What's your passion? Whether you're into tennis, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team. ? 您認(rèn)為自己是優(yōu)秀的洲際俱樂部經(jīng)理嗎？ ? 您的激情是什么？無論您的愛好是網(wǎng)球、購物或是卡拉OK，在洲際酒店集團(tuán)，我們都對您非常歡迎。洲際酒店集團(tuán)希望招募到那些把同樣的關(guān)注和激情如同付諸于他們的愛好那樣投入到工作中的人－那些用心對待客人每件事情的員工。目前我們在招募更多這樣的員工加入我們充滿動力與活力的團(tuán)隊。 1.Manage club HOE and FFE, ensure club operation smoothly and efficiently, ensure that guests receive prompt, professional attention and personal recognition. 管理好俱樂部的固定資產(chǎn)及易耗品，確保俱樂部的良好日常運(yùn)作，確保客人得到快速的，專業(yè)的服務(wù)和個人關(guān)注。 2.Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting club and hotel operations. 直接向前廳部經(jīng)理匯報并就所有與俱樂部和酒店運(yùn)作相關(guān)的問題進(jìn)行溝通。 3.Drive the business . 積極推動酒店生意 4.Provides functional assistance and direction to all departments. 向所有部門提供功能性支持和指導(dǎo)。 5.Well managed staff on duty, balance department OT and AL, Ensure proper staffing at all times 合理安排員工班次, 把控團(tuán)隊加班補(bǔ)休以及年假情況,確保有足夠員工服務(wù)客人. 6.Take responsibility for all club inventory, FFE and HOE, make sure proper inventory for daily operation. 負(fù)責(zé)俱樂部所有的庫存,低值易耗品以及固定資產(chǎn),確保日常運(yùn)營中有足夠的用量. 7.Cooperates, coordinates and communicates with other hotel departments as required. 按需要與酒店其它部門進(jìn)行合作、協(xié)調(diào)和溝通。 8.Ensure that SOP, Checklist, Service standard are properly understood and followed through 確保標(biāo)準(zhǔn)營運(yùn)流程,檢查清單,品牌標(biāo)準(zhǔn)等被團(tuán)隊理解并遵循. 9.Ensure staff is properly trained and has the tools and equipment to carry out job duties. 確保為員工提供適當(dāng)培訓(xùn),保證為他們配備完成工作所需的各種工具和設(shè)備. 10.Pay attention to team performance, daily share information to team and get feedback, coach and training staff, take care of each team member and also employee satisfaction. 密切關(guān)注團(tuán)隊的表現(xiàn)情況,日常分享信息給團(tuán)隊并獲得反饋,培訓(xùn)和指導(dǎo)員工,關(guān)注好團(tuán)隊成員和員工滿意度. 11.Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel 對各種狀況做出反應(yīng)，以確保來賓被及時的禮貌接待并得到充分的注意和重視。 12.Responds to guest needs and resolves related problems 就客人的需求做出反應(yīng)并解決相關(guān)問題。 13.Assist FOM achieve Heartbeat score, Ensures VIPs and IHG Rewards Club guests receive special attention 協(xié)助前廳部經(jīng)理完成心語分?jǐn)?shù),保證貴賓和IHG優(yōu)悅會會員受到特別關(guān)照。 14.Inspects club regularly for cleanliness. 定期檢查俱樂部的清潔狀況。 15.Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. 監(jiān)督員工的行為、制服穿著、衛(wèi)生和外表形象。 16.To handle all guest complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. 處理客人投訴,禮貌高效的幫客人解決問題,確?？腿藵M意度 17.To be well versed with the emergency procedures and be able to lead and direct hotel guests and fellow team members in such occasions. To have a sound knowledge on the roles of the team members during emergencies and to delegate effectively to ensure safety of both people and properties of the hotel. Also to have a detailed knowledge on the various types of reports to be generated during such occasion to ensure proper auditing and record of both people and property involved. 要熟知應(yīng)急程序，在此類情況發(fā)生時，能夠引領(lǐng)員工和指導(dǎo)在店客人。在緊急情況發(fā)生期間，團(tuán)隊成員應(yīng)利用全面的知識有效的指導(dǎo)并保護(hù)酒店及客人人身及財產(chǎn)安全，同時熟知各類報告的生成以確保酒店及客人相關(guān)財產(chǎn)的審核和記錄。 18.To provide feedback during briefing daily at all shifts to the team members on suggestions or complaints from guests regarding the level of service. Pace of workflow at the Club Lounge should also be highlighted and to identify the reason behind it and share the improved method. 在日常會上反饋不同班次所收集到的服務(wù)相關(guān)的員工意見及客人的評論。強(qiáng)調(diào)加快行政酒廊的工作流程，找出原因并分享提升方案。

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(jìn)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(yùn)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(bǔ)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(tuán)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(tuán)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(jìn)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(jìn)工作水平的提高及進(jìn)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(tuán)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(dá)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(yù)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(dá)。 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?？腿藢鉀Q方法滿意。 17.????Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation. 維護(hù)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?？腿说玫絺€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(tuán)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(yù)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(tuán)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(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，確保前臺運(yùn)營設(shè)備的正常運(yùn)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(jìn)展，確保行政酒廊經(jīng)理，前廳經(jīng)理對整個部門營運(yùn)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(fèi)。 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(jìn)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(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(fèi)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(jìn)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(fèi)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(fèi)，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(jī)，用合理的方式提高酒店收入，確?？腿宋镉兴?。 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(jìn)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(jī)，影印機(jī)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(bǔ)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)。

崗位職責(zé)： 《前臺，行政酒廊，為你服務(wù)中心》 1.直接向前廳部經(jīng)理匯報并就所有與賓客服務(wù)及酒店運(yùn)作相關(guān)的問題進(jìn)行溝通。 2.向所有部門提供功能性支持和指導(dǎo)。 3.按需要與酒店其它部門進(jìn)行合作、協(xié)調(diào)和溝通。 4.對各種狀況做出反應(yīng)，以確保來賓被及時的禮貌接待并得到充分的注意和重視。 5.就客人的需求做出反應(yīng)并解決相關(guān)問題。 6.對前臺和賓客服務(wù)中心工作人員進(jìn)行監(jiān)督和指導(dǎo)。 7.在高峰期向前廳部工作人員和其它所有部門提供支持和協(xié)助。 8.保證貴賓和優(yōu)悅會會員受到特別關(guān)照。 9.定期檢查一線各部門和二線各部門的清潔狀況。 10.協(xié)助客戶關(guān)系部門迎接貴賓，為其安排房間并在其離店時送行。 11.監(jiān)督員工的行為、制服穿著、衛(wèi)生和外表形象。 12.為前廳部會議提供信息 。 13.促進(jìn)店際銷售及推銷酒店內(nèi)的設(shè)施。 14.檢查結(jié)帳說明并監(jiān)督客人信用情況。 15.分析和批準(zhǔn)打折相關(guān)事宜。 16.分析房價差異報告以保證控制客房收入。 17.在緊急情況下使用酒店管理系統(tǒng)（PMS）。18.熟知酒店緊急情況所有處理程序。 19.確保一線員工遵從散客市場技巧并最大化的進(jìn)行銷售。

1.???????? Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate . Promotes and administers Hilton Marketing programs such as Hilton Honors , for arriving guests . Ensures guests knows location of room , containing room keys , tokens of our appreciation ,gifts , etc ,to guest . 根據(jù)預(yù)訂優(yōu)質(zhì)快速的為客人辦理入住手續(xù)，確認(rèn)相關(guān)信息，如:房價，人數(shù)等，依客人喜好予以排房。向客人介紹酒店各種宣傳促銷活動及推銷希爾頓榮譽(yù)客會給非會員，吸引新會員的加入。指引去房間的方向并解釋房卡的使用方法，向客人分發(fā)禮物等。 2.???????? Ensures rooms and services are correctly accounted for within guest statement Properly accounts for service provided by the hotel. Assists guests with check out payments or charges . Accepts and records vouchers, credit, traveler’s checks and other forms of payment , converts foreign currency at current posted rates . 確保入住期間的各項需求能有效滿足，幫助客人辦理外幣兌換及結(jié)帳手續(xù)。接收現(xiàn)金，信用卡，旅行支票，公司或第三方付費(fèi)等付款方式。 3.???????? Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc . 熱情友好的問候客人，對客人的合理需求予以積極恰當(dāng)?shù)幕貞?yīng)。準(zhǔn)確提供各種信息如：酒店營業(yè)場所的營業(yè)時間及VIP促銷計劃等。 4.???????? Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions. 對自己權(quán)限范圍內(nèi)不能予以解決的問題和需求，及時反饋給相應(yīng)部門和人員予以解決。 5.???????? Promptly answers the telephone and email inquires . inputs messages into the computer and advises other team members of special guest needs . retrieves messages and communicates the content to the guest . Retrieves mail , packages and facsimiles or other special items for customers as requested . 禮貌的接聽所有來電，及時恰當(dāng)?shù)奶幚砀鞣N郵件、傳真和包裹，對于客人的特殊要求予以交接班。 6.???????? Fields guest complaints , conducting thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc . Remains calm and alert especially during emergency situations and heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion . 成著冷靜的應(yīng)對和處理各類客人投訴，如：客人對價格不滿，空調(diào)或供暖系統(tǒng)的不足等。 7.???????? Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest. 積極的工作，友好的為客人提供服務(wù)。 8.???????? Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities. 積極參加所需的各種培訓(xùn)，提高工作能力。 9.???????? 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，為顧客和整個團(tuán)隊提供高品質(zhì)服務(wù)。 10.???? Takes an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets. 在團(tuán)隊中起到積極作用，有效的溝通，確保達(dá)到目標(biāo)。 11.???? 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。 12.???? 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，核對預(yù)訂信息，希爾頓榮譽(yù)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。 13.???? Ensuring that guests are escorted to their room and 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，確保行李及時送達(dá)。 14.???? Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager for follow up, where appropriate. 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，適當(dāng)?shù)臅r候告知賓客服務(wù)經(jīng)理?；卦L客人，確?？腿藢鉀Q方法滿意。 15.???? Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation. 維護(hù)顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)確性。 16.???? Ensures that VIP guests are treated personally and recognized as an individual. 確保VIP客人個性化服務(wù)待遇。 17.???? Assists the Guest Service Manager by blocking rooms according the guests preferences. 協(xié)助賓客服務(wù)經(jīng)理按客人喜好分配房間。 18.???? Prints Welcome letters and for 1st time stay HHonours guests, arranges welcome cards and ensure that they are placed in guest rooms or handed over at the time of arrival. 打印希爾頓榮譽(yù)客會會員卡，并確保歡迎卡及時置于會員入住的房間。 19.???? Coordinates with Amenity Butlers to arrange in-room amenity set-ups according to VIP level and for special occasions – ie. Birthday’s and Honeymoon’s. 為VIP客人或特殊場合安排活動，例如：過生日和度蜜月的賓客。 20.???? Facilitate the operation of the VIP gift amenity menu, by offering it to guests, and ensuring that VIP’s receive their chosen amenity item. 提供VIP賓客禮遇的單頁，確保賓客享用到所有禮遇。 21.???? Liaises with Sales, Reservations and the Business Development team to handle corporate guests. 協(xié)助銷售、預(yù)定和業(yè)務(wù)發(fā)展團(tuán)隊共同為公司客人提供服務(wù)。 22.???? Promotes and drives enrollment for Hilton 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. 引入榮譽(yù)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)。 23.???? Provides extra services for VIP guests including offering refreshments, cold towels and other courtesies upon arrival. 為VIP賓客提供額外的服務(wù)，包括點(diǎn)心，飲料，毛巾等。 24.???? Carries out ticket reconfirmation, tour bookings and makes guest reservations when required. 如有需求，協(xié)助客人完成機(jī)票確認(rèn)和旅行預(yù)訂等。 25.???? Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct. 確保所有帳單消費(fèi)的正確性，為客人提供高效快捷的結(jié)帳服務(wù)。 26.???? Inputs information in to OnQ system regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members. 將準(zhǔn)確的信息錄入酒店管理系統(tǒng)，以便大家分享。 27.???? 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. 遵循希爾頓品牌標(biāo)準(zhǔn)。 28.???? Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International and other Hilton properties in China. 掌握希爾頓酒店集團(tuán)及希爾頓在中國其他項目的基本概況。 29.???? 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)的信息，名勝，風(fēng)景地等，為顧客提供方便。 30.???? Ensures that the overall appearance of the Executive lounge is neat and tidy at all times. 確保行政酒廊的整潔。 31.???? Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT 與餐飲部，客房部，工程部，IT等進(jìn)行有效的溝通。 32.???? Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken. 對酒店設(shè)施設(shè)備的非正常運(yùn)轉(zhuǎn)予以及時報告，并跟進(jìn)直至問題解決。 33.???? Prepares the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards. 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很好的狀態(tài)。 34.???? Ensures that the Excutive Floor Manager is kept aware and up to date of operational issues. 匯報最新的工作進(jìn)展，確保行政樓層經(jīng)理對部門營運(yùn)狀況的了解。 35.???? 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. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis. 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。 36.???? Ensures that the day-to-day functions of the Executive Lounge are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up. 確保完成行政酒廊每日的任務(wù)，其中包括但不僅限于工作的監(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。 37.???? Monitors inventory of the Executive Lounge’s stock to ensure that all items provided to guests are returned and are accounted for. 對所有行政樓層客用物品予以管理，確保狀態(tài)完好，租借的各種物品得以及時返還。 38.???? Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is actioned accordingly. 核對入住登記表，會議及活動信息，預(yù)訂備份等。? 39.???? Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed. 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。必要的時候加入救火。? 40.???? Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly. 嚴(yán)格遵守現(xiàn)金收付手續(xù)，收取現(xiàn)金，信用卡，轉(zhuǎn)帳，代金券等。 41.???? 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)時要嚴(yán)格遵守酒店規(guī)定。 42.???? Provides safety deposit boxes to guests, ensuring that guests valuables are safe and secure at all times. 為客人提供保險箱，保證他們的財物安全。 43.???? 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。 44.???? 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)。 45.???? Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest. 促銷高價房，確保利潤。 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?？腿宋镉兴怠?47.???? Attempt to communicate with guest in guest’s native language , if applicable . 如有可能用客人的母語與其交流。 48.???? Remains calm alert , especially during emergency and heavy hotel activity , and resolve complications such as location changes or credit issues . 沉著冷靜應(yīng)對各種突發(fā)問題，如換房，信用額度等。 49.???? Adhere to the hotel’s security and emergency policies and procedures. 堅持酒店安全制度、緊急情況處理規(guī)定和程序。 50.???? To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. 確保員工充分的理解并遵守員工手冊內(nèi)容。 51.???? The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 如有必要，該部門有權(quán)更改或補(bǔ)充該職位描述。 52.???? Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責(zé)和被指派的職責(zé)。

工作職責(zé) 確保行政樓層接待處、休息室、餐飲區(qū)域、會議室清潔、有序，供應(yīng)充足、正常運(yùn)營。? 監(jiān)察行政樓層的服務(wù)質(zhì)量，以確保符合標(biāo)準(zhǔn)。? 指導(dǎo)和協(xié)助服務(wù)人員的日常工作，確保客人始終得到禮貌的接待及充分的注意和重視，最大程度提高客人滿意度。 監(jiān)督確保會員、常客、貴賓的禮遇標(biāo)準(zhǔn)有效執(zhí)行。 與行政樓層客人互動以獲得反饋，確保早餐、下午茶、雞尾酒服務(wù)高效、禮貌，令客人滿意。? 確保更新和維護(hù)客人的歷史記錄，以實(shí)現(xiàn)個性化的關(guān)注和服務(wù)。? 主持每日班前會，就當(dāng)天的優(yōu)先事項提供信息。 親自處理客人的投訴并立即提出解決方案。? 積極為行政樓層尋找增加收入的機(jī)會。? 及時為下屬更新酒店設(shè)施和服務(wù)、日?；顒?、VIP客人、宣傳活動、酒店和餐廳、文化和體育活動等信息。?? 定期檢查前臺備用金和現(xiàn)金交接記錄。實(shí)施指導(dǎo)/咨詢，如果有必要，當(dāng)違反規(guī)則/標(biāo)準(zhǔn)時，實(shí)施紀(jì)律程序。?? 定期檢查房間賬目情況。 最大化的發(fā)展會員。 對行政酒廊的成本情況進(jìn)行編寫、分析和控制。 實(shí)施合理的排班，確保員工的出勤符合預(yù)期的業(yè)務(wù)量。? 監(jiān)控并記錄員工日常工作表現(xiàn)，根據(jù)人力資源行政部的安排，對員工進(jìn)行表現(xiàn)評估。?? 持續(xù)監(jiān)控規(guī)則與標(biāo)準(zhǔn)的執(zhí)行情況，在違反規(guī)則和標(biāo)準(zhǔn)時進(jìn)行紀(jì)律處分。? 鼓勵員工在與客戶接觸時做出決定，并確保員工意識到自己的責(zé)任和既定的權(quán)限限制。? 根據(jù)需要出席例會。?? 協(xié)助部門領(lǐng)導(dǎo)制定培訓(xùn)需求并制定培訓(xùn)計劃，確保培訓(xùn)按期執(zhí)行。??? 根據(jù)既定培訓(xùn)計劃親自開展/促進(jìn)培訓(xùn)活動，確保對員工進(jìn)行適當(dāng)?shù)呐嘤?xùn)，使員工具備必要的技能，以最高效率履行職責(zé)。 參加定期的培訓(xùn)活動。 與其他部門溝通，為客人提供額外或?qū)ｉT的服務(wù)。 確保所有員工在任何時候都了解失物招領(lǐng)程序，始終按照規(guī)定的程序進(jìn)行。??? 充分掌握應(yīng)急程序知識，確保所有員工在任何時候都了解緊急程序。?? 監(jiān)督并確保區(qū)域內(nèi)設(shè)備的正確維護(hù)，確保及時向相關(guān)部門報告故障或維修缺陷。 完成管理層安排的其他工作。 任職要求 學(xué)歷背景：大專以上學(xué)歷。 工作經(jīng)歷：3年以上高星級酒店前廳督導(dǎo)工作經(jīng)驗。? 良好的英文溝通、書寫能力。 熟練運(yùn)用酒店P(guān)MS,熟練運(yùn)用office辦公軟件。 具有良好服務(wù)意識和溝通協(xié)調(diào)能力。 具有強(qiáng)烈的責(zé)任心，勇于開拓和創(chuàng)新，作風(fēng)干練。? 具備良好的品德，作風(fēng)正派。

工作職責(zé)： ·?熟悉行政酒廊工作服務(wù)標(biāo)準(zhǔn)及操作程序。 ·?全面了解掌握酒店房價、折扣、包價、飯店設(shè)施及特別事件；同時保證接待員同樣了解。 ·?了解每一班行政房間抵店客人信息，包括貴賓、尊貴顧客、常客的抵店相關(guān)信息,檢查房間狀態(tài)和功能。 ·?與所有部門保持良好的協(xié)作關(guān)系，特別是客房部與預(yù)訂部，確保做好房間控制工作。 ·?負(fù)責(zé)正確執(zhí)行登記程序；如填寫登記卡、分配房間、信用擔(dān)保等。 ·?負(fù)責(zé)檢查餐飲備品的補(bǔ)充及更換布草。 ·?保持前臺區(qū)域、廚房、儲藏室及酒廊干凈與整潔。 ·?維持與餐飲部及客房部的良好關(guān)系, 及時將有關(guān)客人提前離店、提前抵店、續(xù)住、推遲退房、換房以及其它特殊要求通知相關(guān)部門。 ·?根據(jù)飯店服務(wù)程序為客人辦理離店手續(xù)，確?？腿藴?zhǔn)確付款。熟練掌握現(xiàn)金付款、信用卡、支票、外幣兌換和轉(zhuǎn)帳等有關(guān)程序。 ·?熟悉顧客滿意度并以此作為每日工作的指導(dǎo)。以此為標(biāo)準(zhǔn)不斷監(jiān)督員工表現(xiàn)。 ·?安排新員工培訓(xùn)計劃，并時刻關(guān)注其表現(xiàn)。 ·?負(fù)責(zé)制定員工排班表及休假安排以確保有足夠員工滿足工作需要。

【崗位職責(zé)】 1、建立行政樓層的操作表，直接管理及領(lǐng)導(dǎo)行政樓層。 2、運(yùn)用管理技巧調(diào)動和提高員工工作積極性。 3、同所有的賓客建立良好的公共關(guān)系。 4、保證行政樓層在整潔的環(huán)境下為賓客提供服務(wù)。 5、迎接VIP賓客到店及陪同到房間。 6、與前臺緊密聯(lián)系確保行政樓層各信息和工作的準(zhǔn)確性。 7、親自接受賓客投訴及有效地及時處理。 【崗位要求】 1、大專學(xué)歷或同等文化程度。具有前臺工作2 年以上的經(jīng)歷，前廳工作3 年以上經(jīng)歷。 2、儀表端莊，熱愛酒店工作，鉆研業(yè)務(wù)，反應(yīng)敏捷，善于交際。 3、能用流利的英語從事前廳服務(wù)。 4、熟悉前廳管理專業(yè)知識、市場銷售知識和接待禮節(jié)禮儀；熟練運(yùn)用電腦。

崗位要求 1.大專以上學(xué)歷，國際品牌工作經(jīng)驗者優(yōu)先。 2.熟悉前臺的各項業(yè)務(wù)，英語流利，并熟知一般餐飲禮儀。 3.能夠與客人建立良好的長久的聯(lián)系，解決工作中的客訴。 4.性格開朗，有良好的個人修養(yǎng)，工作認(rèn)真負(fù)責(zé)，具備團(tuán)隊領(lǐng)導(dǎo)能力。

崗位職責(zé)： 負(fù)責(zé)行政樓層的日常工作，以確保為所有行政樓層的客人提供一貫的、高質(zhì)量的服務(wù)。按照上級的要求執(zhí)行其他合理的工作職責(zé)。 崗位要求： 1.掌握前廳部工作知識并且十分熟悉前廳部日常運(yùn)作； 2.良好的管理,溝通，組織以及解決問題的能力, 強(qiáng)調(diào)“人性化管理”； 3.良好的心理承受能力，在工作中始終保持積極的態(tài)度； 4.良好的英語口語溝通能力； 5.良好的計算機(jī)能力。

根據(jù)預(yù)訂優(yōu)質(zhì)快速的為客人辦理入住手續(xù)，確認(rèn)相關(guān)信息，如:房價，人數(shù)等，依客人喜好予以排房。向客人介紹酒店各種宣傳促銷活動及推銷希爾頓榮譽(yù)客會給非會員，吸引新會員的加入。指引去房間的方向并解釋房卡的使用方法，向客人分發(fā)禮物等。 確保入住期間的各項需求能有效滿足，幫助客人辦理外幣兌換及結(jié)帳手續(xù)。接收現(xiàn)金，信用卡，旅行支票，公司或第三方付費(fèi)等付款方式。 熱情友好的問候客人，對客人的合理需求予以積極恰當(dāng)?shù)幕貞?yīng)。準(zhǔn)確提供各種信息 對自己權(quán)限范圍內(nèi)不能予以解決的問題和需求，及時反饋給相應(yīng)部門和人員予以解決。 積極的工作，友好的為客人提供服務(wù)。 積極參加所需的各種培訓(xùn)，提高工作能力。 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(tuán)隊提供高品質(zhì)服務(wù)。 依照預(yù)訂為客人辦理入住，核對預(yù)訂信息，希爾頓榮譽(yù)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。 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?；卦L客人，確?？腿藢鉀Q方法滿意。 維護(hù)顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)確性。 確保VIP客人個性化服務(wù)待遇。 協(xié)助賓客服務(wù)經(jīng)理按客人喜好分配房間。 為VIP客人或特殊場合安排活動，例如：過生日和度蜜月的賓客。 提供VIP賓客禮遇的單頁，確保賓客享用到所有禮遇。 協(xié)助銷售，預(yù)定和業(yè)務(wù)發(fā)展團(tuán)隊共同為公司客人提供服務(wù)。 引入新的榮譽(yù)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)。 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)。

【崗位職責(zé)】 1、全面負(fù)責(zé)豪華閣運(yùn)作，了解香格里拉酒店關(guān)于豪華閣的相關(guān)政策和程序； 2、了解香格里拉酒店的相關(guān)計劃。比如：香格里拉會計劃，飛行里程積分計劃，客史管理等； 3、確保所有員工都遵守酒店的政策、標(biāo)準(zhǔn)、流程和管理準(zhǔn)則； 4、同所有的賓客建立良好的關(guān)系，贏得客人忠實(shí)感； 5、保證行政樓層在整潔的環(huán)境下為賓客提供服務(wù)，迎接VIP賓客到店； 6、親自接受賓客投訴及有效地及時處理。 【崗位要求】 1、大專及以上學(xué)歷，有前廳相關(guān)工作3年以上經(jīng)驗，至少1年管理經(jīng)驗； 2、有管家和賓客關(guān)系管理經(jīng)驗優(yōu)先考慮； 3、儀表端莊，熱愛酒店工作，反應(yīng)敏捷，善于交際； 4、能用流利的英語從事前廳服務(wù)； 5、熟悉前廳管理專業(yè)知識，熟練使用各種辦公自動化設(shè)備。

1.接受上級指令，全面負(fù)責(zé)客房部的管理工作，管理督導(dǎo)客房部所有樓層、PA 的各項工作，確保客房服務(wù)工作的高效率和高水準(zhǔn)； 2.合理調(diào)配好人員使用，以確保所有客人和內(nèi)部客戶提供及時禮貌的服務(wù)； 3.負(fù)責(zé)本部門的管理規(guī)章制度、工作操作流程、服務(wù)質(zhì)量標(biāo)準(zhǔn)、安全保障措施按品牌標(biāo)準(zhǔn)落地執(zhí)行，并組織編制和審定客房部各項工作考評； 4.客房經(jīng)理每天早上召開客房人員例會。傳達(dá)布置、執(zhí)行上級指令，檢查上級指令完成情況，并檢查員工的儀容儀表； 5.巡視公共區(qū)域，保持清潔、整齊、暢通及設(shè)施完好，排除安全隱患； 6.發(fā)現(xiàn)客房或公共區(qū)域設(shè)施設(shè)備有故障，及時聯(lián)系工程人員維修，檢查維修質(zhì)量； 7.制定客房設(shè)施設(shè)備保養(yǎng)計劃、公共區(qū)域大清潔計劃、客房計劃衛(wèi)生等工作； 8.做好每月盤點(diǎn)，并制定用品申購計劃。完成盤點(diǎn)明細(xì)表和物品申購單； 9.督導(dǎo)服務(wù)員按操作標(biāo)準(zhǔn)實(shí)施衛(wèi)生工作，檢查質(zhì)量，做好服務(wù)員在崗培訓(xùn)和新進(jìn)服務(wù)員的崗位操作培訓(xùn)； 10.負(fù)責(zé)落地執(zhí)行品牌服務(wù)； 11.負(fù)責(zé)樓層總鑰匙和對講機(jī)的收發(fā)及保管； 12.負(fù)責(zé)清潔用品、用劑的發(fā)放和回收工作，指導(dǎo)客房服務(wù)員正確稀釋和安全使用； 13.聯(lián)系和安排滅蟲除害工作； 14.關(guān)心員工，經(jīng)常與員工保持對話溝通；及時將員工的要求和想法反映給總經(jīng)理； 15.認(rèn)真完成每日工作交接內(nèi)容； 16.在出色完成本職崗位工作前提下，積極主動申請、參與上一級崗位內(nèi)容的培訓(xùn)； 17.每月做好本部門考勤、計件、排班工作； 18.做好上級領(lǐng)導(dǎo)交代的其他酒店工作。

崗位職責(zé) 1.幫助行政樓層賓客做好入住及退房工作。 2.檢查并確保為重要賓客所預(yù)分的房間已經(jīng)就緒。 3.在賓客入住時為賓客提供歡迎茶服務(wù)，引領(lǐng)客人到房間并向賓客介紹酒店的設(shè)施。 4.推銷酒店的餐廳并為他們提供預(yù)訂服務(wù)。 5.迎接并陪同抵達(dá)的重要賓客，在賓客離店時應(yīng)向客人道別。 6.同前臺員工密切合作以確保賓客住順暢，為行政樓層賓客提供早餐及下午茶歡樂時光的服務(wù)。 7.能獨(dú)立好賓客的投訴。 崗位要求 1.有同崗位工作經(jīng)驗優(yōu)先。 2.能吃苦耐勞，相貌端正。 3.具備與賓客溝通交流技巧和很好的客服意識，能用英語進(jìn)行流利溝通。 4.具有很好的團(tuán)隊管理能力。

-- Responsible for the smooth, efficient and professional operation of executive floor/lounge areas. 確保行政樓層區(qū)域的工作能夠順利、高效、專業(yè)地運(yùn)作 -- Assistant to prepare budget for Executive Floor. 協(xié)助行政樓層負(fù)責(zé)人制定預(yù)算 -- Monitors daily revenue of Executive Floor. 管理行政樓層的日常收益 -- Monitor efficiency levels in Executive Floor. 了解行政樓層員工們工作的有效程度 --Monitor wastage and energy consumption throughout the Executive Floor 了解整個行政樓層的損耗和能源消耗情況 -- Maximizes every opportunity to increase revenue by selling the meeting room in Executive Floor and Business Center service. 抓住一切可能的機(jī)會租用行政樓層及商務(wù)中心的會議室以提高收益 -- Responsible for providing accurate Executive Floor revenue reports and reports all finding of discrepancies. 負(fù)責(zé)提供確切的行政樓層收益報表，并報告所有數(shù)據(jù)不符的調(diào)查結(jié)果 -- Ensures that all procedures and policies are in place and followed. 確保能夠遵守所有的規(guī)章流程和法規(guī)。 -- Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate. 定期管理審計帳目，如果出現(xiàn)什么不合法的現(xiàn)象要與會計及時溝通，適合的時候也可以與領(lǐng)導(dǎo)及顧問聯(lián)系 -- ?Strictly follows bank-out procedures and cash handling procedures. 嚴(yán)格遵守銀行支取流程和現(xiàn)金處理流程 -- ?Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 培訓(xùn)員工、并給其提供最廣闊的發(fā)展空間。確保日常培訓(xùn)中應(yīng)該包括技能培訓(xùn)、禮儀、溝通培訓(xùn)、管理培訓(xùn)以及組織技能的培訓(xùn)。

【崗位職責(zé)】 1、支持和配合行政樓層經(jīng)理領(lǐng)導(dǎo)行政樓層。 2、運(yùn)用管理技巧調(diào)動和提高員工工作積極性。 3、同所有的賓客建立良好的公共關(guān)系。 4、保證行政樓層在整潔的環(huán)境下為賓客提供服務(wù)。 5、迎接VIP賓客到店及陪同到房間。 6、與前臺緊密聯(lián)系確保行政樓層各信息和工作的準(zhǔn)確性。 7、親自接受賓客投訴及有效地及時處理。 【崗位要求】 1、大專學(xué)歷或同等文化程度。具有相同崗位工作經(jīng)歷。 2、儀表端莊，熱愛酒店工作，鉆研業(yè)務(wù)，反應(yīng)敏捷，善于交際。 3、能用流利的英語從事前廳服務(wù)。 4、熟悉前廳管理專業(yè)知識、市場銷售知識和接待禮節(jié)禮儀；熟練運(yùn)用電腦。

崗位職責(zé) 1.???幫助行政樓層賓客做好入住及退房工作； 2.???檢查并確保為重要賓客所預(yù)分的房間已經(jīng)就緒； 3.???在賓客入住時為賓客提供歡迎茶服務(wù)，引領(lǐng)客人到房間并向賓客介紹酒店的設(shè)施； 4.???推銷酒店的餐廳并為他們提供預(yù)訂服務(wù)； 5.???迎接并陪同抵達(dá)的重要賓客，在賓客離店時應(yīng)向客人道別； 6.???同前臺員工密切合作以確保賓客入住順暢，為行政樓層賓客提供早餐及下午茶歡樂時光的服務(wù)； 7.???及時向行政樓層經(jīng)理報告賓客的投訴； 崗位要求 1.???同崗位工作3年以上； 2.???擁有良好的溝通能力和人際協(xié)調(diào)能力； 3.???具有親和力、溝通技巧和團(tuán)隊合作精神，頭腦靈活，責(zé)任心強(qiáng)； 4.???熟練使用辦公軟件，具備一定英語書寫及表達(dá)能力；

崗位職責(zé) 1、全面管理行政樓層的服務(wù)工作，做好行政管家培訓(xùn)和考核工作。 2、檢查行政管家的儀容儀表、禮節(jié)禮貌，嚴(yán)格考勤，嚴(yán)格執(zhí)行服務(wù)程序與規(guī)范。 3、掌握貴賓樓層的房態(tài)，賓客的情況和必要的信息。 4、迎接并送行VIP客人，反饋客人意見與建議。 5、與相關(guān)部聯(lián)系并協(xié)調(diào)工作，確保服務(wù)的快捷與效率。 6、部門負(fù)責(zé)人交辦的其他工作。 崗位要求 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗3年以上。 2、有良好的團(tuán)隊領(lǐng)導(dǎo)精神及執(zhí)行力。工作認(rèn)真負(fù)責(zé)，作風(fēng)正派。 3、熟練操作前臺opera系統(tǒng)，具有較為熟練的英文溝通能力。 4、身體健康，品貌端正 5、善于同賓客交往、能獨(dú)立處理各種投訴。

- 國際五星級酒店行政樓層工作經(jīng)驗，五年以上對客服務(wù)經(jīng)驗 -?良好、流利的英文交流技能 -?良好的團(tuán)隊建設(shè)技能 -?良好地與各部門溝通技能 -?良好的對客服務(wù)技能 -?熟悉Opera系統(tǒng) --?熟悉餐飲服務(wù)技能，有FB background 優(yōu)先考慮

職位詳情： 1.組織和協(xié)調(diào)酒店日常運(yùn)營，負(fù)責(zé)酒店的日常運(yùn)營工作，包括客房預(yù)訂、前臺接待、餐飲服務(wù)、客房清潔等，確保酒店的各項服務(wù)流程和標(biāo)準(zhǔn)得到有效實(shí)施。? 2.制定和執(zhí)行工作計劃和目標(biāo)：制定酒店的工作計劃和目標(biāo)，并負(fù)責(zé)執(zhí)行和監(jiān)督酒店運(yùn)營、市場推廣和財務(wù)管理等方面的工作。?? 3.負(fù)責(zé)培訓(xùn)和管理酒店員工，確保員工的工作能力和素質(zhì)得到提高，同時維護(hù)良好的員工關(guān)系。 4.負(fù)責(zé)制定和執(zhí)行酒店的財務(wù)預(yù)算，進(jìn)行財務(wù)分析和控制，確保酒店的經(jīng)營狀況良好?? 5.負(fù)責(zé)監(jiān)督和評估酒店的服務(wù)質(zhì)量，及時處理客戶投訴和糾紛，提高客戶滿意度和忠誠度。? 6.負(fù)責(zé)制定和執(zhí)行酒店的市場推廣和銷售策略。負(fù)責(zé)處理酒店中出現(xiàn)的緊急情況，如火警、突發(fā)事件等，確保客人和員工的安全。 職位要求： 1：有3-5年以上上酒店集團(tuán)任職經(jīng)驗； 2、熟悉國內(nèi)酒店籌開、經(jīng)營、管理流程，熟知酒店日常運(yùn)作標(biāo)準(zhǔn)與服務(wù)規(guī)范； 3、有團(tuán)隊合作精神和協(xié)調(diào)能力，出眾的判斷和決策能力、商務(wù)談判能力、公關(guān)能力及經(jīng)營管理能力； 4、具備一定的酒店財務(wù)管理知識。

【崗位職責(zé)】 1、負(fù)責(zé)商務(wù)中心的日常運(yùn)營管理，確保各項服務(wù)高效有序進(jìn)行； 2、接待來訪客戶，提供專業(yè)的商務(wù)支持服務(wù)，包括打印、復(fù)印、傳真、快遞等； 3、協(xié)調(diào)會議室預(yù)訂及使用安排，確保會議設(shè)備正常運(yùn)行； 4、處理客戶咨詢及投訴，及時反饋并跟進(jìn)解決； 5、管理商務(wù)中心物資及設(shè)備，定期檢查維護(hù)，確保正常使用； 6、協(xié)助上級完成商務(wù)中心相關(guān)報表的統(tǒng)計與分析； 7、配合其他部門完成臨時性商務(wù)支持需求。 【崗位要求】 1、具備良好的服務(wù)意識和溝通能力，能夠高效處理客戶需求； 2、熟練使用辦公軟件（Word、Excel、PPT等）及常用辦公設(shè)備； 3、具備較強(qiáng)的組織協(xié)調(diào)能力，能夠獨(dú)立完成工作任務(wù)； 4、工作細(xì)致認(rèn)真，責(zé)任心強(qiáng)，具備一定的抗壓能力； 5、有酒店或商務(wù)中心相關(guān)工作經(jīng)驗者優(yōu)先； 6、能夠適應(yīng)彈性工作時間，必要時配合加班。

【崗位職責(zé)】 1、建立行政樓層的操作表，直接管理及領(lǐng)導(dǎo)行政樓層； 2、運(yùn)用管理技巧調(diào)動和提高員工工作積極性； 3、同所有的賓客建立良好的公共關(guān)系； 4、保證行政樓層在整潔的環(huán)境下為賓客提供服務(wù)； 5、迎接VIP賓客到店及陪同到房間； 6、與前臺緊密聯(lián)系確保行政樓層各信息和工作的準(zhǔn)確性； 7、親自接受賓客投訴及有效地及時處理。 【崗位要求】 1、大專學(xué)歷或同等文化程度，具有前臺工作3年以上的經(jīng)歷，前廳工作3年以上經(jīng)歷； 2、儀表端莊，熱愛酒店工作，鉆研業(yè)務(wù)，反應(yīng)敏捷，善于交際； 3、能用流利的英語從事前廳服務(wù)； 4、熟悉前廳管理專業(yè)知識、市場銷售知識和接待禮節(jié)禮儀；熟練運(yùn)用電腦。

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