崗位職責/職位描述

工作職責：

1.根據預訂優質快速的為客人辦理入住手續，確認相關信息，如:房價，人數等，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，向客人分發禮物等。

2.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帳手續。接收現金，信用卡，旅行支票，公司或第三方付費等付款方式。

3.熱情友好的問候客人，對客人的合理需求予以積極恰當的回應。準確提供各種信息如：酒店營業場所的營業時間及VIP促銷計劃等。

4.對自己權限范圍內不能予以解決的問題和需求，及時反饋給相應部門和人員予以解決。

5.禮貌的接聽所有來電，及時恰當的應客人要求處理各種郵件、傳真及轉交物品。

6.成著冷靜的應對和處理各類客人投訴，如：客人對價格不滿，空調或供暖系統的不足等。

7.積極的工作，友好的為客人提供服務。

8.積極參加所需的各種培訓，提高工作能力。

9.致力于酒店工作，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。

10.在前臺的團隊中起到積極作用，有效的溝通，確保達到目標。

11.為顧客提供熱情周到的服務，有賓至如歸感。

Job Description：

1.Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.

2.Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation.

3.Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.

4.Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.

5.Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates.

6.Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.

7.Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.

8.Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.

9.Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.

10.Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.

11.Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.