崗位職責(zé)/職位描述

工作職責(zé)：

1.以主動(dòng)幫助的態(tài)度， 預(yù)見客人要求，處理客人需求。

2.從酒店各個(gè)部門盡可能的得到客人反饋，負(fù)責(zé)客人反饋程序的建立以及達(dá)成客人滿意度調(diào)查的目標(biāo)設(shè)定。

3.以友好禮貌的態(tài)度歡迎所有的客人。

4.對(duì)客人友好， 富有同情心和禮貌。

5.通過(guò)友好有效的服務(wù)使客人愉悅并通過(guò)個(gè)性化高效率的服務(wù)贏得回頭客。

6.深入了解希爾頓榮譽(yù)客會(huì)獎(jiǎng)勵(lì)計(jì)劃。 確保所有的員工都得到相關(guān)培訓(xùn)。

7.確保每一位希爾頓榮譽(yù)客會(huì)的客人在前臺(tái)入住時(shí)被識(shí)別，所有的員工得到相關(guān)培訓(xùn)。

8.負(fù)責(zé)將客人的意見集中到對(duì)客服務(wù)相關(guān)部門并及時(shí)更新客人歷史紀(jì)錄。

Job Description：

1.Greet all guests in the lobby and lobby lounge, answer their queries, give suggestions, escort them to the Front Desk, food and beverage outlets, and the Club Lounge.

2.Get maximum feedback from guests on all areas of the hotel, maintaining key responsibilities for the Guest Response process set-up in the hotel and in achieving the targets set for the Guest Satisfaction Survey.

3.Welcome all guests in a polite and friendly manner.

4.Be helpful, empathetic and polite to all guests.

5.Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service.

6.In-depth understanding of each level of the Hilton Honors reward program, ensuring that all associates are updated regularly on the benefits for each program.

7.Ensure that every guest who is a Hilton Honors member is enrolled in the Hilton Honors reward program when they check-in and that all associates are to be trained on this and practice this meticulously.

8.Ensure that all guest comments are passed on to the centralized guest response area and are updated in all necessary guest history databases.