Position Summary職位概述 This position is concerned with overall responsibility over Service Department?operation and personnel with the hotel and a liaison role with all other departmental managers. 此職位的工作職責包括負責整個服務部的運營工作和員工的管理工作，同時負責與其他部門經理之間進行有效的溝通。 1.?To be responsible for the maximization of room revenue and profit through commercial rooms management; ensuring a consistently high standard of customer service within the department. 通過有效的商業運營，達到酒店利益的最大化；確保部門員工給客人提供一貫高標準的服務。 2.?To maximize room sales and revenue for the hotel. Planning and monitoring of any upselling campaign being established at the Service Department. 為酒店創造最高的收益。制定計劃并時時監控服務部已實施的促銷活動。 3.?To maintain a high standard of customer relations/customer service within Service Department. 維護并保持服務部與住店客人之間良好的關系，同時提供高標準的服務。 4.?To develop and maintain a high performance of communication relating to business opportunity between the hotel and the BD. 發展和保持酒店與銷售部門之間關于尋找商業發展機會上高效的溝通。 5.?Leads and motivates team members by leading by example and employing competent and consistent management practices. 通過訓練領導和激發團隊員工。 6.?Identifies needs and training requirements of team members. 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. 考察團隊成員的訓練需求。積極地參加職業培訓, 讓員工保持水平一致。 7.?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，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。 8.?Responsible for the hiring and termination of team members, ensuring that all available positions are filled and grooming team members to fill vacancies. Ensuring that there is a consistent quality of team members employed in the department. 對雇用和解雇員工負責, 確定所有的位置都有合適的人選。確保部門中成員的一致水平。 9.?Handles complaints promptly and efficiently, taking the necessary action. Follows up with all guests to ensure satisfaction with problem resolution. 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。 10.?Check guest`s satisfaction, solve the problem in time , pass the information?to the people who`s concerned, and keep the record. 詢問客人的滿意度，如有意見及時反饋給相關人員。并且做好顧客意見記錄。 11.?Supervises Service Department team?member?to insure smooth and efficient operation during the assigned shift . 督促管理當值期間服務部接待工作，確保提供優質高效的服務。 12.?Communicates effectively both orally and in writing to provide clear direction to team member. Assigns and instructs guest service agents in the details of work Observes performance and encourages improvement. 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。 13.?Manages Service Department?, resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment . 管理服務部，用敏銳的判斷力和決斷力對當值期間的突發狀況予以迅速解決。 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. 培訓新員工，使其盡快達到勝任工作的最低標準，了解公司的期許與要求。 15.?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，用合理的方式提高酒店收入，確保客人感受到物有所值。 16.?Communicates results from SALT&QA, informing the team of results, areas of weakness and strength and the following action. 熟悉SALT和QA 報告，告之團隊成員所存在的問題，強處和弱處，以及接下來要做的事情。 17.?Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation. 維護顧客檔案和信息，確保有效的預定。 18.?Understand and grasp the VIP to store information, to ensure that their personalized service. 了解并掌握VIP到店信息，要確保他們的個性化服務。 19.?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. 確保為希爾頓榮譽會員顧客提供優質專業的服務，建議顧客加入會員。 20.?Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management. 按照客人的預定或喜好安排房間，并做詳細目錄管理。 21.?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報告系統。 22.?Is up to date with information on facilities, attractions, places of interest, sights and activities in and around Hotel. 了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。 23.?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. 引入新的榮譽客會會員，確保會員應得利益，為會員提供優質專業的服務。 24.??Ensuring the shift is reviewed and hand-over and briefings are carried out. 確保每個班次的回顧，交接班及例會的召開。 25.?Developing action plans to address shortfalls in Standards and identifying shortfalls before they affect customer service. 針對工作中的不足制定計劃，以避免影響對客服務質量。 Specific Job Knowledge, Skill and Ability工作技能技巧要求： 1.?Communicates effectively and clearly. 有效清晰交流。 2.?Actively listens and builds on other ideas. 積極聆聽、多方位思考。 3.?Is culturally sensitive. 文化敏感。 4.?Good written and verbal skills. 良好寫作和口頭表達能力。 5.?Strong leadership and people management skills, added with good training skills. 較強的領導和人員管理技能，附加培訓技能。 6.?Guest oriented and able to confidently build and exceed the service standards. 以客戶為導向，并能夠自信地建立和超過服務標準。? 7.?Strong interpersonal skills and attention to detail. 較強的人際處理能力并關注細節。 8.?Ability to access and accurately input information using a moderately?complex computer system , including Hilton property management systems . 能快速有效的運用電腦操作系統，包括希爾頓自有的管理系統。 Required Qualifications必要的資歷要求： 1.?Basic?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。 2.?Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts. 擅長于處理賓客關系，能快速有效的應對各種問題。 3.?Ability to work under pressure and deal with stressful situations during busy periods. 能在強壓下勝任工作。 Preferred Qualifications更高的資歷要求： 2?or 3?years of related working?experience preferred. 兩至三年相關工作經驗者優先。 Line operations management and labor related experience preferred. 有運營部門工作經驗者將被優先考慮。 Working experience within Hilton Group. 有希爾頓集團內部酒店的工作經驗。

【崗位職責】 1、全面負責前廳部的日常運營管理工作； 2、制定并優化前廳部工作流程及服務標準，確保為客人提供高效、專業的服務體驗； 3、處理客人投訴及突發事件，及時解決問題并提升客戶滿意度； 4、負責前廳部員工的排班、培訓、績效考核及團隊建設，提升員工業務能力與服務意識； 5、與其他部門（如客房部、餐飲部、銷售部等）保持密切溝通，確保酒店整體運營順暢； 6、監控前廳部運營成本，合理控制預算及物資使用； 7、定期分析前廳部運營數據（如入住率、客人反饋等），提出改進建議并落實執行； 8、確保前廳部各項設施設備正常運行，及時上報維修或更新需求。 【崗位要求】 1、具備酒店管理或相關領域工作經驗，熟悉前廳部各崗位工作流程及標準； 2、優秀的溝通協調能力及團隊管理能力，能夠高效處理多任務工作； 3、較強的客戶服務意識及應變能力，能妥善處理客人投訴及突發事件； 4、熟練使用酒店管理系統及辦公軟件； 5、具備良好的數據分析能力，能根據運營數據提出優化方案； 6、工作細致、責任心強，能適應高強度工作及輪班安排； 7、英語口語流利者優先考慮。

1.?To be responsible for the maximization of room revenue and profit through commercial rooms management; ensuring a consistently high standard of customer service within the department. 通過有效的商業運營，達到酒店利益的最大化；確保部門員工給客人提供一貫高標準的服務。 2.?To maximize room sales and revenue for the hotel. Planning and monitoring of any upselling campaign being established at the Service Department. 為酒店創造最高的收益。制定計劃并時時監控服務部已實施的促銷活動。 3.?To maintain a high standard of customer relations/customer service within Service Department. 維護并保持服務部與住店客人之間良好的關系，同時提供高標準的服務。 4.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，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。 5.?Handles complaints promptly and efficiently, taking the necessary action. Follows up with all guests to ensure satisfaction with problem resolution. 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。 6.?Check guest`s satisfaction, solve the problem in time , pass the information?to the people who`s concerned, and keep the record. 詢問客人的滿意度，如有意見及時反饋給相關人員。并且做好顧客意見記錄。 7.?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. 確保信息有效的傳達到人，及時解決問題讓客人滿意，參加每日必須的會議等。 8.Uses creative management skills to solve guest and team member problems . Ensures compliance with company standards to ensure consistent high quality guest relations . 遵循酒店規章制度，維持優質高效服務的基礎上設法解決所有賓客及員工遇到的困難和問題。 9.?Manages Service Department?, resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment . 管理服務部，用敏銳的判斷力和決斷力對當值期間的突發狀況予以迅速解決。 10.?Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation. 維護顧客檔案和信息，確保有效的預定。 11.?Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management. 按照客人的預定或喜好安排房間，并做詳細目錄管理。 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報告系統。 13.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. 引入新的榮譽客會會員，確保會員應得利益，為會員提供優質專業的服務。 14.?Maintaining in-depth technical knowledge and skills required for the job. 保持崗位所需的知識的更新。 15.Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責和被指派的職責。 Specific Job Knowledge, Skill and Ability工作技能技巧要求： 1.?Communicates effectively and clearly. 有效清晰交流。 2.?Actively listens and builds on other ideas. 積極聆聽、多方位思考。 3.?Is culturally sensitive. 文化敏感。 4.?Good written and verbal skills. 良好寫作和口頭表達能力。 5.?Strong leadership and people management skills, added with good training skills. 較強的領導和人員管理技能，附加培訓技能。 6.?Guest oriented and able to confidently build and exceed the service standards. 以客戶為導向，并能夠自信地建立和超過服務標準。? 7.?Strong interpersonal skills and attention to detail. 較強的人際處理能力并關注細節。 8.?Ability to access and accurately input information using a moderately?complex computer system , including Hilton property management systems . 能快速有效的運用電腦操作系統，包括希爾頓自有的管理系統。 Required Qualifications必要的資歷要求： 1.?Basic?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。 2.?Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts. 擅長于處理賓客關系，能快速有效的應對各種問題。 3.?Ability to work under pressure and deal with stressful situations during busy periods. 能在強壓下勝任工作。

1、傾聽解決客人投訴問題，并跟進及時了解客人的要求，以保證客人的滿意度。 2、 全面負責酒店貴賓接待工作。 3、協調酒店各部門做好貴賓接待準備工作 。 4、負責在酒店大堂區域與貴賓溝通工作：包括迎送，回答貴賓咨詢等 。 5、對客戶進行重點關注，保持良好的溝通，全權負責有效會員的招募和信息錄入準確率等相關工作。

【崗位職責】 1、健全各種問訊資料。 2、掌握客房預訂情況，向部門經理報告重要團體和客人的訂房情況，檢查VIP通知單的發送情況，負責VIP接待工作的落實。 3、處理總臺工作中的差錯，處理賓客有關投訴。 4、負責總臺財產、設備的使用管理和保養工作，及各類資料的收集、存檔及管理工作。 5、檢查每日的報表是否有誤，并及時糾正。 6、建立體質良好的賓客關系，努力增加客房銷售。 【崗位要求】 1、大專以上學歷，有同崗位工作經驗3年以上。 2、有良好的團隊領導精神及執行力。工作認真負責，作風正派。 3、熟練掌握前廳部工作的各個環節和程序。 4、身體健康，品貌端正，氣質高雅。 5、掌握酒店管理基礎知識，善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

Position Summary職位概述 Provide leadership and guidance to Lobby and?service agent?during the assigned shift to ensure consistent quality service is provided.?Direct supervision of team member is necessary, while ensuring that all guests receive optimum?.Service in accordance with the standards, policies and procedures of DT by Hilton?Shenzhen. 負責當值期間領導服務員做好各個區域接待工作，提供一致高效的服務。直接督導員工的工作，通過本酒店的規章制度以確保為客人提供符合標準的完美服務。 1.?Supervises staff to insure smooth and efficient operation during the assigned shift . 督促管理當值期間部門接待工作，確保提供優質高效的服務。 2.?Manages Service Department , resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment. 管理服務部，用敏銳的判斷力和決斷力對當值期間的突發狀況予以迅速解決。 3.?Ensures that the day-to-day functions of the?F/D and first line?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, registration cards?and ADD management. 確保本部門及輔助一線部門的日常管理，包括但不局限于工作的監督、房間分配、報告、信用額度核對、電腦數據備份、主帳的核對及餐廳管理等。 4.?Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice , listens to and understands requests , issues and situations from both guests and team members. Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. 友好誠摯的問候，耐心傾聽，溝通并解決所有賓客與員工的困難和問題。在團隊中起到表率作用，能應酒店需求調整工作時間。 5.?Supports and motivates Service Department team members by leading by example and employing competent and consistent management practices. 通過以身作則及實踐管理，領導和激勵團隊員工。 6.Actively takes part in training the team, supporting and leading formal training sessions and focusing on the job training to ensure that all team members are of the same standard. Also attends training where and when required. 積極地參加職業培訓,讓員工保持水平一致。 7.?Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets. 做員工的導師，提高員工水平，促進他們完成所設立的目標。 8.?Provide leadership and direction for all team members?while on duty by offering professional skills and leading by example. 通過體現自身的專業素質，為服務部其他員工樹立良好榜樣。 9.?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. 簡單易懂的培訓新員工，使其盡快達到勝任工作的最低標準,了解公司的期許與要求。 10.?Assist the service managers with training all team member for ‘induction training’ and ‘on the job training’. 協助經理進行就職培訓及在職培訓。 11.?Ensures that the Assistant?Service Department and Guest Service Manager?are kept aware and up to date of operational issues. 匯報最新的工作進展，確保服務經理對部門營運狀況的了解。 12.Assist with preparing rosters and job schedules for team member to meet business needs (taking into consideration internal activities and occupancy and external events, promotions etc). 協助準備制定每位員工的排班表，及工作安排。（考慮內部活動，客人入住率，特殊活動及產品促銷等） 13.?To supervise the outlet?roster on a daily basis and ensure it is in line with the changing business levels. Make any changes in order to achieve the service standards and budget goals. 在生意變化的基礎上調整員工排班，做任何變化要確保服務質量及預算。 14.?By ensuring all team member is briefed for the details of the shift ahead. 確保所有員工提前了解換班的詳細安排。 15.?Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel. 了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。 16.?Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonors 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。 17.?Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation. 維護顧客檔案和信息，確保預訂的有效性和準確性。 18.?Understand and grasp the VIP to store information, to ensure that their personalized service. 了解并掌握VIP到店信息，要確保他們的個性化服務。 19.?Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors 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。 20.?Allocates rooms in accordance to the guest reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.?Handles guest relocations as required . 按照客人的預定或喜好安排房間，并做詳細目錄管理。幫助客人解決換房間事宜。 Specific Job Knowledge, Skill and Ability??工作技能技巧要求： 1.?Ability to read, write, speak and understand the English language to communicate effectively?with guests and employees. 能有效的用英語溝通交流。 2.?Ability to access and accurately input information using a moderately?complex computer system , including Hilton property management systems . 能快速有效的運用電腦操作系統，包括希爾頓自有的管理系統。 3.?Interpersonal skills to provide overall guest satisfaction. 以較強的人際交往能力提高客人滿意度。 Required Qualifications必要的資歷要求： 1.?Basic?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。 2.?Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts. 擅長于處理賓客關系，能快速有效的應對各種問題。 3.?Ability to work under pressure and deal with stressful situations during busy periods. 能在強壓下勝任工作。 Preferred Qualifications更高的資歷要求： 2?or 3?years of related working experience?preferred. 兩至三年相關工作經驗者優先。 2.?Line operations management and labor related experience preferred. 有運作部門工作經驗者將被優先考慮。

工作技能技巧要求： 1. Ability to read, write, speak and understand the English language to communicate effectively with guests and employees. 能有效的用英語溝通交流。 2. Ability to access and accurately input information using a moderately complex computer system , including Hilton property management systems . 能快速有效的運用電腦操作系統， 包括希爾頓自有的管理系統（ONQ）。 3. Interpersonal skills to provide overall guest satisfaction. 以較強的人際交往能力提高客人滿意度。 資歷要求： 1. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts. 擅長于處理賓客關系，能快速有效的應對各種問題。 2. Ability to work under pressure and deal with stressful situations during busy periods. 能在強壓下勝任工作。 Preferred Qualifications 更高的資歷要求： 1. 2 or 3 years of related working experience prefered. 兩至三年相關工作經驗者優先。

【崗位職責】 1、執行主管的工作指示，協助主管的日常工作。 2、參與各項服務活動，發現問題及時糾正。 3、檢查員工的儀表儀容、勞動紀律、行為規范和工作態度，使之達到部門要求。 4、掌握酒店各項優惠政策和房價政策，了解客房狀況和出租率。 5、檢查預訂資料及ＶＩＰ通知單，合理安排賓客的入住。 6、確保入住登記單詳細、準確、清晰，符合有關部門的規定。 【崗位要求】 1、大專以上學歷，有同崗位工作經驗2年以上。 2、熟悉前臺的各項業務。 3、精通前臺的各項接待程序，溝通能力較強，解決工作中的各種疑難，處理各種投訴。 4、性格開朗，有良好的個人修養，工作認真負責，作風正派。

【崗位職責】 1、查看交班記錄，了解上一班的移交事項，并負責處理； 2、熟悉預訂資料，了解客情，尤其要記住即將來電的貴賓、常客的姓名，了解酒店的所有活動； 3、熟悉酒店有關客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經濟效益； 4、熟練總臺各項專業業務和技能，搞好對客服務； 5、熟練掌握店內信息，提供準確的問訊服務； 6、負責為下榻酒店的賓客辦理入住登記手續； 7、負責客房鑰匙的管理和發放工作并嚴格遵守驗證制度； 8、制作有關報表，為其它部門提供準確的接待信息。 【崗位要求】 1、大專以上文化程度，有一定的英語基礎； 2、性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感； 3、通曉酒店各項對客政策、設施設備及服務種類以及總臺工作程度和規范。

【崗位職責】 1、負責將廚房制作完成的菜品準確、高效地傳送到指定餐桌，確保菜品溫度、擺盤及衛生標準符合要求； 2、協助服務員進行餐桌布置、餐具擺放及餐前準備工作，保持餐廳環境整潔有序； 3、及時響應顧客需求，協助處理簡單的服務問題，如添加餐具、更換菜品等； 4、熟悉餐廳菜單及菜品特色，能夠為顧客提供基礎的菜品介紹； 5、配合團隊完成每日開餐前和收餐后的清潔整理工作，包括餐具回收、區域打掃等； 6、遵守餐廳服務流程及安全規范，確保傳菜過程中的安全與效率。 【崗位要求】 1、身體健康，能適應長時間站立及走動的工作強度； 2、具備良好的服務意識和團隊協作精神，愿意主動配合他人完成工作； 3、學習能力強，能夠快速掌握餐廳服務流程及菜品知識； 4、工作認真負責，注重細節，能高效完成傳菜任務； 5、無學歷及工作經驗要求，有餐飲行業相關經驗者優先； 6、年齡不限，歡迎對餐飲服務行業有興趣的求職者加入。

【崗位職責】 1、確保自己的服飾、發型整潔、淡妝等方面全部符合規定的要求。 2、查看交班記錄，了解上一班的移交事項，并負責處理。 3、熟悉預訂資料，了解客情，尤其要記住即將來店的貴賓、常客的姓名，了解酒店的所有活動。 4、熟悉酒店有關客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經濟效益。 5、熟練總臺各項專業業務和技能，搞好對客服務。 6、熟練掌握店內外信息，提供準確的問訊服務。 7、負責為下榻酒店的賓客辦理入住登記手續。 8、負責客房鑰匙的管理和發放工作并嚴格遵守驗證制度。 9、制作有關報表，為其它部門提供準確的接待信息。 【崗位要求】 1、大專以上文化程度，懂得英語。 2、性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感。 3、通曉酒店各項對客政策、設施設備及服務種類以及總臺工作程度和規范。 4、相貌端正，身體健康。

【崗位職責】 1、查看交班記錄，了解上一班的移交事項，并負責處理； 2、熟悉預訂資料，了解客情，尤其要記住即將來電的貴賓、常客的姓名，了解酒店的所有活動； 3、熟悉酒店有關客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經濟效益； 4、熟練總臺各項專業業務和技能，搞好對客服務； 5、熟練掌握店內信息，提供準確的問訊服務； 6、負責為下榻酒店的賓客辦理入住登記手續； 7、負責客房鑰匙的管理和發放工作并嚴格遵守驗證制度； 8、制作有關報表，為其它部門提供準確的接待信息。 【崗位要求】 1、性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感； 2、通曉酒店各項對客政策、設施設備及服務種類以及總臺工作程度和規范。

Position Summary職位概述 1.?To maintain a high customer service focus by approaching your job with the customers always in mind. 在整個工作過程中，始終保持高度的客戶服務意識。 2.?To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. 持積極的工作態度，做好本職工作，并且主動解決問題，能夠始終清晰的與客人或同事進行交流。 3.?Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges. 確保所有賬單消費的精準性，為客人提供高效快捷的結賬服務。 4.?If necessary, to help the guest to accept reservations, detailed document the location of the room, be fond of, prices, telephone and special requirements, etc. 如有必要，幫助客人訂房，詳細記錄房型、喜好的位置、價格、電話以及特殊要求等。 5.??Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors 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。 6.?Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonors 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。 7.?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。 8.?Is up to date with information on facilities, attractions, places of interest, sights and activities in and around?hotel. 了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。 9.??Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges. 確保所有賬單消費的精準性，為客人提供高效快捷的結賬服務。 10.?Ensure the correct operation of the switchboard for fast and efficient transferring of internal and externalcalls.?Greets customers immediately with a friendly and sincere welcome. Responds to inquiries withaccurateinformation regarding hours of outlet operation, directions to local attractions, ormeeting rooms, etc.according to individual needs. 快速高效的轉接所有來電，誠摯友好的問候客人。快速精準的回答和應對客人提出的問題及要求，其中包括各消費場所的營運時間方位等。 11.?Greets all guests communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel. 交流的時候熱情的語調和所有賓客問候，讓他們覺得受到酒店的歡迎。 12.?Display professional behavior at all times. 在工作過程中始終體現職業素質。 13.?Report any accidents/incidents to the Supervisor/service Manager. 向上一級主管或經理匯報發生的任何事故。 Specific Job Knowledge, Skill and Ability工作技能技巧要求： 1.?Considerable skill in the use of a calculator to perform moderately complex mathematicalcalculations without error . 能運用計算器材準確無誤的進行各種數據運算。 2.?Ability to read, Listen and communicate effectively in English, both verbally and in writing . 能用英語有效的傾聽和進行溝通。 3.?Ability to access and accurately input information using a moderately complex computer system . 熟練操作酒店電腦操作系統。 Required Qualifications必要的資歷要求： 1.?Ability to effectively deal with internal and external customers , some of whom will require high levels of patience , tact and diplomacy to defuse anger , collect accurate information?and resolve conflicts . 擅長于處理賓客關系，能有效快速的應對處理各種問題。 2.?Interpersonal skills to provide overall guest satisfaction. 以較強的人際交往能力提高客人滿意度。 3.?Ability to work under pressure and deal with stressful situations during busy periods. 能在強壓下勝任工作。 Preferred Qualifications更高的資歷要求： 1?or 2?years of related workingexperience?preferred. 一至兩年相關工作經驗者優先。 Diplomatic, creative and flexible. 具有策略性、創造性及靈活性。

1、做好客人登記入住、離店相關手續及客人問詢等工作。 2、大專及以上學歷，良好的英語口語能力，人際溝通能力。 3、適應倒班制，有酒店相關工作經驗者優先。

【崗位職責】 1、全面負責賓客服務中心的日常運營管理工作，確保服務質量符合酒店標準 2、統籌安排前臺接待、禮賓服務、電話總機等崗位的工作協調與人員調配 3、處理賓客投訴及突發事件，及時解決問題并做好記錄與反饋 4、監督并指導員工執行標準化服務流程，定期進行服務質量評估 5、負責部門員工的排班、培訓及績效考核工作 6、與其他部門保持良好溝通，確保跨部門協作順暢 7、定期分析賓客反饋數據，提出服務改進方案 【崗位要求】 1、具備酒店管理或相關服務行業工作經驗者優先 2、優秀的溝通協調能力和突發事件處理能力 3、能夠承受工作壓力，適應輪班工作制 4、普通話流利，掌握基礎英語會話能力 5、熟練使用酒店管理系統及辦公軟件 6、具備團隊管理經驗者優先考慮 7、形象氣質良好，具有親和力和服務意識

Provide guidance and leadership as the Executive Lounge Supervisor andensure consistent quality of customer service is provided to all guests inaccordance with by Hilton standard. 管理行政酒廊，對日常工作予以指導，為賓客提供一致高效的服務。 ? ? ? ??Observe performanceand encourage improvement. Monitor Executive Lounge traffic to make membering adjustmentsaccordingly. 關注員工的表現并給予激勵。維持行政酒廊的秩序，根據需求進行人員調配。 ? ? ??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. 監督行政酒廊的運轉，日常工作的完成，爭取利潤最大化。在前臺接待，康萊德服務中心接線員，行李員及其他team部門有需要時予以協助。 ? ? ??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. 在徹底了解事件發生經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。 ? ? ?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，及時將希爾頓服務標準，對客服務的相關信息做有效傳遞。 ? ? ? ??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. 對員工表現作出評估，不足之處予以指出并給予恰當培訓。在團隊中起到表率作用，能應酒店需求調整工作時間。????? ? ? ? ??Supports and motivates front desk teammembers by leading by example and employing competent and consistent managementpractices. 通過訓練及一致的管理，領導和激勵團隊員工。 做隊員的導師，提高員工水平，促進他們完成所設立的目標。 ? ?Maintains discipline amongst teammembers, ensuring consistency in accordance with the team 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。 ? ? ??Is involved with the development ofhigh potential team members to ensure that all team members are trained toprogress to the next level of their career. 培訓部門高潛能員工，促進工作水平的提高及進一步的職業規劃。 ? ? ??Contributes to the hotel and team bysharing new ideas and suggestions for improvements, being innovative andcreative to provide quality service and customer care to team members andguests. 致力于酒店工作，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。 ? ? ??Responsible for the smooth inductionand facilitation of training for new team members, ensuring that they aretrained to the minimum level standard and that they can competently completetheir job and that they know what is expected of them. 簡單易懂的培訓新員工，使其盡快達到勝任工作的最低標準,了解公司的期許與要求。??????? ? ? ? ??Expected and immediately“at-home” when they arrive. 為顧客提供熱情周到的服務，有賓至如歸感。 ? ? ??Checking-in guests in accordance withtheir reservation details, ensuring that the registration card is completed,reservation information confirmed, Hilton honors and Frequent Flyer Numberenquired 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。 ? ? ??Ensuring that guests are escorted totheir room that the hotel facilities and room features are explained, and thatluggage 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。 ? ? ? ?Handles complaints promptly andefficiently, taking the necessary action, and informing the Guest RelationsManager or Guest Service Manager for follow up, where appropriate. Follows upwith all guests to ensure satisfaction with problem resolution. 采取必要行動，及時有效的處理顧客的不滿，適當的時候告知值班經理或賓客關系經理。回訪客人，確保客人對解決方法滿意。 ? ?Maintains awareness of guest’s profileand specific preferences, ensuring that they are acted upon for eachreservation. 維護顧客檔案和信息，確保預訂的有效性和準確性。 ? ??Acts as the first point of contact andliaison for VIP guests, ensuring that they are treated personally andrecognized 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。 ? ??Liaises with Sales, Reservations and theBusiness Development team to handle corporate. 協銷售，預定和業務發展團隊共同為公司客人提供服務。 ? ? ?Promotes Hilton honors and itsassociated benefits to guests who are not already enrolled in the program.Ensures that existing Hilton honors members receive personal and professionalservice that recognizes them as important guests and that their benefits arereceived. ? ??Allocates rooms in accordance to theguests reservation, preference and remarks, maintaining a systemized and salesfocused approach to room inventory management. 按照客人的預定或喜好安排房間，并做詳細目錄管理。

職位名稱：酒店總經理（Hotel General Manager） 公司簡介： 我們是一家國際高端品牌酒店，致力于為每一位賓客提供超越期待的住宿體驗。融合了現代奢華與溫馨服務，我們的酒店遍布國內外多個知名城市及旅游勝地。秉承“以客為尊，追求卓越”的服務理念，我們不斷探索創新，力求在每一個細節中展現卓越品質。現因業務擴張及團隊升級需要，誠邀具有豐富高端酒店管理經驗及卓越領導才能的專業人士加入，共同開啟酒店業的新篇章。 職位描述： 作為酒店總經理，將是酒店運營的核心領導者，負責全面規劃、組織、指揮、協調及監督酒店的日常運營與長期發展。需要確保酒店服務質量、客戶滿意度、財務績效及品牌形象達到最高標準，同時帶領團隊實現業務目標，創造持續增長的價值。 主要職責： 1. 戰略規劃與執行：制定并執行酒店的整體運營策略，包括市場營銷、客房銷售、餐飲服務、人力資源及財務管理等。 2. 客戶服務管理：監督并確保所有賓客服務的高標準執行，提升客戶滿意度與忠誠度。 3. 團隊管理與發展：建立并維護高效、專業的團隊，通過培訓與發展計劃提升員工技能和職業滿意度。 4. 財務管理：監控酒店財務狀況，有效控制成本，提高運營效率，實現盈利目標。 5. 市場營銷與品牌建設：制定并執行有效的市場營銷策略，提升酒店知名度與市場份額，維護品牌形象。 6. 危機管理：有效應對突發事件，確保酒店運營安全與賓客安全，維護酒店聲譽。 任職要求： 1. 教育背景：本科及以上學歷，酒店管理、旅游管理、工商管理或相關專業優先。 2. 工作經驗：至少8年以上高端星級酒店管理經驗，熟悉國際酒店業標準和流程。其中至少3年擔任酒店總經理或同等級別職務。且為長期連續擔任（不接受僅擔任幾個月的候選人）。在多個職能領域（如客房、餐飲、銷售、市場營銷等）有深厚的實踐經驗。 3. 專業技能：精通酒店運營管理、財務管理、市場營銷及人力資源管理；熟悉酒店行業相關法律法規。 4. 領導力：具備出色的領導力、決策能力和團隊管理能力，能夠激發團隊潛能，帶領團隊實現目標。 5. 溝通能力：優秀的中英文溝通能力，能夠與不同背景的人有效溝通。 6. 創新思維：具備敏銳的市場洞察力，勇于創新，不斷探索提升服務品質的新方法。 我們提供： - 競爭性的薪資待遇與績效獎金 - 完善的福利體系（包括但不限于五險一金、帶薪休假、員工培訓與發展機會） - 國際化的工作環境與職業發展平臺 - 廣闊的職業晉升空間與個人價值實現的機會 應聘方式： 請將您的簡歷發送至[364253160@qq.com]，郵件主題請注明“應聘酒店總經理-姓名”。我們將在收到簡歷后的一周內與合適的候選人聯系，安排面試事宜。期待您的加入，共同開創輝煌未來！

崗位職責 1、負責前廳各種文稿的打印、發送，文件材料的領取。 2、辦理各類文件的收發、登記、閱簽、清退、整理、歸檔、保密工作。 3、負責前廳辦公室的日常管理工作，受理投訴和來訪接待、收發傳真、考勤登記、接聽電話等工作。 4、負責部門會議的籌備、會議通知的擬寫、下發工作，負責會議記錄和文字材料的整理。 5、負責收集關信息，向領導提供信息參考。 崗位要求 1、具有XXX以上文化程度，熟練掌握英語。 2、會中英文打字及使用辦公設備,打字速度快。 3、具有高度責任心和良好的職業道德。 4、身體健康，相貌端莊。 5、有較好的文字組織能力，并熟練使用各種常用辦公軟件。

Position Summary職位概述 Supervises Room Attendants to ensure that specific standards of cleanliness and maintenance are achieved. 管理客房服務員以保證能實現客房清潔整齊的特定要求。 1.?Responsible for assigned floors ,?guest rooms during shift. 當班時負責對所有分配的樓層，客房進行檢查。 2.?Work closely with the Service Department to ensure correct room status at all times. 與服務部密切合作確保任何時間內正確的房態。 3.?Inspect regularly guestroom corridors and public areas and check all guest rooms ensure highest standard of cleaning of them. 檢查所有的客房并對客房的走廊和公共區域進行常規檢查，確保它們的高度清潔。 4.?Ensure guest privacy is respected when DND status is displayed. 確保在“請勿打擾”狀態下客人的隱私被維護。 5.?Responsible for strict key control. 負責鑰匙的嚴格控制。 6.?Report maintenance issues promptly to Property Department. 迅速向物業管理部匯報維護活動。 7.?Ensure compliance of Lost & Found procedures. 確保依照失物招領程序辦事。 8.?Keep floor linen rooms neat and tidy. 維持樓層布草房的干凈和整潔。 9.?Ensure reasonable control of the budget costs 確保各項費用預算合理控制。 Specific Job Knowledge, Skill and Ability工作技能技巧要求： 1.?Good knowledge of Housekeeping Guest floors or PA ,Uniform 、Laundrydaily operation. 具有良好的管家部樓層或PA，制服房，洗衣房的日常操作方面的知識。 2.?Good supervisor to people and communication ability. 良好的管理及溝通能力。 3.?Can speak some English at least can read from Housekeeping Fidelio/Opera. 能說簡單的英文，能從電腦上讀懂房態。 Required Qualifications必要的資歷要求： 1.?Minimum 1 year supervisor in Housekeeping ?PA、Uniform ?or ?Stewarding ?Section. 至少具有一年樓層、PA、制服、管事部主管的工作經驗。 2.?2-3years experience in similar capacity with international chain hotels. 兩至三年同級別國際連鎖酒店的工作經驗。