工作職責：
Job Responsibilities:
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 guets.Ensures guests knows location of room,containing room keys,tokens of our appreciation,gifts,etc,to guest.
根據預訂優質快速的為客人辦理入住手續，確認相關信息，如:房價，人數等，依客人喜好予以排房。向客人介紹酒店各種宣傳促銷活動及推銷希爾頓榮譽客會給非會員，吸引新會員的加入。指引去房間的方向并解釋房卡的使用方法，向客人分發禮物等。
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,and other forms of payment , converts foreign currency at current posted rates.
確保入住期間的各項需求能有效滿足，幫助客人辦理外幣兌換及結帳手續。接收現金，信用卡，公司或第三方付費等付款方式。
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.
熱情友好的問候客人，對客人的合理需求予以積極恰當的回應。準確提供各種信息如：酒店營業場所的營業時間及VIP促銷計劃等。
4.Receives special requests from guests,and responds appropriately or forwards requests to appropriate team members for decisions and actions.
對自己權限范圍內不能予以解決的問題和需求，及時反饋給相應部門和人員予以解決。
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.
禮貌的接聽所有來電，及時恰當的應客人要求處理各種郵件、傳真及轉交物品。
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.
沉著冷靜的應對和處理各類客人投訴，如：客人對價格不滿，空調或供暖系統的不足等。
7.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。
8.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。
9.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，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。
10.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。
崗位要求：
Position Qualifications:
1.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.
擅長于處理賓客關系，能有效快速的應對處理各種問題。
2.Interpersonal skills to provide overall guest satisfaction.
以較強的人際交往能力提高客人滿意度。
3.Ability to work under pressure and deal with stressful situations during busy periods.
能在強壓下勝任工作。
4.Ability to read, Listen and communicate effectively in English, both verbally and in writing.
能用英語有效的傾聽和進行溝通。
5.Ability to access and accurately input information using a moderately complex computer system.
熟練操作酒店電腦系統。
