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，為賓客提供一致高效的服務。 1.????????Observe performanceand encourage improvement. Monitor Executive Lounge traffic to make team memberingadjustments accordingly. 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。 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，行李員及其他部門有需要時予以協助。 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。 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，及時將希爾頓服務標準，對客服務的相關信息做有效傳遞。 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。????? 6.????????Supportsand motivates front desk team members by leading by example and employingcompetent and consistent management practices. 通過訓練及一致的管理，領導和激勵團隊員工。 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. 積極地參加職業培訓,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. 做隊員的導師，提高員工水平，促進他們完成所設立的目標。 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。 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。 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，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。 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。??????? 13.????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。 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。 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。 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，確保預訂的有效性和準確性。 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。 19.????Liaiseswith Sales, Reservations and the Business 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。 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，確保會員應得利益，為會員提供優質專業的服務。 21.????Allocatesrooms in accordance to the guests reservation, preference and remarks,maintaining a systemized and sales focused approach to room inventorymanagement. 按照客人的預定或喜好安排房間，并做詳細目錄管理。 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確錄入公安申報系統。 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. 遵循希爾頓品牌標準。 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. 了解酒店周邊地區的最新信息，名勝，風景地等，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，監督管理使行政酒廊隨時都處于最佳狀態。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。 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，確保行政酒廊經理，前廳經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，其中包括但不僅僅限于工作的監督，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. 警惕商業競爭行為，促進積極的市場發展。 36.????Adheresto the hotel selling strategy of Demand Based Pricing and maintains rateintegrity by offering clear, transparent, and value for money rates to guests. 根據價格要求向客人提供相應物有所值的物品。 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，災難處理方法，救火程序執行。在賓客關系經理不在場的情況下，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. 嚴格遵守現金收付手續，確保所有行政酒廊接待的現金帳目準確無誤，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. 收取現金，信用卡，代金券，公司或第三方付費等服務時要嚴格遵守酒店規定。 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. 跟進擔保預訂及付款方式，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性，為客人提供高效快捷的結帳服務。 43.????Managescosts effectively by minimizing and controlling expenses. 控制花費，節約成本。 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. 對已有數據進行分析整理，做好預抵和預離的報表。 48.???? Operationof office equipment such as facsimile and photocopier as needed. 對行政酒廊的設施設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的反饋。 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和被指派的職責。

崗位職責： 1. 每班檢查當日抵店客人信息，包括貴賓、優先顧客、常規客人、團隊的情況以及特別要求，與所有部門保持良好的工作關系。 2. 熟悉前廳部工作標準及程序。 3. 按照政策和程序處理無法發現預訂記錄和酒店客滿時婉拒客人入住的情況。 4. 向管理層匯報飯店運行過程中的不足和不合理行為。 5. 維持對酒店房價、折扣、包價、酒店設施、特別事件的全面了解。 6. 確保客人的抱怨被合適的記錄并采取行動避免客人不滿意的離開酒店。必要時從管理人員處獲得幫助。 7.? 熟悉顧客滿意標準并以此作為每日工作的指導。以此為標準不斷監督員工表現。 8. 協助部門的培訓和評估，積極思考對部門和酒店有利的建議和系統。 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行。 2. 良好的英語能力；管理技能；溝通技巧。 3. 良好的組織以及解決問題的能力；良好的財務知識。 4.?良好的心理承受能力，在工作中始終保持積極的態度。

【崗位職責】 全面負責行政樓層工作，督導行政樓層接待員為客人提供入住、就餐、商務、離店等全程服務。 1、全面管理行政樓層的服務工作，做好行政管家培訓和考核工作。 2、檢查行政樓層接待員的儀容儀表、禮節禮貌，嚴格考勤，嚴格執行服務程序與規范。 3、掌握貴賓樓層的房態，賓客的情況和必要的信息。 4、迎接并送行每一位VIP客人，拜訪行政樓層客人，反饋客人意見與建議。 5、與相關部聯系并協調工作，確保服務的快捷與效率。 6、及時閱讀并處理客人與行政樓層之間的信函；發現問題及時向經理報告，及時得到妥善處理。 7、保證行政樓層客房的清潔水平。 8、督導行政管樓層接待員做好客史檔案工作。 9、了解酒店行政接待情況，不斷完善服務品質與項目。 10、了解員工動態，調動員工積極性。 11、閱讀并填寫交接班日記。 12、定期總結工作，分析各種數據并上報。 13、完成上級交辦的其它工作。 【崗位要求】 1、具有大專或以上學歷，2年以上工作經驗。 2、女性為宜，相貌端莊，1.63米以上。

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、熟練辦理入住和退房手續，解決客人的疑問。 2、學握客房預訂情況，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、處理工作中的差錯，處理賓客有關投訴。 4、負責財產、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2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、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。

【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。

【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

Position Summary職位概述 Provide leadership and guidance to Front Desk staff during the assigned shift to ensure consistent quality service is provided. 負責當值期間領導前臺接待做好各種接待工作，提供一致高效的服務。 1.???????? Supervises front desk staff to insure smooth and efficient operation during the assigned shift . 督促管理當值期間前臺接待工作，確保提供優質高效的服務。 2.???????? Communicates effectively both orally and in writing to provide clear direction to staff. 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。 3.???????? Uses creative management skills to solve guest and team member problems . Ensures compliance with company standards to ensure consistent high quality guest relations . 在遵循酒店規章制度，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。 4.???????? Manages desk , resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment . 管理前臺，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。 5.???????? 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. 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。 6.???????? Supports and motivates front desk team members by leading by example and employing competent and consistent management practices. 通過訓練及一致的管理，領導和激勵團隊員工。 7.???????? 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。 8.???????? 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。 9.???????? Maintains discipline amongst team members, 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。 10.???? Is involved with the development of high potential team members to ensure that all team members are trained to progress 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。 11.???? 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。 12.???? 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。 13.???? 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，有賓至如歸感。 14.???? Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton honors 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，確保入住登記表的完整性及付款方式安全有效。 15.???? Ensuring that guests are escorted to their room that 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。 16.???? Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager or Night 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，適當的時候告知賓客關系經理或夜班經理。回訪客人，確保客人對解決方法滿意。 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.???? Acts as the first point of contact for VIP guests, ensuring that they are treated personally and recognized as an individual. 作為VIP客人最先聯系到的部門，要確保他們的個性化服務。 19.???? Liaises with Sales, Reservations and the Business Development team to handle corporate. ?協銷售，預定和商業發展團隊共同為客人提供服務。 20.???? 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。 21.???? 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。 22.???? Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way for the whole shift. 確保當班期間所有的賓客檔案信息及時準確的錄入公安申報系統。 23.???? 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. 遵循希爾頓品牌標準。 24.???? Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton, MEAP & other properties in China. 掌握希爾頓酒店集團的基本概況。 25.???? 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。 26.???? 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，財務部等。 27.???? 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。 28.???? 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。 29.???? Ensures that the Assistant Front Office Manager and Guest Service Managers are kept aware and up to date of operational issues. 匯報最新的工作進展，確保前廳副經理和賓客服務經理對部門營運狀況的了解。 30.???? 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. 確保前臺的日常管理，包括但不局限于工作的監督，房間分配，報告，信用額度核對，電腦數據備份及主帳的核對等。 31.???? Checks Registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is actioned upon. 核對入住登記表，會議及活動信息，預訂備份等。 32.???? Completes reports where and when requested, ensuring that they are complete and delivered on 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。 33.???? Ensures that the front desk is kept stocked and maintained with requisitions and that par levels are maintained and stock tracked. 確保日常設設施備用品的維護保養和必需庫存，所有物品記錄有序。 34.???? 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。 35.???? Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests. 根據價格要求向客人提供相應物有所值的物品。 36.???? Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. In the absence of the Guest Service Manager, is a part of the Fire Team ands takes action accordingly. 按照健康安全，危機管理部門，災難處理方法，救火程序執行。在賓客服務經理不在場的情況下，參與救助行動。 ? 37.???? Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount. 嚴格遵守現金收付手續，確保所有收銀員的現金帳目準確無誤，收支平衡。 38.???? Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests. 收取現金，信用卡，代金券，公司或第三方付費等服務時要嚴格遵守酒店規定。 39.???? Maintains safety deposit boxes, 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。 40.???? Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations. 跟進擔保預訂及付款方式，確保酒店收入。 41.???? Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges. 確保所有帳單消費的精準性，為客人提供高效快捷的結帳服務。 42.???? Manages costs effectively by minimizing and controlling expenses. 控制花費，節約成本。 43.???? 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。 44.???? Handles guest relocations as required . 幫助客人解決換房間事宜。 45.???? 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，該部門有權更改或補充該職位描述。 46.???? 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。

【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。

1.?????? To be responsible for deputizing the Front Office Manager, ensuring the maximization of room revenue and profit and maintaining a consistently high standard of guest service within the department. 主要的職責是代表前廳部經理，確保實現酒店收益，并在部門內保持一貫的高水準的對客服務。 2.?????? To carry out all out-bookings as necessary. 必要時刻采取的超額預定，確保實現酒店利益。 3.?????? To supervise daily operation, ensuring standards are adhered to and maintained. 監督管理每日部門的正常運營，并確保品牌標準被有效地堅持和維護。 4.?????? To review, maintain and amend systems/procedures within Front Office Department. 適時修改并維護前廳部的相關制度和規定。 5.?????? To ensure a consistently high standard of presentation is maintained for both the department and team members. 確保部門和員工之間保持一貫的高水準的服務。 6.?????? To ensure training records are kept updated and all planned training is carried out. 確保培訓記錄得到及時更新，所有的培訓計劃被有效的實施。 7.?????? To review and approve departmental work schedules of various sections of Front Office. 批準并回復前廳部其他部門的工作進度表。 8.?????? To supervise the up selling scheme. 監督管理前廳部的銷售計劃。 9.?????? To monitor guest feedback and advise Front Office Manager where necessary. 管理顧客意見回復，并在需要時向前廳部經理提供建議。 10.?? To ensure Front Office Manger is kept informed of all developments within the department. 確保前廳部經理及時獲悉部門發展動向。 11.?? To ensure the well being of all Front Office team member. 確保前廳部所有員工的福利待遇。 12.?? To ensure communication meetings are held daily. 確保每日的交班會議按時舉行。 13.?? To ensure departmental orientation is carried out for all new team members of the Front Office team. 確保給前廳部的每一位新入職的員工進行相關的入店培訓。 14.?? To carry out re-training and corrective training as necessary. 必要時刻對員工進行再培訓。 15.?? To Compiles daily reports as designed by the Front Office Manager. 整理和編輯由前廳經理制定的每日工作報告。 16.?? To work within all pre-set budgetary limits. 在預先制定的預算范圍內工作。 17.?? To comply with all company policies relating to Front Office Department. 遵守前廳部相關政策。 18.?? To comply with all systems and procedures, as laid down by the Front Office Manager. 遵守相關的規章制度，例如按照前廳部經理制定的計劃展開工作。 19.???? Adhere to the hotel’s security and emergency policies and procedures. 堅持酒店安全制度、緊急情況處理規定和程序。 20.???? 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容。 21.???? 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，該部門有權更改或補充該職位描述。 22.???? 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。

Greets andregisters guests , providing prompt and courteous service .Check in / out ofguests . Resolves guest challenges throughout their stay in our hotel .upgrades guests as required . Promotes hotel services . 熱情友好的問候客人，確保提供高效一致的服務。對入住期間的各種需求和問題予以快速解決，銷售酒店各項產品確保利潤最大化。 1.????????Completes the registration process by inputting andretrieving information from a computer system , confirming pertinentinformation including number of guests and room rate . Makes appropriateselection of rooms based on guest needs . Codes electronic keys . Non –verballyconfirms the room number and rate . Promotes and administers Hilton Marketingprograms such as Hilton Honors , for arriving guests . Ensures guests knowslocation of room , containing room keys , tokens of our appreciation ,gifts ,etc ,to guest . 根據預訂優質快速的為客人辦理入住手續，確認相關信息，如:房價，人數等，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，向客人分發禮物等。 2.????????Ensures rooms and services are correctly accountedfor within guest statement Properly accounts for service provided by the hotel. Assists guests with check out payments or charges . Accepts and recordsvouchers , credit, traveler’s checks , and other forms of payment , convertsforeign 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帳手續。接收現金，信用卡，旅行支票，公司或第三方付費等付款方式。 3.????????Greets customers immediately with a friendly andsincere welcome . Uses a positive and clear speaking voice , listens tounderstands requests , responds with appropriate action and provide accurateinformation 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的回應。準確提供各種信息如：酒店營業場所的營業時間及VIP促銷計劃等。 4.????????Receives special requests from guests , andresponds appropriately or forwards requests to appropriate team members fordecisions and actions. 積極解決客人的問題，對自己權限范圍內不能予以解決的問題和需求，及時反饋給相應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 specialguest needs . retrieves messages and communicates the content to the guest .Retrieves mail , packages and facsimiles or other special items for customersas requested . 禮貌的接聽所有來電，及時恰當的應客人要求處理各種郵件、傳真及轉交物品。 6.????????Fields guest complaints , conducting thoroughresearch to develop the most effective solutions and negotiate results. Listensand extends assistance in order to resolve problems. 傾聽，成著冷靜的應對和處理各類客人投訴。 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。 8.????????Actively takes part in training where and whenrequired, attending formal training sessions and on the job training to ensurestandards and develop skills and abilities. 積極參加所需的各種培訓，提高工作能力。 9.????????Takes an active role in the front desk team,ensuring effective communication and working as a team in order to reach goalsand targets. 在前臺的團隊中起到積極作用，有效的溝通，確保達到目標。 10.???? Creatinga warm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive. 為顧客提供熱情周到的服務，有賓至如歸感。 11.???? Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Hiltonhonors Number enquired, and method of payment secured. 依照預訂為客人辦理入住，核對預訂信息，希爾頓榮譽客會會員號，確保入住登記表的完整性及付款方式安全有效。 12.???? Handlescomplaints promptly and efficiently, taking the necessary action, and informingthe Duty Manager or Guest Relations 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。 13.???? 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，確保預訂的有效性和準確性。 14.???? Ensuresthat VIP guests are treated personally and recognized as an individual. 確保VIP客人個性化服務待遇。 15.???? Liaiseswith Sales, Reservations and the Business Development team to handle corporateguests. 協助銷售，預定和業務發展團隊為公司客人提供服務。 16.???? 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，確保會員應得利益，為會員提供優質專業的服務。 17.???? Ensuresa prompt and efficient departure, by settling guests accounts as per billingand reservation instructions and ensuring that all guests folios are correct. 確保所有帳單消費的精準性，為客人提供高效快捷的結帳服務。 18.???? Inputsinformation in to ONQ regarding guests, ensuring accuracy and that all detailsare completed and that the information can be clearly understood by other teammembers. 將準確完整的信息錄入酒店管理系統，以便大家分享。 19.???? Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way for the whole shift. 確保當班期間所有的賓客檔案信息及時準確的錄入公安申報系統。 20.???? 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. 遵循希爾頓品牌標準。 21.???? 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。 22.???? Isup to date with information on facilities, attractions, places of interest,sights and activities in and around hotel. 了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。 23.???? Effectivelycommunicates, coordinates and cooperates with Housekeeping, F&B,Engineering and ?IT. 與餐飲部，客房部，工程部，IT等進行有效的溝通合作。 24.???? Reportsproblems with hotel systems, hardware or facilities to the appropriate partyand follows up to ensure that corrective action has been taken. 對酒店設施設備的非正常運轉予以及時報告，并跟進直至問題解決。 25.???? Ensuresthat the Guest Service Manager is kept aware and up to date of operationalissues. 匯報最新的工作進展，確保賓客關系經理對部門營運狀況的了解。 26.???? Passeson information effectively, ensuring that all necessary details arecommunicated to the intended person and that any pending action is completedand 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人員，讓賓客滿意。參加日常例會及其他會議。 27.???? Ensuresthat the day-to-day functions of the front desk are completed. Including butnot limited to checklist, trace reports, credit limit checks, and onlineback-up. 確保完成行前臺每日的任務，其中包括但不僅限于工作的監督，房間分配，報告，信用?????? 額度核對，電腦數據備份及主帳的核對等。 28.???? ChecksRegistration cards, meeting and function information, billing instructions, andreservation backup to ensure that all information received is actionedaccordingly. 核對入住登記表，會議及活動信息，預訂備份等。 29.???? Ensuresthat front desk stock is managed and not wasted, maintaining costs where able. 節約成本，確保存貨不浪費。 30.???? Keepsup to date and aware of competitor activities in order to be informed. 警惕商業競爭行為，并及時上報。 31.???? Adheresto the hotel selling strategy of Demand Based Pricing and maintains rateintegrity by offering clear, transparent, and value for money rates to guests. 根據價格要求向客人提供相應的物品。 32.???? Complieswith Health & Safety, Emergency Management, disaster Manual, and Fireprocedures and regulations. Takes part in the fire team when and wheredirected. 按照健康安全， 危機管理部門，災難處理方法，救火程序執行。必要的時候加入救火。 33.???? Adheresstrictly to standard cash handling procedures, ensuring to balance float anddrop the required amount. Manages cash, credit card, city ledger, voucher andall other forms of payment correctly. 嚴格遵守現金收付手續，收取現金，信用卡，轉帳，代金券等。 34.???? Adheresto the company credit policy at all times when handling cash, credit cardtransactions, city ledger, providing currency exchange services, and thirdparty payments for rooms, meetings, F&B and any other charges that may beincurred by guests. 收取現金，信用卡，代金券，兌換外幣或第三方付費等服務時要嚴格遵守酒店規定。 35.???? Providessafety deposit boxes to guests, ensuring that guests valuables are safe andsecure at all times. 為客人提供保險箱，保證他們的財物安全。 36.???? Followsup on outstanding accounts to ensure no loss of revenue and secures method ofpayment for upcoming reservations. 跟進擔保預訂及付款方式，確保酒店收入。 37.???? Maintainsthe efficiency of departure by checking all guests folios to ensure accuracy ofcharges. 確保所有帳單消費的精準性，為客人提供高效快捷的結帳服務。 38.???? Upsellsrooms to higher room and rate categories, ensuring the maximum revenuegeneration from each guest. 從促銷客房轉至高級客房，確保在每個客人身上獲得最大利潤。 39.???? 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。 40.????Attempt to communicate with guest in guest’s nativelanguage , if applicable . 如有可能用客人的母語與其交流。 41.???? Carries out any other reasonable duties and responsibilities asassigned. 完成任何其他合理的職責和被指派的職責。 42.???? Familiarwith Business Center service skills like printing, typing, scaning and so on. 熟悉商務中心服務技能如打印，打字服務，掃描等. 43.???? Themanagement reserves the right to change / extend this job description ifnecessary at any point of time during her / his employment. 如有必要，該部門有權更改或補充該職位描述。

【崗位職責】： 1.負責賓客關系團隊日常工作的管理 2.督導員工按照Clubmed的制度以及要求提供服務 3.維護客戶關系，提高客人滿意度 4.負責客戶投訴處理以及突發事件、各類意外處理 5.負責各項報告、報表的編制 6.各項活動的組織與參與 【任職要求】： 1. 具有大專以上學歷。 2. 具有3年以上同崗位經驗。 3. 具有較好的英語基礎 。 4. 熟悉酒店前廳運營以及管理。 5. 具有較強的組織能力和溝通能力及管理能力。 6. 該崗位需每周工作6天? ????????????? 【G.O福利】： 雙人住宿； 一日三餐國際自助餐廳； 吧臺飲料暢飲； 度假村內所有娛樂活動及場地設施免費使用； 機場接送服務； 工作滿一年往返度假村和住址機票； 完善的工作意外傷害保險及社會保險； 國際化G.O團隊； 擁有登臺演出的機會； 每年輪換海外及大中華區度假村工作機會； Club Med海外度假村免費房間； 快速晉升通道。

【職位描述】 1. 協助經理負責度假村前廳部的接待和管理工作，熟知前廳服務設施的功能，處于完好狀態。 2. 協助經理負責新員工的入職以及相關培訓工作。 3. 保持良好的客際關系，能獨立有效地處理賓客投訴。 4. 協助度假村與前廳經理處理突發事件。 【任職要求】 1. 大專以上學歷，有同崗位工作經驗1年以上。 2. 熟悉度假村前廳的經營管理工作，具有較強的工作責任感和敬業精神。 3. 督導前廳各分部員工服務質量標準、操作流程標準并對前廳部各項工作實施全面監管。 4. 有效貫徹、落實并完成部門制訂的每月工作計劃。 5. 英語對話流利，有較強的協調管理能力 ? ? ? ?? 【G.O福利】 1.雙人住宿； 2.一日三餐國際自助餐廳； 3.吧臺飲料暢飲； 4.度假村內所有娛樂活動及場地設施免費使用； 5.機場接送服務； 6.工作滿一年往返度假村和住址機票； 7.完善的工作意外傷害保險及社會保險； 8.國際化G.O團隊； 9.擁有登臺演出的機會； 10.每年輪換海外及大中華區度假村工作機會； 11.Club Med海外度假村免費房間； 12.快速晉升通道

【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、XX以上文化程度，流利的英語口語； 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。

【崗位職責】 1. 協助客人到達和離開（入住和退房）的相應手續辦理 2. 電話轉接 3. 管理現金流動 4. 促進銷售（入住、餐飲、床位&早餐） 5. 組織和參與為說中文的客人舉行各種活動 6. 翻譯文件和通知 7. 現場翻譯（村內說明會、秀或其它活動的推介…) 【崗位要求】 1. 愿意每周工作6天 2. 持有旅游相關專業文憑者優先 3. 須具有工作經驗 4. 相關軟件應用 5. 需掌握英語和普通話，掌握其它外語者更佳（法語、日語等） 【G.O福利】： 雙人住宿； 一日三餐國際自助餐廳； 吧臺飲料暢飲； 度假村內所有娛樂活動及場地設施免費使用； 機場接送服務； 工作滿一年往返度假村和住址機票； 完善的工作意外傷害保險及社會保險； 國際化G.O團隊； 擁有登臺演出的機會； 每年輪換海外及大中華區度假村工作機會； Club Med海外度假村免費房間； 快速晉升通道。

崗位職責 ? 在整個工作過程中，始終保持高度的客戶服務意識。 ? 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。 ? 能夠提出對酒店的運作及環境有益的意見或建議。 ? 能夠積極的向客人及供應商推薦酒店的服務及設施。 ? 在工作過程中能夠做好本職工作，保證自己及其他人的安全。 ? 確保所有帳單消費的精準性，為客人提供高效快捷的結帳服務。 ? 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，幫助客人拿取行李，確保其及時辦理離店，安排運送，同時歡迎他們再次光臨。 ? 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。 ? 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。 ? 將準確完整的信息錄入酒店管理系統，以便大家分享。 ? 維護顧客檔案和信息，確保預訂的有效性和準確性。 ? 確保賓客檔案信息及時錄入公安申報系統。 ? 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。 ? 與各部門進行有效的溝通合作。 ? 確保完成行前臺每日的任務，其中包括但不僅限于工作的監督，房間分配，報告，信用額度核對，電腦數據備份及主帳的核對等。 ? 節約成本，確保存貨不浪費。 ? 收取現金，信用卡，代金券，公司或第三方付費等服務時要嚴格遵守酒店規定。 ? 確保所有帳單消費的精準性，為客人提供高效快捷的結帳服務。 ? 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。 ? 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。 ? 準確及時的為客人傳遞信息，確保顧客隱私。 ? 有條理的安放和儲存客人的行李并確保安全。 ? 管理便利店，根據價格要求向客人提供相應的物品。并且提供多樣的便利物品讓客人選擇。 ? 按照相應制度及時進行貨品補貨、更新和盤點，保持貨架商品完備。 ? 熟悉火災等突發情況的預警措施并嚴格按照酒店的相關規章制度予以執行。 ? 熟悉掌握菜單及飲料單上的內容，并可以詳細的給客人做出解釋。 ? 了解健康食品的要求，并可以給出適當的建議。 ? 了解其他餐廳/酒吧的菜肴，以便向客人推薦。 ? 熟悉所有餐廳及酒店其他部門的營業時間。 ? 可以向客人推薦其它具有吸引力的餐廳或場所。 ? 在餐廳備餐的過程中嚴格遵守服務標準。 ? 清洗相應當班用具。如刀具，杯具，瓷器等。 ? 展現良好的精神狀態和職業面貌，隨時在餐廳或酒吧門口迎接客人。詢問顧客滿意度。 ? 微笑服務，協助顧客就座、掛外套及背包等，并做自我介紹。 ? 保證客人都被引領入座并詢問他們喜歡吸煙區或非吸煙區。 ? 滿足客人的各項要求，如不能立即回答客人的問題請與主管或經理聯系。 ? 及時無誤地將客人的送餐服務所需的食品酒水等送到客人的住房。每個班次至少一次巡樓。 ? 在當班開始前，檢查各個使用設備，確保運作狀態正常，如有需要及時和工程部聯系。 ? 確保所有區域與開始用餐時一樣整潔。 ? 在客人進入或離開餐廳是都面帶微笑并問候客人，無論在任何服務區內。 ? 將服務客人放在首位。 ? 在工作過程中始終體現職業素質。 ? 避免使用冒犯或不禮貌的語言。 ? 向上一級主管或經理匯報發生的任何事故。 ? 完成任何其他合理的職責和被指派的職責。 ? 如有必要 ，該部門有權更改或補充該職位描述 崗位要求 ? 大專及以上學歷 能運用計算器材準確無誤的進行各種數據運算。 ? 1-2年酒店餐飲或前臺工作經驗。 ? 具備一定的英語功底，能用英語有效的傾聽和進行溝通。 ? 熟練操作酒店電腦系統。 ? 擅長于處理賓客關系，能有效快速的應對處理各種問題。 ? 以較強的人際交往能力提高客人滿意度。 ? 學習能力強，能在強壓下勝任工作。

【崗位職責】 1、負責酒店前臺的日常接待工作，包括為客人辦理入住、退房手續，處理預訂及變更需求； 2、解答客人咨詢，提供酒店設施、服務及周邊旅游信息的介紹，確保客人獲得優質服務體驗； 3、處理客人投訴及突發情況，及時協調相關部門解決，維護酒店形象； 4、管理前臺現金及賬務，確保賬目清晰、準確，完成每日交接班記錄； 5、協助維護客房狀態信息，與客房部保持高效溝通，確保房態實時更新； 6、執行酒店安全及保密制度，妥善保管客人資料及貴重物品寄存。 【崗位要求】 1、具備良好的服務意識和溝通能力，能夠以熱情、耐心的態度對待客人； 2、具備基本的計算機操作能力，能熟練使用酒店管理系統（有相關經驗者優先）； 3、具備一定的應變能力，能妥善處理突發事件及客人訴求； 4、能夠適應倒班工作制（含夜班），具備團隊協作精神； 5、普通話流利，掌握基礎英語交流能力者優先； 6、形象端正，舉止得體，符合酒店行業職業要求。

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。

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、全面負責酒店前廳部的日常運營管理工作，確保前廳服務符合萬豪福朋喜來登酒店的品牌標準； 2、統籌前臺接待、商務中心等崗位的工作安排與人員調配，優化服務流程； 3、監督客房預訂管理，協調與銷售、客房等部門的信息對接，確保房態準確性與收益最大化； 4、處理賓客投訴及突發事件，制定應急預案，提升客戶滿意度及忠誠度； 5、負責前廳部員工培訓、考核及團隊建設，培養符合萬豪服務標準的專業人才； 6、分析前廳運營數據（如入住率、平均房價等），定期提交經營報告并提出改進方案； 7、維護與OTA平臺、協議客戶及當地資源的合作關系，協助市場推廣活動落地。 【崗位要求】 1、熟悉萬豪集團運營標準及系統操作（如Fosse、Opera等），具有萬豪福朋喜來登旗下酒店前廳管理經驗者優先； 2、具備出色的服務意識與應變能力，能高效解決賓客需求及復雜問題； 3、優秀的團隊管理能力，擅長激勵員工并推動跨部門協作； 4、對酒店收益管理有基礎認知，能通過數據分析優化經營策略； 5、普通話流利； 6、適應倒班工作制，抗壓能力強。

【崗位職責】 1、進行有效的交接班簡報工作，以明確酒店活動和運營要求 2、在當班期間監督前廳部運營情況，包括： 3、維護客戶信息、維護當地活動的信息、?統計入住情況、監督公共廣播系統的使用、監督團組 ? ? ? 預訂情況 4、協助解決嚴重投訴問題 5、在當班期間監督收銀活動，包括：現金處理和銀行業務程序、處理非法支付情況、就信用政策和設備對員工進行指導、就現金安全程序對員工進行指導、?實施應收帳款控制、準備財務報告、對收銀系統實施監管 6、與上級領導和人力資源部一起進行人力規劃和管理需求。 7、與上級領導和財務總監一起編制和管理部門預算。 【崗位要求】 1、大專及以上學歷，有同崗位工作經驗X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。

大專及以上學歷，35歲以下。接受過酒店的專業培訓，3年以上在同類酒店的對客服務部門工作經驗。會使用常用的辦公軟件，并能熟練操作前臺電腦系統。有良好的語言溝通能力。

大專及以上學歷，35歲以下。接受過酒店的專業培訓，3年以上在同類酒店的對客服務部門工作經驗。會使用常用的辦公軟件，并能熟練操作前臺電腦系統。有良好的語言溝通能力。