【職位描述】
前臺(tái)接待/行政樓層接待負(fù)責(zé)迎接和登記客人，提供及時(shí)和有禮貌的服務(wù)。他/她為客人辦理入住和離店手續(xù)，解決客人在酒店逗留期間的難題。這個(gè)角色根據(jù)需要為客人升級(jí)，并推廣酒店的服務(wù)。
我將會(huì)做什么？
作為前臺(tái)接待/行政樓層接待，你將負(fù)責(zé)按照最高標(biāo)準(zhǔn)完成以下任務(wù)：
- 通過從計(jì)算機(jī)系統(tǒng)中輸入和檢索信息來完成登記過程，確認(rèn)相關(guān)信息，包括客人數(shù)量和房間價(jià)格。
- 根據(jù)客人的需求選擇合適的房間，為電子鑰匙編碼，以書面形式確認(rèn)房間號(hào)碼和房?jī)r(jià)。
- 促進(jìn)和管理希爾頓的營(yíng)銷計(jì)劃，如為到達(dá)的客人提供希爾頓榮譽(yù)，確?？腿酥婪块g的位置，包含房間鑰匙，我們感謝的信物，禮物等，給客人。
- 確保房間和服務(wù)在客人的報(bào)表中得到正確的核算，正確說明酒店提供的服務(wù)。
- 協(xié)助客人退房付款或收費(fèi)，接受和記錄憑證、信用證、旅行支票和其他形式的付款，按當(dāng)前公布的匯率兌換外幣。
- 以積極和清晰的語音，友好而真誠(chéng)地迎接客人，傾聽和理解客人的要求，以適當(dāng)?shù)男袆?dòng)作出回應(yīng)，并提供準(zhǔn)確的信息，如分店?duì)I業(yè)時(shí)間、特殊VIP項(xiàng)目、活動(dòng)等。
- 接收客人的特殊要求，并作出適當(dāng)?shù)幕貞?yīng)，或?qū)⒁筠D(zhuǎn)給適當(dāng)?shù)膱F(tuán)隊(duì)成員，由他們決定和采取行動(dòng)。
- 及時(shí)回答電話和電子郵件的詢問，將信息輸入電腦并告知其他團(tuán)隊(duì)成員客人的特殊需求。
- 檢索信息并將內(nèi)容傳達(dá)給客人，根據(jù)要求為客人檢索郵件、包裹和傳真或其他特殊物品。
- 記錄客人的投訴，進(jìn)行徹底的研究以制定最有效的解決方案，并就結(jié)果進(jìn)行談判。
- 傾聽并提供幫助，以解決諸如價(jià)格沖突、暖氣或空調(diào)不足、菜肴質(zhì)量等問題。
- 保持冷靜和警惕，特別是在緊急情況下和酒店活動(dòng)繁忙時(shí)。
- 利用有經(jīng)驗(yàn)的判斷力和判斷力，計(jì)劃和實(shí)施詳細(xì)的步驟。
- 在團(tuán)隊(duì)中發(fā)揮積極作用，表現(xiàn)出善良、合作、樂于助人的精神，不忘客人背后的人。
- 在需要時(shí)積極參加培訓(xùn)，參加正式的培訓(xùn)課程和在職培訓(xùn)，以確保標(biāo)準(zhǔn)和質(zhì)量。
- 通過分享新的想法和改進(jìn)建議，為酒店和團(tuán)隊(duì)做出貢獻(xiàn)，具有創(chuàng)新精神，為團(tuán)隊(duì)成員和客人提供優(yōu)質(zhì)服務(wù)和客戶關(guān)懷。
- 在行政樓層團(tuán)隊(duì)中發(fā)揮積極作用，確保有效溝通和團(tuán)隊(duì)合作，以達(dá)到目標(biāo)和指標(biāo)。
- 為客人創(chuàng)造一個(gè)溫馨的到達(dá)環(huán)境，確保他們?cè)诘竭_(dá)時(shí)感到被期待并立即感到 "賓至如歸"。
- 根據(jù)客人的預(yù)訂細(xì)節(jié)辦理入住手續(xù)，確保完成登記卡，確認(rèn)預(yù)訂信息，查詢希爾頓榮譽(yù)和常旅客號(hào)碼，并確保付款方式。
- 迅速有效地處理投訴，采取必要的行動(dòng)，并通知值班經(jīng)理或客戶關(guān)系經(jīng)理酌情跟進(jìn)。
- 對(duì)所有客人進(jìn)行跟蹤，確保問題得到滿意解決。
- 保持對(duì)客人情況和具體偏好的了解，確保對(duì)每一個(gè)預(yù)訂采取行動(dòng)。
- 確保VIP客人得到個(gè)人待遇，并被視為個(gè)人。
- 與銷售、預(yù)訂和業(yè)務(wù)發(fā)展團(tuán)隊(duì)聯(lián)系，處理企業(yè)客人。
- 向尚未加入該計(jì)劃的客人推廣 "希爾頓榮譽(yù) "及其相關(guān)優(yōu)惠，確?，F(xiàn)有的 "希爾頓榮譽(yù) "會(huì)員得到個(gè)人和專業(yè)的服務(wù)，承認(rèn)他們是重要的客人，并收到他們的優(yōu)惠。
- 確保迅速有效的離開，按照賬單和預(yù)訂指示結(jié)算客人的賬戶，確保所有客人的對(duì)賬單都是正確的。
- 將客人的信息輸入Fidelio，確保準(zhǔn)確無誤，所有細(xì)節(jié)都已完成，并且其他團(tuán)隊(duì)成員可以清楚地了解這些信息。
- 在每一個(gè)行動(dòng)中應(yīng)用希爾頓品牌的標(biāo)準(zhǔn)，在實(shí)際工作中充當(dāng)榜樣和范例，說明應(yīng)該如何執(zhí)行這些標(biāo)準(zhǔn)。
- 熟悉酒店的設(shè)施和服務(wù)，以及對(duì)希爾頓國(guó)際、MEAP和中國(guó)其他酒店的基本知識(shí)。
- 及時(shí)了解酒店內(nèi)及周邊的設(shè)施、景點(diǎn)和名勝古跡、風(fēng)景和活動(dòng)的信息。
- 與客房部、餐飲部、工程部和IT部進(jìn)行有效的溝通、協(xié)調(diào)和合作。
- 向有關(guān)方面報(bào)告酒店系統(tǒng)、硬件或設(shè)施的問題，并跟進(jìn)以確保采取了糾正措施。
- 確?？腿朔?wù)經(jīng)理了解并掌握最新的運(yùn)營(yíng)問題。
- 有效地傳遞信息，確保所有必要的細(xì)節(jié)都傳達(dá)給預(yù)定的人，并完成任何待辦事項(xiàng)，確認(rèn)客人的滿意度。
- 參加每日簡(jiǎn)報(bào)、交接班、會(huì)議并每日閱讀日志。
- 確保完成前臺(tái)的日常職能，包括但不限于檢查表、跟蹤報(bào)告、信用額度檢查和在線備份。
- 檢查登記卡、會(huì)議和活動(dòng)信息、帳單指示和預(yù)訂備份，確保所有收到的信息都得到相應(yīng)的處理。
- 確保前臺(tái)庫存的管理，不浪費(fèi)，在可能的情況下保持成本。
- 掌握最新的信息，了解競(jìng)爭(zhēng)對(duì)手的活動(dòng)，以做到心中有數(shù)。
- 堅(jiān)持酒店按需定價(jià)的銷售策略，通過向客人提供清晰、透明和物有所值的價(jià)格，保持價(jià)格的完整性。
- 遵守健康和安全、應(yīng)急管理、災(zāi)難手冊(cè)、消防程序和規(guī)定，在必要時(shí)參加消防隊(duì)。
- 嚴(yán)格遵守標(biāo)準(zhǔn)的現(xiàn)金處理程序，確保平衡浮動(dòng)和下降所需的金額，正確管理現(xiàn)金、信用卡交易、城市分類帳、憑證和所有其他形式的付款。
- 在處理現(xiàn)金、信用卡交易、城市分類賬、提供貨幣兌換服務(wù)、LPO和第三方支付房間、會(huì)議、餐飲和任何其他可能由客人產(chǎn)生的費(fèi)用時(shí)，始終遵守公司的信用政策。
- 為客人提供保險(xiǎn)箱，確?？腿说馁F重物品在任何時(shí)候都是安全的。
- 跟進(jìn)未付賬款，確保收入不受損失，確保即將到來的預(yù)訂的付款方法。
- 通過檢查所有客人的對(duì)賬單以確保收費(fèi)的準(zhǔn)確性，保持離店效率。
- 將房間上調(diào)到更高的房間和價(jià)格類別，確保從每個(gè)客人那里獲得最大的收入。
- 保持對(duì)酒店內(nèi)銷售機(jī)會(huì)的認(rèn)識(shí)，以道德和負(fù)責(zé)任的方式實(shí)現(xiàn)收入最大化，遵守希爾頓品牌標(biāo)準(zhǔn)，確?？腿说玫轿镉兴档姆?wù)。
- 嘗試用客人的母語與客人溝通（如果適用）。
- 履行任何其他合理的職責(zé)和分配的責(zé)任。
- 管理層保留自行決定對(duì)該工作描述進(jìn)行修改的權(quán)利，恕不提前通知。
The?Front Desk Service Agent/Executive Floor Service Agent?greets and registers guests, providing prompt and courteous service. He / she checks guests in and out, resolving guest challenges throughout their stay in our hotel. This role upgrades guests as required and promotes the hotel’s services.
What will I be doing?
As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:
? Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
? Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation.
? Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.
? Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.
? Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates.
? Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
? Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
? Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.
? Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.
? Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.
? Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.
? Remain calm and alert especially during emergency situations and heavy hotel activity.
? Plan and implement detailed steps by using experienced judgment and discretion.
? Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
? Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.
? Contribute 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.
? Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.
? Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
? Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured.
? Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager to follow-up where appropriate.
? Follow-up with all guests to ensure satisfaction with problem resolution.
? Maintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation.
? Ensure that VIP guests are treated personally and recognized as an individual.
? Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
? Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
? Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct.
? Input information into Fidelio regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.
? Apply 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.
? Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
? Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel.
? Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering and IT.
? Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.
? Ensure that the Guest Service Manager is kept aware and up to date with operational issues.
? Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
? Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
? Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups.
? Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.
? Ensure that the front desk stock is managed and not wasted, maintaining costs where able.
? Keep up to date and aware of competitor activities in order to be well informed.
? Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
? Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.
? Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.
? Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
? Provide safety deposit boxes to guests, ensuring that guests’ valuables are safe and secure at all times.
? Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
? Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
? Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
? Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.
? Attempt to communicate with guests in guests’ native language, if applicable.
? Carry out any other reasonable duties and responsibilities as assigned.
? The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
【任職要求】
我們?cè)趯ふ沂裁矗?為希爾頓品牌服務(wù)的前臺(tái)接待/行政樓層接待總是代表我們的客人工作，并與其他團(tuán)隊(duì)成員一起工作。為了成功地勝任這個(gè)角色，你應(yīng)該保持以下的態(tài)度、行為、技能和價(jià)值觀：
- 能夠進(jìn)行適度復(fù)雜的數(shù)學(xué)計(jì)算而不出錯(cuò)。
- 能夠用英語閱讀、傾聽和有效溝通，包括口頭和書面溝通，以滿足業(yè)務(wù)需求。
- 能夠使用適度復(fù)雜的計(jì)算機(jī)系統(tǒng)訪問并準(zhǔn)確輸入信息。
- 能夠有效地與內(nèi)部和外部客戶打交道，其中一些客戶需要高度的耐心、策略和外交手段來化解憤怒，收集準(zhǔn)確的信息并解決沖突。
- 具有良好的人際交往能力，提供全面的客人滿意度。
- 能夠在壓力下工作，處理繁忙時(shí)期的壓力情況。
- 有1或2年相關(guān)工作經(jīng)驗(yàn)者優(yōu)先。
在希爾頓工作會(huì)是什么感覺？
希爾頓是全球領(lǐng)先的酒店管理公司，橫跨住宿領(lǐng)域，從豪華的全方位服務(wù)酒店和度假村到長(zhǎng)住套房和中價(jià)位酒店。近一個(gè)世紀(jì)以來，希爾頓為商務(wù)和休閑旅行者提供了最好的住宿、服務(wù)、設(shè)施和價(jià)值。希爾頓致力于延續(xù)其傳統(tǒng)，在其全球品牌中提供卓越的客人體驗(yàn)。我們的愿景是讓地球充滿好客的光芒和溫暖，這使我們作為一個(gè)團(tuán)隊(duì)，每天都在世界各地創(chuàng)造非凡的接待體驗(yàn)。而我們了不起的團(tuán)隊(duì)成員正是這一切的核心所在
What are we looking for?
A?Front Desk Service Agent/Executive Floor Service Agent?serving Hilton Brands is always working on behalf of our Guests and working with other Team members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
? Able to perform moderately complex mathematical calculations without error.
? Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.
? Able to access and accurately input information using a moderately complex computer system.
? Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
? Good interpersonal skills to provide overall guest satisfaction.
? Able to work under pressure and deal with stressful situations during busy periods.
? 1 or 2 years of related working experience preferred.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team members are at the heart of it all!
