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1. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 認(rèn)知和歡迎每一位客人，微笑，目光接觸，用客人的名字友好的問候。 2. ?Address guests' service needs in a professional, positive, and timely manner. 積極，專業(yè)，及時(shí)地處理客人的服務(wù)需求。 3. ?Engage guests in conversation regarding their stay, property services, and area attractions/offerings. 通過和客人溝通住宿、服務(wù)的體驗(yàn)來和客人進(jìn)行情感投入。 4. ?Assist other ladies and gentlemen to ensure proper coverage and prompt guest service. 協(xié)助其他紳士淑女保證覆蓋所有的對客服務(wù)需求。 5. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. 預(yù)見客人的需求，包括聆聽、觀察客人、詢問客人，并且及時(shí)地滿足客人的需求。 6. ?Meet with supervisor to review daily assignments and priorities. 和主管回顧每日的工作以及主次順序。 7. ?Access all function of computer system according to established procedures and standards. 根據(jù)政策和標(biāo)準(zhǔn)，使用電腦系統(tǒng)的全部功能。 8. Set up workstation with necessary supplies; maintain cleanliness throughout shift. 保證工作臺有充足的用品，工作期間保持清潔。 9. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. 為客人導(dǎo)引方向，酒店產(chǎn)品的信息，服務(wù)和運(yùn)營時(shí)間，本地的旅游景點(diǎn)。 10. Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services). 給客人介紹房間的信息（房卡，小酒吧，房內(nèi)的保險(xiǎn)箱，洗衣服務(wù)，冰塊，等等） 11. Contact appropriate individual or department (e.g., Bell, Front Desk, Housekeeping, Engineering, and Loss Prevention) as necessary to resolve guest call, request, or problem. 聯(lián)系相關(guān)的人員和部門（例如行李部，前臺，客房，工程，防損，等等）保證及時(shí)解決客人的問題，要求。 12. Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. 如果收到客人的相關(guān)信息，郵件，傳真，及時(shí)告知客人，如果有需要，及時(shí)送到客人房間。 13. Follow up with guests to ensure their requests or problems have been met to their satisfaction. 和客人確認(rèn)他們的要求和問題得到解決，并且滿意。 14. Thank guests with genuine appreciation and provide a fond farewell. 真誠的感謝客人，道別。 15. Generate quality guest preferences through every interaction with guest. 通過與客人交流，收集高質(zhì)量的顧客喜好。 16. Ensure all the preferences for arrival process are attended to. Catch any single opportunity to anticipate and comply with guests’ needs 確保跟進(jìn)每個(gè)到達(dá)的客人的喜好，抓住每一個(gè)機(jī)會預(yù)見及滿足客人需要。