行李员Bell Enthusiast

1.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。
2.Ensures that all guests are greeted at the door.
第一时间问候客人。
3.Handles complaints promptly and efficiently, taking the necessary action, report to the Lead Guest Service Enthusiast or the Senior Lead Guest Relation Enthusiast to 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，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
4.Ensures that VIP guests are treated personally and recognized as an individual.
确保VIP客人的认知与待遇。
5.Promotes Hilton Honors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing Hilton Honors 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。。
6.Generate quality guest preferences through every interaction with guest. Ensure all the preferences for arrival process are attended to. Catch any single opportunity to anticipate and comply with guests’ needs.
通过与客人交流收集高质量的顾客喜好, 确保跟进每个客人的喜好，抓住每一个机会预见及满足客人需要。
7.Ensures a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered assistance when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewell.
如有需要，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。
8.Handles and stores guests’ luggage in a safe and secure, organized and systemized way.
有条理的安放和储存客人的行李并确保安全。
9.Responsible for ensuring that the lobby appearance is neat and tidy, and that public areas are called when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests.
确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。
10.Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
掌握希尔顿酒店的基本概况。
11.Is up to date with information on facilities, attractions, and places of interest, sights and activities in and neighborhood.
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。
12.Handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel
确保礼宾部准确的信息传递，保证酒店和宾客每日包裹邮件的正常收发。