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 .
根據預訂優質快速的為客人辦理入住手續,確認相關資訊,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Hilton榮譽客會給非會員,吸引新會員的加入。指引去房間的方向並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, traveler’s checks , 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,旅行支票,公司或協力廠商付費等付款方式。
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。準確提供各種資訊如:酒店營業場所的營業時間及VIP促銷計畫等。
4. Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.
對自己許可權範圍內不能予以解決的問題和需求,及時回饋給相應部門和人員予以解決。
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 .
根據預訂優質快速的為客人辦理入住手續,確認相關資訊,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Hilton榮譽客會給非會員,吸引新會員的加入。指引去房間的方向並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, traveler’s checks , 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,旅行支票,公司或協力廠商付費等付款方式。
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。準確提供各種資訊如:酒店營業場所的營業時間及VIP促銷計畫等。
4. Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.
對自己許可權範圍內不能予以解決的問題和需求,及時回饋給相應部門和人員予以解決。
• Reports directly to and communicates with the Front Office Manager on all
pertinent matters affecting guest service and hotel operations.
直接向客務部經理彙報並就所有與賓客服務及酒店運作相關的問題進行溝通。
• Reacts to situations to ensure guests receive prompt attention and personal
recognition throughout the hotel
對各種狀況做出反應,以確保來賓被及時的禮貌接待並得到充分的注意和重視。
• Responds to guest needs and resolves related problems
就客人的需求做出反應並解決相關問題。
• Ensures VIPs and priority club guests receive special attention
保證貴賓和會員受到特別關照。
• Guest Relations in greeting, rooming, and sending off VIP guests.
迎接貴賓,為其安排房間並在其離店時送行。
• Checks billing instructions and monitors guest credit
檢查結帳說明並監督客人信用情況。
• Fully conversant with all hotel emergency procedures.
熟知酒店緊急情況所有處理流程。
• Handle guest complaints and refer them as necessary, follows up on corrective
action.
處理客人投訴,如有必要則將其交辦相關部門,並進行追蹤後續。