Welcome Experience Agent 迎宾体验专员

1.Processall VIP guest check-ins, check-outs, room assignments, and room change/latecheck-out requests. Secure payment; activate/reissue room keys. Ensure ratesmatch market codes, document exceptions. Verify/adjust billing for guests.Communicate to appropriate staff when guests are waiting for an available room.Advise guest of messages. Clear departures in computer system. Coordinate withHousekeeping to track room status and guest concerns. File guest paperwork ordocumentation.
为VIP客人办理入住和退房和调账等手续，与相关部门沟通协作以尽快为等房的客人准备好房间。保证房费和市场代码一致，如果有任何的不一致，保证有相关的解释和文件支持。当客人等待房间时，与相关人员沟通，给客人留言。清除计算机系统中的异常。与客房部协调，跟踪客房状况和客人的需求，整理客人信息档案。
2.Welcomeand acknowledge each and every guest with a smile, eye contact, and a friendlyverbal greeting, using the guest's name when possible.
认知和欢迎每一位客人，微笑，目光接触，用客人的名字友好的问候。
3.Addressguests' service needs in a professional, positive, and timely manner.
积极，专业，及时地处理客人的服务需求。
4.Engageguests in conversation regarding their stay, property services, and areaattractions/offerings.
通过和客人沟通住宿、服务的体验来和客人进行情感投入。
5.Assistother talents to ensure proper coverage and prompt guest service.
协助英才保证覆盖所有的对客服务需求。
6.Anticipateguests' service needs, including asking questions of guests to betterunderstand their needs and watching/listening to guest preferences and actingon them whenever possible.
预见客人的需求，包括聆听、观察客人、询问客人，并且及时地满足客人的需求。
7.Meet withsupervisor to review daily assignments and priorities.
和主管回顾每日的工作以及主次顺序。
8.Accessall function of computer system according to established procedures and standards.
根据政策和标准，使用电脑系统的全部功能。
9.Set upworkstation with necessary supplies; maintain cleanliness throughout shift.
保证工作台有充足的用品，工作期间保持清洁。
10.Processall guest check-ins according to established hotel requirements:
根据酒店标准为客人办理入住。
a) Confirmreservation in system and review all noted information.
确认预定和相关信息。
b) Forguests without a reservation, sell a room type agreed upon.
对于无预定散客，根据程序卖房。
c) Registerguest in computer and generate a registration card.
填写入住登记单，在电脑中登记客人信息。
d) Verifyregistration card information with guest.
与客人核对入住登记单的信息。
e) Obtainback-up information for guest credit/payment method and input into system;collect cash when designated.
获得客人信用卡、付费方式的信息，输入电脑，如有需要收取现金。
f) Assignroom according to guest request and preferences whenever possible.
尽可能根据客人的喜好，为客人排房。
g) Adviceguest of any messages, mail, faxes, etc. received for them.
如果收到客人的相关信息，邮件，传真，及时告知客人。
h) Informguest of room safe and mini-bar key and room key procedures.
告知客人如何使用房内保险箱，小冰箱和房卡。
i) Communicateservices and amenities included in packages to guests on packages.
和客人沟通套餐中所含的服务和福利。
j) ObtainID, PSB and attach copy to registration card.
获得客人的身份证件，上传至公安系统，将复印件附于登记卡后。
k) Obtainguest signature for designated paperwork.
在所需要的文件上获得客人的签名。
11.Conductgroup check-ins/outs according to established hotel procedures.
根据酒店的程序办理团队的入住、退房。