? Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
? 随时以友好和乐于协助的态度迎接客人，并尽量了解和称呼客人的名字。
? Registers and rooms all arrivals according to established procedures
? 按照既定工作程序为所有来客登记并安排房间。
? Maintains intimate knowledge of departmental standards and procedures
? 熟知部门标准工作程序。
? Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
? 履行入住、退房和换房手续，并确保所有资料都按照预订情况完整的输入酒店电脑系统。
? Maintains cashier float and ensures accurate daily report of all money received
? 保持库存现金限额并保证每日对所收现金进行准确报告。
行李员
? Responsible for receiving and ensuring correct delivery of guest’s luggage to and from rooms, airport and cars and assists all guests with inquiries and requests. The Bellman performs various errands related to guest’s needs, comfort and satisfaction.
? 负责将客人的行李顺利送往或送离房间、机场和汽车，并对客人的问询和申请提供协助。 应接服务员需要从事各种各样的杂务，以满足客人的需要，保证其舒适和满意。
? At all times well groomed, have a pleasant disposition, greet guests with the most hospitable attitude upon arrival at the hotel, and willing to offer assistance at all times
? 随时保持外表整洁及良好的站姿，在客人到达时，以最热情的态度迎接客人，并主动地为客人提供帮助。
? Maintain the entrance and main door area clean and tidy, free of obstacles and ensue that traffic through the driveway is controlled
? 保持主要入口的干净及整洁，确保进入酒店车道的顺畅。
? Obtain taxis for guests as required and do your best to ensure the guests are not overcharged by taxis by either negotiating with the taxi driver himself, or by cautioning the guest to be on alert
? 在需要时，为客人招出租车，为避免乘客被出租车司机多收费，应与出租车司机协调或提醒乘客注意。
? Knowledgeable in assisting guests in requests for transport and other information
? 在需要时，为客人提供交通信息或其他信息。
? Assist with heavy packages, coats, suitcase, etc. being alert to give assistance courteously and quickly, before having to be asked
? 在客人要求前，主动、迅速、有礼貌地帮客人提重的行李、外套、皮箱等。
? Maintain a willingness to please attitude and give undivided attention to any approaching guest
? 保持积极、乐观态度，认真关注每位到达酒店的客人。
? Adhere to guest checking in and checking out procedures pertaining to baggage handling
? 在处理客人行李时，了解客人登记及结账手续。
? Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and Priority Club members
? 在主要的门口迎接客人，特别关注当天到达的回头客和优悦会员。
? Has presence and alerts Security or Duty Manager whenever a suspicious looking person or troublemaker is present
? 在发现可疑人物或捣乱者时，提醒安全部门或值班经理注意。
? Assist arriving and departing guests by opening and closing car and taxi doors
? 协助到达和离开的客人开、关车门。
? Maintain a spotless Porte and Drive way smoothly.
? 保持良好的站姿及车道的畅通。
? Cashes hotel guest’s personal and travelers checks and assists with currency exchange
? 为酒店客人的个人支票及旅行支票兑换现金，并协助进行外汇兑换。
? Keeps abreast of all modifications to accounting policies and procedures
? 随时留意会计政策和工作程序的变化 。
? Responsible and attends to guest’s request of using the service of safety box at all times
? 随时负责回应客人关于使用保险箱服务的要求。
? Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
? 熟知所有特别促销活动，如：季节性套餐计划、常客优惠计划以及酒店忠实方案。
宾客服务中心主管
? Oversees and directs all aspects of GSC to achieve the highest possibe guest satisfaction.
? 对宾客服务中心进行监督和指导,以取得***的客户满意度。。
? Directs, supervises and coordinates the activities in GSC department.
? 指导、监督和协调宾客服务中心的活动。
? Develops and implement procedures for proper handling in and out going telephone calls, facsimile
? 开发和应用相关程序,适当处理进出酒店的电话、传真以及设备和电话线租用及其它电话服务。
? Investigates complaints regarding the GSC and the operators and technicians, takes appropriate actions.
? 调查关于宾客服务中心及话务员和技术人员的投诉并采取相应措施。
? Develop working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions.
? 制订工作计划以实现目标,定期将实际成绩与所定目标进行对比,并采取必要的纠正措施。
? Establishes and maintains effective employee relations.
? 与员工建立并保持良好的工作关系。
? Organizes and conducts regular meeting for all Telecommunication staff to facilitate commmunication and a smooth operation.
? 组织和召开由所有电信部工作人员参加的会议,以加强交流和保证业务的顺利进行。
? Communicate with the Park closely, ensure the accurate information transfer between the park and the hotel
? 与乐园及时沟通，保证乐园与酒店的信息传递的及时与准确性。
? Contact pre-arrival guests in advance and record their requests
? 提前联系预抵客人，并记录客人要求。
? Courtesy call after guests C/O
? 在客人离店后，电话回访客人，询问客人入住体验。
? Manages and monitors the operation of all equipment’s, software, hardware and endure all units are working and installed properly.
? 对所有设备、软件、硬件进行管理和监测,并确保其安装和运转良好。
? Ensures all telecommunication equipment`s are covered by the Correct maintenance contract and the preventive maintenance is performed.
? 确保所有电话设备的维护均得到有效外包,并对其实施预防性维护。