Greets customers immediately with a friendlyand sincere welcome. Responds to inquires with accurate information regardinghours of outlet operation, directions to local attractions, or meeting rooms,car rentals and airline shuttle service, etc, according to individual needs.
诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间，景区景点指南，租车服务及机场接送服务等。
Answers telephone calls and inputs messagesinto the computer. Retrieves messages and communicates contents to the guest.Retrieves mail, small packages, and facsimiles for customers as requested.
负责接听礼宾部电话，处理客人留言，包裹，邮件及传真。
Arranges and confirms recreation, businessand dining activities both inside and outside the hotel. Promptly responds torequests for dentists, doctors, child care, florists, etc.
代客预订店内及店外的餐厅和娱乐场所。为医疗保健，托婴，送花等服务提供协助。
Hires, trains, supervises, disciplinesconcierge staff. Schedules staff in accordance with hotel manages departmentbudget, including approval of payroll.
依照酒店人员录用及相关条例应聘，培训，监督，管理礼宾部员工。
Creates activities and provides informationand support to ensure total guest satisfaction for group clientele. Works withthe sales department and attends pre –con meetings.
协助酒店销售部门处理好会议及团队客户的各项需求，提高客户满意度。
Responds to guest complaints, conductsresearch to develop such as price conflicts, insufficient heating or airconditioning, etc. Remains calm and alert especially during emergencysituations and heavy hotel activity.
成着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。
In addition to performance of the essential functions, this position maybe required to perform a combination of the following supportive functions,with the percentage of time performing each function to be solely determined bymanagement based upon the particular requirements of the company.
除上述基本职责之外，另有以下职责需要执行
Leads and motivates team members by leading byexample and employing competent and consistent management practices.
通过训练及一致的管理，领导和激励团队员工.
Actively takes part in training the team,facilitating formal training sessions and on the job training to ensure thatall team members are of the same standard. Also attends training where and whenrequired
积极地参加职业培训,让员工保持水平一致。
Acts as a coach and mentor to team members,reinforcing standards and expectations and motivating team members to strivefor established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
Maintains discipline amongst team members, ensuringconsistency in accordance with the team member handbook, UAE Labour Law and HRguidelines. Distributes appropriate discipline when and where required.
确保员工手册，相关劳动法，HR指南的一致性，必要的时候提供培训。
Conducts PDR’s, 1:1 meetings throughout the year,ensuring that the feedback given to team members is fair, unbiased and providesa platform for continued improvement, according to the Hilton standards.
根据希尔顿PDR标准，进行1：1的面谈，确保对每个员工的公平，为员工提供继续发展的平台。
Is involved with succession planning anddevelopment of high potential team members to ensure that all team members aretrained to progress to the next level of their career.
培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。
Contributes to the hotel and team by sharing newideas and suggestions for improvements, being innovative and creative toprovide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
Responsible for the smooth induction andfacilitation of training for new team members, ensuring that they are trainedto the minimum level standard and that they can competently complete their joband that they know what is expected of them.
简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。
Takes an active role in the front desk andconcierge team, ensuring effective communication and working as a team in orderto reach goals and targets.
积极主动的加强前台与礼宾部的有效沟通，确保达到目标提供高质量的服务。
Creating a warm and welcoming arrival for guests,ensuring that they feel expected and immediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
Ensures that the concierge team escorts guests totheir room that the hotel facilities and room features are explained, and thatluggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时送达。
Handles complaints promptly and efficiently, takingthe necessary action, and informing the Duty Manager or Guest Relations Managerfor follow up, where appropriate. Follows up with all guests to ensuresatisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
Maintains awareness of guest’s profile and specificpreferences, ensuring that they are acted upon for each reservation.
维护顾客档案和信息，确保预订的有效性和准确性。
Ensures that VIP guests are treated personally andrecognized as an individual.
亲自迎接VIP客户。
Promotes HHonors and its associated benefits toguests who are not already enrolled in the program. Ensures that existingHHonors members receive personal and professional service that recognizes themas important guests and that their benefits are received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
Ensures that the concierge teams facilitate aprompt departure for all guests by ensuring that their luggage is brought fromtheir rooms promptly when requested, or offered assistance when in the lobby.Also to ensure that all guests are offered to make arrangements fortransportation and that they are invited back and farewell.
如有需要，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。
Manages the storage and organization of guests’luggage in a safe and secure, organized and systemized way.
有条理的安放和储存客人的行李并确保安全。
Ensures that the concierge team maintains the lobbyappearance is neat and tidy, and that public areas are called when necessary.Responsible for ensuring that hotel material and information is stocked andavailable for guests.
确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。
Has knowledge of the hotels facilities and servicesas well as basic knowledge of Hilton International, MEAP & other propertiesin China.
掌握希尔顿酒店集团的基本概况。
Is up to date with information and has detailedknowledge of facilities, attractions, and places of interest, sights andactivities in and around hotel. Imparts this knowledge to other team members.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。将这些知识与团队成员分享。
Monitors the sale of postage stamps, telephonecards and other items and maintains a cash float.
对出售的邮票，电话卡和其他以现金兑换的物品进行管理。
Ensures that the concierge team correctly carriesout ticket reconfirmation, safari bookings and makes guest reservations whenrequired.
确保根据不同需求为宾客提供票务信息确认，预定等服务。
Ensures that the concierge team correctly handlesand delivers messages, receives and distributes packages, and the daily postand correspondence of both guests and the hotel
确保礼宾部准确的信息传递，保证酒店和宾客每日包裹邮件的正常收发。
Responsible for managing guest airporttransportation, ensuring pick-ups and drop-offs are completed on time and themost effective use of the drivers’ time is made.
为客户提供机场接送服务并最大效率的安排司机的工作时间。
Inputs information in to Fidelio regarding guests,ensuring accuracy and that all details are completed and that the informationcan be clearly understood by other team members.
将准确完整的信息录入酒店管理系统，以便大家分享。
Applies Hilton Brand Standards in each and everyaction, acting as a role model and example of how the standards should becarried out in a practical setting.
遵循希尔顿品牌标准并贯彻实施。
Effectively communicates, coordinates and cooperateswith Housekeeping, F&B, Engineering and .IT
与餐饮部，客房部，工程部，IT等进行有效的沟通及合作。
Reports problems with hotel systems, hardware orfacilities to the appropriate party and follows up to ensure that correctiveaction has been taken.
对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
Ensures that the Front Desk Manager is kept awareand up to date of operational issues.
确保前台经理知道要完成的任务。
Passes on information effectively, ensuring thatall necessary details are communicated to the intended person and that anypending action is completed and guest satisfaction confirmed. Attends dailybriefings, shift handovers, meetings and reads the log book on a daily basis.
确保信息的有效传达，及时解决问题提高满意度，参加例会及日常会议等。
Manages and maintains the Concierge Desk stock andthat it is not wasted, maintaining costs were able.
对礼宾部日常用品予以管理控制，节约成本。
Keeps up to date and aware of competitor activitiesin order to be informed.
警惕商业竞争行为，并及时上报。
Complies with Health & Safety, EmergencyManagement, disaster Manual, and Fire procedures and regulations. Takes part inthe fire team when and where directed.
遵照执行健康安全，危机管理，灾难救助，火灾预警程序。必要的时候加入救火。
Adheresstrictly to standard cash handling procedures, ensuring to balance float anddrop the required amount. Manages cash, credit card, city ledger, voucher andall other forms of payment correctly.
严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。
Adheres to the company credit policy at all timeswhen handling cash, credit card transactions, city ledger, providing currencyexchange services, LPO and third party payments for rooms, meetings, F&Band any other charges that may be incurred by guests.
收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
Maintains awareness of sales opportunities withinthe hotel, maximizing revenue in an ethical and responsible manner, ensuringthe guests receive value for money and adhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
Assimilate into The Hilton Family PRIDE/CAREculture through understanding, supporting and participating in all elements ofPRIDE/CARE. Demonstrate working knowledge of the service standards.
通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。
