Completes the registration process by inputting andretrieving information from a computer system, confirming pertinent informationincluding number of guests and room rate. Makes appropriate selection of roomsbased on guest needs. Electronic coded keys. Non –verbally confirms the roomnumber and rate. Promotes and administers Hilton Marketing programs such asHilton 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)，確認相關(guān)信息，如:房價，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及推銷希爾頓榮譽客會給非會員，吸引新會員的加入。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 accountedfor 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 foreigncurrency at current posted rates. .
確保入住期間的各項需求能有效滿足，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，公司或第三方付費等付款方式。
Greet customers immediately with a friendly andsincere welcome. Uses a positive and clear speaking voice, listens tounderstands requests, responds with appropriate action and provide accurateinformation such on outlet hours, special VIP programs, events, etc.
熱情友好的問候客人，對客人的合理需求予以積極恰當?shù)幕貞?yīng)。準確提供各種信息如：酒店營業(yè)場所的營業(yè)時間及VIP促銷計劃等。
Receives special requests from guests, and respondsappropriately or forwards requests to appropriate team members for decisionsand actions.
對自己權(quán)限范圍內(nèi)不能予以解決的問題和需求，及時反饋給相應(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 specialguest needs. Retrieves messages and communicates the content to the guest.Retrieves mail, packages and facsimiles or other special items for customers asrequested.
禮貌的接聽所有來電，及時恰當?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 thoroughresearch to develop the most effective solutions and negotiate results. Listensand extends assistance in order to resolve problems such as price conflicts, insufficientheating or air conditioning, etc. Remain calm and alert especially duringemergency situations and heavy hotel activity. Plans and implements detailedsteps by using experienced judgment and discretion.
沉著冷靜的應(yīng)對和處理各類客人投訴，如：客人對價格不滿，空調(diào)或供暖系統(tǒng)的不足等。
In addition to performance of the essential functions, this position maybe required to perform a combination of the following supportive functions,with the percentage of time performing each function to be solely determined bymanagement based upon the particular requirements of the company.
Takes anactive role in the team by being kind, cooperative, and helpful and neverforgetting the person behind the guest.
積極的工作，友好的為客人提供服務(wù)。
Activelytakes part in training where and when required, attending formal trainingsessions and on the job training to ensure standards and develop skills andabilities.
積極參加所需的各種培訓(xùn)，提高工作能力。
Contributesto the hotel and team by sharing new ideas and suggestions for improvements,being innovative and creative to provide quality service and customer care toteam 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，為顧客和整個團隊提供高品質(zhì)服務(wù)。
Takes anactive role in the front desk team, ensuring effective communication andworking as a team in order to reach goals and targets.
在前臺的團隊中起到積極作用，有效的溝通，確保達到目標。
Creating awarm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive.
為顧客提供熱情周到的服務(wù)，有賓至如歸感。
Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Hilton Honors Card enquired about, and method of payment secured.
依照預(yù)訂為客人辦理入住，核對預(yù)訂信息，希爾頓榮譽客會號，確保入住登記表的完整性及付款方式安全有效。
Handlescomplaints promptly and efficiently, taking the necessary action, and informingthe Duty Manager or Guest Relations Manager for follow up, where appropriate.
采取必要行動，及時有效的處理顧客的不滿，適當?shù)臅r候告知值班經(jīng)理或賓客關(guān)系經(jīng)理。
Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation.
維護顧客檔案和信息，確保預(yù)訂的有效性和準確性。
Ensures thatVIP guests are treated personally and recognized as an individual.
確保VIP客人個性化服務(wù)待遇。
Liaises withSales, Reservations and the Business Development team to handle corporateguests.
協(xié)助銷售，預(yù)定和業(yè)務(wù)發(fā)展團隊為公司客人提供服務(wù)。
Promotes Honors and its associated benefits to guests who are not already enrolled inthe program. Ensures that existing Honors members receive personal andprofessional service that recognizes them as important guests and that theirbenefits are received.
引入新的榮譽客會會員，確保會員應(yīng)得利益，為會員提供優(yōu)質(zhì)專業(yè)的服務(wù)。
Ensures aprompt and efficient departure, by settling guests’ accounts as per billing andreservation instructions and ensuring that all guests’ folios are correct.
確保所有帳單消費的精準性，為客人提供高效快捷的結(jié)帳服務(wù)。
Inputsinformation in to Fidelio regarding guests, ensuring accuracy and that alldetails are completed and that the information can be clearly understood byother team members.
將準確完整的信息錄入酒店管理系統(tǒng)，以便大家分享。
AppliesHilton Brand Standards in each and every action, acting as a role model andexample of how the standards should be carried out in a practical setting.
遵循希爾頓品牌標準。
Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton International, MEAP & other properties in China.
掌握希爾頓酒店集團的基本概況。
Is up todate 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。
Effectivelycommunicates, coordinates and cooperates with Housekeeping, F&B,Engineering and .IT
與餐飲部，客房部，工程部，IT等進行有效的溝通合作。
Reportsproblems with hotel systems, hardware or facilities to the appropriate partyand follows up to ensure that corrective action has been taken.
對酒店設(shè)施設(shè)備的非正常運轉(zhuǎn)予以及時報告，并跟進直至問題解決。
Ensures thatthe Duty Manager is kept aware and up to date of operational issues.
匯報最新的工作進展，確保值班經(jīng)理對部門營運狀況的了解。
Passes oninformation effectively, ensuring that all necessary details are communicatedto the intended person and that any pending action is completed and guestsatisfaction confirmed. Attends daily briefings, shift handovers, meetings andreads 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。參加日常例會及其他會議。
Ensures thatthe day-to-day functions of the front desk are completed. Including but notlimited to checklist, trace reports, credit limit checks, and online back-up.
確保完成行前臺每日的任務(wù)，其中包括但不僅限于工作的監(jiān)督，房間分配，報告，信用額度核對，電腦數(shù)據(jù)備份及主帳的核對等。
ChecksRegistration cards, meeting and function information, billing instructions, andreservation backup to ensure that all information received is auctionedaccordingly.
核對入住登記表，會議及活動信息，預(yù)訂備份等。
Ensures thatfront desk stock is managed and not wasted, maintaining costs where is able.
節(jié)約成本，確保存貨不浪費。
Keeps up todate and aware of competitor activities in order to be informed.
警惕商業(yè)競爭行為，并及時上報。
Adheres tothe hotel selling strategy of Demand Based Pricing and maintains rate integrityby offering clear, transparent, and value for money rates to guests.
根據(jù)價格要求向客人提供相應(yīng)的物品。
Complieswith Health & Safety, Emergency Management, disaster Manual, and Fireprocedures and regulations. Takes part in the fire team when and wheredirected.
按照健康安全， 危機管理部門，災(zāi)難處理方法，救火程序執(zhí)行。必要的時候加入救火。
Adheres strictly to standard cashhandling procedures, ensuring to balance float and drop the required amount.Manages cash, credit card, city ledger, voucher and all other forms of paymentcorrectly.
嚴格遵守現(xiàn)金收付手續(xù)，收取現(xiàn)金，信用卡，轉(zhuǎn)帳，代金券等。
Adheres tothe company credit policy at all times when handling cash, credit cardtransactions, city ledger, providing currency exchange services, LPO and thirdparty payments for rooms, meetings, F&B and any other charges that may beincurred by guests.
收取現(xiàn)金，信用卡，代金券，公司或第三方付費等服務(wù)時要嚴格遵守酒店規(guī)定。
Providessafety deposit boxes to guests, ensuring that guests’ valuables are safe andsecure at all times.
為客人提供保險箱，保證他們的財物安全。
Follows upon outstanding accounts to ensure no loss of revenue and secures method ofpayment for upcoming reservations.
跟進擔(dān)保預(yù)訂及付款方式，確保酒店收入。
Upsellsrooms to higher room and rate categories, ensuring the maximum revenuegeneration from each guest.
從促銷客房轉(zhuǎn)至高級客房，確保在每個客人身上獲得最大利潤。
Maintainsawareness of sales opportunities within the hotel, maximizing revenue in anethical and responsible manner, ensuring the guests receive value for money andadhering to Hilton Brand Standards.
抓住商機，用合理的方式提高酒店收入，確?？腿宋镉兴怠?Attempt tocommunicate with guest in guest’s native language, if applicable.
如有可能用客人的母語與其交流。
Assimilateinto The Hilton Family PRIDE/CARE culture through understanding, supporting andparticipating in all elements of PRIDE/CARE. Demonstrate working knowledge ofthe service standards.
通過學(xué)習(xí)希爾頓關(guān)愛，把希爾頓關(guān)愛理念運用到服務(wù)中去。
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