Provideguidance and leadership as the Executive Lounge Supervisor and ensureconsistent quality of customer service is provided to all guests in accordancewith by Hilton standard.
管理行政酒廊，對日常工作予以指導(dǎo)，為賓客提供一致高效的服務(wù)。
1.????????Observe performanceand encourage improvement. Monitor Executive Lounge traffic to make team memberingadjustments accordingly.
關(guān)注員工的表現(xiàn)并給予激勵。維持行政酒廊的秩序，根據(jù)需求進行人員調(diào)配。
2.????????Manage ExecutiveLounge operations by completing a checklist of important daily tasks,determining room and rate availability and making decisions that are in thebest interest of the hotel. Assist Guest Service Agents, Operators, BellAttendants and other departments with any questions or requests.
監(jiān)督行政酒廊的運轉(zhuǎn)，日常工作的完成，爭取利潤最大化。在前臺接待，康萊德服務(wù)中心接線員，行李員及其他部門有需要時予以協(xié)助。
3.????????Resolvecustomer complaints by conducting thorough research of the situation and themost effective resolution. Authorize revenue allowances to remedy problems onlyafter alternative solutions have been offered.
在徹底了解事件發(fā)生經(jīng)過的情況下解決客人投訴，在對提供多種解決方案仍無法解決投訴的情況下予以一定的收益補償。
4.????????Prepare andconduct daily pre-shift meetings, communicate effectively with all team memberand provide them with any information necessary to provide guest service inaccordance with Hilton standards.
主持日常例會，及時將希爾頓服務(wù)標(biāo)準(zhǔn)，對客服務(wù)的相關(guān)信息做有效傳遞。
5.????????Monitorperformance of team member with performance evaluations and discipline issues.Make recommendations for training related issues when inconsistencies developat the Executive Lounge? Desk. Regularattendance in conformance with the standards, which may be established byHilton from time to time, is essential to the successful performance of thisposition. Dueto the cyclical nature of the hospitality industry, employees maybe required to work varying schedules to reflect the business needs of thehotel.
對員工表現(xiàn)作出評估，不足之處予以指出并給予恰當(dāng)培訓(xùn)。在團隊中起到表率作用，能應(yīng)酒店需求調(diào)整工作時間。?????
6.????????Supportsand motivates front desk team members by leading by example and employingcompetent and consistent management practices.
通過訓(xùn)練及一致的管理，領(lǐng)導(dǎo)和激勵團隊員工。
7.????????Activelytakes part in training the team, supporting and leading formal trainingsessions and focusing on the job training to ensure that all team members areof 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。
8.????????Actsas a coach and mentor to team members, reinforcing standards and expectationsand motivating team members to strive for established targets.
做隊員的導(dǎo)師，提高員工水平，促進他們完成所設(shè)立的目標(biāo)。
9.????????Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labour Law and HR guidelines.
確保員工手冊，中國的勞動法，HR指南的一致性，必要的時候提供培訓(xùn)。
10.????Isinvolved with the development of high potential team members to ensure that allteam members are trained to progress to the next level of their career.
培訓(xùn)部門高潛能員工，促進工作水平的提高及進一步的職業(yè)規(guī)劃。
11.????Contributesto the hotel and team by sharing new ideas and suggestions for improvements,being innovative and creative to provide quality service and customer care toteam 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，為顧客和整個團隊提供高品質(zhì)服務(wù)。
12.????Responsiblefor the smooth induction and facilitation of training for new team members,ensuring that they are trained to the minimum level standard and that they cancompetently complete their job and that they know what is expected of them.
簡單易懂的培訓(xùn)新員工，使其盡快達到勝任工作的最低標(biāo)準(zhǔn),了解公司的期許與要求。???????
13.????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。
14.????Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Hiltonhonors and Frequent Flyer Number enquired about, and method of payment secured.
依照預(yù)訂為客人辦理入住，核對預(yù)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。
15.????Ensuringthat guests are escorted to their room that the hotel facilities and roomfeatures are explained, and that luggage is delivered in a prompt manner.
將客人送至客房，介紹客房布局，確保行李及時送達。
16.????Handlescomplaints promptly and efficiently, taking the necessary action, and informingthe Guest Relations Manager or Guest Service Manager for follow up, whereappropriate. Follows up with all guests to ensure satisfaction with problemresolution.
采取必要行動，及時有效的處理顧客的不滿，適當(dāng)?shù)臅r候告知值班經(jīng)理或賓客關(guān)系經(jīng)理。回訪客人，確保客人對解決方法滿意。
17.????Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation.
維護顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)確性。
18.????Actsas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized as an individual.
作為第一個VIP客人接待的部門，要確保客人得到個性化服務(wù)。
19.????Liaiseswith Sales, Reservations and the Business Development team to handle corporate.
協(xié)銷售，預(yù)定和業(yè)務(wù)發(fā)展團隊共同為公司客人提供服務(wù)。
20.????PromotesHilton honors and its associated benefits to guests who are not alreadyenrolled in the program. Ensures that existing Hilton honors members receivepersonal and professional service that recognizes them as important guests andthat their benefits are received.
引入新的榮譽客會會員，確保會員應(yīng)得利益，為會員提供優(yōu)質(zhì)專業(yè)的服務(wù)。
21.????Allocatesrooms in accordance to the guests reservation, preference and remarks,maintaining a systemized and sales focused approach to room inventorymanagement.
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.????Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way for the whole shift.
確保所有賓客檔案信息及時準(zhǔn)確錄入公安申報系統(tǒng)。
23.????AppliesHilton Brand Standards in each and every action, acting as a role model andexample of how the standards should be carried out in a practical setting.
遵循希爾頓品牌標(biāo)準(zhǔn)。
24.????Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton, MEAP & other properties in China.
掌握希爾頓酒店集團的基本概況。
25.????Isup 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。
26.????Ensurescommunication, coordination and cooperation between the front desk and other operatingdepartments, 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(wù)部等。
27.????Preparesthe Executive Lounge? for F&Bservice, monitoring service and preparation areas to ensure cleanliness andpresentation standards. Meets and greets regular and normal guests during theservice, ensuring satisfaction.
為行政酒廊提供餐飲服務(wù)，監(jiān)督管理使行政酒廊隨時都處于最佳狀態(tài)。問候行政酒廊的客人和常客確保客戶滿意度。
28.????Maintainsthe hotel systems to ensure accuracy of information and data, and that it iseasy to use and operated in an organized and systemized way. Also Ensures thatthe Front Desk equipment and systems are functioning at all times, and that thearea is maintained in a clean, tidy and organized way.
維護酒店電腦系統(tǒng)信息數(shù)據(jù)的準(zhǔn)確性，便于系統(tǒng)操作，確保前臺運營設(shè)備的正常運轉(zhuǎn)以及工作區(qū)域的整潔清潔。
29.????Passeson information effectively, ensuring that all necessary details arecommunicated to the intended person and that any pending action is completedand 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。參加日常例會及其他會議。
30.????Ensuresthat the Executive Lounge Manager and FOM are kept aware and up to date ofoperational issues.
匯報最新的工作進展，確保行政酒廊經(jīng)理，前廳經(jīng)理對整個部門營運狀況的了解。
31.????Ensuresthat the day-to-day functions of the Executive Lounge arecompleted. Including but not limited checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters,Discount and rate discrepancies, and registration cards.
確保完成行政酒廊每日的任務(wù)，其中包括但不僅僅限于工作的監(jiān)督，房間分配，報告，信用額度核對，電腦數(shù)據(jù)備份及主帳的核對等。
32.????ChecksRegistration cards, meeting and function information, billing instructions,financial records and reservation backup to ensure that all informationreceived is actioned upon.
核對入住登記表，會議及活動信息，預(yù)訂備份等。?
33.????Completesreports where and when requested, ensuring that they are complete and deliveredon time to the respected party.
如有要求，提供完整的報告，并及時送至所需部門。
34.????Ensuresthat the front desk is kept stocked and maintained with requisitions and thatpar levels are maintained and stock tracked.
節(jié)約成本，確保存貨不浪費。
35.????Keepsup to date and aware of competitor activities in order to be proactive andcreate market advantage.
警惕商業(yè)競爭行為，促進積極的市場發(fā)展。
36.????Adheresto the hotel selling strategy of Demand Based Pricing and maintains rateintegrity by offering clear, transparent, and value for money rates to guests.
根據(jù)價格要求向客人提供相應(yīng)物有所值的物品。
37.????Complieswith Health & Safety, Emergency Management, disaster Manual, and Fireprocedures and regulations. In the absence of the Guest Relations Manager, is apart of the Fire Team ands takes action accordingly.
按照健康安全，危機管理部門，災(zāi)難處理方法，救火程序執(zhí)行。在賓客關(guān)系經(jīng)理不在場的情況下，參與救助行動。??
38.????Adheresstrictly to standard cash handling procedures amongst team members, ensuringthat all team members balance their float and drop the required amount.
嚴(yán)格遵守現(xiàn)金收付手續(xù)，確保所有行政酒廊接待的現(xiàn)金帳目準(zhǔn)確無誤，收支平衡。
39.????Adheresto the company credit policy at all times when handling cash, credit cardtransactions, city ledger, providing currency exchange services, LPO and thirdparty payments for rooms, meetings, F&B and any other charges that may beincurred by guests.
收取現(xiàn)金，信用卡，代金券，公司或第三方付費等服務(wù)時要嚴(yán)格遵守酒店規(guī)定。
40.????Maintainssafety deposit boxes, ensuring that guests valuables are safe and secure at alltimes.
為客人提供保險箱，保證他們的財物安全。
41.????Followsup on outstanding accounts to ensure no loss of revenue and secures method ofpayment for upcoming reservations.
跟進擔(dān)保預(yù)訂及付款方式，確保酒店收入。
42.????Maintainsthe efficiency of departure by checking all guests folios to ensure accuracy ofcharges.
確保所有帳單消費的精準(zhǔn)性，為客人提供高效快捷的結(jié)帳服務(wù)。
43.????Managescosts effectively by minimizing and controlling expenses.
控制花費，節(jié)約成本。
44.????Maintainsawareness of sales opportunities within the hotel, maximizing revenue in anethical and responsible manner, ensuring the guests receive value for money andadhering to Hilton Brand Standards.
抓住商機，用合理的方式提高酒店收入，確保客人物有所值。
45.????Complete daily checklistsof duties, to assure that appropriate reports are filed, and use analysis andjudgment skills when preparing room discrepancy report.
按程序完成日常工作，準(zhǔn)備報表，對房價差異報表予以分析。
46.???? PreRegister all VIP’s and Hilton Hhonors Reservations so that the rooms may be inspected, andat the same time to ensure amenities are delivered to the correct? Rooms.
做好VIP和希爾頓會員抵店前的準(zhǔn)備工作，確保VIP禮物的及時擺放。
47.???? Preparedaily forecast of expected arrivals and departures using analysis and judgmentskills.
對已有數(shù)據(jù)進行分析整理，做好預(yù)抵和預(yù)離的報表。
48.???? Operationof office equipment such as facsimile and photocopier as needed.
對行政酒廊的設(shè)施設(shè)備和文具用品予以管理，如傳真機，影印機等。
49.???? Respondpromptly to guest requests for a supervisor of manager.
對客人的合理要求予以快速恰當(dāng)?shù)姆答仭?50.????The managementreserves the right to change / extend this job description if necessary at anypoint of time during her / his employment.
如有必要，該部門有權(quán)更改或補充該職位描述。
51.????Carries out any other reasonable duties andresponsibilities as assigned.
完成任何其他合理的職責(zé)和被指派的職責(zé)。
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