1.????????
Completes
the registration process by inputting and retrieving information from a
computer system , confirming pertinent information including number of guests
and room rate . Makes appropriate selection of rooms based on guest needs .
Codes electronic keys . Non –verbally confirms the room number and rate .
Promotes and administers Hilton Marketing programs such as Hilton Honors ,
for arriving guests . Ensures guests knows location of room , containing room
keys , tokens of our appreciation ,gifts , etc ,to guest .
根據(jù)預(yù)訂優(yōu)質(zhì)快速的為客人辦理入住手續(xù)，確認(rèn)相關(guān)信息，如:房?jī)r(jià)，人數(shù)等，依客人喜好予以排房。向客人介紹酒店各種宣傳促銷(xiāo)活動(dòng)及推銷(xiāo)希爾頓榮譽(yù)客會(huì)給非會(huì)員，吸引新會(huì)員的加入。指引去房間的方向并解釋房卡的使用方法，向客人分發(fā)禮物等。
2.????????
Ensures
rooms and services are correctly accounted for within guest statement
Properly accounts for service provided by the hotel. Assists guests with
check out payments or charges . Accepts and records vouchers, credit,
traveler’s checks and other forms of payment , converts foreign currency at
current posted rates .
確保入住期間的各項(xiàng)需求能有效滿(mǎn)足，幫助客人辦理外幣兌換及結(jié)帳手續(xù)。接收現(xiàn)金，信用卡，旅行支票，公司或第三方付費(fèi)等付款方式。
3.????????
Greets
customers immediately with a friendly and sincere welcome. Uses a positive
and clear speaking voice , listens to understands requests , responds with
appropriate action and provide accurate information such on outlet hours ,
special VIP programs , events , etc .
熱情友好的問(wèn)候客人，對(duì)客人的合理需求予以積極恰當(dāng)?shù)幕貞?yīng)。準(zhǔn)確提供各種信息如：酒店?duì)I業(yè)場(chǎng)所的營(yíng)業(yè)時(shí)間及VIP促銷(xiāo)計(jì)劃等。
4.????????
Receives
special requests from guests , and responds appropriately or forwards
requests to appropriate team members for decisions and actions.
對(duì)自己權(quán)限范圍內(nèi)不能予以解決的問(wèn)題和需求，及時(shí)反饋給相應(yīng)部門(mén)和人員予以解決。
5.????????
Promptly
answers the telephone and email inquires . inputs messages into the computer
and advises other team members of special guest needs . retrieves messages
and communicates the content to the guest . Retrieves mail , packages and
facsimiles or other special items for customers as requested .
禮貌的接聽(tīng)所有來(lái)電，及時(shí)恰當(dāng)?shù)奶幚砀鞣N郵件、傳真和包裹，對(duì)于客人的特殊要求予以交接班。
6.????????
Fields
guest complaints , conducting thorough research to develop the most effective
solutions and negotiate results . Listens and extends assistance in order to
resolve problems such as price conflicts , insufficient heating or air
conditioning , etc . Remains calm and alert especially during emergency
situations and heavy hotel activity . Plans and implements detailed steps by
using experienced judgment and discretion .
成著冷靜的應(yīng)對(duì)和處理各類(lèi)客人投訴，如：客人對(duì)價(jià)格不滿(mǎn)，空調(diào)或供暖系統(tǒng)的不足等。
7.????????
Takes an
active role in the team by being kind, cooperative, helpful and never
forgetting the person behind the guest.
積極的工作，友好的為客人提供服務(wù)。
8.????????
Actively
takes part in training where and when required, attending formal training
sessions and on the job training to ensure standards and develop skills and
abilities.
積極參加所需的各種培訓(xùn)，提高工作能力。
9.????????
Contributes
to the hotel and team by sharing new ideas and suggestions for improvements,
being innovative and creative to provide quality service and customer care to
team members and guests.
致力于酒店工作，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個(gè)團(tuán)隊(duì)提供高品質(zhì)服務(wù)。
10.????
Takes an
active role in the Executive Floor team, ensuring effective communication and
working as a team in order to reach goals and targets.
在團(tuán)隊(duì)中起到積極作用，有效的溝通，確保達(dá)到目標(biāo)。
11.????
Creating a
warm and welcoming arrival for guests, ensuring that they feel expected and
immediately “at-home” when they arrive.
為顧客提供熱情周到的服務(wù)，有賓至如歸感。
12.????
Checking-in
guests in accordance with their reservation details, ensuring that the
registration card is completed, reservation information confirmed, HHonours
and Frequent Flyer Number enquired about, and method of payment secured.
依照預(yù)訂為客人辦理入住，核對(duì)預(yù)訂信息，希爾頓榮譽(yù)客會(huì)號(hào)及航空公司會(huì)員號(hào)，確保入住登記表的完整性及付款方式安全有效。
13.????
Ensuring
that guests are escorted to their room and the hotel facilities and room
features are explained, and that luggage is delivered in a prompt manner.
將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)。
14.????
Handles
complaints promptly and efficiently, taking the necessary action, and
informing the Guest Service Manager for follow up, where appropriate. Follows
up with all guests to ensure satisfaction with problem resolution.
采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿(mǎn)，適當(dāng)?shù)臅r(shí)候告知賓客服務(wù)經(jīng)理。回訪客人，確?？腿藢?duì)解決方法滿(mǎn)意。
15.????
Maintains
awareness of guest’s profile and specific preferences, ensuring that they are
acted upon for each reservation.
維護(hù)顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)確性。
16.????
Ensures
that VIP guests are treated personally and recognized as an individual.
確保VIP客人個(gè)性化服務(wù)待遇。
17.????
Assists
the Guest Service Manager by blocking rooms according the guests preferences.
協(xié)助賓客服務(wù)經(jīng)理按客人喜好分配房間。
18.????
Prints
Welcome letters and for 1st time stay HHonours guests, arranges welcome cards
and ensure that they are placed in guest rooms or handed over at the time of
arrival.
打印希爾頓榮譽(yù)客會(huì)會(huì)員卡，并確保歡迎卡及時(shí)置于會(huì)員入住的房間。
19.????
Coordinates
with Amenity Butlers to arrange in-room amenity set-ups according to VIP
level and for special occasions – ie. Birthday’s and Honeymoon’s.
為VIP客人或特殊場(chǎng)合安排活動(dòng)，例如：過(guò)生日和度蜜月的賓客。
20.????
Facilitate
the operation of the VIP gift amenity menu, by offering it to guests, and
ensuring that VIP’s receive their chosen amenity item.
提供VIP賓客禮遇的單頁(yè)，確保賓客享用到所有禮遇。
21.????
Liaises
with Sales, Reservations and the Business Development team to handle
corporate guests.
協(xié)助銷(xiāo)售、預(yù)定和業(yè)務(wù)發(fā)展團(tuán)隊(duì)共同為公司客人提供服務(wù)。
22.????
Promotes and
drives enrollment for Hilton HHonours and its associated benefits to guests
who are not already enrolled in the program. Ensures that existing HHonours
members receive personal and professional service that recognizes them as
important guests and that their benefits are received.
引入榮譽(yù)客會(huì)會(huì)員，確保會(huì)員應(yīng)得利益，為會(huì)員提供優(yōu)質(zhì)專(zhuān)業(yè)的服務(wù)。
23.????
Provides
extra services for VIP guests including offering refreshments, cold towels
and other courtesies upon arrival.
為VIP賓客提供額外的服務(wù)，包括點(diǎn)心，飲料，毛巾等。
24.????
Carries
out ticket reconfirmation, tour bookings and makes guest reservations when
required.
如有需求，協(xié)助客人完成機(jī)票確認(rèn)和旅行預(yù)訂等。
25.????
Ensures a
prompt and efficient departure, by settling guests accounts as per billing
and reservation instructions and ensuring that all guests folios are correct.
確保所有帳單消費(fèi)的正確性，為客人提供高效快捷的結(jié)帳服務(wù)。
26.????
Inputs
information in to OnQ system regarding guests, ensuring accuracy and that all
details are completed and that the information can be clearly understood by
other team members.
將準(zhǔn)確的信息錄入酒店管理系統(tǒng)，以便大家分享。
27.????
Applies
Hilton Brand Standards in each and every action, acting as a role model and example
of how the standards should be carried out in a practical setting.
遵循希爾頓品牌標(biāo)準(zhǔn)。
28.????
Has
knowledge of the hotels facilities and services as well as basic knowledge of
Hilton International and other Hilton properties in China.
掌握希爾頓酒店集團(tuán)及希爾頓在中國(guó)其他項(xiàng)目的基本概況。
29.????
Is up to
date with information on facilities, attractions, places of interest, sights
and activities in and around hotel..
了解酒店周邊地區(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。
30.????
Ensures
that the overall appearance of the Executive lounge is neat and tidy at all
times.
確保行政酒廊的整潔。
31.????
Effectively
communicates, coordinates and cooperates with Housekeeping, F&B,
Engineering and .IT
與餐飲部，客房部，工程部，IT等進(jìn)行有效的溝通。
32.????
Reports
problems with hotel systems, hardware or facilities to the appropriate party
and follows up to ensure that corrective action has been taken.
對(duì)酒店設(shè)施設(shè)備的非正常運(yùn)轉(zhuǎn)予以及時(shí)報(bào)告，并跟進(jìn)直至問(wèn)題解決。
33.????
Prepares
the Executive Lounge for F&B service, monitoring service and preparation
areas to ensure cleanliness and presentation standards.
為行政酒廊提供餐飲服務(wù)，監(jiān)督管理使行政酒廊隨時(shí)都處于最佳狀態(tài)。
34.????
Ensures
that the Excutive Floor Manager is kept aware and up to date of operational
issues.
匯報(bào)最新的工作進(jìn)展，確保行政樓層經(jīng)理對(duì)部門(mén)營(yíng)運(yùn)狀況的了解。
35.????
Passes on
information effectively, ensuring that all necessary details are communicated
to the intended person and that any pending action is completed and guest
satisfaction confirmed. Attends daily briefings, shift handovers, meetings
and reads the log book on a daily basis.
確保信息的有效傳遞，尚未完成的事情逐一移交至有關(guān)人員，讓賓客滿(mǎn)意。參加日常例 會(huì)及其他會(huì)議。
36.????
Ensures
that the day-to-day functions of the Executive Lounge are completed.
Including but not limited to checklist, trace reports, credit limit checks,
and online back-up.
確保完成行政酒廊每日的任務(wù)，其中包括但不僅限于工作的監(jiān)督，房間分配，報(bào)告，信用額度核對(duì)，電腦數(shù)據(jù)備份及主帳的核對(duì)等。
37.????
Monitors
inventory of the Executive Lounge’s stock to ensure that all items provided
to guests are returned and are accounted for.
對(duì)所有行政樓層客用物品予以管理，確保狀態(tài)完好，租借的各種物品得以及時(shí)返還。
38.????
Checks
Registration cards, meeting and function information, billing instructions,
and reservation backup to ensure that all information received is actioned
accordingly.
核對(duì)入住登記表，會(huì)議及活動(dòng)信息，預(yù)訂備份等。?
39.????
Complies
with Health & Safety, Emergency Management, disaster Manual, and Fire
procedures and regulations. Takes part in the fire team when and where
directed.
按照健康安全，危機(jī)管理部門(mén)，災(zāi)難處理方法，救火程序執(zhí)行。必要的時(shí)候加入救火。?
40.????
Adheres
strictly to standard cash handling procedures, ensuring to balance float and
drop the required amount. Manages cash, credit card, city ledger, voucher and
all other forms of payment correctly.
嚴(yán)格遵守現(xiàn)金收付手續(xù)，收取現(xiàn)金，信用卡，轉(zhuǎn)帳，代金券等。
41.????
Adheres to
the company credit policy at all times when handling cash, credit card
transactions, city ledger, providing currency exchange services, LPO and
third party payments for rooms, meetings, F&B and any other charges that
may be incurred by guests.
收取現(xiàn)金，信用卡，代金券，公司或第三方付費(fèi)等服務(wù)時(shí)要嚴(yán)格遵守酒店規(guī)定。
42.????
Provides
safety deposit boxes to guests, ensuring that guests valuables are safe and
secure at all times.
為客人提供保險(xiǎn)箱，保證他們的財(cái)物安全。
43.????
Follows up
on outstanding accounts to ensure no loss of revenue and secures method of
payment for upcoming reservations.
跟進(jìn)擔(dān)保預(yù)訂及付款方式，確保酒店收入。
44.????
Maintains
the efficiency of departure by checking all guests folios to ensure accuracy
of charges.
確保所有帳單消費(fèi)的精準(zhǔn)性，為客人提供高效快捷的結(jié)帳服務(wù)。
45.????
Upsells
rooms to higher room and rate categories, ensuring the maximum revenue
generation from each guest.
促銷(xiāo)高價(jià)房，確保利潤(rùn)最大化。
46.????
Maintains
awareness of sales opportunities within the hotel, maximizing revenue in an
ethical and responsible manner, ensuring the guests receive value for money
and adhering to Hilton Brand Standards.
抓住商機(jī)，用合理的方式提高酒店收入，確?？腿宋镉兴怠?47.????
Attempt to
communicate with guest in guest’s native language , if applicable .
如有可能用客人的母語(yǔ)與其交流。
48.????
Remains
calm alert , especially during emergency and heavy hotel activity , and
resolve complications such as location changes or credit issues .
沉著冷靜應(yīng)對(duì)各種突發(fā)問(wèn)題，如換房，信用額度等。
49.???? Adhere to
the hotel’s security and emergency policies and procedures.
堅(jiān)持酒店安全制度、緊急情況處理規(guī)定和程序。
50.????
To ensure that all team members have a complete
understanding of and adhere to the Hotel’s Team member Rules and Regulations.
確保員工充分的理解并遵守員工手冊(cè)內(nèi)容。
51.???? The management reserves the right to change /
extend this job description if necessary at any point of time during her /
his employment.
如有必要，該部門(mén)有權(quán)更改或補(bǔ)充該職位描述。
52.???? Carries out any other reasonable duties and
responsibilities as assigned.
完成任何其他合理的職責(zé)和被指派的職責(zé)。
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