前台接待/行政楼层接待 Front Desk Service Agent/Executive Floor Service Agent(储备)

【职位描述】
前台接待/行政楼层接待负责迎接和登记客人，提供及时和有礼貌的服务。他/她为客人办理入住和离店手续，解决客人在酒店逗留期间的难题。这个角色根据需要为客人升级，并推广酒店的服务。
我将会做什么？
作为前台接待/行政楼层接待，你将负责按照最高标准完成以下任务：
- 通过从计算机系统中输入和检索信息来完成登记过程，确认相关信息，包括客人数量和房间价格。
- 根据客人的需求选择合适的房间，为电子钥匙编码，以书面形式确认房间号码和房价。
- 促进和管理希尔顿的营销计划，如为到达的客人提供希尔顿荣誉，确保客人知道房间的位置，包含房间钥匙，我们感谢的信物，礼物等，给客人。
- 确保房间和服务在客人的报表中得到正确的核算，正确说明酒店提供的服务。
- 协助客人退房付款或收费，接受和记录凭证、信用证、旅行支票和其他形式的付款，按当前公布的汇率兑换外币。
- 以积极和清晰的语音，友好而真诚地迎接客人，倾听和理解客人的要求，以适当的行动作出回应，并提供准确的信息，如分店营业时间、特殊VIP项目、活动等。
- 接收客人的特殊要求，并作出适当的回应，或将要求转给适当的团队成员，由他们决定和采取行动。
- 及时回答电话和电子邮件的询问，将信息输入电脑并告知其他团队成员客人的特殊需求。
- 检索信息并将内容传达给客人，根据要求为客人检索邮件、包裹和传真或其他特殊物品。
- 记录客人的投诉，进行彻底的研究以制定最有效的解决方案，并就结果进行谈判。
- 倾听并提供帮助，以解决诸如价格冲突、暖气或空调不足、菜肴质量等问题。
- 保持冷静和警惕，特别是在紧急情况下和酒店活动繁忙时。
- 利用有经验的判断力和判断力，计划和实施详细的步骤。
- 在团队中发挥积极作用，表现出善良、合作、乐于助人的精神，不忘客人背后的人。
- 在需要时积极参加培训，参加正式的培训课程和在职培训，以确保标准和质量。
- 通过分享新的想法和改进建议，为酒店和团队做出贡献，具有创新精神，为团队成员和客人提供优质服务和客户关怀。
- 在行政楼层团队中发挥积极作用，确保有效沟通和团队合作，以达到目标和指标。
- 为客人创造一个温馨的到达环境，确保他们在到达时感到被期待并立即感到 "宾至如归"。
- 根据客人的预订细节办理入住手续，确保完成登记卡，确认预订信息，查询希尔顿荣誉和常旅客号码，并确保付款方式。
- 迅速有效地处理投诉，采取必要的行动，并通知值班经理或客户关系经理酌情跟进。
- 对所有客人进行跟踪，确保问题得到满意解决。
- 保持对客人情况和具体偏好的了解，确保对每一个预订采取行动。
- 确保VIP客人得到个人待遇，并被视为个人。
- 与销售、预订和业务发展团队联系，处理企业客人。
- 向尚未加入该计划的客人推广 "希尔顿荣誉 "及其相关优惠，确保现有的 "希尔顿荣誉 "会员得到个人和专业的服务，承认他们是重要的客人，并收到他们的优惠。
- 确保迅速有效的离开，按照账单和预订指示结算客人的账户，确保所有客人的对账单都是正确的。
- 将客人的信息输入Fidelio，确保准确无误，所有细节都已完成，并且其他团队成员可以清楚地了解这些信息。
- 在每一个行动中应用希尔顿品牌的标准，在实际工作中充当榜样和范例，说明应该如何执行这些标准。
- 熟悉酒店的设施和服务，以及对希尔顿国际、MEAP和中国其他酒店的基本知识。
- 及时了解酒店内及周边的设施、景点和名胜古迹、风景和活动的信息。
- 与客房部、餐饮部、工程部和IT部进行有效的沟通、协调和合作。
- 向有关方面报告酒店系统、硬件或设施的问题，并跟进以确保采取了纠正措施。
- 确保客人服务经理了解并掌握最新的运营问题。
- 有效地传递信息，确保所有必要的细节都传达给预定的人，并完成任何待办事项，确认客人的满意度。
- 参加每日简报、交接班、会议并每日阅读日志。
- 确保完成前台的日常职能，包括但不限于检查表、跟踪报告、信用额度检查和在线备份。
- 检查登记卡、会议和活动信息、帐单指示和预订备份，确保所有收到的信息都得到相应的处理。
- 确保前台库存的管理，不浪费，在可能的情况下保持成本。
- 掌握最新的信息，了解竞争对手的活动，以做到心中有数。
- 坚持酒店按需定价的销售策略，通过向客人提供清晰、透明和物有所值的价格，保持价格的完整性。
- 遵守健康和安全、应急管理、灾难手册、消防程序和规定，在必要时参加消防队。
- 严格遵守标准的现金处理程序，确保平衡浮动和下降所需的金额，正确管理现金、信用卡交易、城市分类帐、凭证和所有其他形式的付款。
- 在处理现金、信用卡交易、城市分类账、提供货币兑换服务、LPO和第三方支付房间、会议、餐饮和任何其他可能由客人产生的费用时，始终遵守公司的信用政策。
- 为客人提供保险箱，确保客人的贵重物品在任何时候都是安全的。
- 跟进未付账款，确保收入不受损失，确保即将到来的预订的付款方法。
- 通过检查所有客人的对账单以确保收费的准确性，保持离店效率。
- 将房间上调到更高的房间和价格类别，确保从每个客人那里获得最大的收入。
- 保持对酒店内销售机会的认识，以道德和负责任的方式实现收入最大化，遵守希尔顿品牌标准，确保客人得到物有所值的服务。
- 尝试用客人的母语与客人沟通（如果适用）。
- 履行任何其他合理的职责和分配的责任。
- 管理层保留自行决定对该工作描述进行修改的权利，恕不提前通知。
The Front Desk Service Agent/Executive Floor Service Agent greets and registers guests, providing prompt and courteous service. He / she checks guests in and out, resolving guest challenges throughout their stay in our hotel. This role upgrades guests as required and promotes the hotel’s services.
What will I be doing?
As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
• Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation.
• Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.
• Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.
• Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates.
• Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
• Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.
• Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.
• Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
• Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
• Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.
• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
• Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured.
• Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager to follow-up where appropriate.
• Follow-up with all guests to ensure satisfaction with problem resolution.
• Maintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation.
• Ensure that VIP guests are treated personally and recognized as an individual.
• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
• Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct.
• Input information into Fidelio regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.
• Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
• Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel.
• Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering and IT.
• Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.
• Ensure that the Guest Service Manager is kept aware and up to date with operational issues.
• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
• Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
• Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups.
• Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.
• Ensure that the front desk stock is managed and not wasted, maintaining costs where able.
• Keep up to date and aware of competitor activities in order to be well informed.
• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.
• Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.
• Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
• Provide safety deposit boxes to guests, ensuring that guests’ valuables are safe and secure at all times.
• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.
• Attempt to communicate with guests in guests’ native language, if applicable.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
【任职要求】
我们在寻找什么？
为希尔顿品牌服务的前台接待/行政楼层接待总是代表我们的客人工作，并与其他团队成员一起工作。为了成功地胜任这个角色，你应该保持以下的态度、行为、技能和价值观：
- 能够进行适度复杂的数学计算而不出错。
- 能够用英语阅读、倾听和有效沟通，包括口头和书面沟通，以满足业务需求。
- 能够使用适度复杂的计算机系统访问并准确输入信息。
- 能够有效地与内部和外部客户打交道，其中一些客户需要高度的耐心、策略和外交手段来化解愤怒，收集准确的信息并解决冲突。
- 具有良好的人际交往能力，提供全面的客人满意度。
- 能够在压力下工作，处理繁忙时期的压力情况。
- 有1或2年相关工作经验者优先。
在希尔顿工作会是什么感觉？
希尔顿是全球领先的酒店管理公司，横跨住宿领域，从豪华的全方位服务酒店和度假村到长住套房和中价位酒店。近一个世纪以来，希尔顿为商务和休闲旅行者提供了最好的住宿、服务、设施和价值。希尔顿致力于延续其传统，在其全球品牌中提供卓越的客人体验。我们的愿景是让地球充满好客的光芒和温暖，这使我们作为一个团队，每天都在世界各地创造非凡的接待体验。而我们了不起的团队成员正是这一切的核心所在
What are we looking for?
A Front Desk Service Agent/Executive Floor Service Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Able to perform moderately complex mathematical calculations without error.
• Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.
• Able to access and accurately input information using a moderately complex computer system.
• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Good interpersonal skills to provide overall guest satisfaction.
• Able to work under pressure and deal with stressful situations during busy periods.
• 1 or 2 years of related working experience preferred.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team members are at the heart of it all!