崗位職責/職位描述

Provide efficient and quality check-in service according to reservations, confirm details including room rate and number of guests, and assign rooms based on guest preferences. Promote hotel promotions and campaigns, introduce Hilton Honors to non-members and encourage new membership enrollments. Escort guests to their rooms, explain the use of room keys, and distribute welcome gifts to guests.

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。

Ensures rooms and services are correctly accounted for within gueststatement properly accounts for service provided by the hotel. Assists guestswith check out payments or charges. Accepts and records vouchers, credit,traveler’s checks and other forms of payment, converts foreign currency at currentposted 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。

Greets customers immediately with a friendly and sincere welcome. Uses apositive and clear speaking voice, listens to understands requests, respondswith 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。

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

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。

Promptly answers the telephone and email inquiries. Inputs messages intothe computer and advises other team members of special guest needs. Retrievesmessages and communicates the content to the guest. Retrieves mail, packagesand facsimiles or other special items for customers as requested.

禮貌的接聽所有來電，及時恰當的處理各種郵件、傳真和包裹，對于客人的特殊要求予以交接班。

Fields guest complaints, conducting thorough research to develop themost effective solutions and negotiate results. Listens and extends assistancein order to resolve problems such as price conflicts, insufficient heating orair conditioning, etc. Remains calm and alert especially during emergencysituations and heavy hotel activity. Plans and implements detailed steps byusing experienced judgment and discretion.

沉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。

Remains calm alert, especially during emergencyand heavy hotel activity, and resolve complications such as location changes orcredit issues.

成著冷靜應對各種突發問題，如換房，信用額度等。

In addition to performance of the essentialfunctions, this position may be required to perform a combination of thefollowing supportive functions, with the percentage of time performing eachfunction to be solely determined by management based upon the particularrequirements of the company.

Takes an active role in theteam by being kind, cooperative, and helpful and never forgetting the personbehind the guest.

積極的工作，友好的為客人提供服務。

Actively takes part intraining where and when required, attending formal training sessions and on thejob training to ensure standards and develop skills and abilities.

積極參加所需的各種培訓，提高工作能力。

Contributes to the hoteland team by sharing new ideas and suggestions for improvements, beinginnovative and creative to provide quality service and customer care to teammembers 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 theExecutive Floor team, ensuring effective communication and working as a team inorder to reach goals and targets.

在團隊中起到積極作用，有效的溝通，確保達到目標。

Creating a warm andwelcoming 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。