【职位描述】
1.Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired about, and method of payment secured.
依照预订为客人办理入住,核对预订信息,希尔顿荣誉客会号及航空公司会员号,确保入住登记表的完整性及付款方式安全有效。
2.Ensuring that guests are escorted to their room that the hotel facilities and room features are explained, and that luggage 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。
3.Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager for follow up, where appropriate. Follow up with all guests to ensure satisfaction with problem resolution.
采取必要行动,及时有效的处理顾客的不满,适当的时候告知宾客服务经理。回访客人,确保客人对解决方法满意。
4.Maintains awareness of guest’s profile and specific preferences, 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。
6.Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
作为VIP客人最先联系到的部门,要确保他们的个性化服务。
7.Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.
按照客人的预定或喜好安排房间,并做详细目录管理。
8.Prints Welcome letters and for 1st time stay HHonours guests, arranges welcome cards and ensure that they are placed in guest rooms or handed over at the time of arrival.
打印希尔顿荣誉客会欢迎信或者欢迎卡,并确保及时置于会员入住的房间。
9.Coordinates with Room Service to arrange in-room amenity set-ups according to VIP level and for special occasions – ie. Birthday and Honeymoon.
为VIP客人或特殊场合安排活动,例如:过生日和度蜜月的宾客。
10.Liaises with Sales, Reservations and the Business Development team to handle corporate guests.
协助销售、预定和商业发展团队共同为客人提供服务。
11.Provides extra services for VIP guests including offering refreshments, cold towels and other courtesies upon arrival.
为VIP宾客提供额外的服务,包括点心、饮料、毛巾等。
12.Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as 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。
13.Ensures a prompt and efficient departure, by settling guest accounts as per billing and reservation instructions and ensuring that all guests folios are correct.
确保所有帐单消费的精准性,为客人提供高效快捷的结帐服务。
【任职要求】
1. University and above.
大学及以上学历。
2. Minimum 1 years of extensive front office experience.
至少一年相关前厅部管理经验。