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崗位職責/職位描述

Welcome and acknowledge each andevery guest with a smile, eye contact, and a friendly verbal greeting, usingthe guest's name when possible.

熱情地用微笑，眼神交流和親切的語言歡迎每一位客人并稱呼客人的名字。

Actively listen and respondpositively to guest questions, concerns, and requests using brand or propertyspecific process to resolve issues, delight and build trust.

運用品牌標準，積極地聆聽和反饋客人提出的問題、顧慮和要求來幫助客人解決問題并建立信任。

Anticipate guests' service needs,including asking questions of guests to better understand their needs andwatching/listening to guest preferences and acting on them whenever possible.

預見客人的需求，包括通過詢問客人問題來更好地理解客人的需求，觀察和聆聽來獲取客人的喜好。

Address guests' service needs in aprofessional, positive, and timely manner.

專業地、積極地和有禮貌地為客人提供服務上的需求。

Thank guests with genuineappreciation and provide a fond farewell.

真誠地感謝客人并熱忱地歡送。

Provide assistance to individualswith disabilities, including assisting visually, hearing, orphysically-impaired individuals within guidelines (e.g., escorting them whenrequested, using words to explain actions, writing directions on paper, movingobjects out of the way, or offering access to Braille or TDD phones).

對身心障礙者提供協助，包括視覺、聽覺和身體損傷的個人提供指引（例如，引領他們，通過語言去解釋，在紙上寫出方向，把障礙物清空等）