Front Desk Service Agent 前台接待

Job description

希尔顿在全球 100 多个国家和地区拥有数以千计的酒店，提供无数令人愉悦的机会。 从敞开的大门到热情的微笑，再到与众不同的体验，我们为每年与我们在一起的数百万旅行者提供他们永远不会忘记的欢迎。 除了我们旗舰品牌希尔顿酒店及度假村还包括：华尔道夫酒店及度假村、LXR、康莱德酒店及度假村、希尔顿嘉悦里酒店、Signia、格芮希尔顿精选酒店、希尔顿逸林酒店及度假村、Tapestry Collection by Hilton、希尔顿尊盛酒店、Tempo、 Motto、希尔顿花园酒店、希尔顿欢朋酒店、Tru by Hilton、希尔顿欣庭酒店、希尔顿惠庭酒店和希尔顿分时度假俱乐部。 

如果您热衷全球旅行对世界的影响，您可能就是我们正在寻找的希尔顿团队成员。 因为在希尔顿酒店，我们永远不会忘记我们在这里的原因：使我们的客人，团队成员和业主都满意。 

 

热情友好的问候客人，确保提供高效一致的服务。对入住期间的各种需求和问题予以快速解决，销售酒店各项产品确保利润最大化。 

 

我的具体职责是什么? 

作为前台接待，您将应以最高标准完成以下任务: 

• 根据预订优质快速的为客人办理入住手续，确认相关信息，如:房价，人数等，依客人喜好予以排房。 

• 向客人介绍酒店各种宣传促销活动及推销希尔顿荣誉客会给非会员，吸引新会员的加入。 

• 指引去房间的方向并解释房卡的使用方法，向客人分发礼物等。 

• 确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结帐手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。 

• 热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。 

• 对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。 

• 礼貌的接听所有来电，及时恰当的应客人要求处理各种邮件、传真及转交物品。 

• 成着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。 

• 积极的工作，友好的为客人提供服务。 

• 积极参加所需的各种培训，提高工作能力。 

• 致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。 

• 在前台的团队中起到积极作用，有效的沟通，确保达到目标。 

• 为顾客提供热情周到的服务，有宾至如归感。 

• 依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。 

• 采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。 

• 维护顾客档案和信息，确保预订的有效性和准确性。 

• 确保VIP客人个性化服务待遇。 

• 协销售，预定和业务发展团队为公司客人提供服务。 

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

 

The Guest 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. 

我们寻找什么样的人才? 

希尔顿前台接待始终要以宾客的利益为重并与其他团队成员密切合作。若要成功地应聘这一职位，您的态度、行为、技能和价值观应符合下列标准: 

• 能运用计算器材准确无误的进行各种数据运算。 

• 能用英语有效的倾听和进行沟通。 

• 熟练操作酒店电脑系统。 

• 擅长于处理宾客关系，能有效快速的应对处理各种问题。 

• 以较强的人际交往能力提高客人满意度。 

• 能在强压下胜任工作。 

• 一至两年相关工作经验者优先。 

 

服务于希尔顿将会如何? 

希尔顿全球是国际最具知名度的酒店管理公司之一，其下品牌包括从豪华的全面服务酒店，度假村到公寓式酒店以及中端酒店等。近一个世纪，希尔顿全球致力于通过全球品牌。延续为全球客户提供优质服务的传统，坚持为商务和休闲旅游人士提供最优质的客房、服务、产品和品牌价值。我们的愿景 “让世界充满阳光，让大家都感受到热情的温暖，提供与众不同的卓越体验，让每位宾客在每家酒店的每次住宿都倍感满意” 团结我们作为一个团队每天都在世界各地创造非凡的酒店体验。同时，我们惊人的团队成员是希尔顿的核心所在！

What are we looking for?  

A Guest 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!