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1. Greet all arriving and departing guests with a smile and eye-contact. 用微笑和目光接觸問(wèn)候所有抵店和離店的客人。 2. Deliver and collect baggage for arriving and departing guests and groups. 為抵店和離店的客人/團(tuán)體收送行李。 3. Give guest an introduction to the facilities in the guest room, i.e. air-conditioning control, light switches, Safety box, TV, telephone, wardrobe, etc. when rooming the guest. 為所有住店客人介紹客房設(shè)施，例如：空調(diào)控制，電燈開(kāi)關(guān)，保險(xiǎn)箱、電視，電話，衣櫥等。 4. Check closets and drawers to see if guest have forgotten items when collecting luggage. 在收取行李時(shí)檢查壁櫥和抽屜確認(rèn)客人沒(méi)有遺留物品。 5. Log all deliveries to guest rooms. 登記所有遞交給客人的物品。 6. Give careful attention and assistance to disabled guests. 給予殘疾客人以特別的關(guān)注與幫助。 7. Be neatly groomed at all times. 隨時(shí)保持整潔的外表。 8. Accept baggage that guest may wish to keep in storage, issues claim ticket and record in the Record Book accordingly. 接受客人要寄存的行李，交給客人行李寄存卡，并相應(yīng)地在記錄本上登記。 9. Keep working areas neat and tidy at all times. 隨時(shí)保持工作區(qū)域的干凈與整潔。 10. Identify VIPs, Platinum member, regular and long staying guests and build rapport to offer personalized service and assistance. 識(shí)別貴賓、萬(wàn)豪禮賞客人、常規(guī)客人和長(zhǎng)住客人并提供個(gè)性化的服務(wù)。 11. Never solicit tips from Guests. 決不允許向客人索要小費(fèi)。