【職位描述】
1.Create a warm and welcoming experience for guests by concentrate on observing and collecting guest staying preference. Allocates rooms in accordance to the guests reservation, preference and remarks
致力于關注和搜集客人喜愛的入住體驗，為客人創造熱情周到的服務。按照客人的預定或喜好安排房間。
2.Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money
抓住商機，用合理的方式提高酒店收入，確保客人感受到物有所值。
3.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 arrange team members on duty as required. Manages costs effectively by minimizing and controlling expenses.
與員工有效的溝通，提供明確指示，關注員工的表現并給予激勵。依相關程序面試，挑選，培訓，督導，評估，管理前廳部所有員工。留意大堂交通狀況，根據需求進行人員調配。控制花費，節約成本。
4.Resolves guest concerns, and implements resolutions by using discretion and judgment. Handles complaints promptly and efficiently, taking the necessary action. Follows up with all guests to ensure satisfaction with problem resolution.
用敏銳的判斷力和決斷力解決客戶的問題。采取必要行動，及時有效的處理顧客的不滿。回訪客人，確保客人對解決方法滿意。
5.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.
關注VIP及有特殊要求的預訂，及時更新系統相關信息，確保VIP及團隊預訂的良好運作。監督住店客人房價變更情況。
6.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人員，讓賓客滿意。參加日常例會及其他會議。
7.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，相關勞動法，HR相關政策的一致性，必要的時候提供培訓。
8.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.
根據希爾頓PDR標準，進行1：1的面談，確保對每個員工的公平，為員工提供繼續發展的平臺。
9.Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer Number enquired about, and method of payment secured.
依照預訂為客人辦理入住，核對預訂信息，希爾頓榮譽客會號及航空公司會員號，確保入住登記表的完整性及付款方式安全有效。
10.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，確保行李及時送達。
11.Promotes Hilton Honors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
引入新的榮譽客會會員，確保會員應得利益，為會員提供優質專業的服務。
12.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錄入公安申報系統。
13.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標準并貫徹到實際的運作當中。
14.Be up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。
15.Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
確保前臺和其他部門間的溝通交流，特別是客房部，餐飲部和財務部等。
16.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.
維護酒店電腦系統信息數據的準確性，便于系統操作，確保前臺運營設備的正常運轉以及工作區域的整潔清潔。
17.Ensures that the Front Office Manager is kept aware and up to date of operational issues.
匯報最新的工作進展，確保前廳經理對整個部門營運狀況的了解。
18.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.
確保完成前臺每日的任務，包括核對，報告，信用額度核對，網上備份等。
19.Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.
警惕商業競爭行為，促進積極的市場發展。
20.Complies with Health & Safety, Emergency Management, disaster Manual, Fire procedures and regulations.
按照健康安全，危機管理部門，災難處理方法，救火程序執行。
【任職要求】
1. At least 1 year professional experience beyond the degree
具有至少一年相關工作經驗。
2.Working experience in similar five star international chain hotel is preferred.
具有同等國際連鎖星級酒店工作經驗者優先。
3.Team work spirit
團隊精神。
4.Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
優越的數據理解性，能對日常營運的數據給予合理恰當的解釋。
5.Thorough organization and supervisory skills proficient in accomplishing the task.
組織管理與督導技能。
6.Ability to work under pressure and deal with stressful situations during busy periods.
能在強壓下勝任工作。
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