【職位描述】
1.Create a warm and welcoming experience for guests by concentrate on observing and collecting guest staying preference. Allocates rooms in accordance to the guests reservation, preference and remarks
致力于關(guān)注和搜集客人喜愛的入住體驗(yàn)，為客人創(chuàng)造熱情周到的服務(wù)。按照客人的預(yù)定或喜好安排房間。
2.Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money
抓住商機(jī)，用合理的方式提高酒店收入，確保客人感受到物有所值。
3.Communicates effectively both orally and in writing to provide clear direction to team member. Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers disciplinary procedures for front office team member. Monitors lobby traffic and arrange team members on duty as required. Manages costs effectively by minimizing and controlling expenses.
與員工有效的溝通，提供明確指示，關(guān)注員工的表現(xiàn)并給予激勵(lì)。依相關(guān)程序面試，挑選，培訓(xùn)，督導(dǎo)，評(píng)估，管理前廳部所有員工。留意大堂交通狀況，根據(jù)需求進(jìn)行人員調(diào)配。控制花費(fèi)，節(jié)約成本。
4.Resolves guest concerns, and implements resolutions by using discretion and judgment. Handles complaints promptly and efficiently, taking the necessary action. Follows up with all guests to ensure satisfaction with problem resolution.
用敏銳的判斷力和決斷力解決客戶的問題。采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿。回訪客人，確保客人對(duì)解決方法滿意。
5.Reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests. Updates system by inputting inventory and non-inventory groups. Monitors special reservation requests handling and oversees rate changes on in-house guests.
關(guān)注VIP及有特殊要求的預(yù)訂，及時(shí)更新系統(tǒng)相關(guān)信息，確保VIP及團(tuán)隊(duì)預(yù)訂的良好運(yùn)作。監(jiān)督住店客人房?jī)r(jià)變更情況。
6.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(guān)人員，讓賓客滿意。參加日常例會(huì)及其他會(huì)議。
7.Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines. Distributes appropriate discipline when and where required.
確保員工手冊(cè)，相關(guān)勞動(dòng)法，HR相關(guān)政策的一致性，必要的時(shí)候提供培訓(xùn)。
8.Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.
根據(jù)希爾頓PDR標(biāo)準(zhǔn)，進(jìn)行1：1的面談，確保對(duì)每個(gè)員工的公平，為員工提供繼續(xù)發(fā)展的平臺(tái)。
9.Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer Number enquired about, and method of payment secured.
依照預(yù)訂為客人辦理入住，核對(duì)預(yù)訂信息，希爾頓榮譽(yù)客會(huì)號(hào)及航空公司會(huì)員號(hào)，確保入住登記表的完整性及付款方式安全有效。
10.Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)。
11.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(yù)客會(huì)會(huì)員，確保會(huì)員應(yīng)得利益，為會(huì)員提供優(yōu)質(zhì)專業(yè)的服務(wù)。
12.Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way.
確保賓客檔案信息及時(shí)錄入公安申報(bào)系統(tǒng)。
13.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.
遵循希爾頓品牌服務(wù)標(biāo)準(zhǔn)并貫徹到實(shí)際的運(yùn)作當(dāng)中。
14.Be up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
了解酒店周邊地區(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。
15.Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
確保前臺(tái)和其他部門間的溝通交流，特別是客房部，餐飲部和財(cái)務(wù)部等。
16.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(hù)酒店電腦系統(tǒng)信息數(shù)據(jù)的準(zhǔn)確性，便于系統(tǒng)操作，確保前臺(tái)運(yùn)營(yíng)設(shè)備的正常運(yùn)轉(zhuǎn)以及工作區(qū)域的整潔清潔。
17.Ensures that the Front Office Manager is kept aware and up to date of operational issues.
匯報(bào)最新的工作進(jìn)展，確保前廳經(jīng)理對(duì)整個(gè)部門營(yíng)運(yùn)狀況的了解。
18.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.
確保完成前臺(tái)每日的任務(wù)，包括核對(duì)，報(bào)告，信用額度核對(duì)，網(wǎng)上備份等。
19.Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.
警惕商業(yè)競(jìng)爭(zhēng)行為，促進(jìn)積極的市場(chǎng)發(fā)展。
20.Complies with Health & Safety, Emergency Management, disaster Manual, Fire procedures and regulations.
按照健康安全，危機(jī)管理部門，災(zāi)難處理方法，救火程序執(zhí)行。
【任職要求】
1. At least 1 year professional experience beyond the degree
具有至少一年相關(guān)工作經(jīng)驗(yàn)。
2.Working experience in similar five star international chain hotel is preferred.
具有同等國(guó)際連鎖星級(jí)酒店工作經(jīng)驗(yàn)者優(yōu)先。
3.Team work spirit
團(tuán)隊(duì)精神。
4.Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
優(yōu)越的數(shù)據(jù)理解性，能對(duì)日常營(yíng)運(yùn)的數(shù)據(jù)給予合理恰當(dāng)?shù)慕忉尅?5.Thorough organization and supervisory skills proficient in accomplishing the task.
組織管理與督導(dǎo)技能。
6.Ability to work under pressure and deal with stressful situations during busy periods.
能在強(qiáng)壓下勝任工作。
