Principle Responsibilities & Position Purpose:职责目标： To act as ambassador of the hotel by providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction.作为酒店的形象大使随时随地的为客人提供各种信息，提供周到细致的服务确保客人满意。Essential Responsibilities:基本职责：Greets customers immediately with a friendly and sincere welcome .Responds to inquire with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs.诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间，景区景点指南，租车服务及机场接送服务等。Answers telephone calls and inputs messages into the computer. Retrieves messages and communicates contents to the guest. Retrieves mail, small packages, and facsimiles for customers as requested.负责接听礼宾部电话，处理客人留言，包裹，邮件及传真Arranges and confirms recreation, business and dining activities both inside and outside the hotel. Promptly responds to requests for dentists , doctors ,child care , florists, etc代客预订店内及店外的餐厅和娱乐场所。为医疗保健，托婴，送花等服务提供协助。Responds to guest complaints, conducts research to develop the most effective solutions and negotiates results. Listens and assists in resolving problems such as price conflicts, insufficient heating or air conditioning, etc.Remains calm and alert especially during emergency situations and heavy hotel activity.处理客人投诉，如客人对价格不满，空调或供暖系统的不足等，遇突发事件时能成着冷静应对。Distributes printed materials such as brochures of local attractions or other Hiltons分发酒店及希尔顿集团宣传资料。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的同时招呼示意下一位客人。Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required积极地参加职业培训,让员工保持水平一致。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 front desk and concierge team, ensuring effective communication and working as a team in order to reach goals and targets.在前台和礼宾部的团队中起到积极做用，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。Ensures that the concierge team escorts guests 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。Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors 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Ensures that the concierge team facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered assistance when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewell.如有需要，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。Responsible for ensuring that the lobby appearance is neat and tidy, and that public areas are called when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests.确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。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 and has detailed knowledge of facilities, attractions, and places of interest, sights and activities in and around Hotel. Imparts this knowledge to other team members.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。将这些知识与团队成员分享。 Monitors the sale of postage stamps, telephone cards and other items and maintains a cash float.对出售的邮票，电话卡和其他物品，现金兑换等进行管理。Ensures that the concierge team correctly carries out ticket reconfirmation, safari bookings and makes guest reservations when required.确保根据不同需求为宾客提供票务信息确认，预定等服务。Ensures that the concierge team correctly handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel确保礼宾部准确的传递信息，保证酒店和宾客每日包裹邮件的收发。Responsible for managing guest airport transportation, ensuring pick-ups and drop-offs are completed on time and the most effective use of the drivers’ time is made.为客户提供机场接送服务并最大效率的安排司机的工作时间。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。Manages and maintains the Concierge Desk stock and that it is not wasted, maintaining costs where able.对礼宾部日常用品予以管理控制，节约成本。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。Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.遵照执行健康安全，危机管理，灾难救助，火灾预警程序。必要的时候加入救火。Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.如有必要 ，该部门有权更改或补充该职位描述。Carries out any other reasonable duties and responsibilities as assigned.完成任何其他合理的职责和被指派的职责。
