1. Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Communication Supervisor.
以明確地的態度、正確地對待和處理客人投訴和反饋意見，跟進并向客服中心主管報告，并從中學習。
2. Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
確保所有的客人要求和問題都迅速和有效地響應和處理，同時在每日高峰期的時候給予他人幫助。
3. Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.
及時地接聽、回答國內外客人的詢問，正確地轉接電話并向客人提供所需信息。
4. Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.
有效的管理酒店內電話，傳真，郵件等的交流，讓客人覺得受到該酒店的歡迎。
5. Be up-to-date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
了解城市周邊地區的最新信息，名勝，風景地等，為顧客提供方便。
6. Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.
及時清楚的處理信息，保證客人的隱私。
7. Be proactive towards customers, assisting them with any reasonable requests.
積極主動的面對客人，協助他們接近合理的需求。
8. Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards.
掌握希爾頓品牌標準的詳細內容。遵循希爾頓品牌標準。
