崗位職責/職位描述

·????????積極地尋找獲取客人反饋意見的每一個機會。

·????????同意并實施以行動去提高對客服務的質量。

·????????向每一位客人介紹希爾頓榮譽客會以及其優(yōu)惠政策。盡可能的招募更多的客人加入希爾頓榮譽客會。認知會員客人，確保希爾頓榮譽客會會員客人收到個性化、專業(yè)的服務以及相應的優(yōu)惠政策。?

·????????必要時及時有效的處理客人的投訴，確保客人對解決方法滿意（服務補救）。

·????????持續(xù)關注客人的檔案以及詳細的喜好，確保客人的檔案和喜好出現在每一個預訂中。

·????????記錄保持客人歷史記錄，以便更好地給再次入住的客人提供優(yōu)質的服務。

·????????確保各個輪班得以被評估和交接，以及簡報會議得以執(zhí)行實現。

·????????根據希爾頓品牌的標準要求，確保所有的客人要求和問題都迅速和有效地響應和處理。

·????????了解酒店周邊地區(qū)的信息，名勝，風景地等，為顧客提供方便。

·????????積極主動的面對客人，協(xié)助他們接近合理的需求。

·????????Actively seek verbal feedback from customers.

·????????Agree on and implement actions to make improvementsto customer service.

·????????Promote Hilton Honors and its associated benefitsto guests who are not already enrolled in the program, ensuring that existingHilton Honors members receive personal and professional service that recognizesthem as important guests and that their benefits are received.

·????????Handle complaints promptly and efficiently, takingthe necessary action, and keep the GuestService Supervisor / Guest Service Manager aware.

·????????Follow-up with all guests to ensure satisfactionwith problem resolution (service recovery).

·????????Maintain awareness of guests’ profiles and specificpreferences, ensuring that they are acted upon for each reservation.

·????????Maintain guest histories to assist with returningguests.

·????????Ensure that the shift is reviewed, handovers andbriefings are carried out.

·????????Make sure all customers’ requests and queries areresponded to promptly and effectively as prescribed by Hilton brand standards.

·????????Up to date with information on facilities,attractions, and places of interests, sights and activities in and around the hotel.

·????????Be pro-active towards customers, assisting themwith any reasonable requests.