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Greets and registers guests , providing prompt and courteous service .Check in / out of guests . Resolves guest challenges throughout their stay in our hotel . upgrades guests as required . Promotes hotel services .

熱情友好的問候客人,，確保提供高效一致的服務(wù),。對入住期間的各種需求和問題予以快速解決，銷售酒店各項產(chǎn)品確保利潤最大化,。

1. Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate . Promotes and administers Hilton Marketing programs such as Hilton Honors , for arriving guests . Ensures guests knows location 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:房價,，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及推銷希爾頓榮譽客會給非會員,，吸引新會員的加入,。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 accounted for within guest statement Properly accounts for service provided by the hotel . Assists guests with check out payments or charges . Accepts and records vouchers , credit, traveler’s checks , and other forms of payment , converts foreign currency at current posted rates .

確保入住期間的各項需求能有效滿足,，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，公司或第三方付費等付款方式,。

3. Greets customers immediately with a friendly and sincere welcome . Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc .

熱情友好的問候客人,，對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：酒店營業(yè)場所的營業(yè)時間及VIP促銷計劃等,。

4. Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.

對自己權(quán)限范圍內(nèi)不能予以解決的問題和需求,，及時反饋給相應(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 special guest needs . retrieves messages and communicates the content to the guest . Retrieves mail , packages and facsimiles or other special items for customers as requested .

禮貌的接聽所有來電,，及時恰當(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 thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc . Remains calm and alert especially during emergency situations and heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion .

成著冷靜的應(yīng)對和處理各類客人投訴，如：客人對價格不滿,，空調(diào)或供暖系統(tǒng)的不足等,。

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 when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.

積極參加所需的各種培訓(xùn),，提高工作能力。

9. 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,，為酒店發(fā)展提供創(chuàng)造性的建議,，為顧客和整個團隊提供高品質(zhì)服務(wù)。

10. Takes an active role in the front desk team, ensuring effective communication and working as a team in order to reach goals and targets.

在前臺的團隊中起到積極作用,，有效的溝通,，確保達到目標(biāo)。

11. Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

為顧客提供熱情周到的服務(wù),，有賓至如歸感,。

12. Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired about, and method of payment secured.

依照預(yù)訂為客人辦理入住，核對預(yù)訂信息,，希爾頓榮譽客會號及航空公司會員號,，確保入住登記表的完整性及付款方式安全有效。

13. Handles complaints promptly and efficiently, taking the necessary action, and informing the 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,，及時有效的處理顧客的不滿,，適當(dāng)?shù)臅r候告知值班經(jīng)理或賓客關(guān)系經(jīng)理?；卦L客人，確?？腿藢鉀Q方法滿意,。

14. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.

維護顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)確性,。

15. Ensures that VIP guests are treated personally and recognized as an individual.

確保VIP客人個性化服務(wù)待遇,。

16. Liaises with Sales, Reservations and the Business Development team to handle corporate guests.

協(xié)銷售，預(yù)定和業(yè)務(wù)發(fā)展團隊為公司客人提供服務(wù),。

17. 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.

引入新的榮譽客會會員,，確保會員應(yīng)得利益，為會員提供優(yōu)質(zhì)專業(yè)的服務(wù),。

18. Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct.

確保所有帳單消費的精準(zhǔn)性,，為客人提供高效快捷的結(jié)帳服務(wù)。

19. Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.

將準(zhǔn)確完整的信息錄入酒店管理系統(tǒng),，以便大家分享,。

20. 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.

遵循希爾頓品牌標(biāo)準(zhǔn),。

21. Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.

掌握希爾頓酒店集團的基本概況。

22. Is up 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. Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT.

與餐飲部,，客房部，工程部,，IT等進行有效的溝通合作,。

24. Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.

對酒店設(shè)施設(shè)備的非正常運轉(zhuǎn)予以及時報告，并跟進直至問題解決,。

25. Ensures that the Guest Service Manager is kept aware and up to date of operational issues.

匯報最新的工作進展,，確保賓客關(guān)系經(jīng)理對部門營運狀況的了解。

26. 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.

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。參加日常例會及其他會議,。

27. Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up.

確保完成行前臺每日的任務(wù),，其中包括但不僅限于工作的監(jiān)督，房間分配,，報告,，信用 額度核對，電腦數(shù)據(jù)備份及主帳的核對等,。

28. Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is actioned accordingly.

核對入住登記表,，會議及活動信息，預(yù)訂備份等,。

29. Ensures that front desk stock is managed and not wasted, maintaining costs where able.

節(jié)約成本,，確保存貨不浪費。

30. Keeps up to date and aware of competitor activities in order to be informed.

警惕商業(yè)競爭行為,，并及時上報,。

Greets and registers guests , providing prompt and courteous service .Check in / out of guests . Resolves guest challenges throughout their stay in our hotel . upgrades guests as required . Promotes hotel services .

熱情友好的問候客人，確保提供高效一致的服務(wù),。對入住期間的各種需求和問題予以快速解決,，銷售酒店各項產(chǎn)品確保利潤最大化。

1. Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate . Promotes and administers Hilton Marketing programs such as Hilton Honors , for arriving guests . Ensures guests knows location 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:房價，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及推銷希爾頓榮譽客會給非會員,，吸引新會員的加入。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 accounted for within guest statement Properly accounts for service provided by the hotel . Assists guests with check out payments or charges . Accepts and records vouchers , credit, traveler’s checks , and other forms of payment , converts foreign currency at current posted rates .

確保入住期間的各項需求能有效滿足，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,，公司或第三方付費等付款方式,。

3. Greets customers immediately with a friendly and sincere welcome . Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc .

熱情友好的問候客人，對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：酒店營業(yè)場所的營業(yè)時間及VIP促銷計劃等,。

4. Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.

對自己權(quán)限范圍內(nèi)不能予以解決的問題和需求，及時反饋給相應(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 special guest needs . retrieves messages and communicates the content to the guest . Retrieves mail , packages and facsimiles or other special items for customers as requested .

禮貌的接聽所有來電,，及時恰當(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 thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc . Remains calm and alert especially during emergency situations and heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion .

成著冷靜的應(yīng)對和處理各類客人投訴,，如：客人對價格不滿，空調(diào)或供暖系統(tǒng)的不足等,。

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 when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.

積極參加所需的各種培訓(xùn),，提高工作能力,。

9. 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，為酒店發(fā)展提供創(chuàng)造性的建議,，為顧客和整個團隊提供高品質(zhì)服務(wù),。

10. Takes an active role in the front desk team, ensuring effective communication and working as a team in order to reach goals and targets.

在前臺的團隊中起到積極作用，有效的溝通,，確保達到目標(biāo)。

11. Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

為顧客提供熱情周到的服務(wù),，有賓至如歸感,。

12. Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired about, and method of payment secured.

依照預(yù)訂為客人辦理入住，核對預(yù)訂信息,，希爾頓榮譽客會號及航空公司會員號,，確保入住登記表的完整性及付款方式安全有效。

13. Handles complaints promptly and efficiently, taking the necessary action, and informing the 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,，及時有效的處理顧客的不滿,，適當(dāng)?shù)臅r候告知值班經(jīng)理或賓客關(guān)系經(jīng)理,。回訪客人,，確?？腿藢鉀Q方法滿意。

14. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.

維護顧客檔案和信息,，確保預(yù)訂的有效性和準(zhǔn)確性,。

15. Ensures that VIP guests are treated personally and recognized as an individual.

確保VIP客人個性化服務(wù)待遇。

16. Liaises with Sales, Reservations and the Business Development team to handle corporate guests.

協(xié)銷售,，預(yù)定和業(yè)務(wù)發(fā)展團隊為公司客人提供服務(wù),。

17. 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.

引入新的榮譽客會會員，確保會員應(yīng)得利益,，為會員提供優(yōu)質(zhì)專業(yè)的服務(wù),。

18. Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct.

確保所有帳單消費的精準(zhǔn)性，為客人提供高效快捷的結(jié)帳服務(wù),。

19. Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.

將準(zhǔn)確完整的信息錄入酒店管理系統(tǒng),，以便大家分享。

20. 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.

遵循希爾頓品牌標(biāo)準(zhǔn),。

21. Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.

掌握希爾頓酒店集團的基本概況,。

22. Is up 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. Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT.

與餐飲部,，客房部,，工程部，IT等進行有效的溝通合作,。

24. Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.

對酒店設(shè)施設(shè)備的非正常運轉(zhuǎn)予以及時報告,，并跟進直至問題解決。

25. Ensures that the Guest Service Manager is kept aware and up to date of operational issues.

匯報最新的工作進展,，確保賓客關(guān)系經(jīng)理對部門營運狀況的了解,。

26. 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.

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,。參加日常例會及其他會議。

27. Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up.

確保完成行前臺每日的任務(wù),，其中包括但不僅限于工作的監(jiān)督,，房間分配，報告，信用 額度核對,，電腦數(shù)據(jù)備份及主帳的核對等,。

28. Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is actioned accordingly.

核對入住登記表，會議及活動信息,，預(yù)訂備份等,。

29. Ensures that front desk stock is managed and not wasted, maintaining costs where able.

節(jié)約成本，確保存貨不浪費,。

30. Keeps up to date and aware of competitor activities in order to be informed.

警惕商業(yè)競爭行為,，并及時上報。