【職位描述】
1.??????Communicate effectively both orally andin writing to provide clear direction to staff. Observes performance andencourages improvement. Interview, select, train, supervise, evaluate, counseland administer disciplinary procedures for Executive Lounge staff. MonitorsFront Desk traffic and makes staffing adjustment as required.
與員工有效的溝通，提供明確指示，關注員工的表現(xiàn)并給予激勵。依相關程序面試，挑選、培????? 訓、督導、評估、管理行政酒廊的所有員工。維持前臺的秩序，根據(jù)需求進行人員調(diào)配。
2.??????Reviews ensures proper handling of VIPsand groups. Administers amenity orders and resumes for incoming guests. Updatesystem by inputting inventory and non-inventory groups. Monitors specialreservation requests handling and oversees rate changes on in-house guests.
關注有特殊要求的預訂，及時更新系統(tǒng)相關信息，確保VIP及團隊預訂的良好運作。監(jiān)督住店客人房價變更情況。
3.??????Computes daily payroll, schedules, andother reports. Analyzes data and makes decisions based on prior experiences andknowledge of circumstances to prepare daily and weekly forecast of expectedarrivals and departures.
估算每日薪酬，進程表及相關報表。根據(jù)之前的經(jīng)驗及詳細預訂情況對數(shù)據(jù)進行分析,預測每周及每日的預抵和預離。
4.??????Manages Front Desk staff, resolves guest concerns, and implements resolutionsby using discretion and judgment .
管理前臺員工，運用敏銳的判斷力和決斷力解決客戶的問題。
5.??????Leads and motivates team members byleading 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。
6.??????Actively takes part in training theteam, facilitating formal training sessions and on the job training to ensurethat all team members are of the same standard. Also attends training where andwhen required。
積極地參加職業(yè)培訓,讓員工保持水平一致。
7.??????Acts as a coach and mentor to teammembers, reinforcing standards and expectations and motivating team members tostrive 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。
8.???????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。
9.??????Conducts PDR, 1:1 meetings throughoutthe year, ensuring that the feedback given to team members is fair, unbiasedand provides a platform for continued improvement, according to the Hiltonstandards.
根據(jù)希爾頓績效評估標準，進行1：1的面談，確保對每個員工的公平，為員工提供繼續(xù)發(fā)展的平臺。
10.??Is involved with succession planningand development of high potential team members to ensure that all team membersare 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(yè)規(guī)劃。
11.??????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。
12.??????Creating a warm and welcoming arrivalfor guests, ensuring that they feel expected and immediately “at-home” whenthey arrive.
為顧客提供熱情周到的服務，有賓至如歸感。
13.??????Checking-in guests in accordance withtheir reservation details, ensuring that the registration card is completed,reservation information confirmed, HHonours and Frequent Flyer Number enquiredabout, 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。
14.??????Handles complaints promptly andefficiently, taking the necessary action, and informing the Guest ServiceManager for follow up, where appropriate. Follow 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，適當?shù)臅r候告知賓客服務經(jīng)理?；卦L客人，確?？腿藢鉀Q方法滿意。
15.??????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。
16.??Coordinates with Room Service toarrange in-room amenity set-ups according to VIP level and for specialoccasions – ie. Birthday and Honeymoon.
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。
17.??Liaises with Sales, Reservations andthe Business Development team to handle corporate guests.
協(xié)助銷售、預定和商業(yè)發(fā)展團隊共同為客人提供服務。
18.??Promotes HHonours and its associatedbenefits to guests who are not already enrolled in the program. Ensures thatexisting HHonours members receive personal and professional service thatrecognizes 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(yōu)質(zhì)專業(yè)的服務。
18.??Applies Hilton Brand Standards in eachand every action, acting as a role model and example of how the standardsshould be carried out in a practical setting.
遵循希爾頓品牌標準。
19.??????Ensures communication, coordination andcooperation between the other operating departments, specifically Housekeeping,F&B and Accounts
確保和其他部門間的有效溝通交流，特別是客房部、餐飲部和財務等。
20.??????Preparation areas to ensure cleanlinessand presentation standards. Meets and greets regular and normal guests duringthe service, ensuring satisfaction.
監(jiān)督管理使前臺隨時都處于最佳狀態(tài)。問候客人和常客確?？蛻魸M意度。
21.??????Pass on information effectively,ensuring that all necessary details are communicated to the intended person andthat any pending action is completed and guest satisfaction confirmed. Attendsdaily briefings, shift handovers, meetings and reads the log book on a dailybasis.
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。
22.??Keep up to date and aware of competitoractivities in order to be proactive and create market advantage.
警惕商業(yè)競爭行為，并及時上報。
【任職要求】
1.??????Good at English, especially oral andwritten English.
良好的英語口語和書寫能力。
2.??????Demonstrated strong leadership skill.
較強的領導技能
3.??????Thorough organization and supervisoryskills proficient in accomplishing the task.
組織管理與督導能力。
4.??????Excellent mathematical comprehension tounderstand and interpret numbers as they apply to operations in hotels.
?優(yōu)越的數(shù)據(jù)理解性，能對日常營運的數(shù)據(jù)給予合理恰當?shù)慕忉尅?5. College degree or above, with more than 1 years of work experience in the same position.
大專以上學歷，有同崗位工作經(jīng)驗1年以上，前廳部經(jīng)驗5年以上。
