职位介绍 ：Room assignment is done properly and according to Executive Floor guests request. 根据行政楼层宾客要求恰当地安排房间。 VIP arrival rooms are checked, as well as VIP amenities. 检查VIP客人的房间，包括VIP宾客设施。 As many EF guests welcomed and bid farewell as possible. 尽可能多的欢迎和送别行政楼客人。 Financial Policies and Procedures are supported and followed. 支持和遵循财务政策与程序。 KEA audit results are 85% and above. 在KEA检查得分85%及以上。 CSS （Customer Satisfaction Survey） results are rated on an average with “5” and above. 宾客满意度结果得分平均5及以上。 MAIN RESPONSIBILITIES 主要岗位职责 Responsible for subordinates and monitoring activities of every Receptionist/Supervisor such as check in, check out and money exchange. Coordinates the work of all subordinates to ensure guest satisfaction and compliance to Kempinski standards. 负责下属和监管每位接待的工作，如：入住登记、退房和货币兑换。协调所有下属的工作以确保宾客满意和遵循凯宾斯基标准。 Organize and coordinate with Front Office Management all arrivals and departures of EF guests, VIP’s, groups, room assignment, billing and any additional information requested. 与前厅管理层安排和协调所有行政楼层客人、VIP客人、团队的入住和离店，房间安排、账单和特别信息的要求。 Provide support to all the reception staff in order to ensure smooth, prompt and polite service. 为所有接待员工提供支持以确保顺畅、迅速和礼貌的服务。 Participate in the selection of all Reception staff, motivate them to bring about excellent performance and evaluate their performance periodically. 参与所有接待员工的甄选，激励他们以展现出色的工作表现并阶段性的进行评估。 Ensure that KEA results are above 85%. 确保KEA结果在85%以上。 Identify the training needs, assists in the development of a departmental training plan and the implementation of training activities and follows up. At times, conducts training sessions. 确认培训需求，协助部门进行部门培训计划和培训实施及跟踪。有时实施培训。 Coordinate with Reservation Department the daily arrivals and solves the reservation discrepancies or any other unusual situations. 与预定部门协调每日的到店客人并解决预定差异或任何其他异常情况。 Verify that information on city ledger payments and other hotel pre-payment is complete and accurate and coordinates with Finance Department the obtainment of missing information. 验证挂帐付款和其他酒店预付款信息是完整和准确的，配合财务部获取缺失信息。 Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling to next room category, reinforcing the late charge policy to maximize REVPAR. 通过控制房间状况、团队安排、套餐、房间升级、加强后付费政策来最大化平均可出租客房收入，从而达到酒店收入最大化。 Responsible for the cash inventory allocated to him/her, daily check, declaring shortfalls and separate calculation of tips. 负责员工备用金的分配、日常检查、申报短缺、单独计算小费。 Maintain regular exchange with Housekeeping Department to ensure the information on the room status in Opera is accurate. Coordinate the room cleaning and maintenance in order to accommodate the guest in the hotel as quickly as possible. 维持与客房部的沟通，以确保Opera系统中的信息的准确性。协调客房的整洁和维保以能够最快的安排客人在酒店的住宿。 Keep the reception staff informed on the daily operational activities and challenge and provide all information relevant to their job duties through meetings, handover and logbook. 保证接待员工获得每日营运活动和挑战的信息，通过会议、交接和日志提供所有有关工作任务的信息。 Handle guest complaints in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure customer satisfaction and maintain a record of all complaints received from all guests. Follow up when necessary and keep the Front Office Management informed of unusual complaints. 以礼貌和有效的方式处理客人投诉，如必要，为了确保客人满意向有关员工提供进一步的指导，维护所有收到的客人投诉记录。必要时，跟进并和前厅管理层沟通异常的投诉。 Participate regularly in training courses and put the skills learned there into practice. 定期参与培训课程并且将所学的技能用于实践。 Maintain regular contact with frequent guests and all-important guests of the hotel. 维护与常客或在店的重要客人的固定沟通。 *Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel. 根据营运或者酒店的需要，将随时被指派额外的职责和任务。