Position Summary职位概述:
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.
热情友好的帮助客人提携行李，引领客人到房间并提供所需服务。贯穿希尔顿品牌服务理念于服务当中给客人留下难忘而又愉悦的回忆。
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 .
帮助客人寻找丢失在出租车上的物品。 通过专用行李车装卸通道为客人装卸行李。
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.
引领客人到房间，介绍酒店及房间的设施设备。快速巡视房间是否存在问题，及时通知相关部门予以解决。
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.
对于客人的需求予以积极快速的回应，提供准确信息，提供租车、旅游向导等服务。
4.
Organizes and store
luggage as necessary in a designate area .
将客人行李有序的寄存于指定地点。
5.
Greets customers
immediately with a friendly and sincere welcome . Remain calm and attentive ,
especially during heavy hotel activity and emergencies .
热情友好的问候客人。能成着冷静的应对各种突发情况。
6.
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的同时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.
积极参加所需的各种培训，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，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
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.
在前台和礼宾部的团队中起到积极做用，有效的沟通，确保达到目标。
10. Creating a warm and welcoming arrival for guests, ensuring that they
feel expected and immediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
11. Ensures that all guests are greeted at the door.
第一时间问候客人。
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. Ensures that VIP guests are treated personally and recognized as an
individual.
确保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。。
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，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。
16. Handles and stores guests’ luggage in a safe and secure, organized and
systemized way.
有条理的安放和储存客人的行李并确保安全。
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.
确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。
18. Has knowledge of the hotels facilities and services as well as basic
knowledge of Hilton International, MEAP & other properties in China.
掌握希尔顿酒店的基本概况。
19. Is up to date with information on facilities, attractions, places of
interest, sights and activities in and around hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
20. Handles and delivers messages, receives and distributes packages, and
the daily post and correspondence of both guests and the hotel
确保礼宾部准确的信息传递，保证酒店和宾客每日包裹邮件的正常收发。
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.
遵循希尔顿品牌标准。
22. Reports problems with hotel systems, hardware or facilities to the
appropriate party and 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。
23. Effectively communicates, 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.
确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。
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。
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.
在收取现金，信用卡，代金券，公司或第三方付费等服务时严格遵守酒店规定。
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.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
28. To undertake any other reasonable task or request as directed by the
management.
接受部门其他合理的任务或要求的安排。
29. Delivers morning newspapers ,Zipout checkout packets , mail , packages
faxes etc . to specific guest room .
负责将报纸,结帐单，包裹，邮件等送至客人房间。
30. Cleans and polishes carts and other equipment used in the department .
负责行李车的日常清洁和保养。
31. Answers the bell desk phone and provides information as needed .
接听礼宾台电话，应客人的不同需求提供服务。
32. Reads and matches luggage tags , writes claim tickets and detaches
portion to give to desk.
行李牌的登记及行李的分发。
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，该部门有权更改或补充该职位描述
34.
Carries out any other
reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
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