健身中心前台接待

• Adhere to the customer-first purpose and promptly attend to customers’ needs.

根据希尔顿品牌建设及精神所述，秉承以客为先的宗旨，主动及时关注意客人的需求。

• Communicate well with guests and colleagues.

具有积极的影响力，有责任心，主动解决问题，善于与客人及同事沟通。

• Be a positive influence, responsible and proactive in solving problems. Seize opportunities for self-improvement by learning new skills.

工作积极，勇于承担责任，对工作热诚，善于抓住学习新技能自我提升的机会。

• Flexible and responsive to changes in work requirements.

工作中灵活变通，反应敏捷，能果断地根据具体情况而改变工作要求。

• Greet guests with a warm, friendly and sincere smile.

以热情、友好和真诚的笑容来迎接、问候，欢送所有的客人。

• Ensure guests present their membership card or room card and register in the club check-in / check-out form.

• Sign the refusal form if guests or Health Club members refuse to register, after he / she leaves the front desk.

请会员或酒店客人出示会员卡或房卡，并在会所签进/签出表上登记（如客人或会员拒绝登记，请在他/她们离开前台后替他/她们补上并标明客人拒绝签字登记）。

• If a Health Club member or guest brings a friend, please explain the terms and conditions to him / her in advance and charge a fee, checking and confirming the information of the Health Club member or guest in the system.

如若会员或客人带了一位朋友，请事先向他/她们解释相关的条款，并收取费用（参照顾客收费标准）必须核查、确认电脑里会员或客人的资料。

• If the guest asks for a membership card, invite the guest to sit in the waiting area and inform the manager to assist with this. If the guest waits for more than 3 minutes, apologize to the guest, and inform the guest that the sales consultant will be there soon.

如果客人询问会员卡，邀请客人在等候区就坐，通知经理来处理，客人或会员等候的时间超过3分钟，向客人道歉，并告之客人销售顾问马上就到。

• Recommend exclusive and popular treatments to guests.

给客人推荐独家和最受欢迎的治疗。

• Apologize on behalf of the health centre to any angry or upset guest / Health Club member, informing the supervisor or manager immediately.

碰到生气或烦躁的客人/会员，立刻代表健康中心向客人道歉，并立即通知主管或经理。

• Fully understand the hotel’s and health centre's services and features, including internal promotions, current and future facilities available to guests, and actively promote them to guests.

完全了解酒店和健康中心的服务和特色，包括内部的促销，当前和将来能提供给客人的设备，积极地向客人促销。

• Be familiar with the rights and interests of Health Club members and ensure they enjoy the services, taking the initiative to explain to guests these rights, making them feel honoured.

健康中心和酒店服务的特色，客人享受的权益，要正确的传达给会员和酒店客人。

熟知会员的权益和享受的服务，主动向客人解释，让客人感受尊贵。

• Understand the name, function and usage of all spa facilities and products.

了解水疗中心所有设备和产品的名称、作用及功效。

• Ensure that the daily opening and closing of the health center is carried out smoothly and efficiently.

确保健康中心的营业和关闭顺利有效地进行。

• Read and update the receptionist's message book.

阅读并更新接待员的留言本。

• Adhere to Hilton’s service standards and service quality reviews, in order to provide consistent service to guests, so that guests enjoy pleasant, memorable professional services.

充分掌握希尔顿服务标准及服务质量审查，严格按照标准工作。

• 为提供给客人始终如一的服务而努力，务求令客人享受到愉快的，难忘的专业服务。

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

如有必要，该部门有权更改或补充该职位描述。

• Perform any other reasonable duties as assigned.

完成任何其他合理的职责和被指派的职责。

• Minimum 1 years of experience or equivalent combination of education and experience

至少一年在相关行业的经验。

• Good interpersonal skills to provide overall guest satisfaction

具有基本的英语听，说能力，能跟客人有良好的沟通。

• In interactions with guests, one can provide them with satisfactory service

在与客人的交往中，能为客人提供满意的服务

• When faced with a large amount of work, one can withstand work pressure and handle emergencies.

在面对大量工作时，能承受工作压力，能处理紧急情况。

• Good physical health and able to withstand long working hours.

体格健康并能承受长时间工作。

• Master basic knowledge of health centers, fitness knowledge and information on spa products.

掌握基本的健康中心知识，健身知识及水疗产品信息。

• Enhance guest satisfaction with strong interpersonal skills.

以较强的人际交往能力提高客人满意度。