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· 积极地寻找获取客人反馈意见的每一个机会。
· 同意并实施以行动去提高对客服务的质量。
· 向每一位客人介绍希尔顿荣誉客会以及其优惠政策。尽可能的招募更多的客人加入希尔顿荣誉客会。认知会员客人，确保希尔顿荣誉客会会员客人收到个性化、专业的服务以及相应的优惠政策。
· 必要时及时有效的处理客人的投诉，确保客人对解决方法满意（服务补救）。
· 持续关注客人的档案以及详细的喜好，确保客人的档案和喜好出现在每一个预订中。
· 记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。
· 确保各个轮班得以被评估和交接，以及简报会议得以执行实现。
· 根据希尔顿品牌的标准要求，确保所有的客人要求和问题都迅速和有效地响应和处理。
· 了解酒店周边地区的信息，名胜，风景地等，为顾客提供方便。
· 积极主动的面对客人，协助他们接近合理的需求。
· Actively seek verbal feedback from customers.
· Agree on and implement actions to make improvementsto customer service.
· Promote Hilton Honors and its associated benefitsto guests who are not already enrolled in the program, ensuring that existingHilton Honors members receive personal and professional service that recognizesthem as important guests and that their benefits are received.
· Handle complaints promptly and efficiently, takingthe necessary action, and keep the GuestService Supervisor / Guest Service Manager aware.
· Follow-up with all guests to ensure satisfactionwith problem resolution (service recovery).
· Maintain awareness of guests’ profiles and specificpreferences, ensuring that they are acted upon for each reservation.
· Maintain guest histories to assist with returningguests.
· Ensure that the shift is reviewed, handovers andbriefings are carried out.
· Make sure all customers’ requests and queries areresponded to promptly and effectively as prescribed by Hilton brand standards.
· Up to date with information on facilities,attractions, and places of interests, sights and activities in and around the hotel.
· Be pro-active towards customers, assisting themwith any reasonable requests.
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酒店业--国际高端酒店/5星级
100-499人
国有企业
上海前滩华尔道夫酒店是该品牌在上海崭新落地的标志性酒店，位于充满活力的前滩源。由香港郑中设计事务所（CCD）操刀室内设计，KPF担纲建筑设计，坐拥得天独厚的一线滨江景观，204间宽敞客房及套房以52平方米起的空间尺度重新定义都市奢华。97%的客房配备私人阳台，90%的客房可饱览浦江及西岸美景，为宾客提供私密而开阔的都市栖居体验。在这里，宾客既能享受远离尘嚣的静谧时光，又可通过酒店2层连廊便捷抵达前滩友城公园的滨江步道，步行可达东方体育中心的运动场馆，感受都市活力与自然之美的完美融合。在餐饮体验方面，上海前滩华尔道夫酒店秉承1893年纽约华尔道夫酒店的美食创新精神，精心打造多元餐饮体验：品牌标志性的Peacock Alley羿庭延续经典下午茶传统，位于顶层的特色中餐厅福承呈现地道闽南风味，坐拥天际线景观，更有西餐厅以及仅限预约的星宴，为宾客带来味觉与文化的双重享受。此外，酒店还设有24小时健身中心及专业水疗中心，提供Watsu水下指压按摩护理项目，为宾客提供全方位的新颖焕活体验。酒店拥有1,245平方米的会议设施，其中包含一个745平方米的大宴会厅。无论是奢雅的婚礼还是高端商务会议，这里都是举办难忘聚会的理想场所。The Waldorf Astoria Shanghai Qiantan isthe brand's newly unveiled iconic hotel in Shanghai, nestled in the vibrantQiantan area. Featuring interior design by CCD and architectural design by KPF,the hotel boasts a privileged frontline riverside location. Its 204 spaciousguest rooms and suites, starting from 52 square meters, redefine urban luxury.With 97% of rooms offering private balconies and 90% providing breathtakingviews of the Huangpu River and the West Bund, guests are treated to anexclusive and expansive urban retreat. Here, visitors can enjoy serene momentsaway from the hustle and bustle. A short walk to the Oriental Sports Centerallows guests to experience the perfect blend of urban energy and naturalbeauty.In terms of dining, the Waldorf AstoriaShanghai Qiantan upholds the culinary innovation spirit of the original WaldorfAstoria New York from 1893, offering a diverse gastronomic experience: thebrand’s signature Peacock Alley continues the tradition of classic afternoontea, while the top-floor specialty Chinese restaurant, Fu Cheng, showcasesauthentic Fujian cuisine against a stunning skyline backdrop. The hotel alsofeatures a Western restaurant and an exclusive Starlight Room available byreservation, delivering a dual feast of taste and culture. Additionally, thehotel houses a 24-hour fitness center and a Waldorf Astoria Spa, offeringunique treatments like Watsu water massage therapy for a comprehensiverejuvenating experience.With 1,245 square meters of meetingfacilities, including a grand 745-square-meter ballroom, the hotel is an idealvenue for unforgettable gatherings, whether for elegant weddings or high-endcorporate events.
