·Be the Brand ambassador of the hotel, providing a positive “first impression” while guests walk-in to the hotel.

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。

·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.

在大堂和大堂吧迎接所有客人，回答他们的疑问，提出建议，陪同他们到前台，餐饮店和行政酒廊。

·Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.

预测客人的需求，并以乐于助人和细心的方式处理客人的询问。

·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.

最大限度地从客人那里获得关于酒店各方面的反馈，维护酒店客人反馈流程的主要职责，并实现客人满意度调查的目标。

·Welcome all guests in a polite and friendly manner.

以友好礼貌的态度欢迎所有的客人。

·Be helpful, empathetic and polite to all guests.

对客人友好， 富有同情心和礼貌。

·Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service.

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。

·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.

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。

·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.

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。

· Ensure that all guest comments are passed on to the centralized guest response area and are updated in all necessary guest history databases.

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。

·Knowledgeable on all facts on hotel products, including room types, room rates, relative features and facilities, food and beverage outlets and the Club Lounge.

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。

·Develop a close and harmonious working relationship with all the other departments in the hotel.

和酒店的其他部门保持紧密和谐的工作关系。

·Have complete knowledge of Hilton hotels SOPs and local policies.

对希尔顿酒店的操作标准和本地政策完整地了解。

·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.

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。

· Develop knowledge about frequent guests, their special requests and needs.

对酒店的常客了解，知道他们的特别要求和需要。

·Be familiar with cultural differences in order to meet all different customer needs.

熟悉文化差异以便满足不同客人的需求。

·Complete all shift duties as outlined on the shift checklist prior to the end of your shift.

在结束班次之前填写所有的当值表。

·Ensure completion of all tasks for the shift and handover to the next shift without missing out on any guest related requests.

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

·Ensure that all logbooks, handovers and checklists are well maintained.

提供备选方案以满足客人对产品和福利的需求。

·Actively seek for customer feedback, handling their requests and complaints.

主动需求客人反馈，处理他们的要求和投诉。

·Suggest alternatives to meet customer needs in terms of product features and benefits.

建议替代方案，以满足客户在产品功能和效益方面的需求。

·Offer information and services where appropriate.

提供合理的信息和服务。

·Inspect VIP guest rooms prior to guests’ arrival.

当贵宾到达之前事先检查其房间

·Lead by example on aspects of courtesy, helpfulness and grooming / overall presentation.

在礼貌，帮助性和整体个人仪表方面以身作则。

·Maintain company sanitation standards in the department.

保持公司部门的卫生消毒标准

·Maintain guest satisfaction and ensure repeat business through personalised and efficient service, ensuring that all customers leave satisfied.

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。

·Conduct site inspections as and when required by the Management.

当有必要时进行现场检查。

·Thank customers and invite our guests to return.

感谢客人并邀请他们再次光顾。

·Carry out requests as directed by the Management.

完成管理层的要求。

·Maintain good communication with other hotel departments to assist with guests' needs.

需和酒店其他部门有着良好的沟通，来帮助客人的所需。