行李员 Bell Attendant

· Actively seek verbal feedback fromcustomers.
积极地寻找获取客人反馈意见。
· Agree and implement actions to makeimprovements to customer service.
同意并实施以行动去提高对客服务的质量。
· Create a warm and welcoming arrival forguests, ensuring that they feel expected and immediately “at-home” when theyarrive.
为顾客提供热情服务，让他们立刻有回家的感觉。
· Ensure that all guests are greeted atthe door.
确保向每一位客人致意。
· Positively deal with and learn fromcustomers’ complaints and comments with follow-up and feedback to the ChiefConcierge.
以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向礼宾部经理报告，并从中学习。
· Make sure all customer requests andqueries are responded to promptly and effectively, adhering to Hilton BrandStandards.
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, and training all team members tosee these things before the customers ask.
积极主动的面对客人，协助他们接近合理的需求，培训所有员工提前预知客人要求。
· Ensure that the concierge team escortsguests to their rooms, hotel facilities and room features are explained, andluggage 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 conciergeteam, ensuring effective communication and work as a team in order to reachgoals and targets.
团队工作，在前台扮演积极角色，有效率的和客人沟通，确保达到目标。
· Handle complaints promptly andefficiently, taking the necessary action, and informing the Guest ServiceManager to follow-up where appropriate.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知宾客关系经理。
Facilitatea prompt departure for all guests by ensuring that their luggage is broughtfrom their rooms promptly when requested or offer assistance when in the lobby.
如有必要，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。
· Manage the storage and organization ofguests’ 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 teammaintains the lobby appearance to be neat and tidy, and that public areas arecleaned when necessary. Responsible for ensuring hotel materials are wellstocked and information is available to guests.
确保大厅的整洁卫生，为宾客预备常用的物品和信息等。
· Knowledgeable of the hotel’s facilitiesand services as well as basic knowledge of Hilton.
掌握希尔顿酒店的基本概况。
· Up to date with information and havedetailed knowledge of facilities, attractions, places of interests, sights andactivities in and around the hotel, imparting this knowledge to other teammembers.
了解酒店周边地区的信息，名胜，风景地等，为顾客提供方便。将这些知识与团队成员分享。
· Ensure that ticket reconfirmation,safari bookings and guest reservations are correctly carried out when required.确保如有需要礼宾部能为宾客进行票务信息确认、预定等。
· Ensure appropriate handling anddelivering of messages, receive and distribute packages, manage the daily postand correspondence of both guests and the hotel.
确保礼宾部准确的传递信息，保证酒店和宾客每日包裹邮件的收发。
· Manage guests’ airport transportation,ensuring pick-ups and drop-offs are completed on time.
管理宾客的机场运输，确保安排好客人的接机与送机服务。
· The Management reserves the right tomake changes to this job description at its sole discretion and without advancenotice.
如有必要 ，该部门有权更改或补充该职位描述。
· Carry out any other reasonable dutiesand responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。