实习生-前厅部 Trainee-Front Office

· 积极地寻找获取客人反馈意见的每一个机会。
· 同意并实施以行动去提高对客服务的质量。
· 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。
· 必要时及时有效的处理客人的投诉，确保客人对解决方法满意（服务补救）。
· 持续关注客人的档案以及详细的喜好，确保客人的档案和喜好出现在每一个预订中。
· 记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。
· 确保各个轮班得以被评估和交接，以及简报会议得以执行实现。
· 根据希尔顿品牌的标准要求，确保所有的客人要求和问题都迅速和有效地响应和处理。
· 了解酒店周边地区的信息，名胜，风景地等，为顾客提供方便。
· 积极主动的面对客人，协助他们接近合理的需求。
· Actively seek verbal feedback from customers.
· Agree on and implement actions to make improvementsto customer service.
· Promote Hilton Honors and its associated benefitsto guests who are not already enrolled in the program, ensuring that existingHilton Honors members receive personal and professional service that recognizesthem as important guests and that their benefits are received.
· Handle complaints promptly and efficiently, takingthe necessary action, and keep the GuestService Supervisor / Guest Service Manager aware.
· Follow-up with all guests to ensure satisfactionwith problem resolution (service recovery).
· Maintain awareness of guests’ profiles and specificpreferences, ensuring that they are acted upon for each reservation.
· Maintain guest histories to assist with returningguests.
· Ensure that the shift is reviewed, handovers andbriefings are carried out.
· Make sure all customers’ requests and queries areresponded to promptly and effectively as prescribed by Hilton brand standards.
· Up to date with information on facilities,attractions, and places of interests, sights and activities in and around the hotel.
· Be pro-active towards customers, assisting themwith any reasonable requests.