-遵守酒店及部门的工作政策及程序。

Abide by the Hotel and departmental Policies and Procedures.

-坚持酒店安全制度、紧急情况处理规定和程序。

Adhere to the hotel’s security and emergency policies and procedures.

-坚持做到员工手册上所列的有关礼貌，章程和规则的条款。

Adhere to the policies, procedures and rules outlined in the Employee Handbook.

-熟悉酒店所有房型、包价、房价和餐饮促销。

Be familiar with all room types, package plan, room rates, F&B promotion etc.

-积极向客人推销酒店设施和产品，根据酒店政策进行客房升级销售。

Actively sell the in house facilities to our guests, practice up selling at all-time according to given guidelines.

-满足客人的合理要求，并将信息通知给相关部门。

Satisfy all legal requirements and inform relevant departments of each arrival.

-在接班本上记录发生的不平常或重要事件，以便后续处理。

Record in the logbook any unusual happenings and all-important matters for follow up.

-提供殷勤服务，迅速而得体的解决客人的需求、投诉和咨询以满足客人期望（请不要忘记称呼客人的姓氏），并把主要问题转告给上司。

Provide courteous service to guests and respond promptly and tactfully to guest needs, complaints, and requests and inquires in order to fulfill each request to the satisfaction of the guests not forgetting to use guest name. Also refer major problems to the leader.

-用标准的程序为客人办理入住和退房。

Check in and check out of hotel guests according to standard procedures.

-分房，确认房费和客人的付款方式。

Assign a room and rate for every guest and confirm form of payment.

-在办理入住时向客人收取足量的押金，每班次检查超余额账目，并采取有效措施解决。

Ensure sufficient advance deposit collected upon check in and action on high balance account every shift.

-查看当日预抵和预离客人，记住VIP客人的姓名。

Check arrival/departures and remember the names of VIP guests.

-在收钱或换钱时，仔细辨认外币，确保无假币，无坏币。

Identify foreign currency carefully, ensure no fake or damage currency collect when receiving or changing money for the guest.

-熟悉旅行社结算单和其他代金券。

Be familiar with travel agent or any vouchers.

-查看所有相关文件，确保付费方式被审批，并且有相应代金券或其他信用支付方式支撑。

Check all correspondences to ensure billing instructions are properly approved and supported with voucher or other valid credit advises.

-团队到店前准备好房卡。

Make all room key before group guest arrival.

-团队退房前准备好相关的帐单。

Prepare group master folio and outstanding list before check out.

-当客人退房时，应微笑着称呼客人的姓名，并表示友好。

Greet and check out guests accurately, friendly, using guest name and smile.

-登记每位客人的预离时间及细节。

Obtain expected departure date and details of every guest.

-把客人杂项帐目准确的记在客人帐户上。

Accurately post all miscellaneous charges into guest accounts.

-在客人离店之前，确保其账目已被妥善结清。

Ensure all guests settle their account by proper form of payment before leaving the hotel.

-需精通有关信用卡使用和支付政策。

Be fully conversant with the credit policies in regards to credit card procedure.

-为酒店客人处理信用卡提现交易（不同国家的信用卡有所区别），对收取的每一种货币负责。

Handle credit card guaranteed cash advance for hotel guests (this may vary from country to country) Be responsible for all issued finds, foreign currencies and all collections that are handle by the cashier.

-确保所有客人/团队的信息，以及消费单据的完整。

Ensure that all guest/group information and billing instructions received are completed.

-按房号把所有资料订在客人资料册上。

File all documents in the guest folio tray in order and by room number.

-收钱后，立刻计入帐单。

Receive and post charges immediately to the guest folio.

-所有减免、转帐、退款、修正必须清楚的登记在单据上以作支撑。

Ensure that all vouchers for rebates, transfers, paid outs and corrections are clearly explained and

supported.

-Female or Male

-Able to use Chinese

-Able to use computer

-Willing to work and learn new

-Reliable

-Good attitude and teamwork