岗位职责/职位描述
Principle Responsibilities & Position Purpose:

职责目标：

Escorts arriving and departing guests in a friendly, courteous manner to and from their accommodations, transporting their luggage. Acquaints each guest with room and features. To facilitate a memorable guest experience from arrival, during the stay, and to adhere to Hilton Brand Standards.

热情友好的帮助客人提携行李，引领客人到房间并提供所需服务。贯穿希尔顿品牌服务理念于服务当中给客人留下难忘而又愉悦的回忆。

Essential Responsibilities:
基本职责：

Retrieves guests items from cars , busses , vans and carts lifts ,carries and loads luggage and packages onto a bell cat to transport items throughout hotel to designated room navigates bell cart through public areas , guest room corridors and to elevators .

帮助客人寻找丢失在出租车上的物品。 通过专用行李车装卸通道为客人装卸行李。

Escorts customers to accommodations, visually inspects room and telephone and deficiencies such as towels to housekeeping immediately. Points out room features and directory for reference.

引领客人到房间，介绍酒店及房间的设施设备。快速巡视房间是否存在问题，及时通知相关部门予以解决。

Listens and responds to guest inquires using a positive, clear speaking voice. Answers questions and offers assistance giving accurate information regarding outlet hours, other hotel service, directions to local attractions or function rooms, car rentals, air line shuttle service, etc.

对于客人的需求予以积极快速的回应，提供准确信息，提供租车、旅游向导等服务。

Organizes and store luggage as necessary in a designate area.

将客人行李有序的寄存于指定地点。

Greets customers immediately with a friendly and sincere welcome. Remain calm and attentive, especially during heavy hotel activity and emergencies.

热情友好的问候客人。能成着冷静的应对各种突发情况。


Specific Job Knowledge, Skill and Ability:

工作技能技巧要求

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

Ability to understand and follow written or verbal instructions

能遵照指示工作。

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience tact and diplomacy to defuse anger and collect accurate information.

擅长于处理宾客关系，能快速有效的应对各种问题。

Ability to read English language sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.

一定的英语阅读能力确保能获取行李牌上的信息，以及托运行李上的相关信息。

Ability to grasp, lift and carry or otherwise move packages, boxes and luggage up to 100lbs. continuously throughout shift.

有一定负重能力，能在当值期间持续搬运行李和重物。

Ability to stand, walk and sit and continuously perform essential job functions.

能持续因工作需要的站立，行走等