Escorts arriving and departing guests in a friendly , courteous manner to and from their accommodations,? transporting their luggage . Acquaints each guest with room and features. To facilitate a memorable guest experience from arrival, during the stay, and to adhere to Hilton Brand Standards.
???????? 熱情友好的幫助客人提攜行李，引領客人到房間并提供所需服務。貫穿希爾頓品牌服務理念于服務當中給客人留下難忘而又愉悅的回憶。
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1.????? Retrieves guests items from cars , busses , vans and carts lifts ,carries and loads luggage and packages onto a bell cat to transport items throughout hotel to designated room navigates bell cart through public areas , guest room corridors and to elevators .
幫助客人尋找丟失在出租車上的物品。 通過專用行李車裝卸通道為客人裝卸行李。
2.????? Escorts customers to accommodations, visually inspects room and telephone and deficiencies such as towels to housekeeping immediately. Points out room features and directory for reference.
引領客人到房間，介紹酒店及房間的設施設備。快速巡視房間是否存在問題，及時通知相關部門予以解決。
3.????? Listens and responds to guest inquires using a positive , clear speaking voice . answers questions and offers assistance giving accurate information regarding outlet hours , other hotel service , directions to local attractions or function rooms , car rentals , air line shuttle service , etc.
對于客人的需求予以積極快速的回應，提供準確信息，提供租車、旅游向導等服務。
4.????? Organizes and store luggage as necessary in a designate area .
將客人行李有序的寄存于指定地點。
5.????? Greets customers immediately with a friendly and sincere welcome . Remain calm and attentive , especially during heavy hotel activity and emergencies .
熱情友好的問候客人。能成著冷靜的應對各種突發(fā)情況。
6.????? Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
積極的工作，友好的為客人提供服務的同時招呼示意下一位客人。
7.????? 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.
積極參加所需的各種培訓，提高工作能力。
8.????? 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，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個團隊提供高品質服務。
9.????? 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.
在前臺和禮賓部的團隊中起到積極做用，有效的溝通，確保達到目標。
10.??? Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
為顧客提供熱情周到的服務，有賓至如歸感。
11.??? Ensures that all guests are greeted at the door.
第一時間問候客人。
12.??? Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Service Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
采取必要行動，及時有效的處理顧客的不滿，適當?shù)臅r候告知值班經(jīng)理或賓客關系經(jīng)理。回訪客人，確保客人對解決方法滿意。
13.??? Ensures that VIP guests are treated personally and recognized as an individual.
確保VIP客人的待遇。
14.??? Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
引入新的榮譽客會會員，確保會員應得利益，為會員提供優(yōu)質專業(yè)的服務。。
15.??? Ensures 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，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。
16.??? Handles and stores guests’ luggage in a safe and secure, organized and systemized way.
有條理的安放和儲存客人的行李并確保安全。
17.??? 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.
確保大廳的整潔衛(wèi)生，及常用客用資料和物品等的補充更新。
18.??? Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
掌握希爾頓酒店的基本概況。
19.??? Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
了解酒店周邊地區(qū)的最新信息，名勝，風景地等，為顧客提供方便。
20.??? Handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel
確保禮賓部準確的信息傳遞，保證酒店和賓客每日包裹郵件的正常收發(fā)。
21.??? Applies DoubleTree 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.
遵循希爾頓逸林品牌標準。
22.??? Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
對酒店設施設備的非正常運轉予以及時報告，并跟進直至問題解決。
23.??? Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT
與餐飲部，客房部，工程部，IT等進行有效的溝通及合作。
24.??? 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.
確保信息有效的傳達到人，及時解決問題讓客人滿意，參加每日必須的會議等。
25.??? 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，危機管理部門，災難處理方法，救火程序執(zhí)行。必要的時候加入救火。
26.??? 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.
在收取現(xiàn)金，信用卡，代金券，公司或第三方付費等服務時嚴格遵守酒店規(guī)定。
27.??? 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.
抓住商機，用合理的方式提高酒店收入，確保客人物有所值。
28.??? To undertake any other reasonable task or request as directed by the management.
接受部門其他合理的任務或要求的安排。
29.??? Delivers morning newspapers ,Zipout checkout packets , mail , packages faxes etc . to specific guest room .
負責將報紙,結帳單，包裹，郵件等送至客人房間。
30.??? Cleans and polishes carts and other equipment used in the department .
負責行李車的日常清潔和保養(yǎng)。
31.??? Answers the bell desk phone and provides information as needed .
接聽禮賓臺電話，應客人的不同需求提供服務。
32.??? Reads and matches luggage tags , writes claim tickets and detaches portion to give to desk.
行李牌的登記及行李的分發(fā)。
33.??? 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.
通過學習希爾頓關愛，把希爾頓關愛理念運用到服務中去。
34.??? 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，該部門有權更改或補充該職位描述
35.??? Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的職責和被指派的職責。
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