前台接待员
2千-3千
投递简历
发布于 05-14
前台接待员
2千-3千
西安 | 经验不限 | 学历不限 | 招2人
投递简历
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职位描述

 

Greets and registers guests , providing prompt   and courteous service .Check in / out of guests . Resolves guest challenges   throughout their stay in our hotel . upgrades guests as required . Promotes   hotel services .

热情友好的问候客人,确保提供高效一致的服务。对入住期间的各种需求和问题予以快速解决,销售酒店各项产品确保利润最大化。

 

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 .

根据预订优质快速的为客人办理入住手续,确认相关信息,如:房价,人数等,依客人喜好予以排房。向客人介绍酒店各种宣传促销活动及推销希尔顿荣誉客会给非会员,吸引新会员的加入。指引去房间的方向并解释房卡的使用方法,向客人分发礼物等。

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 .

确保入住期间的各项需求能有效满足,帮助客人办理外币兑换及结帐手续。接收现金,信用卡,旅行支票,公司或第三方付费等付款方式。

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 .

热情友好的问候客人,对客人的合理需求予以积极恰当的回应。准确提供各种信息如:酒店营业场所的营业时间及VIP促销计划等。

4.           Receives   special requests from guests , and responds appropriately or forwards   requests to appropriate team members for decisions and actions.

对自己权限范围内不能予以解决的问题和需求,及时反馈给相应部门和人员予以解决。

5.           Promptly   answers the telephone and email inquires . inputs messages into the computer   and advises other team members of special guest needs . retrieves messages   and communicates the content to the guest . Retrieves mail , packages and   facsimiles or other special items for customers as requested .

礼貌的接听所有来电,及时恰当的应客人要求处理各种邮件、传真及转交物品。

6.           Fields   guest complaints , conducting thorough research to develop the most effective   solutions and negotiate results . Listens and extends assistance in order to   resolve problems such as price conflicts , insufficient heating or air   conditioning , etc . Remains calm and alert especially during emergency   situations and heavy hotel activity . Plans and implements detailed steps by   using experienced judgment and discretion .

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。

7.           Takes   an active role in the team by being kind, cooperative, helpful and never   forgetting the person behind the guest.

积极的工作,友好的为客人提供服务。

8.           Actively   takes part in training where and when required, attending formal training   sessions and on the job training to ensure standards and develop skills and   abilities.

积极参加所需的各种培训,提高工作能力。

9.           Contributes   to the hotel and team by sharing new ideas and suggestions for improvements,   being innovative and creative to provide 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。

10.       Takes   an active role in the front desk team, ensuring effective communication and   working as a team in order to reach goals and targets.

在前台的团队中起到积极作用,有效的沟通,确保达到目标。

11.       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。

12.       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。

13.       Handles   complaints promptly and efficiently, taking the necessary action, and   informing the Guest Service Manager for follow up, where appropriate. Follows   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。

14.       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。

15.       Ensures   that VIP guests are treated personally and recognized as an individual.

确保VIP客人个性化服务待遇。

16.       Liaises   with Sales, Reservations and the Business Development team to handle   corporate guests.

协销售,预定和业务发展团队为公司客人提供服务。

17.       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。

18.       Ensures   a prompt and efficient departure, by settling guests 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。

19.       Inputs   information in to Fidelio regarding guests, ensuring accuracy and that all   details are completed and that the information can 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。

20.       Applies   Hilton Brand Standards in each and every action, acting as a role model and   example of how the standards should be carried out in a practical setting.

遵循希尔顿品牌标准。

21.       Has   knowledge of the hotels facilities and services as well as basic knowledge of   Hilton International, MEAP & other properties in China.

掌握希尔顿酒店集团的基本概况。

22.       Is   up to date with information on facilities, attractions, places of interest,   sights and activities in and around hotel.

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。

23.       Effectively   communicates, coordinates and cooperates with Housekeeping, F&B,   Engineering and  IT.

与餐饮部,客房部,工程部,IT等进行有效的沟通合作。

24.       Reports   problems with hotel systems, hardware or facilities to the appropriate party   and follows up to ensure that corrective action 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。

25.       Ensures   that the Guest Service Manager is kept aware and up to date of operational   issues.

汇报最新的工作进展,确保宾客服务经理对部门营运状况的了解。

26.       Passes   on information effectively, ensuring that all necessary details are   communicated to the intended person and that any pending action is completed   and guest satisfaction confirmed. Attends daily briefings, shift handovers,   meetings and reads the log book on a daily basis.

确保信息的有效传递,尚未完成的事情逐一移交至有关人员,让宾客满意。参加日常例会及其他会议。

27.       Ensures   that the day-to-day functions of the front desk are completed. Including but   not limited to checklist, trace reports, credit limit checks, and online   back-up.

确保完成行前台每日的任务,其中包括但不仅限于工作的监督,房间分配,报告,信用         额度核对,电脑数据备份及主帐的核对等。

28.       Checks   Registration cards, meeting and function information, billing instructions,   and reservation backup to ensure that all information received is acted   accordingly.

核对入住登记表,会议及活动信息,预订备份等。

29.       Ensures   that front desk stock is managed and not wasted, maintaining costs where   able.

节约成本,确保存货不浪费。

30.       Keeps   up to date and aware of competitor activities in order to be informed.

警惕商业竞争行为,并及时上报。

31.       Adheres   to the hotel selling strategy of Demand Based Pricing and maintains rate   integrity by offering clear, transparent, and value for money rates to   guests.

根据价格要求向客人提供相应的物品。

32.       Complies   with Health & Safety, Emergency Management, disaster Manual, and Fire   procedures and regulations. Takes part in the fire team when and where   directed.

按照健康安全, 危机管理部门,灾难处理方法,救火程序执行。必要的时候加入 救火。

33.       Adheres   strictly to standard cash handling procedures, ensuring to balance float and   drop the required amount. Manages cash, credit card, city ledger, voucher and   all 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。

34.       Adheres   to the company credit policy at all times when handling cash, credit card   transactions, city ledger, providing currency exchange services, LPO and   third party payments for rooms, meetings, F&B and 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。

35.       Provides   safety deposit boxes to guests, ensuring that guests valuables are safe and   secure at all times.

为客人提供保险箱,保证他们的财物安全。

36.       Follows   up on outstanding accounts to ensure no loss of revenue and secures method of   payment for upcoming reservations.

跟进担保预订及付款方式,确保酒店收入。

37.       Maintains   the efficiency of departure by checking all guests folios to ensure accuracy   of charges.

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。

38.       Upsells   rooms to higher room and rate categories, ensuring the maximum revenue   generation from each guest.

从促销客房转至高级客房,确保在每个客人身上获得最大利润。

39.       Maintains   awareness of sales opportunities within the hotel, maximizing revenue in an   ethical and responsible manner, ensuring the 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。

40.       The   management reserves the right to change / extend this job description if   necessary at any point of time during her / his employment.

如有必要 ,该部门有权更改或补充该职位描述。

41.       Attempt   to communicate with guest in guest’s native language, if applicable.

如有可能用客人的母语与其交流。

42.     Carries out any other reasonable duties and   responsibilities as assigned.

完成任何其他合理的职责和被指派的职责。

 

Organizational Relationships组织关系:

Positions directly reporting to this position (titles): 

直接向这个职位汇报的:

 

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现居地:西安
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公司地址
陕西省西安市新城区东新街199号
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  • 酒店业--国际高端酒店/5星级
    行业
  • 100-499人
    规模
  • 中外合营(合资.合作)
    企业性质
全球酒店巨头“希尔顿”强势进驻西安!西安富力希尔顿酒店位于中国陕西省省会, 距离西安市地标性古迹建筑钟楼仅仅几分钟车程。?西安富力希尔顿酒店拥有312间豪华宽敞的客房,其中有19个套房以及行政客房。所有客房均设有高端设施,以及独特的设计 – 现代设计与唐朝艺术的结合体。??4间餐厅以及酒吧,其中全日餐厅有118个座位,提供各式各样热门的西式和中式餐点。中餐厅拥有8间豪华包房,提供当地及粤式的佳肴。另一间高级中餐厅拥有五间包房,提供广受赞誉的美食。大堂吧能够提供休闲和舒服的氛围,在这里客人可以享受不同种类的茶点,精心制作的鸡尾酒以及红酒。?整个酒店的二楼都是宴会以及会议的场所并附带有相关设施,1200平方米的豪华大宴会厅和另外六间不同到小的会议室,面积从75平方米到210平方米不等。我们着力打造由酒店精英组成的杰出团队,诚邀您的加入!????
陕西省西安市新城区东新街199号
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