Completes the registration process by inputting and retrieving
information from a computer system, confirming pertinent information including
number of guests and room rate. Makes appropriate selection of rooms based on
guest needs. Codes electronic keys. Non –verbally confirms the room number and
rate. Promotes and administers Hilton Marketing programs such as Hilton Honors,
for arriving guests. Ensures guests knows location of room , containing room
keys , tokens of our appreciation ,gifts , etc ,to guest .
根据预订优质快速的为客人办理入住手续，确认相关信息，如:房价，人数等，依客人喜好予以排房。向客人介绍酒店各种宣传促销活动及推销希尔顿荣誉客会给非会员，吸引新会员的加入。指引去房间的方向并解释房卡的使用方法，向客人分发礼物等。
Ensures rooms and services are correctly accounted for within guest
statement properly accounts for service provided by the hotel. Assists guests
with check out payments or charges. Accepts and records vouchers, credit,
traveler’s checks and other forms of payment, converts foreign currency at current
posted rates.
确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结帐手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。
Greets customers immediately with a friendly and sincere welcome. Uses a
positive and clear speaking voice, listens to understands requests, responds
with appropriate action and provide accurate information such on outlet hours,
special VIP programs, events, etc.
热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。
Receives special requests from guests, and responds appropriately or
forwards requests to appropriate team members for decisions and actions.
对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。
Promptly answers the telephone and email inquiries. Inputs messages into
the computer and advises other team members of special guest needs. Retrieves
messages and communicates the content to the guest. Retrieves mail, packages
and facsimiles or other special items for customers as requested.
礼貌的接听所有来电，及时恰当的处理各种邮件、传真和包裹，对于客人的特殊要求予以交接班。
Fields guest complaints, conducting thorough research to develop the
most effective solutions and negotiate results. Listens and extends assistance
in order to resolve problems such as price conflicts, insufficient heating or
air conditioning, etc. Remains calm and alert especially during emergency
situations and heavy hotel activity. Plans and implements detailed steps by
using experienced judgment and discretion.
沉着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。
Remains calm alert, especially during emergency
and heavy hotel activity, and resolve complications such as location changes or
credit issues.
成着冷静应对各种突发问题，如换房，信用额度等。
In addition to performance of the essential
functions, this position may be required to perform a combination of the
following supportive functions, with the percentage of time performing each
function to be solely determined by management based upon the particular
requirements of the company.
Takes an active role in the
team by being kind, cooperative, and helpful and never forgetting the person
behind the guest.
积极的工作，友好的为客人提供服务。
Actively takes part in
training where and when required, attending formal training sessions and on the
job training to ensure standards and develop skills and abilities.
积极参加所需的各种培训，提高工作能力。
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，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
Takes an active role in the
Executive Floor team, ensuring effective communication and working as a team in
order to reach goals and targets.
在团队中起到积极作用，有效的沟通，确保达到目标。
Creating a warm and
welcoming arrival for guests, ensuring that they feel expected and immediately
“at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
Checking-in guests in
accordance with their reservation details, ensuring that the registration card
is completed, reservation information confirmed, Honours and enquired about,
and method of payment secured.
依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号，确保入住登记表的完整性及付款方式安全有效。
Ensuring that guests are
escorted to their room that the hotel facilities and room features are
explained, and that luggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时送达。
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.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
Maintains awareness of
guest’s profile and specific preferences, ensuring that they are acted upon for
each reservation.
维护顾客档案和信息，确保预订的有效性和准确性。
Ensures that VIP guests are
treated personally and recognized as an individual.
确保VIP客人个性化服务待遇。
Assists the Guest Service
Manager by blocking rooms according the guests preferences.
协助宾客服务经理按客人喜好分配房间。
Prints Welcome letters from
the Guest Relation Manager and for 1st time stay Honours guests, arranges
welcome cards and ensure that they are placed in guest rooms or handed over at
the time of arrival.
从宾客关系经理处打印希尔顿荣誉客会会员卡，并确保欢迎卡及时置于会员入住的房间。
Coordinates with Amenity
Butlers to arrange in-room amenity set-ups according to VIP level and for
special occasions – ie. Birthday’s and Honeymoon’s.
为VIP客人或特殊场合安排活动，例如：过生日和度蜜月的宾客。
Facilitate the operation of
the VIP gift amenity menu and welcome drink voucher, by offering it to guests,
and ensuring that VIP’s receive their chosen amenity item.
提供VIP宾客礼遇的单页以及欢迎饮料券，确保宾客享用到所有礼遇。
Liaises with Sales,
Reservations and the Business Development team to handle corporate guests.
协销售，预定和业务发展团队共同为公司客人提供服务。
Promotes Honours and its
associated benefits to guests who are not already enrolled in the program.
Ensures that existing Honours members receive personal and professional
service that recognizes them as important guests and that their benefits are
received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
Provides extra services for VIP guests
including offering refreshments welcome drink upon arrival
为VIP宾客提供额外的服务，包括欢迎饮料等。
Carries out ticket
reconfirmation, safari bookings and makes guest reservations when required.
如有需求，帮助客人完成机票确认和旅行预订等。
Ensures a prompt and
efficient departure, by settling guests accounts as per billing and reservation
instructions and ensuring that all guests folios are correct.
确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。
Inputs information in to
Fidelio regarding guests, ensuring accuracy and that all details are completed
and that the information can be clearly understood by other team members.
将准确完整的信息录入酒店管理系统，以便大家分享。
Applies Hilton Brand
Standards in each and every action, acting as a role model and example of how
the standards should be carried out in a practical setting.
遵循希尔顿品牌标准。
Has knowledge of the hotels
facilities and services as well as basic knowledge of Hilton International,
MEAP & other properties in China.
掌握希尔顿酒店集团的基本概况。
Is up to date with
information on facilities, attractions, places of interest, sights and
activities in and around hotel..
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
Ensures that the overall
appearance of the Executive lounge is neat and tidy at all times.
确保行政楼层的整洁。
Effectively communicates,
coordinates and cooperates with Housekeeping, F&B, Engineering and .IT
与餐饮部，客房部，工程部，IT等进行有效的沟通。
Reports problems with hotel
systems, hardware or facilities to the appropriate party and follows up to
ensure that corrective action has been taken.
对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
Prepares the Executive
Lounge for F&B service, monitoring service and preparation areas to ensure
cleanliness and presentation standards.
为行政楼层提供餐饮服务，监督管理使行政楼层随时都处于最佳状态。
Ensures that the Executive
Floor Manager is kept aware and up to date of operational issues.
汇报最新的工作进展，确保行政楼层经理对部门营运状况的了解。
Passes on information
effectively, ensuring that all necessary details are communicated to the
intended person and that any pending action is completed and guest satisfaction
confirmed. Attends daily briefings, shift handovers, meetings and reads the log
book on a daily basis.
确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例 会及其他会议。
Ensures that the day-to-day
functions of the Executive Lounge are completed. Including but not limited to
checklist, trace reports, credit limit checks, and online back-up.
确保完成行政楼层每日的任务，其中包括但不仅限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主帐的核对等。
Monitors inventory of the
Executive Lounge’s stock including chargers to ensure that all items provided to guests are returned
and are accounted for.
对所有行政楼层客用物品予以管理，确保状态完好，租借的各种物品得以及时返还，包括充电器等。
Checks Registration cards,
meeting and function information, billing instructions, and reservation backup
to ensure that all information received is actioned accordingly.
核对入住登记表，会议及活动信息，预订备份等。
Ensures that the Executive Lounge stock is
managed and not wasted, maintaining costs were able.
节约成本，确保存货不浪费。
Keeps up to date and aware
of competitor activities in order to be informed.
警惕商业竞争行为，并及时上报。
Adheres to the hotel
selling strategy of Demand Based Pricing and maintains rate integrity by
offering clear, transparent, and value for money rates to guests.
根据酒店价格政策销售酒店产品，确保价格的一致及透明。
Complies with Health &
Safety, Emergency Management, disaster Manual, and Fire procedures and
regulations. Takes part in the fire team when and where directed.
按照健康安全，危机管理部门，灾难处理方法，救火程序执行。必要的时候
加入救火。
Adheres strictly to
standard cash handling procedures, ensuring to balance float and drop the
required amount. Manages cash, credit card, city ledger, voucher and all other
forms of payment correctly.
严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。
Adheres to the company
credit policy at all times when handling cash, credit card transactions, city
ledger, providing currency exchange services, LPO and third party payments for
rooms, meetings, F&B and any other charges that may be incurred by guests.
收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
Provides safety deposit
boxes to guests, ensuring that guests valuables are safe and secure at all
times.
为客人提供保险箱，保证他们的财物安全。
Follows up on outstanding
accounts to ensure no loss of revenue and secures method of payment for
upcoming reservations.
跟进担保预订及付款方式，确保酒店收入。
Maintains the efficiency of
departure by checking all guests folios to ensure accuracy of charges.
确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。
Upsells rooms to higher
room and rate categories, ensuring the maximum revenue generation from each
guest.
促销高价房，确保利润最大化。
Maintains awareness of
sales opportunities within the hotel, maximizing revenue in an ethical and
responsible manner, ensuring the guests receive value for money and adhering to
Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
Attempt to communicate with guest in guest’s
native language, if applicable.
如有可能用客人的母语与其交流。
