1. 了解酒店产品知识、包括餐饮、客房、宴会、健身等设施，能够回答客人关于这些方面的所有问题。
Have knowledge about hotel product knowledge, including Food& Beverage, Guest Room, Banquet, Health club ect and can answer all these questions to our guest.
2.全面了解酒店的各项规定和程序及部门标准操作程序。
Have a complete knowledge of hotel policies and procedures as well as departmental SOP.
3.按照标准礼仪在铃响三声内接起电话；热情友好问候客人，对于酒店内客人要称呼姓名。
Answer the phones according to the standards of proper etiquette and within three rings;Greeting guest friendly and warmly.
Address in-house guest by name.
4. 每班上岗前参加前厅副经理/宾客服务经理主持的交班会。
Attend daily briefings conducted by the Assistant Front Office Manager/Guest Service Manager at the beginning of each shift.
5.任何时候确保备用金充足和准确。
Maintain cash float and accurately handle monies at all times.
6.每班检查当日抵店客人信息，包括贵宾、回头客人、团队的情况以及特别要求。
Review arrival information on a daily basis; VIP, Regular guests, Groups, special requests etc.
7.按照客人的订房要求和喜好以及房间控制的政策分房。准备需要预分配的房间和贵宾预订。
Assign the rooms according guest’s request, preference and rooms control policy. Set up pre-registered
and VIP reservations.
8.执行换房，改价或更改姓名。
Check in individual guests and group.
9.为团队和散客办理入住手续。
Check all arriving tours and do room assignments. Make copies of final tour list.
10. 提前查看预计退房的贵宾/长住客/团队/会议团队的账单，并做必要的准备。
Review the name billing for the departure VIP/Long staying/group/meeting group’s billing,
and make the necessary preparation.
11. 为散客和团队办理退房手续。
Check out individual guests and groups.
12. 通过观察或与其他同事的交流预见客人的需求，提供快速高效以及个性化的服务。
Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.
13. 始终努力达到和超越外部和内部客人的期望。
Consistently strive to meet and exceed the expectations of both internal and external guests.
14. 充分掌握前厅的产品和电脑系统操，例如绿云和钥匙卡系统。
Demonstrate comprehensive knowledge of Front Office procedures and computer system such like lvyun and key card system.
