前台接待

岗位职责
1. Report to Work in good time before commencement of each shift.
每班次应按时到岗。
2. Ensure Hilton’s Brand Service standards are consistently practiced
确保坚持执行希尔顿的品牌服务标准。
3. To check in all guests, Groups & Tours to the Hotel in an efficient and welcoming manner, ensuring an outstanding first impression and meeting all brand standards
热情欢迎并为所有到店客人、团队及旅行团高效的办理入住，确保执行全部的品牌标准并未客人留下突出的第一印象。
4. To be totally familiar with all facilities, functions and special events in the Hotel on a daily basis, assisting guests with any inquiries.
完全了解酒店设施，服务以及活动的每日信息，帮助客人解决任何问题。
5. To be aware of all services in hotel. inclusive of recreational, food and beverage, guest services, special events and promotions.
了解酒店所提供的所有服务，包括康乐，餐饮，宾客服务，活动以及促销等。
6. To be aware of top corporate and VIP clients of the Hotel, recognizing and welcoming them by name upon their return visits to the Hotel.
了解酒店的更高管理公司及VIP客人，在他们来到酒店时认识并用他们的名字欢迎他们。
7. To take a personal interest in all guests for the duration of their stay, ensuring their expectations of Hilton Sanya Resort & Spa are exceeded.
对所有住店客人表示个人化的关心，确保为客人提供超出期望的服务。
8. To be fully conversant with Hotel room types and availability, assisting all guests with reservation inquiries and bookings.
熟知酒店房型及房间数，为所有有预定或需要预定的客人提供帮助。
9. To provide guests services such as currency exchange, safety deposit box facilities and cash advances where authorized.
为客人提供服务，如外币兑换，保险箱使用及被授权的现金预支等。
10. To check out all guests, Groups & Tours from the Hotel in an efficient and timely manner, ensuring correct cashiering procedures are followed and all charges are posted appropriately.
为所有客人，团队及旅行社办理高效和及时的退房手续，确保执行正确的收银程序并将所有消费准确录入。
11. To be respectful of our guest’s privacy, ensuring their every request in this regard is strictly adhered to and their details remain confidential.
尊重客人隐私，确保所有与隐私的客人要求以及客人信息被严格保密。
12. To be totally familiar with internal hotel procedures, inclusive of housekeeping, lost and found, food and beverage, internal and external communications, fire and emergency.
熟知酒店内部程序，包括客房清洁、失物招领、餐饮、内部及外部沟通、火警及紧急状况等。
13. To be fully conversant with and operate the Hotel’s communication systems.
熟知并执行酒店的沟通程序。
14. To be fully conversant with manual Reception procedures to be used in the event of the Hotel’s computer systems being off-line.
熟知人工办理程序以应对电脑系统失效的情况。
15. To be fully conversant with and operate guest reservation systems.
熟知并熟练应用宾客预定系统。
16. To be fully conversant with the Hotel Emergency and Evacuation procedures.
熟知酒店应急及疏散程序。
17. This position includes night shift work as well as early and late shifts on a rotating basis.
本职位轮班包括夜班以及早班及中班。
18. Ensure grooming is in line with the Hotel policy.
确保仪容仪表符合酒店政策要求。
19. To actively promote the benefits of Hilton HHonors to all guests and patrons of the Hotel, adopting a sales attitude.
以积极主动的销售态度向所有的客人介绍我们的希尔顿荣誉会员的福利。
20. Have a thorough knowledge of all credit procedures and ensure that these procedures are adhered to.
对所有信贷程序有全面知识，并确保这些程序正确执行。
21. Must know all hotel products and services and actively recommend to our guests.
必须了解所有酒店产品及服务并主动的向宾客推荐。
22. Ensure that there is a thorough hand over at the completion of each shift.
确保每个班次结束时全面的交接工作。
23. To ensure that all the Rebates, Miscellaneous, Paid-out vouchers Room and rate change form and set up request from are signed by Duty Front Desk Supervisors or Duty Guest Service Managers
确保所有减免单、杂项单、退款单、换房及房价变更单及房间布置要求单上有当班前台主管或宾客服务经理的签名。
24. Live Esprit!  Your contribution to creating team environment。
发挥才智。你的贡献将创造团队工作环境。
25. Any other duties assigned by Front Office Management and Supervisors.
完成由前厅部管理层及主管指派的其他职责。
岗位要求
1. Fluent in English, Mandarin and other languages will be beneficial
流利的英语，普通话及其他语言将被优先考虑
2. Educational background:higher diploma or above
教育背景：大专或更高学历
3. Ability to work under pressure
有面临压力的工作的能力
4. Excellent grooming standards
出色的仪容仪表标准