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Guest Relation Officer 重庆希尔顿 (Chongqing Hilton)
Chongqing
Food & Wine
3000
Bonus
1
-
Accommodation
No
No
Position Summary
职位简述： 1. Arrival 到 达
Creating a warm and welcoming arrival experiences for guests
为顾客提供热情周到的入住体验。
2. Stay 停 留
Ensuring a memorable guest stay by giving caring and courteous guest services,
providing information, responding to problems, and dealing with guests in a friendly
and ever-hospitable manner.
为客人提供热情周到的服务，回答客人的问题，提供信息。
3. Departure 离 店
Farewell upon departure by ensuring that all guests leave happy with
their stay.
退房的时候问候客人，确保顾客满意的离开。
4. Leadership 领 导
Leading the Front Desk and Concierge to provide hospitable service to the guests.
带领前台和礼宾部位客人提供热情的服务。
5. Standards 标 准
Ensuring consistency of standards throughout the operation by adhering to Hilton
brand standards.
遵循希尔顿品牌标准。
Responsibilities:
工作职责：
1. Supports and motivates Front Desk and Guest Relations team members by leading by example
and employing competent and consistent management practices.
通过训练和激发前台和宾客关系部团队员工.
2. Actively takes part in training the team, supporting and leading formal training sessions and
focusing on the job training to ensure that all team members are of the same standard. Also
attends training where and when required.
积极地参加职业培训,让员工保持水平一致。
3. Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
4. Maintains discipline amongst team members, ensuring consistency in accordance with the team
member handbook, Chinese Labor Law and HR guidelines.
确保员工手册，中国的劳动法，HR 指南的一致性，必要的时候提供培训。
5. Involve with the development of high potential team members to ensure that all team members
are trained to progress to the next level of their career.
训练高潜力的员工，提高他们的工作能力。
6. 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。
7. Responsible for the smooth induction and facilitation of training for new team members, ensuring
that they are trained to the minimum level standard and that they can competently complete their
job and that they know what is expected of them.
简单易懂的训练新员工，使其尽快达到胜任工作的最低标准，明白他应该要做到什么样。
8. Creating a warm and welcoming arrival experiences for guests, ensuring that they feel expected
and immediately “at-home” when they arrive.
顾客抵店时为顾客提供热情周到的接待，让客人第一时间感受到家的温暖。
9. Ensuring that guests are escorted to their room that the hotel facilities and room features are
explained, and that luggage 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。
10. 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.
11. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon
for each reservation.
维护顾客的档案及特殊爱好等，确保有效地预订。
12. Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated
personally and recognized as an individual.
作为 VIP 客人最先联系到的部门，要确保他们的个性化服务。
13. Liaises with Sales, Reservations and the Business Development team to handle corporate.
和销售，预定和商业发展团队共同为客人提供服务.
14. Promotes Honors benefits to guests who are not already enrolled in the program. Ensures that
existing Honors members receive personal and professional service, recognizes them as
important guests and that their benefits are received.
确保为会员顾客提供优质专业的服务，劝说顾客加入会员。
15. Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a
systemized and sales focused approach to room inventory management.
按照客人的预定或喜好安排房间，并做详细目录管理。
16. 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.
工作职责：
1. Supports and motivates Front Desk and Guest Relations team members by leading by example
and employing competent and consistent management practices.
通过训练和激发前台和宾客关系部团队员工.
2. Actively takes part in training the team, supporting and leading formal training sessions and
focusing on the job training to ensure that all team members are of the same standard. Also
attends training where and when required.
积极地参加职业培训,让员工保持水平一致。
3. Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
4. Maintains discipline amongst team members, ensuring consistency in accordance with the team
member handbook, Chinese Labor Law and HR guidelines.
确保员工手册，中国的劳动法，HR 指南的一致性，必要的时候提供培训。
5. Involve with the development of high potential team members to ensure that all team members
are trained to progress to the next level of their career.
训练高潜力的员工，提高他们的工作能力。
6. 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。
7. Responsible for the smooth induction and facilitation of training for new team members, ensuring
that they are trained to the minimum level standard and that they can competently complete their
job and that they know what is expected of them.
简单易懂的训练新员工，使其尽快达到胜任工作的最低标准，明白他应该要做到什么样。
8. Creating a warm and welcoming arrival experiences for guests, ensuring that they feel expected
and immediately “at-home” when they arrive.
顾客抵店时为顾客提供热情周到的接待，让客人第一时间感受到家的温暖。
9. Ensuring that guests are escorted to their room that the hotel facilities and room features are
explained, and that luggage 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。
10. 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.
11. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon
for each reservation.
维护顾客的档案及特殊爱好等，确保有效地预订。
12. Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated
personally and recognized as an individual.
作为 VIP 客人最先联系到的部门，要确保他们的个性化服务。
13. Liaises with Sales, Reservations and the Business Development team to handle corporate.
和销售，预定和商业发展团队共同为客人提供服务.
14. Promotes Honors benefits to guests who are not already enrolled in the program. Ensures that
existing Honors members receive personal and professional service, recognizes them as
important guests and that their benefits are received.
确保为会员顾客提供优质专业的服务，劝说顾客加入会员。
15. Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a
systemized and sales focused approach to room inventory management.
按照客人的预定或喜好安排房间，并做详细目录管理。
16. 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.