Position Summary職位概述
1.?To maintain a high customer service focus by approaching your job with the customers always in mind.
在整個工作過程中，始終保持高度的客戶服務(wù)意識。
2.?To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
持積極的工作態(tài)度，做好本職工作，并且主動解決問題，能夠始終清晰的與客人或同事進(jìn)行交流。
3.?Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
確保所有賬單消費的精準(zhǔn)性，為客人提供高效快捷的結(jié)賬服務(wù)。
4.?If necessary, to help the guest to accept reservations, detailed document the location of the room, be fond of, prices, telephone and special requirements, etc.
如有必要，幫助客人訂房，詳細(xì)記錄房型、喜好的位置、價格、電話以及特殊要求等。
5.??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.
引入新的榮譽客會會員，確保會員應(yīng)得利益，為會員提供優(yōu)質(zhì)專業(yè)的服務(wù)。
6.?Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonors and Frequent Flyer Number enquired about, and method of payment secured.
依照預(yù)訂為客人辦理入住，核對預(yù)訂信息，希爾頓榮譽客會號及航空公司會員號，確保入住登記表的完整性及付款方式安全有效。
7.?Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way.
確保賓客檔案信息及時錄入公安申報系統(tǒng)。
8.?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(fēng)景地等，為顧客提供方便。
9.??Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
確保所有賬單消費的精準(zhǔn)性，為客人提供高效快捷的結(jié)賬服務(wù)。
10.?Ensure the correct operation of the switchboard for fast and efficient transferring of internal and externalcalls.?Greets customers immediately with a friendly and sincere welcome. Responds to inquiries withaccurateinformation regarding hours of outlet operation, directions to local attractions, ormeeting rooms, etc.according to individual needs.
快速高效的轉(zhuǎn)接所有來電，誠摯友好的問候客人。快速精準(zhǔn)的回答和應(yīng)對客人提出的問題及要求，其中包括各消費場所的營運時間方位等。
11.?Greets all guests communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.
交流的時候熱情的語調(diào)和所有賓客問候，讓他們覺得受到酒店的歡迎。
12.?Display professional behavior at all times.
在工作過程中始終體現(xiàn)職業(yè)素質(zhì)。
13.?Report any accidents/incidents to the Supervisor/service Manager.
向上一級主管或經(jīng)理匯報發(fā)生的任何事故。
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 mathematicalcalculations without error .
能運用計算器材準(zhǔn)確無誤的進(jìn)行各種數(shù)據(jù)運算。
2.?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(jìn)行溝通。
3.?Ability to access and accurately input information using a moderately complex computer system .
熟練操作酒店電腦操作系統(tǒng)。
Required Qualifications必要的資歷要求：
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(guān)系，能有效快速的應(yīng)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。
Preferred Qualifications更高的資歷要求：
1?or 2?years of related workingexperience?preferred.
一至兩年相關(guān)工作經(jīng)驗者優(yōu)先。
Diplomatic, creative and flexible.
具有策略性、創(chuàng)造性及靈活性。
