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。
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