1. Greet all arriving and departing guests with a smile and eye-contact.

用微笑和目光接触问候所有抵店和离店的客人。

2. Deliver and collect baggage for arriving and departing guests and groups.

为抵店和离店的客人/团体收送行李。

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.

为所有住店客人介绍客房设施，例如：空调控制，电灯开关，保险箱、电视，电话，衣橱等。

4. Check closets and drawers to see if guest have forgotten items when collecting luggage.

在收取行李时检查壁橱和抽屉确认客人没有遗留物品。

5. Log all deliveries to guest rooms.

登记所有递交给客人的物品。

6. Give careful attention and assistance to disabled guests.

给予残疾客人以特别的关注与帮助。

7. Be neatly groomed at all times.

随时保持整洁的外表。

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，交给客人行李寄存卡，并相应地在记录本上登记。

9. Keep working areas neat and tidy at all times.

随时保持工作区域的干净与整洁。

10. Identify VIPs, Platinum member, regular and long staying guests and build rapport to offer personalized service and assistance.

识别贵宾、万豪礼赏客人、常规客人和长住客人并提供个性化的服务。

11. Never solicit tips from Guests.

决不允许向客人索要小费。