· Responsible for front desk-related activities including guest reception, check-in/check-out procedures, room assignments, foreign exchange services, and assisting with guest inquiries to deliver professional and efficient service.负责前台核心运营工作，包括宾客接待、入住/退房手续办理、客房分配、外汇兑换服务等，并提供专业的问询解答，以高效、专业的服务支持提升宾客体验。

Main Responsibilities 主要职责

1.Administration 行政

· Keep the front desk work area clean, organized, and well-maintained; regularly sort documents, promotional materials, and operational tools to ensure a professional service environment.保持前台工作区域整洁有序、设施完好，定期整理单据、宣传品及运营工具，营造专业服务环境。

· Master standard front desk procedures (guest greeting, check-in, check-out, etc.) and strictly follow operational guidelines to ensure consistent administrative
execution.熟悉前台全流程标准（迎送、入住、退房等），严格遵循操作规范，确保行政执行一致性。

· Assist in compiling daily operational data (e.g., occupancy statistics) and submit reports to supervisors to support administrative tracking.协助汇总每日运营数据（如入住统计），向主管提交报告，为行政跟踪提供支持。

2.Financial and Revenue Responsibilities 财务与收入职责

· Strictly adhere to financial procedures: accurately post room charges, value-added service fees, and other expenses into the system to ensure billing accuracy.严格遵循财务程序，将客房消费、增值服务等费用准确入账，确保账单无误。

·
Provide foreign currency exchange services in compliance with regulations; proficiently handle multiple payment methods (cash, credit cards, checks, transfers) to avoid fund discrepancies. 合规提供外币兑换服务，熟练操作现金、信用卡、支票、转账等支付方式，避免资金误差。

·
Process check-out procedures per standards: verify consumption details, explain bill components, and assist with payment settlement to ensure accurate guest
billing.按标准办理离店手续，核对消费明细、解释账单构成、协助付款结算，确保宾客结算准确。

·
Demonstrate proactive sales awareness: recommend value-added services (breakfast packages,late check-out) based on guest needs to increase per-guest revenue.具备主动推销意识，结合宾客需求推荐含早套餐、延迟退房等增值服务，提升单客收入。

3.Talent and Culture and Training 人才、文化及培训·

Participate in regular front desk training sessions (service etiquette, system operations,sales skills) to continuously improve professional capabilities.参与前台定期培训（服务礼仪、系统操作、销售技巧等），持续提升专业能力。

· Abide by hotel codes of conduct, maintain standardized grooming and service language, and contribute to a positive team culture.遵守酒店行为规范，保持标准化仪容仪表及服务话术，助力营造积极团队文化。

· Collaborate with team members to share service experiences and best practices, enhancing overall team efficiency.与团队成员协作分享服务经验及最佳实践，提升团队整体效率。

4.Guest Service Responsibilities 宾客服务职责

· Greet guests warmly with standardized procedures, address them by name proactively,and create a welcoming first impression.以标准流程热情迎接宾客，主动称呼其姓名，营造亲切的第一印象。

· Review daily arrival reports in advance, focus on special guest groups (repeat guests, VIPs, long-stay guests), and prepare personalized reception plans (e.g., room preferences, amenities).提前查阅抵店报表，重点关注回头客、VIP、长住客等特殊客群，准备个性化接待预案（如房型偏好、赠品安排）。

· Guide guests in completing registration forms accurately; allocate rooms reasonably based on reservations and preferences to ensure satisfaction.指导宾客准确填写入住登记表，根据预订信息及偏好合理分配客房，保障入住满意度。

· Respond promptly to guest inquiries and feedback, record details thoroughly, and escalate unresolved issues to supervisors in a timely manner.及时响应宾客咨询与反馈，详细记录相关信息，未解决问题及时上报主管。

5.Professional Technical Responsibilities 专业技术职责

· Proficiently operate the hotel’s English-interface PMS (e.g., Opera system) to independently handle room status inquiries, reservation entry, account processing, and guest history recording.熟练操作全英文酒店前台管理系统（如 Opera），独立完成房态查询、订单录入、账务处理、客史记录等数字化操作。

· Maintain real-time awareness of room status during shifts, including occupancy details of VIPs, groups, and meetings, to ensure accurate system updates.当班期间实时掌握客房状态，包括 VIP、团队、会议住房情况，确保系统信息准确更新。

· Manage guest safety deposit boxes per standard procedures: record access logs meticulously to safeguard guests’ belongings.按标准流程管理客用保险箱，详细登记存取记录，保障宾客财物安全。

· Immediately report individuals with suspicious behavior, facility malfunctions, or safety hazards to supervisors; strictly protect guest privacy and hotel sensitive
information.发现可疑人员、设施故障或安全隐患立即上报主管，严格保护宾客隐私及酒店敏感信息。

Other Responsibilities 其他职责

· Assist in ensuring welcome amenities for VIPs are delivered to rooms before arrival and verify room status to guarantee a seamless check-in experience.协助确保 VIP 宾客赠品在抵达前送至客房，并核查客房状态，保障入住体验顺畅。

· Efficiently handle room changes, extra bed requests, and late check-out procedures, update system information in real-time, and coordinate with Housekeeping as needed.高效办理换房、加床、延迟退房等手续，实时更新系统信息，必要时与客房部协调配合。

· Ensure daily accounts are settled on the same day, verify bills accurately, issue
invoices as required, and maintain financial data integrity.确保每日账务日清日结，准确核对账单，按要求开具发票，保障财务数据完整。

· Undertake multi-functional role assignments as needed (e.g., temporary coverage for service gaps during peak periods).按需求承担 “一职多岗” 任务（如高峰期临时补位支援）。

Sustainable Development (Planet 21) Responsibilities可持续发展职责

· Practice energy-saving habits in daily work, such as turning off equipment when off duty, reducing paper usage by using digital forms, and avoiding unnecessary
printing.在日常工作中践行节能习惯，如下班关闭设备、使用电子表单减少纸张消耗、避免不必要打印。

· Participate in waste classification in the front office area, ensuring recyclable materials are properly separated and disposed of.参与前台区域废弃物分类，确保可回收物正确分离与处理。

· Assist in promoting environmental initiatives to guests, such as introducing the hotel’s towel reuse program or eco-friendly
amenities.协助向宾客推广环保举措，如介绍酒店毛巾重复使用计划或环保赠品。

· Report facility malfunctions (e.g., water leaks, faulty energy-saving equipment) to supervisors promptly to support timely maintenance.及时向主管报告设施故障（如漏水、节能设备异常），助力及时维修。

Key Performance Indicators关键绩效指标

· Task Completion Rate

工作任务完成率

· Guest Satisfaction Score

宾客满意度得分

· Avg. Check-in/Check-out Time

入住/退房平均时长

· Billing Accuracy Rate

账单准确率

· PMS Data Accuracy

PMS数据准确率

Profile概况

Knowledge and Experience知识与经营

· Familiar with basic front desk procedures, including guest greeting, registration, and payment processing;
able to operate PMS (e.g., Opera) proficiently.熟悉基础前台流程，包括宾客迎送、登记及支付处理，能熟练操作PMS系统（如 Opera）。

· Basic English communication skills (oral and written) to assist international guests; strong customer service awareness and attention to detail.具备基础英语沟通能力（口语及书面），能服务国际宾客，拥有较强客户服务意识及细节关注能力。

Competencies胜任力

Required Skills –技能要求

· Excellent communication skills for frequent interactions with guests, employees, and third parties, reflecting positively on the hotel, brand, and company.具备出色的沟通能力，在与宾客、员工及第三方互动中展现专业素养，维护酒店、品牌及公司形象。

· Proficiency in English reading and writing to handle international guest services and system operations.具备英语读写能力，能应对国际宾客服务及系统操作需求。

· Familiarity with front desk procedures, PMS (e.g., Opera), payment processing, and upselling techniques.熟悉前台流程、PMS系统（如Opera）、支付操作及推销技巧。