前台实习生岗位职责

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*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、负责房卡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、中专以上文化程度，沟通能力强；
2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识责任感。

【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，努力争取经济效益；
4、熟练总台各项专业业务和技能，做好对客服务；
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，可进行日常英语交流；
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前厅工作规范。

Following comply with each task job assigned by the department superileader.
服从上级领导安排的工作和任务。
Plans supervises the day to day operations of the Reception section which are related to the arrival departure of guess, including the room sales, the room assignments of Groups Crews room registrations.
计划和监督前台日常运作，包括客人入住和退房，房间销售，贵宾的房间分配，团队和 机组房间登记。
Knowledge of all hotel features/services, hours of operation.
了解酒店概况及服务，运营时间。
All room types, numbers, layout, decor, appointments location.
所有房型、房间数、布局、装饰风格、分布和位置。
All room rates, special packages promotions.
所有房价、特殊套餐和促销。
Daily house count expected arrivals/departures.
每天在住房数和预计到店数/预计退房数。
Room availability status fany given day.
任意一天房间可用状态。
Scheduled daily group activities.
每天团队信息。
Maintain complete knowledge comply with all hotel departmental policies procedures.
熟知并遵守酒店和部门的政策和程序。
Meet with supervisto review daily assignments priorities.
跟主管一起回顾当天的工作情况。
Meet with departing receptionist to review business status follow up items.
跟即将离职的员工做好工作上的交接。
Access all function of computer system according to established procedures standards.
根据已建立的程序和标准访问电脑系统的所有功能。
Set up workstation with necessary supplies; maintain cleanliness throughout shift.
利用必要的支持建立工作站；在当班期间保持整洁。
Answer department telephone within three rings, using correct greeting telephone etiquette.
在三声之内接起电话，使用正确的问候和电话礼仪。
Promote positive guest relations to all individuals approaching the Front Desk.
跟所有走近前台的客人建立积极友好的关系。
Accommodate all requests finformation in a congenial manner.
用一种随和的方式回答客人所有的问询信息。
Process all guest check-ins according to established hotel requirements:
根据酒店的政策和程序为所有客人办理入住 。
Confirm reservation in system review all noted information.
在系统里确认所有预定信息。
Uploading guest information to PSB system appropriately.
向公安系统准确上传住店客人的身份信息。
Fguests without a reservation, sell a room type according to guest preference.
为没有预定的客人销售酒店的房间。
Register guest in PMS generate a registration card.
在系统里为客人做登记并生成入住登记单。
Verify registration card information with guest.
跟客人确认入住登记单上的信息。
Obtain back-up information fguest credit/payment method put PMS; collect cash when designated.
获取客人信用卡信息并输入系统；收取足够的现金押金。
Assign guest room.
分房。
Advice guest of any messages, mail, faxes, etc. received fthem.
帮客人接收留言，邮件和传真等等。
Inform guest of room safe mini-bar room key procedures.
告知客人房间保险箱，迷你吧和房卡的程序。
Communicate services amenities included in packages to guests on packages.
根据客人房价套餐项目合理的沟通协调相关服务和礼遇。
Maintain guests’ profile in PMS.
维护客人的客史档案。
Communicate V.I.P. arrivals to designated personnel fescort delivery of amenities.
协调重要客人的预抵情况并安排专人指引及礼遇派送。
Set up accurate accounts feach guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).
根据每个客人的需求，为他们建立准确的账户（例如：一起结账还是分开结账/税/杂费，免费）。
File registration cards vouchers in bucket by room number.
根据房号将入住登记单和小单存放在夹子里。
Extend every effort to obtain satisfactory alternative accommodations fguests with reservations f"walk-out" guest.
Follow established procedures f"walk-out" guests.
对于已有预订的客人但酒店已没房时，尽所有努力帮客人预订其他酒店。对于没有预订的客人，在满房时按已建立的程序操作。
Accommodate room changes expediently.
合理的为客人处理换房。
Handle guest complaints according to the instant pacification procedures, ensuring guest satisfaction.
根据酒店程序处理客人投诉，确保客人满意。
Document all guest requests, complaints problems immediately notify designated department/personnel fresolving the situation.
Follow up within 20 minutes to ensure completion guest satisfaction.
及时记录客人所有需求，投诉和问题并通知相关部门和人员解决。遵循20分钟内解决并让客人满意的原则。
Accept record wake-up call requests; deliver to PABX.
接收和记录叫醒要求，传递给PABX。
Issue safe deposit boxes to guests ensure security of keys.
提供贵重物品寄存并告知客人需保证钥匙的安全。
Document confirm reservations cancellations.
记录和确认预订信息和预订取消。
Block rooms in the computer follow through on designated requirements.
按照客人的需求在电脑中封锁房间。
Pre-register designated guests prepares key packets.
提前为客人准备入住登记单和房卡。
Communicate pertinent guest information to designated
合理的为客人传达酒店的信息。
Generate, print distribute daily weekly reports.
生成、打印和分发每日和每周报表。
Match the bucket check to in-house guest ledger report; report discrepancies to manager.
检查核对住店客人的帐务信息，将差异上报经理。
Process all check-outs according to established hotel requirements.
根据酒店的政策和程序为客人办理退房。
Resolve any late charges.
解决托收事宜。
Present folio to guest resolve any disputed charges.
为客人准备账单并解决有争议的费用。
Settle guest accounts following Accounting procedures.
根据酒店程序为客人结账。
Retrieve guest room key from guest.
读取客人房卡。
Request guest comments on their stay.
询问客人住店感受。
Process express check-outs throughout the shift.
办理快速退房。
Check out guest in PSB system.
将退房的客人及时的在公安系统里面退宿。
Handle requests flate checkouts according to established hotel procedures
根据酒店程序处理客人延迟退房的需求。
Conduct group check-ins/outs according to established hotel procedures.
根据酒店程序办理团队入住和退房。
Assist all departments/executives in obtaining appropriate information regarding groups, inventory guest information.
协助各部门/高管获得团队的相关信息，房量和客人信息。
File guest room keys ensure the safe keeping of keys at the Front Desk.
安全存放客人的房卡。
Adhere to all cashiering procedures
遵守所有财务程序
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
处理调账、现金退款、修改、杂费。
Make change fguests.
帮客人兑换外币。
Post charges
抛账。
Settle room accounts.
结账。
Run closing reports
关账。
Complete designated cashier reports.
完成指定收银报表。
Balance receipts.
平账。
Drop receipts.
投账。