SUMMARY:????????? ????? 工作概述：?? ? Guest Service Manager provides supervision, direction and leadership to all Front Office personnel under the guidance of the Front Office Manager in accordance with the objectives, performance and quality standards established by Hilton Hotels and Resorts and Hilton Wuhan, Riverside. 賓客服務經理在前廳部經理的領導下提供監督、指導和領導前廳部并使其與希爾頓酒店集團和武漢世茂希爾頓酒店所制定的目標，服務和質量標準相一致。 ? Overseas and direct all aspect of day to day public area operations. Proactive and quick to assess area which needs attention and decisive action. Should always be firm but fair treatment among peer and subordinates. Ensures effective communication among all Front Office personnel and other department. Ultimately, the Guest Service Manager ?must be an active liaison between management and the guest. 總攬并督導辦公區域的日常運作，必須積極主動并及時地判斷出需要特別注意及需采取行動的區域。要公平對待同級和下級，確保和前廳部內部及與其他部門保持有效的溝通。同時，賓客服務經理需協調管理層與客人之間的關系。 ? CHARACTERISTICS REQUIRED 資質要求 ? 1.????? Presentable. ? ? ? ? ?外貌端正 2.????? Communication skills, ability of solving problems. ? ? ? ? ?溝通良好，有一定解決問題的能力 3.????? Good Health. ? ? ? ? ?身體健康 4.????? Articulate. ? ? ? ? 語音清晰 5.????? College graduate. ? ? ? ? ?大學專科以上學歷?? 6.? ? ? Hotel Management, English etc. is preferred. ? ? ? ? ?酒店管理、英語等相關專業優先考慮 7.????? Willing to work long hours. ? ? ? ? ?能夠適應長時間工作 8.????? Minimum of 4 years experience at front office department.? ? ? ? ? ?至少有4年前廳部的工作經驗 9.????? At least 2 years experience in same position in similar capacity in 5 Star Hotel ? ? ? ? ?至少2年五星級酒店相同職位工作經歷

1.Utilizes interpersonal and communicationskills to lead, influence, and encourage others; advocates soundfinancial/business decision making; demonstrates honesty/integrity; leads byexample. 利用人際關系和有效的溝通技巧來引導、影響和鼓勵他人；倡導健全的財務/業務決策；以身作則表現出誠實/正直。 2.Encourages and builds mutual trust, respect,and cooperation among talents. 鼓勵和建立英才之間的相互信任、尊重和合作。 3.Supervises and manages talents. Manages allday-to-day operations. Understands talent positions well enough to performduties in employees' absence. 監督和管理英才，管理所有日常運營。熟知英才的崗位職責，在他們缺勤時履行職責。 4.Establishes and maintains open,collaborative relationships with talents and ensures talents do the same withinthe team. 與英才建立和保持開放的協作關系，并確保英才在團隊內部也能保持協作關系。 5.Rotate shift for 24 hours. 實行輪班制。 6.Support Welcome Desk whenever necessary. 在需要時，協助迎賓臺接待工作。 7.Manages day-to-day operations, ensuring thequality, standards and meeting the expectations of the customers on a dailybasis.? 管理日常運營，確保每天的服務質量和標準達到客戶的期望。 8.Develops specific goals and plans toprioritize, organize, and accomplish work. 制定具體的目標和計劃，根據計劃優化地組織工作以完成目標。 9.Handles complaints, settling disputes, andresolving grievances and conflicts, or otherwise negotiating with others. 處理投訴，解決糾紛，或與他人進行協商以解決不滿和沖突。 10.Strives to improve service performance. 努力改進服務表現。 11.Collaborates with the Director of Welcome onways to continually improve departmental service. 與迎賓部總監合作尋找方法不斷改進部門的服務質量。 12.Communicates a clear and consistent messageregarding the Whatever Whenever goals to produce desired results. 將迎賓部的期望目標清楚一致地傳達。 13.Participates in the development andimplementation of corrective action plans based on review of comment cards andguest satisfaction results. 以賓客意見和滿意度為基點，參與開發和實施正確的行動計劃。 14.Emphasizes guest satisfaction during alldepartmental meetings and focuses on continuous improvement. 在所有部門會議期間強調客人滿意度的重要性，并專注于持續的改進。 15.Collaborates with the Director of Welcome onways to continually improve departmental service. 與迎賓部總監合作尋找方法不斷改進部門的服務質量。 16.Communicates a clear and consistent messageregarding the Whatever Whenever goals to produce desired results. 將迎賓部的期望目標清楚一致地傳達。 17.Participates in the development andimplementation of corrective action plans based on review of comment cards andguest satisfaction results. 以賓客意見和滿意度為基點，參與開發和實施正確的行動計劃。 18.Emphasizes guest satisfaction during alldepartmental meetings and focuses on continuous improvement. 在所有部門會議期間強調客人滿意度的重要性，并專注于持續的改進。

The Night Manager takes a role in assisting to provide supervision and leadership in theFront Office in accordance with the objectives, performance and qualitystandards established by the hotel. The Night Manager also responsible for handling any guest inquiries or complaints andemergency situations round the clock and ensure guest satisfaction is attainedwith a good balance of the interest of the company.? 夜班經理根據酒店制定的目標、績效和質量標準，協助監督和領導前廳部的工作。夜班經理還負責處理客人的詢問、投訴和緊急情況，確保客人滿意，同時兼顧酒店的利益。 Duties and Supporting Responsibilities Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (CXS) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements Assist to promote upselling programmes in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis Assume the role of Night Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices and restaurants at least once every night Handle any guest’s inquiries or complaints, emergency situations, overbook situation. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (HMS). Always share, report and consult with Director of Front Office Operations or Front Office Manager of any guest complaint/ comment/ recommendation Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy Relieve duty and day-off of Guest Relations Manager/ Reception Manager when needed and upon request by superior Always maintain a good work relationship with other departments? Job Requested A minimum of 3 years Duty Manager/ Night Manager experience in luxury hotel. Good knowledge of front desk operations. Strong desire to deliver excellent guest services and with passion to serve. Ability to multi-task and always remain composed. Computer literacy which is not limited to Excel, Power Point and Word. Fluent in English and Mandarin, both spoken and written.

定期主持召開部門溝通會并確保部門例會和會議切實有效且在必要時進行指導。 Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary. 匯報值班日志中所記錄的所有事件。 Reports all daily occurrence of the Hotel in the Assistant Manager’s Log record. 仔細跟進每項任務并確保在交接班前完成。檢查所有未盡事項，且負責到底。 Follows through closely all tasks that need to be attended to and ensure full completion by end of shift. Checks through for any outstanding matter and assumes full responsibility for uncompleted tasks. 所有與客人有關的事件必須記錄，并更新客史檔案里。 All guest incidents must be recorded and updated in Guest History database. 根據客房部提供的破損和遺失物品報告，在24小時內與客人溝通。 Corresponds within 24 hours to guest on all damage/missing items reported by Housekeeping. 禮貌而高效地處理所有客人和內部的投訴和詢問，確保問題得到圓滿解決。 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. 保持與顧客和同事的良好合作關系。 Maintains positive guest and associate interactions with good working relationships.

崗位職責: 1.協助前廳部經理的工作，確保工作能夠正常、順利地運行。 2.要非常熟悉酒店的危機應對流程，與各部門通力合作以防止突發事件的發生。 3.確保前廳區域的工作能夠順利、高效、專業地運作。確保各部門間的良好溝通。 4.組織開展每日工作會議，確保最新的團隊及VIP信息能夠及時地傳遞給員工。 5.作為安排和組織客人入住的關鍵人物，需給員工做出榜樣，確保服務質量達到酒店的品牌標準。在所帶領的團隊中，營造出熱情、專業款待客人的氛圍，以確保客人能夠滿意。 6.了解常駐客人，熟悉其特殊要求，確保其要求能夠得到滿足 崗位要求: 1.穿戴得體、并遵守酒店的著裝規定，舉止優雅。 2.高效的工作能力。 3.良好的溝通技能。 4.良好的團隊合作精神。 5.中英文流利。 6.大學專科及以上優先考慮。 7.至少2年相關領域工作經驗

酒店距青島膠東國際機場約90分鐘車程，毗鄰市政府和金融中心區以及旅游景點和海濱，緊鄰一站式休閑購物商場萬象城，與地鐵2號線和3號線五四廣場站僅數十米之遙，可直達青島火車站、青島火車北站，沿途還可抵達八大關、棧橋、海水浴場等景點。 酒店共有686間客房和套房，分別位于青香閣和盛世閣兩棟相互連通的大樓。盛世閣擁有專用的通道和獨立的大堂，客房面積達54平方米。 在香格里拉，員工是我們事業成功的基礎。我們的指導思想是聘用工作態度好的員工，并對他們進行技能培訓。我們將確保員工的培訓發展、留住員工以及對其職業生涯進行規劃。 在這里我們將為您提供：廣闊的個人發展空間；集團內、外培訓機會；融洽的工作氛圍；豐富的員工活動；完備的員工設施；香格里拉集團發展平臺；具有競爭力的福利待遇。 我們目前正在尋找一名 值班經理 加入我們的前廳部團隊。 崗位職責 1.負責協調和督促各部門做好值班期間的各種工作。協調各部門的工作關系，處理和解決發生的各種問題和突發的各類事件。 2.接待和迎送到店離店的重要賓客，檢查有關部門做好服務工作。 3.負責當班期間的質量管理工作。 4.記錄當天工作的重要情況，發現的問題及處理的意見和結果，及時遞交管理層閱示。 崗位要求 1.大專以上學歷，有五星級酒店同崗位工作經驗2年以上。 2.懂得酒店管理一般理論知識和酒店管理制度和工作規范。 3.熟悉各種應急預案的內容和程序，了解接待禮儀、禮節。 4.熟悉外事紀律，了解旅游法規，懂得治安、消防條例等法律、法規等基本知識。 5.具有較強的組織、指揮、協調和控制等方面的管理能力，能處理賓客投訴和突發事件。 6.會撰寫本職范圍內的應用文，語言清晰。 7.能熟練運用英語交流。

The Assistant Manager takes a role in assisting to provide supervision and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel. The Assistant Manager also responsible for handling any guest inquiries or complaints and emergency situations round the clock and ensure guest satisfaction is attained with a good balance of the interest of the company. 大堂副理根據酒店制定的目標、績效和質量標準，協助監督和領導前廳部的工作。大堂副理還負責處理客人的詢問、投訴和緊急情況，確保客人滿意，同時兼顧酒店的利益。 Duties and Supporting Responsibilities 1. Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements 2. Assist to promote upselling programmed in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis 3. Assume the role of Night Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices and restaurants at least once every night 4. Handle any guest’s inquiries or complaints, emergency situations, overbook situation. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (PSMS). Always share, report and consult with Director of Front Office Operations of any guest complaint/ comment/ recommendation 5. Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures 6. Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy Relieve duty and day-off of Guest Relations Manager/ Guest Services Manager when needed and upon request by superior 7. Always maintain a good work relationship with other departments? Job Requested 1. A minimum of 2 years Assistant Manager experience in luxury hotel. 2. Good knowledge of front desk operations. 3. Strong desire to deliver excellent guest services and with passion to serve. 4. Ability to multi-task and remain composed at all times. 5. Computer literacy which is not limited to Excel, Power Point and Word. 6. Fluent in English and Mandarin, both spoken and written

崗位職責： 1、及時向領導匯報有關影響客戶服務和酒店運營的事宜。 2、與酒店其他部門進行合作、協調和溝通。 3、對情況做出反應，響應客戶需求，解決相關問題，確保整個酒店的客人受到及時的關照和服務。 4、督導、指導前廳接待部員工的工作。 5、支持、協助前廳部員工；在旺季時，支持、協助所有部門。 6、確保VIP和會員受到特別的關照。 7、定期檢查前廳和后廳的清潔工作。 8、協助客戶關系員工迎賓、辦理住宿、送別VIP客人。 9、監督員工的行為標準、制服、個人衛生以及儀表。 10、對前廳部會議提供建議。 11、促進酒店內銷售和內部設施的利用。 12、檢查賬單操作，監督客人信用。 13、分析并對折扣進行批復。 14、分析房價差異表，管理客房收益。 15、培訓一線員工的營銷技巧，實現銷售最大化。 崗位要求： 1、身體健康，工作認真負責。 2、有五星級酒店、輕奢酒店大堂管理工作經驗優先。 3、熟悉客房部專業知識，熟練使用手機軟件。 4、掌握熟悉賓客管理、服務流程和質量標準。 5、具有組織協調能力、應變能力、經營能力以及文字表達能力和信息管理能力。 6、有籌開經驗者優先。

崗位職責 1、主持酒店夜間的經營管理活動，并向上級報告工作。 2、負責協調和督促各部門做好夜間的各種工作。協調夜間各部門的工作關系，處理和解決發生的各種問題和突發的各類事件。 3、接待和迎送夜間到離店的重要賓客，檢查有關部門做好服務工作。 4、負責酒店夜間的質量管理工作。 5、編寫“夜間工作日記”，記錄當天工作的重要情況，發現的問題及處理的意見和結果，及時遞交上級閱示。 崗位要求 1、大專以上學歷，有同崗位工作經驗5年以上。 2、懂得酒店管理一般理論知識和酒店管理制度和工作規范。 3、熟悉各種應急預案的內容和程序，了解接待禮儀、禮節。 4、熟悉外事紀律，了解旅游法規，懂得治安、消防條例等法律、法規等基本知識。 5、具有較強的組織、指揮、協調和控制等方面的管理能力，能處理賓客投訴和突發事件。 6、會撰寫本職范圍內的應用文，語言清晰。 7、能用一種外語與賓客流利交流。