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。
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。
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)不能予以解決的問題和需求，及時(shí)反饋給相應(yīng)部門和人員予以解決。
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。
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。
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.?Promotes 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)。
9.?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)。
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