Receptionist/Supervisor 前台接待/前台主管

工作职责：
Job Responsibilities:
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 guets.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,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，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.
沉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.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。
岗位要求：
Position Qualifications:
1.Ability to effectively deal with internal and external customers,some of whom will require high levels of patience,tact and diplomacy to defuse anger,collect accurate information and resolve conflicts.
擅长于处理宾客关系，能有效快速的应对处理各种问题。
2.Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。
3.Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。
4.Ability to read, Listen and communicate effectively in English, both verbally and in writing.
能用英语有效的倾听和进行沟通。
5.Ability to access and accurately input information using a moderately complex computer system.
熟练操作酒店电脑系统。