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BASIC FUNCTION基本職能 Responsible for rooming guests, handling guest room keys, accurate inventory of guestrooms, accomplishing and maintaining required reports and records. 負責為客人分房，處理客人房間鑰匙，計算客人房間存量，制作并保存所要求的報告和記錄。 DUTIES AND RESPONSIBILITIES責任和義務(wù) 1. Registers and rooms guest according to instructions in their reservations. In the absence of reservation, offers guests suitable accommodation. 1. 根據(jù)客人的預(yù)定要求登記并分房。如果客人并未做預(yù)定，為他提供適合的住宿。 2. Offers/provides assistance to guests, as needed. 2. 如有需要提供給客人協(xié)助。 3. In response to guest queries, gives out information regarding hotel services and facilities, the “extras” offered, factual information regarding events, people, accessible places of interest, historical and cultural points of interests, cultural and entertainment performances. 3. 對客人的詢問做出回答，提供有關(guān)酒店服務(wù)和設(shè)施的信息，其他所能提供的信息， 包括事件，人物，娛樂場所，名勝古跡，文化娛樂表演等等。 4. Handles and controls guestroom keys; ensures that a key is available for every room , receives from and issues them to the right guest, initiates requests for replacement of lost keys or for issuance of additional keys as requested by guests, ensures that they are returned by the guests upon check-out, and closely co-ordinates with the key custodian regarding inventory of keys. 4. 處理并控制客人房間鑰匙，確保每個房間都有鑰匙，收取鑰匙并將它交給準確的客 人，為鑰匙遺失的客人做附加鑰匙，確保在客人結(jié)賬時能歸還鑰匙，并與鑰匙保管員一起保管儲備鑰匙。 1. Keeps an accurate count of rooms sold, vacant, out of order, etc. and maintains accurate record of all hotel guests. 5. 保持準確的房態(tài)，如空房，未清理，等等。并保留準確的酒店客人的紀錄。 2. Reconciles Room Status report of Housekeeping with that of the Department, advises Chief Receptionist/Assistant Front Office Manager of any discrepancy. 6. 將本部門房態(tài)報告與客房部的做比較，如有任何差異，向前臺接待主管/前廳部經(jīng) 理助理匯報。 3. Blocks rooms for VIPs and groups, pre-registers them and advises superior and Housekeeping Department accordingly. 7. 為貴賓客人和團隊定房，預(yù)先為他們做登記并根據(jù)需要與上級及客房部聯(lián)系。 4. Accomplishes required reports and maintains records necessary for preparation of statistical data such as: 8. 制作指定的報告并保留需要統(tǒng)計數(shù)據(jù)的記錄，如： (a) Daily arrivals and departures record每日到店離店客人記錄 (b) Room Sales recapitulation賣房資本調(diào)整 (c) Rooms breakdown report房間報告 (d) VIP and special attention list, etc.貴賓和特殊注意列表，等等 5. Attends to guests’ complaints, enquiries and requests. Refers major problems to superior. 9. 處理客人投訴，詢問和要求。對重要問題匯報上級。 6. Ensures the proper use of all Front Office supplies, forms, equipment. 10. 適當利用所有前臺辦公資源，報表，設(shè)備。 7. Maintains cleanliness of work area. 11. 維護工作區(qū)域的清潔。 12. Performs other duties as required by his supervisor or head of department 12.執(zhí)行上級及部門負責人要求的其他工作。 JOB SPECIFICATION 職位條件 1. At least 2nd year college education 至少2年大學專科教育 2. 3 year’s experience 至少3年的工作經(jīng)驗 3. Personable and neat 氣質(zhì)良好，頭腦靈敏 4.Verbal facility 口頭表達能力良好 5. General knowledge of overall operations and activities of the Hotel 對酒店總體操作的總體知識了解