1. Communicates effectively both orally and in writing to provide clear direction to team member. Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers disciplinary procedures for front office team member. Monitors lobby traffic and makes team membering adjustments as required.
與員工有效的溝通，提供明確指示，關(guān)注員工的表現(xiàn)并給予激勵(lì)。依相關(guān)程序面試，挑選，培訓(xùn)，督導(dǎo)，評(píng)估，管理前廳部所有員工。留意大堂交通狀況，根據(jù)需求進(jìn)行人員調(diào)配。
2. Reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests. Updates system by inputting inventory and non-inventory groups. Monitors special reservation requests handling and oversees rate changes on in-house guests.
關(guān)注VIP及有特殊要求的預(yù)訂，及時(shí)更新系統(tǒng)相關(guān)信息，確保VIP及團(tuán)隊(duì)預(yù)訂的良好運(yùn)作。監(jiān)督住店客人房?jī)r(jià)變更情況。
3. Computes daily payroll, schedules, and other reports. Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecast of expected arrivals and departures.
關(guān)注VIP及有特殊要求的預(yù)訂，及時(shí)更新系統(tǒng)相關(guān)信息，確保VIP及團(tuán)隊(duì)預(yù)訂的良好運(yùn)作。監(jiān)督住店客人房?jī)r(jià)變更情況。
4. Manages front office team member, resolves guest concerns, and implements resolutions by using discretion and judgment.
對(duì)前臺(tái)進(jìn)行日常管理，用敏銳的判斷力和決斷力解決客戶的問(wèn)題。
5. Leads and motivates team members by leading by example and employing competent and consistent management practices.
通過(guò)訓(xùn)練及一致的管理，領(lǐng)導(dǎo)和激勵(lì)團(tuán)隊(duì)員工。
6. Takes responsibility of the hotel as the Duty Manager in the absence of the Assistant Front Office / Front Office Manager.
在前廳經(jīng)理/前廳副經(jīng)理不在的情況下，作為值班經(jīng)理負(fù)起責(zé)任。
7. Completes Night Shift Duties acting as the Night Manager when he / she is not on duty.
在夜班經(jīng)理不在的時(shí)候完成夜班經(jīng)理職務(wù)。
8. Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required.
積極地參加職業(yè)培訓(xùn),讓員工保持水平一致。
9. Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
做隊(duì)員的導(dǎo)師，提高員工水平，促進(jìn)他們完成所設(shè)立的目標(biāo)。
10. Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines. Distributes appropriate discipline when and where required.
確保員工手冊(cè)，相關(guān)勞動(dòng)法，HR相關(guān)政策的一致性，必要的時(shí)候提供培訓(xùn)。
11. Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.
根據(jù)希爾頓PDR標(biāo)準(zhǔn)，進(jìn)行1：1的面談，確保對(duì)每個(gè)員工的公平，為員工提供繼續(xù)發(fā)展的平臺(tái)。
12. Is involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
培訓(xùn)部門高潛能員工，促進(jìn)工作水平的提高及進(jìn)一步的職業(yè)規(guī)劃。
13. 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，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個(gè)團(tuán)隊(duì)提供高品質(zhì)服務(wù)。
14. 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.
簡(jiǎn)單易懂的培訓(xùn)新員工，使其盡快達(dá)到勝任工作的最低標(biāo)準(zhǔn),了解公司的期許與要求。
15. Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
為顧客提供熱情周到的服務(wù)，有賓至如歸感。
16. Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired about, and method of payment secured.
依照預(yù)訂為客人辦理入住，核對(duì)預(yù)訂信息，希爾頓榮譽(yù)客會(huì)號(hào)及航空公司會(huì)員號(hào)，確保入住登記表的完整性及付款方式安全有效。
17. 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.
將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)等。
18. Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知值班經(jīng)理或賓客關(guān)系經(jīng)理。回訪客人，確保客人對(duì)解決方法滿意。
19. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)。
20. Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
作為VIP客人最先聯(lián)系到的部門，要確保他們的個(gè)性化服務(wù)。
21. Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.
按照客人的預(yù)定或喜好安排房間，并做詳細(xì)目錄管理。
22. Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
引入新的榮譽(yù)客會(huì)會(huì)員，確保會(huì)員應(yīng)得利益，為會(huì)員提供優(yōu)質(zhì)專業(yè)的服務(wù)。
23. Liaises with Sales, Reservations and the Business Development team to handle corporate.
協(xié)同銷售，預(yù)訂及業(yè)務(wù)發(fā)展團(tuán)隊(duì)共同為客人提供服務(wù)。.
24. Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way.
確保賓客檔案信息及時(shí)錄入公安申報(bào)系統(tǒng)。
25. 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.
遵循希爾頓品牌服務(wù)標(biāo)準(zhǔn)并貫徹到實(shí)際的運(yùn)作當(dāng)中。
26. Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
掌握希爾頓酒店集團(tuán)的基本概況。
27. Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
了解酒店周邊地區(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。
28. Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
確保前臺(tái)和其他部門間的溝通交流，特別是客房部，餐飲部和財(cái)務(wù)部等。
29. Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use and operated in an organized and systemized way. Also Ensures that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
維護(hù)酒店電腦系統(tǒng)信息數(shù)據(jù)的準(zhǔn)確性，便于系統(tǒng)操作，確保前臺(tái)運(yùn)營(yíng)設(shè)備的正常運(yùn)轉(zhuǎn)以及工作區(qū)域的整潔清潔。
30. Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Conducts daily briefings, shift handovers, attends meetings and effectively communicates information to team members.
確保信息的有效傳遞，尚未完成的事情逐一移交至有關(guān)人員，讓賓客滿意。參加日常例會(huì)及其他會(huì)議。
31. Ensures that the Front Office Manager is kept aware and up to date of operational issues.
匯報(bào)最新的工作進(jìn)展，確保前廳經(jīng)理對(duì)整個(gè)部門營(yíng)運(yùn)狀況的了解。
32. Ensures that the day-to-day functions of the front desk are completed. Including but not limited to Guest Services Manager’s checklist, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards.
確保完成行政樓層每日的任務(wù)，包括核對(duì)，報(bào)告，信用額度核對(duì)，網(wǎng)上備份等。
33. Checks Registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is actioned upon.
核對(duì)入住登記表，會(huì)議及活動(dòng)信息，預(yù)訂備份等。
34. Completes reports where and when requested, ensuring that they are complete and delivered on time to the respected party.
如有要求，提供完整的報(bào)告，并及時(shí)送至所需部門。
35. Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.
警惕商業(yè)競(jìng)爭(zhēng)行為，促進(jìn)積極的市場(chǎng)發(fā)展。
36. Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests.
根據(jù)價(jià)格要求向客人提供相應(yīng)物有所值的物品。
37. Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. In the absence of the Guest Relations Manager, is a part of the Fire Team ands takes action accordingly.
按照健康安全，危機(jī)管理部門，災(zāi)難處理方法，救火程序執(zhí)行。在賓客關(guān)系經(jīng)理不在場(chǎng)的情況下，成為救火的一部分參與行動(dòng)。??
38. Acting Duty Manager in absence of the Duty Manager .
值班經(jīng)理不在的情況下作為值班經(jīng)理。
39. Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
嚴(yán)格遵守現(xiàn)金收付手續(xù)。
40. Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
收取現(xiàn)金，信用卡，代金券，公司或第三方付費(fèi)等服務(wù)時(shí)要嚴(yán)格遵守酒店規(guī)定。
41. Maintains safety deposit boxes, ensuring that guests valuables are safe and secure at all times.
為客人提供保險(xiǎn)箱，保證他們的財(cái)物安全。
42. Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
跟進(jìn)擔(dān)保預(yù)訂及付款方式，確保酒店收入。
43. Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
確保所有帳單消費(fèi)的精準(zhǔn)性，為客人提供高效快捷的結(jié)帳服務(wù)。
44. Manages costs effectively by minimizing and controlling expenses.
控制花費(fèi)，節(jié)約成本。
45. Managers and approves rebates, refunds and discounts where applicable.
視情況給予必要的折扣，反款和優(yōu)惠。
46. Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.
抓住商機(jī)，用合理的方式提高酒店收入，確保客人感受到物有所值。
47. Adhere to the hotel’s security and emergency policies and procedures.
堅(jiān)持酒店安全制度、緊急情況處理規(guī)定和程序。
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