1.???????? Greets customers immediately with a friendly and sincere welcome . Responds to inquires with accurate information regarding hours of outlet operation , directions to local attractions , or meeting rooms , car rentals and airline shuttle service , etc ,according to individual needs. 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，景區景點指南，租車服務及機場接送服務等。 2.???????? Answers telephone calls and inputs messages into the computer. Retrieves messages and communicates contents to the guest . Retrieves mail , small packages , and facsimiles for guests as requested . 負責接聽禮賓部電話，處理客人留言，包裹，郵件及傳真。 3.???????? Arranges and confirms recreation , business and dining activities both inside and outside the hotel . Promptly responds to requests for dentists , doctors ,child care , florists , etc. 代客預訂店內及店外的餐廳和娛樂場所。為醫療保健，托嬰，送花等服務提供協助。 4.???????? Hires ,trains , supervises ,disciplines concierge curators. Scheldules curators in accordance with hotel manages department budget , including approval of payroll . 依照酒店人員錄用及相關條例應聘，培訓，監督，管理禮賓部員工。 5.???????? Creates activities and provides information and support to ensure total guest satisfaction for group clientele . Works with the sales department and attends pre –con meetings . 協助酒店銷售部門處理好會議及團隊客戶的各項需求，提高客戶滿意度。 6.???????? Responds to guest complaints , conducts research to develop such as price conflicts , insufficient heating or air conditioning , etc. Remains calm and alert especially during emergency situations and heavy hotel activity . 沉著冷靜的應對和處理各類客人投訴，如：客人對價格不滿，空調或供暖系統的不足等。 7.???????? Leads and motivates curators 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. 8.???????? Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all curators are follow 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。 9.???????? Acts as a coach and mentor to curators, reinforcing standards and expectations and motivating curators 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。 10.???? Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to curators is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards. 根據希爾頓PDR標準，每年度進行1：1的面談，確保對每個員工的公平，為員工提供繼續發展的平臺。 11.???? Is involved with succession planning and development of high potential curators to ensure that all curators 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。 12.???? 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 curators 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。 13.???? Responsible for the smooth induction and facilitation of training for new curators, 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。 14.???? Takes an active role in the front desk and concierge, ensuring effective communication and working as a team in order to reach goals and targets. 積極主動的加強前臺與禮賓部的有效溝通，確保達到目標提供高質量的服務。 15.???? 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。 16.???? Ensures that the Conrad concierge escorts guests 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。 17.???? Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager for follow up. 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跟進。回訪客人，確保客人對解決方法滿意。 18.???? 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。 19.???? Ensures that VIP guests are treated personally and recognized as an individual. 親自迎接VIP客戶。 20.???? 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。 21.???? Ensures that the concierge team facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered team member when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewell. 如有需要，幫助客人拿取行李，確保客人及時辦理離店，安排運送，同時歡迎他們再次光臨。 22.???? Manages the storage and organization of guests luggage in a safe and secure, organized and systemized way. 有條理的安放和儲存客人的行李并確保安全。 23.???? Ensures that the concierge team maintains the lobby appearance is neat and tidy, and that public areas are cleaned when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests. 確保大廳的整潔衛生，及常用客用資料和物品等的補充更新。 24.???? 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及希爾頓在中國其他地區項目的基本概況。 25.???? Is up to date with information and has detailed knowledge of facilities, attractions, places of interest, sights and activities in and around hotel. Imparts this knowledge to other team members. 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。將這些知識與團隊成員分享。?? 26.???? Ensures that the concierge team correctly carries out ticket reconfirmation, safari bookings and makes guest reservations when required. 確保根據不同需求為賓客提供票務信息確認，預定等服務。 27.???? Ensures that the concierge team correctly handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel 確保禮賓部準確的信息傳遞，保證酒店和賓客每日包裹郵件的正常收發。 28.???? Responsible for managing guest airport transportation, ensuring pick-ups and drop-offs are completed on time and the most effective use of the drivers time is made. 為客戶提供機場接送服務并最大效率的安排司機的工作時間。 29.???? Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members. 將準確完整的信息錄入酒店管理系統，以便大家分享。 30.???? 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并貫徹實施。 31.???? Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT 與餐飲部，客房部，工程部，IT等進行有效的溝通及合作。 32.???? Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken. 對酒店設施設備的非正常運轉予以及時報告，并跟進直至問題解決。 33.???? 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. 確保信息的有效傳達，及時解決問題提高滿意度，參加例會及日常會議等。 34.???? Manages and maintains the Concierge Desk stock and that it is not wasted, maintaining costs where able. 對禮賓部日常用品予以管理控制，節約成本。 35.???? Keeps up 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。 36.???? Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed. 遵照執行健康安全，危機管理，災難救助，火災預警程序。必要的時候加入 救火。 37.???? 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. 嚴格遵守現金收付手續，收取現金，信用卡，轉帳，代金券等。 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，或第三方付費等服務時要嚴格遵守酒店規定。 39.???? 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，確保客人物有所值。 40.???? 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。 41.???? 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。

1.????????Communicateseffectively both orally and in writing to provide clear direction to teammember. Observes performance and encourages improvement. Interviews, selects,trains, supervises, evaluates, counsels, and administers disciplinaryprocedures for front office team member. Monitors lobby traffic and makes teammembering adjustments as required. 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。依相關程序面試，挑選，培訓，督導，評估，管理前廳部所有員工。留意大堂交通狀況，根據需求進行人員調配。 2.????????Reviews VIPreservations and ensures proper handling of VIPs and groups, administersamenity orders, and resumes for incoming guests. Updates system by inputtinginventory and non-inventory groups. Monitors special reservation requestshandling and oversees rate changes on in-house guests. 關注VIP及有特殊要求的預訂，及時更新系統相關信息，確保VIP及團隊預訂的良好運作。監督住店客人房價變更情況。 3.????????Computesdaily payroll, schedules, and other reports. Analyzes data and makes decisionsbased on prior experiences and knowledge of circumstances to prepare daily andweekly forecast of expected arrivals and departures. 關注VIP及有特殊要求的預訂，及時更新系統相關信息，確保VIP及團隊預訂的良好運作。監督住店客人房價變更情況。 4.????????Managesfront office team member, resolves guest concerns, and implements resolutionsby using discretion and judgment. 對前臺進行日常管理，用敏銳的判斷力和決斷力解決客戶的問題。 5.????????Leads andmotivates team members by leading by example and employing competent andconsistent management practices. 通過訓練及一致的管理，領導和激勵團隊員工。 6.????????Takesresponsibility of the hotel as the Duty Manager in the absence of the AssistantFront Office / Front Office Manager. 在前廳經理/前廳副經理不在的情況下，作為值班經理負起責任。 7.????????CompletesNight Shift Duties acting as the Night Manager while on duty. 當班期間完成夜班經理職務。 8.????????Activelytakes part in training the team, facilitating formal training sessions and onthe job training to ensure that all team members are of the same standard. Alsoattends training where and when required. 積極地參加職業培訓,讓員工保持水平一致。 9.????????Acts as acoach and mentor to team members, reinforcing standards and expectations andmotivating 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。 10.???? Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labour Law and HR guidelines. Distributesappropriate discipline when and where required. 確保員工手冊，相關勞動法，HR相關政策的一致性，必要的時候提供培訓。 11.???? ConductsPDR’s, 1:1 meetings throughout the year, ensuring that the feedback given toteam members is fair, unbiased and provides a platform for continued improvement,according to the Hilton standards. 根據希爾頓PDR標準，進行1：1的面談，確保對每個員工的公平，為員工提供繼續發展的平臺。 12.???? Isinvolved with succession planning and development of high potential teammembers to ensure that all team members are trained to progress to the nextlevel 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。 13.???? 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。 14.???? 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。 15.???? 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。 16.???? Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Honours andFrequent 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.???? Ensuringthat guests are escorted to their room and 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，確保行李及時送達等。 18.???? Handlescomplaints promptly and efficiently, taking the necessary action; track on DMlog objectively, share case and guest information with related department;Inform FOM and MOD if necessary. Follows up with all guests to ensuresatisfaction with problem resolution. 采取必要行動，及時有效的處理顧客的不滿;客觀地記錄在值班經理日志，講案例與客人信息與相關部門進行分享，如有必要需告知前廳經理或當值經理。回訪客人，確保客人對解決方法滿意。 19.???? Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation. 將客人送至客房，介紹客房布局，確保行李及時送達。 20.???? Actsas the first point of contact and liaison for VIP guests, ensuring that theyare 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。 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.???? PromotesHHonours and its associated benefits to guests who are not already enrolled inthe program. Ensures that existing HHonours members receive personal andprofessional service that recognizes them as important guests and that theirbenefits 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。 23.???? Liaiseswith Sales, Reservations and the Business Development team to handle corporate. 協同銷售，預訂及業務發展團隊共同為客人提供服務。. 24.???? Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way. 確保賓客檔案信息及時錄入公安申報系統。 25.???? 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. 遵循希爾頓品牌服務標準并貫徹到實際的運作當中。 26.???? Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton International, MEAP & other properties in China. 掌握希爾頓酒店集團的基本概況。 27.???? 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。 28.???? Ensurescommunication, coordination and cooperation between the front desk and otheroperating 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，餐飲部和財務部等。 29.???? 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。 30.???? 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。 31.???? Ensuresthat the Front Office Manager is kept aware and up to date of operationalissues. 匯報最新的工作進展，確保前廳經理對整個部門營運狀況的了解。 32.???? Ensuresthat the day-to-day functions of the front desk are completed. Including butnot limited to Guest Services Manager’s checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discountand rate discrepancies, and registration cards. 確保完成行政樓層每日的任務，包括核對，報告，信用額度核對，網上備份等。 33.???? 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。 34.???? 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。

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。

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、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

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 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 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 , and responds appropriately or forwards requests to appropriate team members for decisions and actions. 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 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，及時恰當的處理各種郵件、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 . 成著冷靜的應對和處理各類客人投訴，如：客人對價格不滿，空調或供暖系統的不足等。 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。 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，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，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。 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. 在團隊中起到積極作用，有效的溝通，確保達到目標。 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，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。 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。 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，適當的時候告知賓客服務經理。回訪客人，確保客人對解決方法滿意。 15.???? Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation. 維護顧客檔案和信息，確保預訂的有效性和準確性。 16.???? Ensures that VIP guests are treated personally and recognized as an individual. 確保VIP客人個性化服務待遇。 17.???? Assists the Guest Service Manager by blocking rooms according the guests preferences. 協助賓客服務經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. 協助銷售、預定和業務發展團隊共同為公司客人提供服務。 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. 引入榮譽客會會員，確保會員應得利益，為會員提供優質專業的服務。 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，包括點心，飲料，毛巾等。 24.???? Carries out ticket reconfirmation, tour bookings and makes guest reservations when required. 如有需求，協助客人完成機票確認和旅行預訂等。 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. 確保所有帳單消費的正確性，為客人提供高效快捷的結帳服務。 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. 將準確的信息錄入酒店管理系統，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. 遵循希爾頓品牌標準。 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.. 了解酒店周邊地區的信息，名勝，風景地等，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. 對酒店設施設備的非正常運轉予以及時報告，并跟進直至問題解決。 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，監督管理使行政酒廊隨時都處于很好的狀態。 34.???? Ensures that the Excutive Floor Manager is kept aware and up to date of operational issues. 匯報最新的工作進展，確保行政樓層經理對部門營運狀況的了解。 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，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。 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。? 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. 嚴格遵守現金收付手續，收取現金，信用卡，轉帳，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。 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. 跟進擔保預訂及付款方式，確保酒店收入。 44.???? Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges. 確保所有帳單消費的精準性，為客人提供高效快捷的結帳服務。 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，用合理的方式提高酒店收入，確保客人物有所值。 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 . 沉著冷靜應對各種突發問題，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，該部門有權更改或補充該職位描述。 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。

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、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。

Position Summary職位概述 The Conrad Concierge fulfills the most important function in the entire hotel. Stationed in the lobby and the key part of the Front Office team- the Conrad Concierge is the first and last person to interact with our guests –the real ambassador and face of the hotel and the brand. The moment the guest arrives – getting out from the car- the Conrad Concierge becomes the face of the hotel. From the initial welcome, assisting with luggage and escorting to the Front Desk or Executive Floor for check in and to the room, the Conrad Concierge spends uninterrupted quality time getting to know the guest so that meaningful information and recommendations to make the guests stay More Inspired can be made. The check in process and all processes in Front Office are engineered to facilitate longer conversations with each guest to build a relationship with every guest. Throughout the guest stay the Conrad Concierge will seek out opportunities to continue interacting with the guests they have meet to add more value and personalization to the guests stay by building on the first interaction and knowledge they observed. Being a good listener and picking up on any minor details throughout he stay should be used to enhance the stay experience. All and any ideas must be followed up on to exceed expectations. As a Conrad Concierge Supervisor, we need to lead an example for our Conrad Concierge and guide them to assist our guests actively to ensure that our service can always meet and exceed their expectations. 康萊德禮賓在整個酒店中履行最重要的職能。是負責酒店大堂和前廳部的重要部分—康萊德禮賓是第一個也是最后一個與客人互動的人—真正代表酒店和品牌標準的大使。從客人抵達—為客人開車門—康萊德禮賓就成了酒店的門面。從最初的歡迎,協助行李和護送到前臺或行政樓層為客人辦理入住并送至房間,康萊德禮賓持續高效的去了解客人,這樣有意義的信息和建議會讓客人留下更多的靈感。登記入住流程和前廳部的所有流程都是經過精心設計的，以便與每位客人進行更長時間的交談，以建立與每位客人的關系。在整個客人入住期間，康萊德禮賓將尋找機會繼續與他們服務過的客人互動，通過觀察和互動所得到信息的基礎上，為客人入住過程增添更多的價值和個性化。做一個好的傾聽者，在客人入住的整個過程中任何細小的細節，都應該被注意并用來提高客人入住體驗。所有的想法都應該必須跟進，以超越客人的期望。作為康萊德禮賓主管更需要以身作則，為員工樹立榜樣，引導員工主動協助客人以確保我們的服務能夠一直滿足并超越客人的期望。 1.???????? 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。 2.???????? 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及中國地區其他希爾頓項目的基本概況。 3.???????? 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。 4.???????? 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。 5.???????? Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after 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。 6.???????? Greets guests 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。 7.???????? Supports and motivates Concierge 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。 8.???????? Prepare and conduct daily pre-shift meetings, communicate effectively with all team member and provide them with any information necessary to provide guest service in accordance with Hilton Doubletree 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。 9.???????? Monitor performance of team member with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Executive Floor Desk. 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. 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。????? 10.???? 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。 11.???? 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。 12.???? 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。 13.???? 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。 14.???? 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。 15.???? 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。 16.???? 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。 17.???? 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。 18.???? 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。 19.???? 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。 20.???? Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity. 根據價格要求向客人提供相應物有所值的物品。 21.???? Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. In the absence of the Guest Relations 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。在賓客關系經理不在場的情況下，參與救助行動。? 22.???? 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。 23.???? 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，公司或第三方付費等服務時要嚴格遵守酒店規定。 24.???? 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。 25.???? Manages costs effectively by minimizing and controlling expenses. 控制花費，節約成本。 26.???? 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。 27.???? 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。 28.???? 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。 29.???? 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。 30.???? 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。 31.???? 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。 32.???? 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。 33.???? Acts as the first point of contact and liaison 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。 34.???? Liaises with Sales, Reservations and the Business Development team to handle corporate. 協助銷售，預定和商業發展團隊共同為客人提供服務。 35.???? 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。 36.???? Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way. 確保賓客檔案信息及時錄入公安申報系統。 37.???? 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。 38.???? 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。 39.???? 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。 40.???? 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。 41.???? 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。 42.???? 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。 43.???? Handles guest relocations as required . 幫助客人解決換房間事宜。 44.???? Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or 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。 45.???? Monitor Executive Floor traffic to make team membering adjustments accordingly. 維持行政樓層的秩序，根據需求進行人員調配。 46.???? Prepares the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards. Meets and greets regular and normal guests during the service, ensuring satisfaction. 為行政樓層提供餐飲服務，監督管理使行政樓層隨時都處于最佳狀態。問候行政樓層的客人和常客確保客戶滿意度。 47.???? Ensures that the Assistant Front Desk 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。 48.???? Operation of office equipment such as facsimile and photocopier as needed. 對行政樓層的設施設備和文具用品予以管理，如傳真機，影印機等。 49.???? Pre Register all VIP’s and Hilton Hhonors Reservations so that the rooms may be inspected, and at 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。 50.???? Prepare daily forecast of expected arrivals and departures using analysis and judgment skills. 對已有數據進行分析整理，做好預抵和預離的報表。 51.???? Responds to inquires with accurate information regarding hours of outlet operation , directions to local attractions , or meeting rooms , car rentals and airline shuttle service , etc ,according to individual needs. 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，景區景點指南，租車服務及機場接送服務等。 52.???? Arranges and confirms recreation , business and dining activities both inside and outside the hotel . Promptly responds to requests for dentists , doctors ,child care , florists , etc. 代客預訂店內及店外的餐廳和娛樂場所。為醫療保健，托嬰，送花等服務提供協助。 53.???? 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。 54.???? Ensures that the concierge team correctly carries out ticket reconfirmation, tour bookings and makes guest reservations when required. 確保根據不同需求為賓客提供票務信息確認，旅行預定等服務。 55.???? Remains calm and attentive especially during heavy hotel activity and emergencies . Listens and responds to guest inquires using a positive , clear speaking voice . Answers questions and offers assistance giving accurate information regarding outlet hours , other hotel services , directions to local attractions or function rooms ,car rentals , air line shuttle service ,etc. 能成著冷靜的應對各種突發情況。熟知酒店各營運場所的營業時間，為客人提供旅游向導，租車，訂票等各種服務。 56.???? 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。 57.???? Ensures a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered assistance when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewell. 如有需要，幫助客人拿取行李，確保客人及時辦理離店，安排運送，同時歡迎他們再次光臨。 58.???? Handles and stores guests luggage in a safe and secure, organized and systemized way. 有條理的安放和儲存客人的行李并確保安全。 59.???? Responsible for ensuring that the lobby appearance is neat and tidy, and that public areas are called when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests. 確保大廳的整潔衛生，及常用客用資料和物品等的補充更新。 60.???? Handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel 確保禮賓部準確的信息傳遞，保證酒店和賓客每日包裹郵件的正常收發。 61.???? Responsible for managing guest airport transportation, ensuring pick-ups and drop-offs are completed on time and the most effective use of the drivers time is made. 為客戶提供機場接送服務并最大效率的安排司機的工作時間。 62.???? 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。 63.???? 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。