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Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.使用品牌或酒店的特定模型（如LEARN、PLEASED、guest Response、LEAP、MYSTIQUE）積極傾聽并積極回應客人的問題、擔憂和要求，以解決問題、取悅客人并建立信任。Address guests' service needs in a professional, positive, and timely manner.以專業、積極、及時的方式滿足客人的服務需求。Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.預測客人的服務需求，包括詢問客人的問題，以更好地了解他們的需求，觀察/傾聽客人的喜好，并在可能的情況下采取行動。Assist other employees to ensure proper coverage and prompt guest service.協助其他員工確保適當的服務和及時的對客服務。Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.與客人就他們的住宿、酒店服務和地區景點/產品進行對話，包括當地的社交媒體。Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).為殘障人士提供幫助，包括在指導范圍內為視力、聽力或身體受損的人士提供幫助（例如，在被要求時陪同他們，用語言解釋行動，在紙上寫下指示，將物體移開，或提供使用盲文或TDD電話的通道）。Thank guests with genuine appreciation and provide a fond farewell.真誠地感謝客人，并致以親切的告別。Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.歡迎并感謝每一位客人，微笑，眼神交流，友好的口頭問候，盡可能叫出客人的名字。Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.了解當地的最新情況，以便為客人提供具體的建議。Communicate recommendations in a way that builds excitement and interest among guests and associates.以一種能引起客人和同事興奮和感興趣的方式傳達建議。Perform other reasonable duties as requested.按要求履行其他合理職責。Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.為客房部跟蹤客房狀況的變化（如：提前退房、晚退房、客房轉移、意外停留）。Organize and coordinate check-in/pre-registration procedures for arriving groups.組織和協調到達團隊的入住/預登記程序。Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.處理所有的退房，包括快速退房，解決任何延遲和有爭議的費用，結算賬目，取回房間鑰匙，并征求客人對入住的意見。Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.處理所有客人的入住事宜，包括在電腦系統（如Fidelio， PMS， FOSSE， OPERA）中確認預訂，核實客人身份，要求付款，分配房間，并根據酒店的政策和程序發放房間鑰匙。Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.發放房間鑰匙前確保有效的付款方式（如信用卡、現金）。Sell a room/accommodation to guests without reservations based on availability.根據房態向客人出售房間。Verify and adjust billing for guests.驗證和調整客人的賬單。Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.完成每日報告（到達和離開的數量），識別任何特殊要求，并檢查報告的準確性。Run credit card authorization report and check for discrepancies.完成信用卡授權報告，檢查是否存在差異。Review shift logs/daily memo books and document pertinent information in logbooks.查看值班日志/每日備忘錄，并在日志中記錄相關信息。Print contingency lists to have a record of all guests in case of emergency.打印應急清單，以便在緊急情況下記錄所有客人。Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.為客人/住客/訪客安排交通工具（如出租車、穿梭巴士），并根據需要提前記錄交通要求。Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.必要時聯系相應的個人或部門（如：行李員、前臺、客房部、工程部、保安/防損部）解決客人的電話、要求或問題。Follow up with guests to ensure their requests or problems have been met to their satisfaction.跟進客人，確保他們的要求或問題得到滿意的解決。Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.管理公共場所內技術設備的使用權限（如電視、遙控器、電腦、互聯網、游戲等），并提供基本的故障排除協助，必要時請適當的個人或部門（如工程、安全/防損）協助。