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(dǎo)，為賓客提供一致高效的服務(wù)。
? ? ? ??Observe performanceand encourage improvement. Monitor Executive Lounge traffic to make membering adjustmentsaccordingly.
關(guān)注員工的表現(xiàn)并給予激勵。維持行政酒廊的秩序，根據(jù)需求進(jìn)行人員調(diào)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(jiān)督行政酒廊的運轉(zhuǎn)，日常工作的完成，爭取利潤最大化。在前臺接待，康萊德服務(wù)中心接線員，行李員及其他team部門有需要時予以協(xié)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(fā)生經(jīng)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(wù)標(biāo)準(zhǔn)，對客服務(wù)的相關(guān)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(xiàn)作出評估，不足之處予以指出并給予恰當(dāng)培訓(xùn)。在團(tuán)隊中起到表率作用，能應(yīng)酒店需求調(diào)整工作時間。?????
? ? ? ??Supports and motivates front desk teammembers by leading by example and employing competent and consistent managementpractices.
通過訓(xùn)練及一致的管理，領(lǐng)導(dǎo)和激勵團(tuán)隊員工。
做隊員的導(dǎo)師，提高員工水平，促進(jìn)他們完成所設(shè)立的目標(biāo)。
? ?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(xùn)。
? ? ??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(xùn)部門高潛能員工，促進(jìn)工作水平的提高及進(jìn)一步的職業(yè)規(guī)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(fā)展提供創(chuàng)造性的建議，為顧客和整個團(tuán)隊提供高品質(zhì)服務(wù)。
? ? ??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(xùn)新員工，使其盡快達(dá)到勝任工作的最低標(biāo)準(zhǔn),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(wù)，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(yù)訂為客人辦理入住，核對預(yù)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(dá)。
? ? ? ?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(dāng)?shù)臅r候告知值班經(jīng)理或賓客關(guān)系經(jīng)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(hù)顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)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(wù)。
? ??Liaises with Sales, Reservations and theBusiness Development team to handle corporate.
協(xié)銷售，預(yù)定和業(yè)務(wù)發(fā)展團(tuán)隊共同為公司客人提供服務(wù)。
? ? ?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(yù)定或喜好安排房間，并做詳細(xì)目錄管理。
