Position Summary职位概述
1. To maintain a high customer service focus by approaching your job with the customers always in mind.
在整个工作过程中，始终保持高度的客户服务意识。
2. To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流。
3. Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
确保所有账单消费的精准性，为客人提供高效快捷的结账服务。
4. If necessary, to help the guest to accept reservations, detailed document the location of the room, be fond of, prices, telephone and special requirements, etc.
如有必要，帮助客人订房，详细记录房型、喜好的位置、价格、电话以及特殊要求等。
5. Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that 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。
6. Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonors and Frequent Flyer Number enquired about, and method of payment secured.
依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。
7. Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way.
确保宾客档案信息及时录入公安申报系统。
8. Is up 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。
9. Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
确保所有账单消费的精准性，为客人提供高效快捷的结账服务。
10. Ensure the correct operation of the switchboard for fast and efficient transferring of internal and externalcalls. Greets customers immediately with a friendly and sincere welcome. Responds to inquiries withaccurateinformation regarding hours of outlet operation, directions to local attractions, ormeeting rooms, etc.according to individual needs.
快速高效的转接所有来电，诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间方位等。
11. Greets all guests communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.
交流的时候热情的语调和所有宾客问候，让他们觉得受到酒店的欢迎。
12. Display professional behavior at all times.
在工作过程中始终体现职业素质。
13. Report any accidents/incidents to the Supervisor/service Manager.
向上一级主管或经理汇报发生的任何事故。
Specific Job Knowledge, Skill and Ability工作技能技巧要求：
1. Considerable skill in the use of a calculator to perform moderately complex mathematicalcalculations without error .
能运用计算器材准确无误的进行各种数据运算。
2. Ability to read, Listen and communicate effectively in English, both verbally and in writing .
能用英语有效的倾听和进行沟通。
3. Ability to access and accurately input information using a moderately complex computer system .
熟练操作酒店电脑操作系统。
Required Qualifications必要的资历要求：
1. Ability to effectively deal with internal and external customers , some of whom will require high levels of patience , tact and diplomacy to defuse anger , collect accurate information and resolve conflicts .
擅长于处理宾客关系，能有效快速的应对处理各种问题。
2. Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。
3. Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。
Preferred Qualifications更高的资历要求：
1 or 2 years of related workingexperience preferred.
一至两年相关工作经验者优先。
Diplomatic, creative and flexible.
具有策略性、创造性及灵活性。
