行李员
Hilton
- Sichuan
- Permanent
- Full-time
- 积极地寻找获取客人反馈意见。
- 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。
- 以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向礼宾司报告，并从中学习。
- 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。
- 积极主动的面对客人，协助他们接近合理的需求。
- 将客人送至客房，介绍客房布局，确保行李及时寄存等。
- 团队工作，在礼宾部扮演积极角色，有效率的和客人沟通，确保达到目标。
- 采取必要行动，及时有效的处理顾客的不满，适当的时候告知礼宾司或宾客服务经理。回访客人，确保客人对解决方法满意（服务补救）。
- 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。
- 有条理的安放客人的行李，确保安全。
- 确保大厅的整洁卫生，为宾客预备常用的物品和信息等。
- 掌握部门及希尔顿品牌标准的详细内容。
- 掌握希尔顿酒店的基本概况。
- 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。将这些知识与团队成员分享。
- 对出售的邮票，电话卡和其他物品，现金兑换等进行管理。
- 确保如有需要能为宾客进行票务信息确认、预定等。
- 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。
- 了解酒店车俩使用情况，确保安排好客人的接机与送机服务。
- 将准确完整的信息录入酒店管理系统，以便大家分享。
- 掌握部门及希尔顿品牌标准的详细内容。
- 实施和跟进可被识别的可提高之处。
- 提前计划和确保有充足的可用资源。
- 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。
- 彻底深入地掌握工作要求的工作知识和技能。
- 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。
- 出席和参加定期的营运部门和酒店的会议。
- 明白酒店和部门的目标并实现它们。
- 与团队针对目标进行沟通。
- 促使团队成员之间团结协作。
- 意识到潜在的业务可能性的高低。
- 根据与前厅部管理人员所讨论的，创造并执行销售计划以及团队成员的奖励计划。
- 创造一个“全员销售”的环境。
- 预测潜在的收益及成本。
- 跟进公司的成本控制程序。
- 在让步的前提下，控制成本。
- 定期地回顾个人的表现，评估其是否与目标和假设情况一致。
- 依据法律和酒店的规定，参与年度个人评估，并确定个人的培训需求。
- 明白营运部门相关的健康和安全法律及其含义。
- 向员工讲解他们对于健康和安全的职责。
- 确保所有的工作实践一直都在安全和健康的前提下进行。
- 保证按时完成各项报告及上级分配的各项工作。
- 坚持酒店安全制度、紧急情况处理规定和程序。
- 如有必要 ，该部门有权更改或补充该职位描述。
- 完成任何其他合理的职责和被指派的职责。
- Actively seek verbal feedback from customers.
- Agree on and implement actions to make improvements to customer service.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Front Office Manager.
- Make sure all customer requests and queries are responded to promptly and effectively, adhering to Hilton brand standards.
- Be proactive towards customers, assisting them with any reasonable requests.
- Ensure that the concierge team escorts guests to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
- Take an active role in the Concierge team, ensuring effective communication and work as a team in order to reach goals and targets.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager to follow-up where appropriate.
- Follow-up with all guests to ensure satisfaction with problem resolution (service recovery).
- Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or offer assistance when in the lobby.
- Ensure that all guests are offered help to make arrangements for transportation and that they are invited back and bid farewell.
- Manage the storage and organization of guests’ luggage in a safe and secure, organized and systemized way.
- Ensure that the concierge team maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary.
- Responsible for ensuring hotel materials are well stocked and information is available to guests.
- Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton.
- Up to date with information and have detailed knowledge of facilities, attractions, places of interests, sights and activities in and around the hotel, imparting this knowledge to other team members.
- Monitor the sale of postage stamps, telephone cards and other items, maintaining a cash float.
- Ensure that ticket reconfirmation, safari bookings and guest reservations are correctly carried out when required.
- Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel.
- Know well the hotel transportation arrangements, ensuring that pick-ups and drop-offs are completed on time.
- Input information into ONQ regarding guests, ensuring accuracy, all details are completed, and that the information can be clearly understood by other team members.
- Have detailed knowledge of departmental standards and Hilton brand standards.
- Implement and follow through with improvements identified.
- Plan ahead and ensure adequate resources are available.
- Ensure the shift is reviewed, handovers and briefings are carried out.
- Maintain in-depth technical knowledge and skills required for the job.
- Maintain guest histories to assist with returning guests.
- Attend and participate in regular operational and hotel meetings.
- Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.
- Get members of the team to work cooperatively with others.
- Be aware of potential highs and lows in the business.
- Create and implement sales promotions and team member incentives as per discussion with the Front Office Management.
- Create an environment where “everyone sells”.
- Forecast potential revenue costs.
- Follow company control procedures.
- Control costs without compromising standards.
- Regularly review individual performance against objectives and provide feedback.
- Participate in annual appraisals in accordance with legal and hotel guidelines, identifying individual training needs.
- Understand relevant Health & Safety legislations and their implications on the operation of the department.
- Communicate to the team their responsibilities within Health & Safety.
- Ensure that safe and healthy working practices are implemented at all times
- Ensure that all reporting and servicing deadlines are met on a timely basis.
- Adhere to the hotel’s security and emergency policies and procedures.
- 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.
- 客人是你工作的中心。
- 保持一个积极的态度，履行个人的职责和主动权去解决问题，永远和你的客人和员工进行清晰明了的沟通。
- 目的明确地，坚定地，热情洋溢地执行所有工作任务，把握时机去学习新的工作技巧和知识，以改进和提高你个人的绩效。
- 灵活性地，积极地进行反应，清晰明确地配合职位需求。
- 展示团结协作和支持同事达成团队目标。
- 贡献自己的观点和意见，强化酒店操作运作的、环境周围的程序。
- 具有较强的组织协调能力。
- 强烈的责任感及自我激励能力。
- 有耐心，高度责任感并且积极的应对各种问题。
- 所有员工保持良好关系。
- 能够承受工作压力。
- 会说基本英语口语。
- 积极地推销希尔顿酒店的服务和设备给客人和酒店的供应商。
- 以确保你的安全和你工作场合里其他人的安全为前提，执行和完成所有的工作职责和任务。
- Maintain high customer service focus by approaching your job with the customers always in mind.
- Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
- Motivated and committed, approaching all tasks with enthusiasm, seizing opportunities to learn new skills or knowledge in order to improve personal performance.
- Be flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you.
- Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
- Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
- Good organization and coordination skills.
- Strong sense of responsibility and self-motivation.
- Patient and responsible to solve all problems.
- Able to maintain excellent relations with team members.
- Able to work under great physical and mental pressures.
- Understand basic spoken English to meet business needs.
- Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
- Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.