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· Responsible for front desk-related activities including guest reception, check-in/check-out procedures, room assignments, foreign exchange services, and assisting with guest inquiries to deliver professional and efficient service.負(fù)責(zé)前臺(tái)核心運(yùn)營工作，包括賓客接待、入住/退房手續(xù)辦理、客房分配、外匯兌換服務(wù)等，并提供專業(yè)的問詢解答，以高效、專業(yè)的服務(wù)支持提升賓客體驗(yàn)。
Main Responsibilities 主要職責(zé)
1.Administration 行政
· Keep the front desk work area clean, organized, and well-maintained; regularly sort documents, promotional materials, and operational tools to ensure a professional service environment.保持前臺(tái)工作區(qū)域整潔有序、設(shè)施完好，定期整理單據(jù)、宣傳品及運(yùn)營工具，營造專業(yè)服務(wù)環(huán)境。
· Master standard front desk procedures (guest greeting, check-in, check-out, etc.) and strictly follow operational guidelines to ensure consistent administrative
execution.熟悉前臺(tái)全流程標(biāo)準(zhǔn)（迎送、入住、退房等），嚴(yán)格遵循操作規(guī)范，確保行政執(zhí)行一致性。
· Assist in compiling daily operational data (e.g., occupancy statistics) and submit reports to supervisors to support administrative tracking.協(xié)助匯總每日運(yùn)營數(shù)據(jù)（如入住統(tǒng)計(jì)），向主管提交報(bào)告，為行政跟蹤提供支持。
2.Financial and Revenue Responsibilities 財(cái)務(wù)與收入職責(zé)
· Strictly adhere to financial procedures: accurately post room charges, value-added service fees, and other expenses into the system to ensure billing accuracy.嚴(yán)格遵循財(cái)務(wù)程序，將客房消費(fèi)、增值服務(wù)等費(fèi)用準(zhǔn)確入賬，確保賬單無誤。
·
Provide foreign currency exchange services in compliance with regulations; proficiently handle multiple payment methods (cash, credit cards, checks, transfers) to avoid fund discrepancies. 合規(guī)提供外幣兌換服務(wù)，熟練操作現(xiàn)金、信用卡、支票、轉(zhuǎn)賬等支付方式，避免資金誤差。
·
Process check-out procedures per standards: verify consumption details, explain bill components, and assist with payment settlement to ensure accurate guest
billing.按標(biāo)準(zhǔn)辦理離店手續(xù)，核對(duì)消費(fèi)明細(xì)、解釋賬單構(gòu)成、協(xié)助付款結(jié)算，確保賓客結(jié)算準(zhǔn)確。
·
Demonstrate proactive sales awareness: recommend value-added services (breakfast packages,late check-out) based on guest needs to increase per-guest revenue.具備主動(dòng)推銷意識(shí)，結(jié)合賓客需求推薦含早套餐、延遲退房等增值服務(wù)，提升單客收入。
3.Talent and Culture and Training 人才、文化及培訓(xùn)·
Participate in regular front desk training sessions (service etiquette, system operations,sales skills) to continuously improve professional capabilities.參與前臺(tái)定期培訓(xùn)（服務(wù)禮儀、系統(tǒng)操作、銷售技巧等），持續(xù)提升專業(yè)能力。
· Abide by hotel codes of conduct, maintain standardized grooming and service language, and contribute to a positive team culture.遵守酒店行為規(guī)范，保持標(biāo)準(zhǔn)化儀容儀表及服務(wù)話術(shù)，助力營造積極團(tuán)隊(duì)文化。
· Collaborate with team members to share service experiences and best practices, enhancing overall team efficiency.與團(tuán)隊(duì)成員協(xié)作分享服務(wù)經(jīng)驗(yàn)及最佳實(shí)踐，提升團(tuán)隊(duì)整體效率。
4.Guest Service Responsibilities 賓客服務(wù)職責(zé)
· Greet guests warmly with standardized procedures, address them by name proactively,and create a welcoming first impression.以標(biāo)準(zhǔn)流程熱情迎接賓客，主動(dòng)稱呼其姓名，營造親切的第一印象。
· Review daily arrival reports in advance, focus on special guest groups (repeat guests, VIPs, long-stay guests), and prepare personalized reception plans (e.g., room preferences, amenities).提前查閱抵店報(bào)表，重點(diǎn)關(guān)注回頭客、VIP、長住客等特殊客群，準(zhǔn)備個(gè)性化接待預(yù)案（如房型偏好、贈(zèng)品安排）。
· Guide guests in completing registration forms accurately; allocate rooms reasonably based on reservations and preferences to ensure satisfaction.指導(dǎo)賓客準(zhǔn)確填寫入住登記表，根據(jù)預(yù)訂信息及偏好合理分配客房，保障入住滿意度。
· Respond promptly to guest inquiries and feedback, record details thoroughly, and escalate unresolved issues to supervisors in a timely manner.及時(shí)響應(yīng)賓客咨詢與反饋，詳細(xì)記錄相關(guān)信息，未解決問題及時(shí)上報(bào)主管。
5.Professional Technical Responsibilities 專業(yè)技術(shù)職責(zé)
· Proficiently operate the hotel’s English-interface PMS (e.g., Opera system) to independently handle room status inquiries, reservation entry, account processing, and guest history recording.熟練操作全英文酒店前臺(tái)管理系統(tǒng)（如 Opera），獨(dú)立完成房態(tài)查詢、訂單錄入、賬務(wù)處理、客史記錄等數(shù)字化操作。
· Maintain real-time awareness of room status during shifts, including occupancy details of VIPs, groups, and meetings, to ensure accurate system updates.當(dāng)班期間實(shí)時(shí)掌握客房狀態(tài)，包括 VIP、團(tuán)隊(duì)、會(huì)議住房情況，確保系統(tǒng)信息準(zhǔn)確更新。
· Manage guest safety deposit boxes per standard procedures: record access logs meticulously to safeguard guests’ belongings.按標(biāo)準(zhǔn)流程管理客用保險(xiǎn)箱，詳細(xì)登記存取記錄，保障賓客財(cái)物安全。
· Immediately report individuals with suspicious behavior, facility malfunctions, or safety hazards to supervisors; strictly protect guest privacy and hotel sensitive
information.發(fā)現(xiàn)可疑人員、設(shè)施故障或安全隱患立即上報(bào)主管，嚴(yán)格保護(hù)賓客隱私及酒店敏感信息。
Other Responsibilities 其他職責(zé)
· Assist in ensuring welcome amenities for VIPs are delivered to rooms before arrival and verify room status to guarantee a seamless check-in experience.協(xié)助確保 VIP 賓客贈(zèng)品在抵達(dá)前送至客房，并核查客房狀態(tài)，保障入住體驗(yàn)順暢。
· Efficiently handle room changes, extra bed requests, and late check-out procedures, update system information in real-time, and coordinate with Housekeeping as needed.高效辦理換房、加床、延遲退房等手續(xù)，實(shí)時(shí)更新系統(tǒng)信息，必要時(shí)與客房部協(xié)調(diào)配合。
· Ensure daily accounts are settled on the same day, verify bills accurately, issue
invoices as required, and maintain financial data integrity.確保每日賬務(wù)日清日結(jié)，準(zhǔn)確核對(duì)賬單，按要求開具發(fā)票，保障財(cái)務(wù)數(shù)據(jù)完整。
· Undertake multi-functional role assignments as needed (e.g., temporary coverage for service gaps during peak periods).按需求承擔(dān) “一職多崗” 任務(wù)（如高峰期臨時(shí)補(bǔ)位支援）。
Sustainable Development (Planet 21) Responsibilities可持續(xù)發(fā)展職責(zé)
· Practice energy-saving habits in daily work, such as turning off equipment when off duty, reducing paper usage by using digital forms, and avoiding unnecessary
printing.在日常工作中踐行節(jié)能習(xí)慣，如下班關(guān)閉設(shè)備、使用電子表單減少紙張消耗、避免不必要打印。
· Participate in waste classification in the front office area, ensuring recyclable materials are properly separated and disposed of.參與前臺(tái)區(qū)域廢棄物分類，確保可回收物正確分離與處理。
· Assist in promoting environmental initiatives to guests, such as introducing the hotel’s towel reuse program or eco-friendly
amenities.協(xié)助向賓客推廣環(huán)保舉措，如介紹酒店毛巾重復(fù)使用計(jì)劃或環(huán)保贈(zèng)品。
· Report facility malfunctions (e.g., water leaks, faulty energy-saving equipment) to supervisors promptly to support timely maintenance.及時(shí)向主管報(bào)告設(shè)施故障（如漏水、節(jié)能設(shè)備異常），助力及時(shí)維修。
Key Performance Indicators關(guān)鍵績(jī)效指標(biāo)
· Task Completion Rate
工作任務(wù)完成率
· Guest Satisfaction Score
賓客滿意度得分
· Avg. Check-in/Check-out Time
入住/退房平均時(shí)長
· Billing Accuracy Rate
賬單準(zhǔn)確率
· PMS Data Accuracy
PMS數(shù)據(jù)準(zhǔn)確率
Profile概況
Knowledge and Experience知識(shí)與經(jīng)營
· Familiar with basic front desk procedures, including guest greeting, registration, and payment processing;
able to operate PMS (e.g., Opera) proficiently.熟悉基礎(chǔ)前臺(tái)流程，包括賓客迎送、登記及支付處理，能熟練操作PMS系統(tǒng)（如 Opera）。
· Basic English communication skills (oral and written) to assist international guests; strong customer service awareness and attention to detail.具備基礎(chǔ)英語溝通能力（口語及書面），能服務(wù)國際賓客，擁有較強(qiáng)客戶服務(wù)意識(shí)及細(xì)節(jié)關(guān)注能力。
Competencies勝任力
Required Skills –技能要求
· Excellent communication skills for frequent interactions with guests, employees, and third parties, reflecting positively on the hotel, brand, and company.具備出色的溝通能力，在與賓客、員工及第三方互動(dòng)中展現(xiàn)專業(yè)素養(yǎng)，維護(hù)酒店、品牌及公司形象。
· Proficiency in English reading and writing to handle international guest services and system operations.具備英語讀寫能力，能應(yīng)對(duì)國際賓客服務(wù)及系統(tǒng)操作需求。
· Familiarity with front desk procedures, PMS (e.g., Opera), payment processing, and upselling techniques.熟悉前臺(tái)流程、PMS系統(tǒng)（如Opera）、支付操作及推銷技巧。