【正文】 GANIZATION CHARTKey Responsibilities Registers and rooms all arrivals according to established procedures Performs check in, check out and room change procedures and ensures all data are entered pletely into the hotel systems in accordance with reservation Maintains cashier float and ensures accurate daily report of all money received Keeps abreast of all modifications to accounting policies and procedures Attends to guest’s plaints, inquiries and requests, referees problems to supervisor/Reception Manager if he/she unable to assist Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service When on night shift, checks night report and prepares the morning report。 Maintains prehensive knowledge of standard reservation procedures including how to read telex, , messages, and how to interpret availability sources within the reservation systems Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times Demonstrate Awareness of OHamp。S guidelines Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly Log security incidents and accidents in accordance with hotel requirementsKey CompetenciesKey TasksTaking Responsibility Adhere to InterContinental Hotel Group Corporate Code of Conduct Adhere to Front Desk Policies and Procedures Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge Understands the hotel’s facilities, products and services Implements section procedures and policies as neededCustomer Focus Anticipate guest needs, handle guest enquires, and solve problems Adhere to hotel brand standards Assist guests and escort them to locations within the hotel at their request Maintain current Hotel information to be able to provide information to guestsTeamwork Communicate well to ensure effective shift handover Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way municationAdaptability Work in line with business requirements Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements Maximize opportunities for self developmentReliability Follow standards, policies and procedures Work effectively with customers and colleagues from different viewpoints, cultures and countriesReplacement and Temporary Mission To be ready and responsible to perform any other duties as designated or required by management from time to time.Notice Management reserves the right to make changes to this description at its sole direction without advance notice. SUBJECT : REGISTER FITWhen the guest approach FD counter, the following checking in procedure should be processed.當(dāng)客人來到前臺(tái)時(shí)，根據(jù)以下程序登記入住。2. Guest is warmly greeted at the counter with your smile and pleasant expressions.“Good Morning/afternoon/evening, Sir.” 微笑并熱情禮貌地問候客人?！?. Ask for passport or ID for registration.“May I have your passport or ID for registration?” 向客人索取護(hù)照或身份證進(jìn)行登記。 （一旦你從客人護(hù)照或身份證上取得客人姓氏后，必須稱呼客人姓氏。 詢問客人“XXX先生，這是您第一次入住我們酒店嗎？” 如果回答否，你應(yīng)說：“歡迎您回來，XXX先生?！?6. PCR enrollment.“Are you our Priority Club member, Mr. _____?”If yes, put guest number in system.If not, enroll guest to be a member. 優(yōu)選俱樂部會(huì)員招募。 如否，鼓勵(lì)客人加入。8. Confirm reservation details.“, you will be staying with us for XX nights, c/o on XXX?”“You booked our nonsmoking deluxe room with one king size bed.”(If the occupancy is not high)“You prefer smoking or nonsmoking?”“King bed or twin?” 與客人確認(rèn)預(yù)定細(xì)節(jié)。 根據(jù)客人喜好分配房間。 別忘了推銷更高一級(jí)的房間和套餐服務(wù)。如果客人是第一次入住酒店，嘗試向客人索取名片“XXX先生，可以給我一張您的名片嗎？那么我就可以幫您填寫登記卡，您只需簽個(gè)名就可以了?！?1. Ask for deposit.“ how would you like to settle your bill?”(If settled by credit card)“May I have your credit card, please?”(If settled by cash)“I need XXX for deposit, .”“, this is the receipt of your deposit, please keep it and return to us upon checking out.”索取押金?！薄癤XX先生，這是您的押金條，請(qǐng)收好并在退房時(shí)交還給我們?！癤XX先生，請(qǐng)問您XX號(hào)準(zhǔn)備幾點(diǎn)退房呢？”13. Present key holder to the guest.“, your room is on XX floor, nonsmoking and king bedded! This is your room rate (use your hand to point out), plus 15% service charge. Breakfast is inclusive in our coffee shop (use your hand to show the guest where is the coffee shop) from 6:30 to 10:30.”“The rate is for acmodation only. But for your information, our coffee shop serves American Breakfast from 6:30 to 10:30.”將房卡給客人。您的房?jī)r(jià)在這（用手指出），加15％的服務(wù)費(fèi)，包含咖啡廳早餐（用手指示咖啡廳位置），從6:30到10:30?！?4. Wish guest would have a pleasant stay. “Thank you, , my colleague XXX will show you the room. Enjoy your stay.”(If guest has no luggage)“Thank you, , elevator is over there. Enjoy your stay.” 預(yù)祝客人入住愉快。入住愉快。） “謝謝您，XXX先生，電梯在那邊，入住愉快。1. Greet guest.“Good morning/afternoon, Sir/Madame. Checking out?” 問候客人。退房嗎？”2. If answer is yes.“May I have your room number please? And may I have your room key back?”(Once know guest’s name, please address guest by surname.)如答是。）3. Ask mini bar consumption.“, is there any last minute consumption from mini bar since last night?”詢問迷你吧消費(fèi)?！癤XX先生，這是您的帳單，請(qǐng)確認(rèn)?！保ńo客人指出簽名位置。 （如發(fā)現(xiàn)客人仍未是優(yōu)選俱樂部會(huì)員，向他介紹這項(xiàng)計(jì)劃并邀請(qǐng)加入。您一旦成為我們的會(huì)員，您在酒店每消費(fèi)一美元。您只要給我一張您的名片便可加入了?！罢?qǐng)問您還是用同一張信用卡結(jié)帳嗎？”或“請(qǐng)問您是用現(xiàn)金結(jié)帳嗎？”（我要退回XX錢給您。 “請(qǐng)問您房間的保險(xiǎn)柜還有任何東西嗎？” “請(qǐng)拿好隨生物品?！白〉眠€好嗎，XXX先生？”（如果回答是肯定的。那么您什么時(shí)候再次光顧呢？”（如客人說已經(jīng)做好了下次的預(yù)定，找出預(yù)定并告知確認(rèn)號(hào)碼。）〔如客人說他要到別的城市，問客人是否需要幫他預(yù)定我們的姐妹酒店。） “謝謝您通知我們，我將告訴我的經(jīng)理，非常抱歉給您造成的不便。如客人需要發(fā)票，將帳單及發(fā)票一起放入信封，雙手遞給客人?！癤XX先生，需要幫您拿行李嗎？需要幫您安排車嗎？”11. Introduce yourself to guest.“I am _____, if you need any help in the future, you may contact me or my colleagues. We will be happy to serve you.”