Front Desk Service Agent前台接待

·Attend daily briefings conducted by the Assistant Front Office Manager/Guest Service Manager at the beginning of each shift
每班上岗前参加前厅副经理/宾客服务经理主持的交班会
·Maintain cash float and accurately handle monies at all times.
任何时候确保备用金充足和准确
·Review arrival information on a daily basis; VIP, HHonor, Regular guests, Groups, special requests etc.
每班检查当日抵店客人信息，包括贵宾、希尔顿荣誉会员、回头客人、团队的情况以及特别要求
·Check house status.
查看房间状态。
·Assign the rooms according guest’s request, preference and rooms control policy. Set up pre-registered and VIP reservations.
按照客人的订房要求和喜好以及房间控制的政策分房。准备需要预分配的房间和贵宾预订。
·Performs room, rate and/or name changes.
执行房间、价格和/或名称更改。
·Check in individual guests and group.
执行换房，改价或更改姓名。
·Check all arriving tours and do room assignments. Make copies of final tour list.
查看预抵团队并分配房号
·Check out individual guests and groups.
为团队和散客办理退房手续。
·Review the name billing for the departure VIP/Long staying/group/meeting group’s billing, and make the necessary preparation.
提前查看预计退房的贵宾/长住客/团队/会议团队的账单，并做必要的准备。
·Complete the Scanning and sending guest` s ID/Passport information by shift according to the policy by local PSB.
严格按照当地公安机关的要求做好入住客人证件扫描和资料上传
·Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.
通过观察或与其他同事的交流预见客人的需求，提供快速高效以及个性化的服务。
·Consistently strive to meet and exceed the expectations of both internal and external guests.
始终努力达到和超越外部和内部客人的期望。
·Demonstrate comprehensive knowledge of Front Office procedures and computer system such like OnQ and key card system.
充分掌握前厅的产品和电脑系统操，例如OnQ 和钥匙卡系统。
·Maintain good knowledge of the Hilton Honors , ensuring correct handling, prepares reports and actively participates in enrolling new members.
维持对希尔顿荣誉客会计划的高度了解，确保正确处理、准备报告并积极参与发展新会员。
·Deal with all guest requests promptly, taking personal responsibility to ensure guest satisfaction.
对客人的要求反应迅速，主动承担责任满足客人的需求。
·To check all mails messages, packages and other items held for arrival guest.
检查是否有预抵客人的邮见，包裹和其它物品。
·Use guest name whenever possible in accordance with hotel standards.
按照酒店的标准称始终称呼客人的姓名。
·Handle guest messages, facsimiles and mail, ensuring that the information is passed on are accurate, complete and promptly delivered.
处理客人的留言，传真和邮件，确保上述信息准确、完整、迅速的送达客人。