Greets andregisters guests , providing prompt and courteous service .Check in / out ofguests . Resolves guest challenges throughout their stay in our hotel .upgrades guests as required . Promotes hotel services .
熱情友好的問(wèn)候客人，確保提供高效一致的服務(wù)。對(duì)入住期間的各種需求和問(wèn)題予以快速解決，銷售酒店各項(xiàng)產(chǎn)品確保利潤(rùn)最大化。
1.????????Completes the registration process by inputting andretrieving information from a computer system , confirming pertinentinformation including number of guests and room rate . Makes appropriateselection of rooms based on guest needs . Codes electronic keys . Non –verballyconfirms the room number and rate . Promotes and administers Hilton Marketingprograms such as Hilton Honors , for arriving guests . Ensures guests knowslocation 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 accountedfor within guest statement Properly accounts for service provided by the hotel. Assists guests with check out payments or charges . Accepts and recordsvouchers , credit, traveler’s checks , and other forms of payment , convertsforeign 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 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(wèn)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 , andresponds appropriately or forwards requests to appropriate team members fordecisions and actions.
積極解決客人的問(wèn)題，對(duì)自己權(quán)限范圍內(nèi)不能予以解決的問(wèn)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 specialguest needs . retrieves messages and communicates the content to the guest .Retrieves mail , packages and facsimiles or other special items for customersas requested .
禮貌的接聽(tīng)所有來(lái)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 thoroughresearch to develop the most effective solutions and negotiate results. Listensand extends assistance in order to resolve problems.
傾聽(tīng)，成著冷靜的應(yīng)對(duì)和處理各類客人投訴。
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.????????Actively takes part in training where and whenrequired, attending formal training sessions and on the job training to ensurestandards and develop skills and abilities.
積極參加所需的各種培訓(xùn)，提高工作能力。
9.????????Takes an active role in the front desk team,ensuring effective communication and working as a team in order to reach goalsand 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)。
10.???? Creatinga warm 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。
11.???? Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Hiltonhonors Number enquired, 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)會(huì)員號(hào)，確保入住登記表的完整性及付款方式安全有效。
12.???? Handlescomplaints promptly and efficiently, taking the necessary action, and informingthe Duty Manager or Guest Relations 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?；卦L客人，確保客人對(duì)解決方法滿意。
13.???? Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted 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。
14.???? Ensuresthat VIP guests are treated personally and recognized as an individual.
確保VIP客人個(gè)性化服務(wù)待遇。
15.???? Liaiseswith Sales, 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(tuán)隊(duì)為公司客人提供服務(wù)。
16.???? PromotesHilton honors and its associated benefits to guests who are not alreadyenrolled in the program. Ensures that existing Hilton honors members receivepersonal and professional service that recognizes them as important guests andthat 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)。
17.???? Ensuresa prompt and efficient departure, by settling guests accounts as per billingand 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)。
18.???? Inputsinformation in to ONQ regarding guests, ensuring accuracy and that all detailsare completed and that the information can be clearly understood by other teammembers.
將準(zhǔn)確完整的信息錄入酒店管理系統(tǒng)，以便大家分享。
19.???? Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way for the whole shift.
確保當(dāng)班期間所有的賓客檔案信息及時(shí)準(zhǔn)確的錄入公安申報(bào)系統(tǒng)。
20.???? 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(biāo)準(zhǔn)。
21.???? Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton, MEAP & other properties in China.
掌握希爾頓酒店集團(tuán)的基本概況。
22.???? Isup 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。
23.???? Effectivelycommunicates, 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。
24.???? Reportsproblems with hotel systems, hardware or facilities to the appropriate partyand 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(wèn)題解決。
25.???? Ensuresthat the Guest Service Manager is kept aware and up to date of operationalissues.
匯報(bào)最新的工作進(jìn)展，確保賓客關(guān)系經(jīng)理對(duì)部門營(yíng)運(yùn)狀況的了解。
26.???? Passeson information effectively, ensuring that all necessary details arecommunicated to the intended person and that any pending action is completedand 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。
27.???? Ensuresthat the day-to-day functions of the front desk are completed. Including butnot limited to checklist, trace reports, credit limit checks, and onlineback-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。
28.???? ChecksRegistration cards, meeting and function information, billing instructions, andreservation backup to ensure that all information received is actionedaccordingly.
核對(duì)入住登記表，會(huì)議及活動(dòng)信息，預(yù)訂備份等。
29.???? Ensuresthat front desk stock is managed and not wasted, maintaining costs where able.
節(jié)約成本，確保存貨不浪費(fèi)。
30.???? Keepsup 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)。
31.???? Adheresto the hotel selling strategy of Demand Based Pricing and maintains rateintegrity 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。
32.???? 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(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。
33.???? Adheresstrictly to standard cash handling procedures, ensuring to balance float anddrop the required amount. Manages cash, credit card, city ledger, voucher andall 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。
34.???? Adheresto the company credit policy at all times when handling cash, credit cardtransactions, city ledger, providing currency exchange services, 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，兌換外幣或第三方付費(fèi)等服務(wù)時(shí)要嚴(yán)格遵守酒店規(guī)定。
35.???? Providessafety deposit boxes to guests, ensuring that guests valuables are safe andsecure at all times.
為客人提供保險(xiǎn)箱，保證他們的財(cái)物安全。
36.???? Followsup on outstanding accounts to ensure no loss of revenue and secures method ofpayment for upcoming reservations.
跟進(jìn)擔(dān)保預(yù)訂及付款方式，確保酒店收入。
37.???? Maintainsthe efficiency of departure by checking all guests folios to ensure accuracy ofcharges.
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)。
38.???? Upsellsrooms to higher room and rate categories, ensuring the maximum revenuegeneration 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)。
39.???? 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(jī)，用合理的方式提高酒店收入，確保客人物有所值。
40.????Attempt to communicate with guest in guest’s nativelanguage , if applicable .
如有可能用客人的母語(yǔ)與其交流。
41.???? Carries out any other reasonable duties and responsibilities asassigned.
完成任何其他合理的職責(zé)和被指派的職責(zé)。
42.???? Familiarwith Business Center service skills like printing, typing, scaning and so on.
熟悉商務(wù)中心服務(wù)技能如打印，打字服務(wù)，掃描等.
43.???? Themanagement reserves the right to change / extend this job description ifnecessary 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。
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