1. Greet the guest and fellow team members in a warm way, try best to answer inquiry and provide help whenever and wherever encounter them in the hotel, own the problems and take initiative to follow up accordingly, regardless of positions and levels.
不论职位和级别，在酒店内无论何时何地遇到客人或同事，都热情地招呼，为其解答问题、提供服务，承担责任解决问题，主动采取行动并积极跟进落实。

2. Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
积极的工作，友好的为客人提供服务和帮助。

3. Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
积极参加所需的各种培训，提高工作能力。

4. Contributes 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.
致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。

5. Takes an active role in the front desk and concierge team, ensuring effective communication and working as a team in order to reach goals and targets.
为了达到部门的奋斗目标，员工必须积极努力工作，保持有效沟通和发扬团队精神。

6. Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
为顾客提供热情服务，让他们有宾至如归的感觉。

7. Ensures that all guests are greeted at the door.
确保所有来宾都受到行李员的问候和欢迎。

8. Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
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服务经理。回访客人，确保客人对解决方法满意。

9. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
了解客史资料和客人喜好，确保在客人抵店前做好相应安排。

10. Ensures that VIP guests are treated personally and recognized as an individual.
要确保为客人提供人性化服务。

11. Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
确保为希尔顿荣誉客会顾客提供优质专业的服务，发展客人加入会员。

12. Ensures a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered assistance when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewell.
及时运送客人的行李或者在大厅为他们提供帮助，确保客人及时办理离店。为客人安排行李运送，期待他们再次光临。

13. Handles and stores guests’ luggage in a safe and secure, organized and systemized way.
安全的，有系统的帮助客人存放行李。

14. Responsible for ensuring that the lobby appearance is neat and tidy, and that public areas are called when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests.
保持大堂干净整洁，必要时通知公共区域保洁员进行清理。保障酒店宣传品和销售推广信息传递给客人。

15. Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
掌握希尔顿酒店的基本概况。

16. Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。

17. Handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel
每日收发留言，收取和分发包裹，确保酒店及客人的通信。

18. Applies 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.
遵循希尔顿品牌标准。

19. Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
汇报有关酒店系统，硬件设施的有关问题及处理方式。

20. Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IS etc.
与餐饮部，客房部，工程部，信息技术部等进行有效的联络。

21. Ensures that the Chief Concierge is kept aware and up to date of operational issues.
随时向礼宾部经理汇报最新的动态。

22. Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
及时将信息传递至相关人员，确保尚未完成的事情移交至有关人员，让宾客满意。参加必要的会议并阅读交接日志。

23. Takes part in the fire team when and where directed.
必要的时候加入消防队。

24. Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。

25. To undertake any other reasonable task or request as directed by the management.
接受部门其他合理的任务或要求的安排。

26. The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。

27. Execute the project responsibilities in the hotel project team(s).
加入酒店的项目工作组时，认真履行相应职责。

28. Ad hoc assignment from the hotel management.
完成酒店管理层交代的其他任务。

...

Education Background
学历：

Secondary Specialized Degree. (Technical School graduate). Major in hotel...

广东中山市古镇希尔顿花园酒店(中山利和店)