工作職責(zé)：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. Electronic coded 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活動(dòng)及推銷希爾頓榮譽(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。Ensures rooms and services are correctly accounted for within guest statement properly accounts for service provided by the hotel. Assist 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。Greet 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促銷計(jì)劃等。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)不能予以解決的問題和需求，及時(shí)反饋給相應(yīng)部門和人員予以解決。Promptly answers the telephone and email inquiries. 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. 禮貌的接聽所有來電，及時(shí)恰當(dāng)?shù)膽?yīng)客人要求處理各種郵件、傳真及轉(zhuǎn)交物品。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. Remain calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.沉著冷靜的應(yīng)對(duì)和處理各類客人投訴，如：客人對(duì)價(jià)格不滿，空調(diào)或供暖系統(tǒng)的不足等。In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.Takes an active role in the team by being kind, cooperative, and 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)。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。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)。Takes an active role in the front desk team, ensuring effective communication and working as a team in order to reach goals and targets.在前臺(tái)的團(tuán)隊(duì)中起到積極作用，有效的溝通，確保達(dá)到目標(biāo)。Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at－h(huán)ome” when they arrive.為顧客提供熱情周到的服務(wù)，有賓至如歸感。Checking－in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton HHonors Card 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)，確保入住登記表的完整性及付款方式安全有效。Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. 采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知值班經(jīng)理或賓客關(guān)系經(jīng)理。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。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。Liaises with Sales, Reservations and the Business Development team to handle corporate guests. 協(xié)助銷售，預(yù)定和業(yè)務(wù)發(fā)展團(tuán)隊(duì)為公司客人提供服務(wù)。Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received. 引入新的榮譽(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)專業(yè)的服務(wù)。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)的精準(zhǔn)性，為客人提供高效快捷的結(jié)帳服務(wù)。Inputs information in to Fidelio 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)確完整的信息錄入酒店管理系統(tǒng)，以便大家分享。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)。Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China. 掌握希爾頓酒店集團(tuán)的基本概況。Is up to date with information on facilities, attractions, and 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。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)行有效的溝通合作。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)直至問題解決。Ensures that the Duty Manager is kept aware and up to date of operational issues.匯報(bào)最新的工作進(jìn)展，確保值班經(jīng)理對(duì)部門營(yíng)運(yùn)狀況的了解。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，讓賓客滿意。參加日常例會(huì)及其他會(huì)議。Ensures that the day－to－day functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back－up.確保完成行前臺(tái)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。Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is auctioned accordingly.核對(duì)入住登記表，會(huì)議及活動(dòng)信息，預(yù)訂備份等。Ensures that front desk stock is managed and not wasted, maintaining costs where is able.節(jié)約成本，確保存貨不浪費(fèi)。Keeps up to date and aware of competitor activities in order to be informed.警惕商業(yè)競(jìng)爭(zhēng)行為，并及時(shí)上報(bào)。Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests. 根據(jù)價(jià)格要求向客人提供相應(yīng)的物品。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，災(zāi)難處理方法，救火程序執(zhí)行。必要的時(shí)候加入救火。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。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。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。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。Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest.從促銷客房轉(zhuǎn)至高級(jí)客房，確保在每個(gè)客人身上獲得最大利潤(rùn)。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，確保客人物有所值。Attempt to communicate with guest in guest’s native language, if applicable.如有可能用客人的母語與其交流。Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.通過學(xué)習(xí)希爾頓關(guān)愛，把希爾頓關(guān)愛理念運(yùn)用到服務(wù)中去。任職資格：1. 應(yīng)屆畢業(yè)生，不限學(xué)歷，專業(yè)不限，歡迎各類背景的優(yōu)秀畢業(yè)生加入；2. 具備良好的溝通能力和親和力，能夠以積極、熱情的態(tài)度對(duì)待每一位來訪者；3. 熟練使用辦公軟件，如Word、Excel、Outlook等；4. 注重細(xì)節(jié)，有較強(qiáng)的責(zé)任心和團(tuán)隊(duì)合作精神；5. 能夠承受一定的工作壓力，具備良好的應(yīng)變能力和解決問題的能力；6. 有良好的時(shí)間管理能力和多任務(wù)處理能力，能在快節(jié)奏的環(huán)境中保持高效工作。
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