training courses on time and you ensure that the training which you attend will be followed up by together with your Manager.
你必须按时参加所有的培训课程并且确保你参加的培训应由你的经理一起跟进完善。
You will at all times show a professional image of the Intercontinental Nanjing in from of all guests.
你应随时在所有客人面前都展现出专业的形象。
Record all the needs and preferences of each guest into the guest history log book on a daily basis.
每天都在宾客客史档案里记录下每个客人的所有需求和喜好。
You will focus on all what’s the guest needs.
你应关注于客人的需求。
It is responsibility of the employee to ensure that you learn and remember what you have been taught.
员工有责任确保学习并记住被告知内容。
Make sure we leave 1st impressions on our guests in an excellent way.
确保我们给我们的客人留下了美好的第一印象。
Make sure the guest feels “The Club Floor is his home away from home.
确保客人感受到“俱乐部楼层是他的家外之家”。
Respond to guest needs at any time, make them feel welcome.
任何时刻都为客人的需求负责到底，令他们感到温馨。
Follow the greeting standards towards any customer (internal& external) at any time.
在任何时刻遇见任何客人（店内和店外）都应按照标准问好。
Helping the guest with the luggage to the room.
帮助客人将行李送至房间。
Introduce Club InterContinental service, benefits and room features and facilities to every guest.
向每位客人介绍洲际俱乐部的服务项目、所享待遇、房间特色和设施设备。
Coordinate with Concierge to arrange restaurant bookings, theatre, limousine, sightseeing and etc.
与礼宾部沟通以安排餐厅预订、剧院、车辆、观光等等。
Make sure before the guest arrival the room is clean and the amenities are in the room.
在客人到店之前确保房间是干净的且备品均配备在房间。
Coordinate with kitchen and HSKP that all guest preferences and requests are fulfilled
与厨房和客房中心沟通以满足所有客人的喜好和需求。
Report complaints from Club Floor guests to your Supervisor. Respond to guest needs at any time
任何时刻都应跟进客人的需求。
RESPONSIBLE BUSINESS企业责任
Ensure cleanliness of all Club Floor areas at any time.
任何时刻都应确保俱乐部楼层区域的整洁卫生。
Check & clean all Club Floor areas Front & Back of house.
检查并清洁所有俱乐部楼层的前场和后场区域。
Follow up regular cleaning schedules.
跟进完成日常卫生值日表。
Report to your Supervisor if not enough stock is available.
如果出现库存物品不足应汇报给你的主管。
Ensure all the working equipment is functional
确保所有的工作设施设备运行正常。
Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand
按照洲际酒店集团品牌的预期保持自己行为、外表和态度的高标准。
Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
随时保持前台工作区域的整洁和有序，并以此作为自己的个人兴趣和骄傲 。
Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard
力争保持酒店的高标准，特别注意洲际酒店集团忠实计划会员及其它贵宾的重要性，并重视酒店的健康和安全隐患等问题。
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