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】 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。

Provide guidance and leadership as the Executive Lounge Supervisor andensure consistent quality of customer service is provided to all guests inaccordance with by Hilton standard. 管理行政酒廊，對日常工作予以指導，為賓客提供一致高效的服務。 ? ? ? ??Observe performanceand encourage improvement. Monitor Executive Lounge traffic to make membering adjustmentsaccordingly. 關注員工的表現并給予激勵。維持行政酒廊的秩序，根據需求進行人員調配。 ? ? ??Manage ExecutiveLounge operations by completing a checklist of important daily tasks,determining room and rate availability and making decisions that are in thebest interest of the hotel. Assist Guest Service Agents, Operators, BellAttendants and other departments with any questions or requests. 監督行政酒廊的運轉，日常工作的完成，爭取利潤最大化。在前臺接待，康萊德服務中心接線員，行李員及其他team部門有需要時予以協助。 ? ? ??Resolvecustomer complaints by conducting thorough research of the situation and themost effective resolution. Authorize revenue allowances to remedy problems onlyafter alternative solutions have been offered. 在徹底了解事件發生經過的情況下解決客人投訴，在對提供多種解決方案仍無法解決投訴的情況下予以一定的收益補償。 ? ? ?Prepare andconduct daily pre-shift meetings, communicate effectively with all team memberand provide them with any information necessary to provide guest service inaccordance with Hilton standards. 主持日常例會，及時將希爾頓服務標準，對客服務的相關信息做有效傳遞。 ? ? ? ??Monitorperformance of team member with performance evaluations and discipline issues.Make recommendations for training related issues when inconsistencies developat the Executive Lounge? Desk. Regularattendance in conformance with the standards, which may be established byHilton from time to time, is essential to the successful performance of thisposition. Dueto the cyclical nature of the hospitality industry, employees maybe required to work varying schedules to reflect the business needs of thehotel. 對員工表現作出評估，不足之處予以指出并給予恰當培訓。在團隊中起到表率作用，能應酒店需求調整工作時間。????? ? ? ? ??Supports and motivates front desk teammembers by leading by example and employing competent and consistent managementpractices. 通過訓練及一致的管理，領導和激勵團隊員工。 做隊員的導師，提高員工水平，促進他們完成所設立的目標。 ? ?Maintains discipline amongst teammembers, ensuring consistency in accordance with the team member handbook,Chinese Labour Law and HR guidelines. 確保員工手冊，中國的勞動法，HR指南的一致性，必要的時候提供培訓。 ? ? ??Is involved with the development ofhigh potential team members to ensure that all team members are trained toprogress to the next level of their career. 培訓部門高潛能員工，促進工作水平的提高及進一步的職業規劃。 ? ? ??Contributes to the hotel and team bysharing new ideas and suggestions for improvements, being innovative andcreative to provide quality service and customer care to team members andguests. 致力于酒店工作，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。 ? ? ??Responsible for the smooth inductionand facilitation of training for new team members, ensuring that they aretrained to the minimum level standard and that they can competently completetheir job and that they know what is expected of them. 簡單易懂的培訓新員工，使其盡快達到勝任工作的最低標準,了解公司的期許與要求。??????? ? ? ? ??Expected and immediately“at-home” when they arrive. 為顧客提供熱情周到的服務，有賓至如歸感。 ? ? ??Checking-in guests in accordance withtheir reservation details, ensuring that the registration card is completed,reservation information confirmed, Hilton honors and Frequent Flyer Numberenquired about, and method of payment secured. 依照預訂為客人辦理入住，核對預訂信息，希爾頓榮譽客會號及航空公司會員號，確保入住登記表的完整性及付款方式安全有效。 ? ? ??Ensuring that guests are escorted totheir room that the hotel facilities and room features are explained, and thatluggage is delivered in a prompt manner. 將客人送至客房，介紹客房布局，確保行李及時送達。 ? ? ? ?Handles complaints promptly andefficiently, taking the necessary action, and informing the Guest RelationsManager or Guest Service Manager for follow up, where appropriate. Follows upwith all guests to ensure satisfaction with problem resolution. 采取必要行動，及時有效的處理顧客的不滿，適當的時候告知值班經理或賓客關系經理。回訪客人，確保客人對解決方法滿意。 ? ?Maintains awareness of guest’s profileand specific preferences, ensuring that they are acted upon for eachreservation. 維護顧客檔案和信息，確保預訂的有效性和準確性。 ? ??Acts as the first point of contact andliaison for VIP guests, ensuring that they are treated personally andrecognized as an individual. 作為第一個VIP客人接待的部門，要確保客人得到個性化服務。 ? ??Liaises with Sales, Reservations and theBusiness Development team to handle corporate. 協銷售，預定和業務發展團隊共同為公司客人提供服務。 ? ? ?Promotes Hilton honors and itsassociated benefits to guests who are not already enrolled in the program.Ensures that existing Hilton honors members receive personal and professionalservice that recognizes them as important guests and that their benefits arereceived. ? ??Allocates rooms in accordance to theguests reservation, preference and remarks, maintaining a systemized and salesfocused approach to room inventory management. 按照客人的預定或喜好安排房間，并做詳細目錄管理。

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、負責客房樓層的日常運營管理，確保客房清潔、布草更換、物品補充等工作高效完成； 2、監督和指導客房服務員的工作，確保服務流程符合酒店標準，提升服務質量； 3、定期檢查客房及公共區域的衛生狀況，發現問題及時整改，確保設施設備完好； 4、協助制定客房部的工作計劃，合理分配任務，優化工作流程； 5、處理客房服務中的突發事件及客人投訴，提供及時有效的解決方案； 6、負責客房用品的庫存管理，控制成本，避免浪費； 7、參與新員工的培訓與考核，提升團隊整體業務水平； 8、與其他部門保持良好溝通，確保跨部門協作順暢。 【崗位要求】 1、具備較強的服務意識和責任心，能夠承受一定的工作壓力； 2、良好的溝通協調能力，能夠有效管理團隊并處理突發情況； 3、熟悉客房服務流程及標準，有相關工作經驗者優先； 4、具備一定的培訓能力，能夠指導員工提升業務技能； 5、工作細致認真，注重細節，能夠發現并解決問題； 6、身體健康，能夠適應倒班工作制； 7、無學歷及年齡限制，歡迎有志于酒店行業發展的應聘者。 【員工福利】 1、繳納五險； 2、周末雙休； 3、節日福利； 4、提供吃住； 5、環境高檔； 6、生日津貼。