Position Summary職位概述:
Escorts arriving and departing guests in a friendly , courteous manner
to and from their accommodations, ?transporting
their luggage . Acquaints each guest with room and features. To facilitate a
memorable guest experience from arrival, during the stay, and to adhere to
Hilton Brand Standards.
熱情友好的幫助客人提攜行李，引領(lǐng)客人到房間并提供所需服務(wù)。貫穿希爾頓品牌服務(wù)理念于服務(wù)當(dāng)中給客人留下難忘而又愉悅的回憶。
1.????????
Retrieves guests
items from cars , busses , vans and carts lifts ,carries and loads luggage
and packages onto a bell cat to transport items throughout hotel to
designated room navigates bell cart through public areas , guest room
corridors and to elevators .
幫助客人尋找丟失在出租車上的物品。 通過專用行李車裝卸通道為客人裝卸行李。
2.????????
Escorts customers
to accommodations, visually inspects room and telephone and deficiencies such
as towels to housekeeping immediately. Points out room features and directory
for reference.
引領(lǐng)客人到房間，介紹酒店及房間的設(shè)施設(shè)備?？焖傺惨暦块g是否存在問題，及時(shí)通知相關(guān)部門予以解決。
3.????????
Listens and
responds to guest inquires using a positive , clear speaking voice . answers
questions and offers assistance giving accurate information regarding outlet
hours , other hotel service , directions to local attractions or function
rooms , car rentals , air line shuttle service , etc.
對(duì)于客人的需求予以積極快速的回應(yīng)，提供準(zhǔn)確信息，提供租車、旅游向?qū)У确?wù)。
4.????????
Organizes and store
luggage as necessary in a designate area .
將客人行李有序的寄存于指定地點(diǎn)。
5.????????
Greets customers
immediately with a friendly and sincere welcome . Remain calm and attentive ,
especially during heavy hotel activity and emergencies .
熱情友好的問候客人。能成著冷靜的應(yīng)對(duì)各種突發(fā)情況。
6.????????
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)的同時(shí)招呼示意下一位客人。
7.????????
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。
8.????????
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)。
9.????????
Takes an active
role in the front desk and concierge team, ensuring effective communication
and working as a team in order to reach goals and targets.
在前臺(tái)和禮賓部的團(tuán)隊(duì)中起到積極做用，有效的溝通，確保達(dá)到目標(biāo)。
10.???? 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。
11.???? Ensures that all guests are greeted at the door.
第一時(shí)間問候客人。
12.???? Handles complaints promptly and efficiently, taking the necessary
action, and informing the Duty Manager or 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，適當(dāng)?shù)臅r(shí)候告知值班經(jīng)理或賓客關(guān)系經(jīng)理。回訪客人，確?？腿藢?duì)解決方法滿意。
13.???? Ensures that VIP guests are treated personally and recognized as an
individual.
確保VIP客人的待遇。
14.???? 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)。。
15.???? Ensures a prompt departure for all guests by ensuring that their
luggage is brought from their rooms promptly when requested, or offered
assistance when in the lobby. Also to ensure that all guests are offered to
make arrangements for transportation and that they are invited back and
farewell.
如有需要，幫助客人拿取行李，確?？腿思皶r(shí)辦理離店，安排運(yùn)送，同時(shí)歡迎他們再次光臨。
16.???? Handles and stores guests’ luggage in a safe and secure, organized and
systemized way.
有條理的安放和儲(chǔ)存客人的行李并確保安全。
17.???? Responsible for ensuring that the lobby appearance is neat and tidy,
and that public areas are called when necessary. Responsible for ensuring
that hotel material and information is stocked and available for guests.
確保大廳的整潔衛(wèi)生，及常用客用資料和物品等的補(bǔ)充更新。
18.???? Has knowledge of the hotels facilities and services as well as basic
knowledge of Hilton International, MEAP & other properties in China.
掌握希爾頓酒店的基本概況。
19.???? 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。
20.???? Handles and delivers messages, receives and distributes packages, and
the daily post and correspondence of both guests and the hotel
確保禮賓部準(zhǔn)確的信息傳遞，保證酒店和賓客每日包裹郵件的正常收發(fā)。
21.???? 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)。
22.???? 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。
23.???? 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)行有效的溝通及合作。
24.???? 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.
確保信息有效的傳達(dá)到人，及時(shí)解決問題讓客人滿意，參加每日必須的會(huì)議等。
25.???? 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。
26.???? 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.
在收取現(xiàn)金，信用卡，代金券，公司或第三方付費(fèi)等服務(wù)時(shí)嚴(yán)格遵守酒店規(guī)定。
27.???? 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?。
28.???? To undertake any other reasonable task or request as directed by the
management.
接受部門其他合理的任務(wù)或要求的安排。
29.???? Delivers morning newspapers ,Zipout checkout packets , mail , packages
faxes etc . to specific guest room .
負(fù)責(zé)將報(bào)紙,結(jié)帳單，包裹，郵件等送至客人房間。
30.???? Cleans and polishes carts and other equipment used in the department .
負(fù)責(zé)行李車的日常清潔和保養(yǎng)。
31.???? Answers the bell desk phone and provides information as needed .
接聽禮賓臺(tái)電話，應(yīng)客人的不同需求提供服務(wù)。
32.???? Reads and matches luggage tags , writes claim tickets and detaches
portion to give to desk.
行李牌的登記及行李的分發(fā)。
33.???? 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，該部門有權(quán)更改或補(bǔ)充該職位描述
34.????
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)。
