职位描述：
成为酒店的品牌大使， 当客人走进酒店时给他们留下良好的第一印象。在酒店的大堂里协助客人，迎接客人，解决他们的要求，提供建议，带领他们到前台，餐厅和行政酒廊。
以主动帮助的态度， 预见客人要求，处理客人需求。
从酒店各个部门尽可能的得到客人反馈，负责客人反馈程序的建立以及达成客人满意度调查的目标设定。
以友好礼貌的态度欢迎所有的客人。
对客人友好， 富有同情心和礼貌。
通过友好有效的服务使客人愉悦并通过个性化高效率的服务赢得回头客。
深入了解希尔顿荣誉客会奖励计划。 确保所有的员工都得到相关培训。
确保每一位希尔顿荣誉客会的客人在前台入住时被识别，所有的员工得到相关培训。
负责将客人的意见集中到对客服务相关部门并及时更新客人历史纪录。
对酒店了解，包括房型，房价，相关特征和设施，餐饮部门和行政酒廊。
和酒店的其他部门保持紧密和谐的工作关系。
对希尔顿酒店的操作标准和本地政策完整地了解。
准时上班，着制服，佩戴名牌。 个人仪表符合酒店要求。以身作则。
对酒店的常客了解，知道他们的特别要求和需要。
熟悉文化差异以便满足不同客人的需求。
在结束班次之前填写所有的当值表。
确保完成当值所有事务，对下一个班次交接时保证不遗漏任何和客人有关的信息。 确保所有的工作簿，交接班表良好保存。
主动需求客人反馈，处理他们的要求和投诉。
提供备选方案以满足客人对产品和福利的需求。
体供合理的信息和服务。
当贵宾到达之前事先检查其房间。
在礼貌，帮助性和整体个人仪表方面以身作则。
保持公司部门的卫生消毒标准。
保持客人满意度及通过个性化有效的服务来确保回头客。确保所有的客人都满意离店。
当有必要时进行现场检查。
感谢客人并邀请他们再次光顾。
完成管理层的要求。
需和酒店其他部门有着良好的沟通，来帮助客人的所需。
岗位要求：
有酒店客户服务至少2-3年经验。
大学学历/酒店管理学院毕业证书。公共关系专业优先。
外表整洁,身体健康。
较强的沟通技巧。
性格温和，诚实，有幽默感，正确的态度，身体健康。
普通话和英语读写流利。
对其他外语有基本了解优先。
Position Summary:
Be the Brand ambassador of the hotel, providing a
positive “first impression” while guests walk-in to the hotel.
Greet all guests in the lobby and lobby lounge, answer
their queries, give suggestions, escort them to the Front Desk, food and beverage
outlets, and the Club Lounge.
Anticipate
guest needs and handle guest inquiries in a helpful and attentive manner.
Get
maximum feedback from guests on all areas of the hotel, maintaining key responsibilities for the Guest
Response process set-up in the hotel
and in achieving the targets set for the Guest Satisfaction
Survey.
Welcome
all guests in a polite and friendly manner.
Be
helpful, empathetic and polite to all guests.
Delight
guests through friendly and proficient service, ensuring repeat business
through personalized, efficient service.
In-depth
understanding of each level of the Hilton Honors
reward program,
ensuring that all associates are updated regularly on the benefits for each
program.
Ensure
that every guest who is a Hilton Honors member is enrolled in the Hilton Honors reward program when they check-in and that all
associates are to be trained on this and practice this meticulously.
Ensure
that all guest comments are passed on to the centralized guest response area and
are updated in all necessary guest history databases.
Knowledgeable
on all facts on hotel products, including room types, room rates, relative
features and facilities, food and beverage outlets and the Club Lounge.
Develop
a close and harmonious working relationship with all the other departments in
the hotel.
Have complete
knowledge of Hilton hotels SOPs and local policies.
Report
to work on time with proper uniform, including your nametag, complying with the
standards of the hotel on personal appearance and setting an example to be
followed.
Develop
knowledge about frequent guests, their special requests and needs.
Be
familiar with cultural differences in order to meet all different customer needs.
Complete
all shift duties as outlined on the shift checklist prior to the end of your shift.
Ensure
completion of all tasks for the shift and handover to the next shift without
missing out on any guest related requests.
Ensure
that all logbooks, handovers and checklists are well maintained.
Actively
seek for customer feedback, handling their requests and complaints.
Suggest
alternatives to meet customer needs in terms of product features and benefits.
Offer
information and services where appropriate.
Inspect
VIP guest rooms prior to guests’ arrival.
Lead by
example on aspects of courtesy, helpfulness and grooming / overall
presentation.
Maintain
company sanitation standards in the department.
Maintain
guest satisfaction and ensure repeat business through personalised and
efficient service, ensuring that all customers leave satisfied.
Conduct
site inspections as and when required by the Management.
Thank
customers and invite our guests to return.
Carry
out requests as directed by the Management.
Maintain good communication with other hotel
departments to assist with guests' needs.
Job requirements:
Minimum
of 2 years as a Guest Relation / Customer Care Executive in the hospitality
Industry.
University
graduate / hotel management / hotel school diploma (diploma in Public Relation
advantageous).
Neat in
appearance and in good health.
Good
communication skills.
Pleasing, charming,
honest, possess a sense of humor, have the right attitude and is physically
fit.
Have
a good command over verbal and written Mandarin and English language.
A
basic knowledge on any additional foreign languages will be advantageous.
