崗位職責/職位描述

·????????Actively seek verbal feedback fromcustomers.

?????? 積極地尋找獲取客人反饋意見。

·????????Agree and implement actions to makeimprovements to customer service.

?????? 同意并實施以行動去提高對客服務的質量。

·????????Create a warm and welcoming arrival forguests, ensuring that they feel expected and immediately “at-home” when theyarrive.

?????? 為顧客提供熱情服務，讓他們立刻有回家的感覺。

·????????Ensure that all guests are greeted atthe door.

?????? 確保向每一位客人致意。

·????????Positively deal with and learn fromcustomers’ complaints and comments with follow-up and feedback to the ChiefConcierge.

?????? 以明確地的態度、正確地對待和處理客人投訴和反饋意見，跟進并向禮賓部經理報告，并從中學習。

·????????Make sure all customer requests andqueries are responded to promptly and effectively, adhering to Hilton BrandStandards.

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

·????????Be proactive towards customers,assisting them with any reasonable requests, and training all team members tosee these things before the customers ask.

?????? 積極主動的面對客人，協助他們接近合理的需求，培訓所有員工提前預知客人要求。

·????????Ensure that the concierge team escortsguests to their rooms, hotel facilities and room features are explained, andluggage is delivered in a prompt manner.

將客人送至客房，介紹客房布局，確保行李及時寄存等。

·????????Take an active role in the conciergeteam, ensuring effective communication and work as a team in order to reachgoals and targets.

團隊工作，在前臺扮演積極角色，有效率的和客人溝通，確保達到目標。

·????????Handle complaints promptly andefficiently, taking the necessary action, and informing the Guest ServiceManager to follow-up where appropriate.

采取必要行動，及時有效的處理顧客的不滿，適當的時候告知賓客關系經理。

Facilitatea prompt departure for all guests by ensuring that their luggage is broughtfrom their rooms promptly when requested or offer assistance when in the lobby.

如有必要，幫助客人拿取行李，確保客人及時辦理離店，安排運送，同時歡迎他們再次光臨。

·????????Manage the storage and organization ofguests’ luggage in a safe and secure, organized and systemized way.

有條理的安放客人的行李，確保安全。

·????????Ensure that the concierge teammaintains the lobby appearance to be neat and tidy, and that public areas arecleaned when necessary. Responsible for ensuring hotel materials are wellstocked and information is available to guests.

確保大廳的整潔衛生，為賓客預備常用的物品和信息等。

·????????Knowledgeable of the hotel’s facilitiesand services as well as basic knowledge of Hilton.

掌握希爾頓酒店的基本概況。

·????????Up to date with information and havedetailed knowledge of facilities, attractions, places of interests, sights andactivities in and around the hotel, imparting this knowledge to other teammembers.

了解酒店周邊地區的信息，名勝，風景地等，為顧客提供方便。將這些知識與團隊成員分享。

·????????Ensure that ticket reconfirmation,safari bookings and guest reservations are correctly carried out when required.確保如有需要禮賓部能為賓客進行票務信息確認、預定等。

·????????Ensure appropriate handling anddelivering of messages, receive and distribute packages, manage the daily postand correspondence of both guests and the hotel.

確保禮賓部準確的傳遞信息，保證酒店和賓客每日包裹郵件的收發。

·????????Manage guests’ airport transportation,ensuring pick-ups and drop-offs are completed on time.

管理賓客的機場運輸，確保安排好客人的接機與送機服務。

·????????The Management reserves the right tomake changes to this job description at its sole discretion and without advancenotice.

如有必要 ，該部門有權更改或補充該職位描述。

·????????Carry out any other reasonable dutiesand responsibilities as assigned.

完成任何其他合理的職責和被指派的職責。? ?