崗位職責/職位描述

工作職責：
Greets customers immediately with a friendly and sincere welcome .Responds to inquire with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs.
誠摯友好的問候客人。快速的回答和應對客人提出的問題及要求，其中包括各消費場所的營運時間，景區景點指南，租車服務及機場接送服務等。
Answers telephone calls and inputs messages into the computer. Retrieves messages and communicates contents to the guest. Retrieves mail, small packages, and facsimiles for customers as requested.
負責接聽禮賓部電話，處理客人留言，包裹，郵件及傳真。
Arranges and confirms recreation, business and dining activities both inside and outside the hotel. Promptly responds to requests for dentists , doctors ,child care , florists, etc.
代客預訂店內及店外的餐廳和娛樂場所。為醫療保健，托嬰，送花等服務提供協助。
Registers VIP guests by inputting and retrieving information from a computer system, confirming pertinent information such as guest name, number of guests and room number. Provide professional and personal service.
通過電腦系統查詢確認VIP客人的名字，房號，人數等相關信息確保提供更專業更人性化的服務。
Responds to guest complaints, conducts research to develop the most effective solutions and negotiates results. Listens and assists in resolving problems such as price conflicts, insufficient heating or air conditioning, etc.
Remains calm and alert especially during emergency situations and heavy hotel activity.
處理客人投訴，如客人對價格不滿，空調或供暖系統的不足等，遇突發事件時能成著冷靜應對。
Distributes printed materials such as brochures of local attractions or other Hiltons
分發酒店及希爾頓集團宣傳資料。
Takes an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
積極的工作，友好的為客人提供服務的同時招呼示意下一位客人。
Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required
積極地參加職業培訓,讓員工保持水平一致。
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，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。
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.
在前臺和禮賓部的團隊中起到積極做用，有效的溝通，確保達到目標。
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，有賓至如歸感。
Ensures that the concierge team escorts guests to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
將客人送至客房，介紹客房布局，確保行李及時送達。
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，適當的時候告知值班經理或賓客關系經理。回訪客人，確保客人對解決方法滿意。

任職資格：
曾擔任過禮賓或客戶服務工作，是在豪華酒店環境中擔任主管。
具有很強的領導能力和團隊管理能力，能夠培訓和激勵員工。
出色的溝通和人際交往能力，專注于提供卓越的客戶服務。
對當地景點、餐廳和活動有深入的了解。
英語熟練；會其他語言者優先。