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 .
热情友好的问候客人，确保提供高效一致的服务。对入住期间的各种需求和问题予以快速解决，销售酒店各项产品确保利润最大化。
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 .
根据预订优质快速的为客人办理入住手续，确认相关信息，如:房价，人数等，依客人喜好予以排房。向客人介绍酒店各种宣传促销活动及推销希尔顿荣誉客会给非会员，吸引新会员的加入。指引去房间的方向并解释房卡的使用方法，向客人分发礼物等。
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 .
确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结帐手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。
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 .
热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。
4. Receives special requests from guests , andresponds appropriately or forwards requests to appropriate team members fordecisions and actions.
积极解决客人的问题，对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。
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 .
礼貌的接听所有来电，及时恰当的应客人要求处理各种邮件、传真及转交物品。
6. Fields guest complaints , conducting thoroughresearch to develop the most effective solutions and negotiate results. Listensand extends assistance in order to resolve problems.
倾听，成着冷静的应对和处理各类客人投诉。
7. Takes an active role in the team by being kind,cooperative, helpful and never forgetting the person behind the guest.
积极的工作，友好的为客人提供服务。
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.
积极参加所需的各种培训，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.
在前台的团队中起到积极作用，有效的沟通，确保达到目标。
10. Creatinga warm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
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.
依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会会员号，确保入住登记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.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
13. Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation.
维护顾客档案和信息，确保预订的有效性和准确性。
14. Ensuresthat VIP guests are treated personally and recognized as an individual.
确保VIP客人个性化服务待遇。
15. Liaiseswith Sales, Reservations and the Business Development team to handle corporateguests.
协助销售，预定和业务发展团队为公司客人提供服务。
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.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
17. Ensuresa prompt and efficient departure, by settling guests accounts as per billingand reservation instructions and ensuring that all guests folios are correct.
确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。
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.
将准确完整的信息录入酒店管理系统，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.
确保当班期间所有的宾客档案信息及时准确的录入公安申报系统。
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.
遵循希尔顿品牌标准。
21. Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton, MEAP & other properties in China.
掌握希尔顿酒店集团的基本概况。
22. Isup to date with information on facilities, attractions, places of interest,sights and activities in and around hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
23. Effectivelycommunicates, coordinates and cooperates with Housekeeping, F&B,Engineering and IT.
与餐饮部，客房部，工程部，IT等进行有效的沟通合作。
24. Reportsproblems with hotel systems, hardware or facilities to the appropriate partyand follows up to ensure that corrective action has been taken.
对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
25. Ensuresthat the Guest Service Manager is kept aware and up to date of operationalissues.
汇报最新的工作进展，确保宾客关系经理对部门营运状况的了解。
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.
确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例会及其他会议。
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.
确保完成行前台每日的任务，其中包括但不仅限于工作的监督，房间分配，报告，信用 额度核对，电脑数据备份及主帐的核对等。
28. ChecksRegistration cards, meeting and function information, billing instructions, andreservation backup to ensure that all information received is actionedaccordingly.
核对入住登记表，会议及活动信息，预订备份等。
29. Ensuresthat front desk stock is managed and not wasted, maintaining costs where able.
节约成本，确保存货不浪费。
30. Keepsup to date and aware of competitor activities in order to be informed.
警惕商业竞争行为，并及时上报。
31. Adheresto the hotel selling strategy of Demand Based Pricing and maintains rateintegrity by offering clear, transparent, and value for money rates to guests.
根据价格要求向客人提供相应的物品。
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， 危机管理部门，灾难处理方法，救火程序执行。必要的时候加入救火。
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.
严格遵守现金收付手续，收取现金，信用卡，转帐，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.
收取现金，信用卡，代金券，兑换外币或第三方付费等服务时要严格遵守酒店规定。
35. Providessafety deposit boxes to guests, ensuring that guests valuables are safe andsecure at all times.
为客人提供保险箱，保证他们的财物安全。
36. Followsup on outstanding accounts to ensure no loss of revenue and secures method ofpayment for upcoming reservations.
跟进担保预订及付款方式，确保酒店收入。
37. Maintainsthe efficiency of departure by checking all guests folios to ensure accuracy ofcharges.
确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。
38. Upsellsrooms to higher room and rate categories, ensuring the maximum revenuegeneration from each guest.
从促销客房转至高级客房，确保在每个客人身上获得最大利润。
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.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
40. Attempt to communicate with guest in guest’s nativelanguage , if applicable .
如有可能用客人的母语与其交流。
41. Carries out any other reasonable duties and responsibilities asassigned.
完成任何其他合理的职责和被指派的职责。
42. Familiarwith Business Center service skills like printing, typing, scaning and so on.
熟悉商务中心服务技能如打印，打字服务，扫描等.
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，该部门有权更改或补充该职位描述。
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