Bell Attendant 行李员

形象较好
Actively seek verbal feedback from customers.
·积极地寻找获取客人反馈意见。
·Agree on and implement actions to make improvements to customer service.
·同意并实施以行动去提高对客服务的质量。
·Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
·向每一位客人介绍希尔顿荣誉客会以及其优惠政策。尽可能的招募更多的客人加入希尔顿荣誉客会。认知会员客人，确保希尔顿荣誉客会会员客人收到个性化、专业的服务以及相应的优惠政策。
·Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Front Office Manager.
·以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向礼宾司报告，并从中学习。
·Make sure all customer requests and queries are responded to promptly and effectively, adhering to Hilton Brand Standards.
·根据希尔顿品牌标准，确保所有的客人要求和问题都迅速和有效地响应和处理。
·Be proactive towards customers, assisting them with any reasonable requests.
·积极主动的面对客人，协助他们接近合理的需求。
·Ensure that the concierge team escorts guests to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
·将客人送至客房，介绍客房布局，确保行李及时寄存等。
·Take an active role in the concierge team, ensuring effective communication and work as a team in order to reach goals and targets.
·团队工作，在礼宾部扮演积极角色，有效率的和客人沟通，确保达到目标。
·Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager to follow-up where appropriate.
·采取必要行动，及时有效的处理顾客的不满，适当的时候告知礼宾司或宾客服务经理。回访客人，确保客人对解决方法满意（服务补救）。
·Ensure that all guests are offered help to make arrangements for transportation and that they are invited back and bid farewell.
·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。
·Manage the storage and organization of guests’ luggage in a safe and secure, organized and systemized way.
·有条理的安放客人的行李，确保安全。
·Ensure that the concierge team maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary.
·确保大厅的整洁卫生，为宾客预备常用的物品和信息等。