Position Summary职位概述:
1.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。
2.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。
3.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。
4.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。
5.Promptly answers the telephone and email inquires . 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,及时恰当的应客人要求处理各种邮件、传真及转交物品。
6.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 .
成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。
7.Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up
确保完成行前台每日的任务,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。
Specific Job Knowledge, Skill and Ability 工作技能技巧要求:
1.Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without error .
能运用计算器材准确无误的进行各种数据运算。
2.Ability to read, Listen and communicate effectively in English, both verbally and in writing .
能用英语有效的倾听和进行沟通。
3.Ability to effectively deal with internal and external customers , some of whom will require high levels of patience , tact and diplomacy to defuse anger , collect accurate information and resolve conflicts .
擅长于处理宾客关系,能有效快速的应对处理各种问题。
4.Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。