月收入：基本工資+津貼+獎(jiǎng)金等9500元-10500元
有OnQ系統(tǒng)操作經(jīng)驗(yàn)者優(yōu)先
職位描述：
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。
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。
對(duì)前臺(tái)進(jìn)行日常管理，用敏銳的判斷力和決斷力解決客戶的問題。
通過訓(xùn)練及一致的管理，領(lǐng)導(dǎo)和激勵(lì)團(tuán)隊(duì)員工。
在前廳經(jīng)理/前廳副經(jīng)理不在的情況下，作為值班經(jīng)理負(fù)起責(zé)任。
在夜班經(jīng)理不在的時(shí)候完成夜班經(jīng)理職務(wù)。
積極地參加職業(yè)培訓(xùn),讓員工保持水平一致。
做隊(duì)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)。
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。
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(gè)團(tuán)隊(duì)提供高品質(zhì)服務(wù)。
簡(jiǎn)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。
為顧客提供熱情周到的服務(wù)，有賓至如歸感。
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。
將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)等。
采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知前廳部經(jīng)理?；卦L客人，確?？腿藢?duì)解決方法滿意。
將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)。
作為VIP客人最先聯(lián)系到的部門，要確保他們的個(gè)性化服務(wù)。
按照客人的預(yù)定或喜好安排房間，并做詳細(xì)目錄管理。
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)。
協(xié)同銷售，預(yù)訂及業(yè)務(wù)發(fā)展團(tuán)隊(duì)共同為客人提供服務(wù)。.
確保賓客檔案信息及時(shí)錄入公安申報(bào)系統(tǒng)。
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。
掌握希爾頓酒店集團(tuán)的基本概況。
崗位要求：
能有效的用英語(yǔ)溝通交流。
擅長(zhǎng)于處理賓客關(guān)系，能快速有效的應(yīng)對(duì)各種問題。
以較強(qiáng)的人際交往能力提高客人滿意度。
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?組織管理與督導(dǎo)技能。
能在強(qiáng)壓下勝任工作。
Position Summary:
Communicateeffectively both verbally and in writing to provide clear direction to teammembers, observing performance and encouraging improvement.
Interview,select, train, supervise, evaluate, counsel, and administer disciplinaryprocedures for Front Office team members.
Monitorlobby traffic and assign team members as required.
ReviewVIP reservations and ensure the proper handling of VIPs and groups, administeringamenity orders, and managing incoming guests.
Updatethe system by inputting inventory and non-inventory groups, monitoring specialreservation handling requests and oversee rate changes for in-house guests.
Computedaily payroll, schedules and other reports, analyze data and make decisionsbased on prior experiences and knowledge of circumstances to prepare daily andweekly forecasts of expected arrivals and departures.
Managethe Front Office team, resolve guests’ concerns, and implement resolutions byusing discretion and judgment.
Leadand motivate team members by leading by example and employing competent andconsistent management practices.
Takeresponsibility of the hotel as the Duty Manager in the absence of the AssistantFront Office / Front Office Manager.
Completenight shift duties acting as the Night Manager when he / she is not on duty.
Activelytake part in training the team, facilitating formal training sessions and onthe job training to ensure that all team members are of the same standard.
Attendtraining where and when required.
Actas a coach and mentor to team members, reinforcing standards and expectationsand motivating team members to strive for established targets.
Maintaindiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labor Law and HR guidelines, appropriately disciplinewhen and where required.
ConductsPDRs, one-to-one meetings throughout the year, ensuring that the feedback givento team members is fair, unbiased and provides a platform for continuedimprovement, according to the Hilton standards.
Be involvedwith succession planning and development of high potential team members toensure that all team members are trained to progress to the next level of theircareer.
Contributeto 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.
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 jobs and know what is expected of them.
Createa warm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive.
Check-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Hilton Honorsand Frequent Flyer numbers enquired about, and method of payment secured.
Ensurethat guests are escorted to their rooms, hotel facilities and room features areexplained, and luggage is delivered in a prompt manner.
Handlecomplaints promptly and efficiently, taking the necessary action, and informingthe Guest Relations Manager to follow-up, where appropriate.
Follow-upwith guests to ensure satisfaction with problem resolution.
Maintainawareness of guests’ profiles and specific preferences, ensuring that they areacted upon for each reservation.
Actas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized as an individual.
Allocaterooms in accordance to guests’ reservations, preferences and remarks,maintaining a systemized and sales focused approach to room inventorymanagement.
PromoteHilton Honors and its associated benefits to guests who are not alreadyenrolled in the program, ensuring that existing Hilton Honors members receivepersonal and professional service that recognizes them as important guests andthat their benefits are received.
Liaisewith Sales, Reservations and Business Development teams to handle corporate guests.
Ensurethat guests’ profiles and information are input into the Police Report systemin a timely and accurate way.
ApplyHilton’s brand standards in every action, acting as a role model and example ofhow the standards should be carried out in a practical setting.
Knowledgeableof the hotel’s facilities and services as well as basic knowledge of HiltonInternational, MEAP and other properties in China.
Job requirements:
Able to read, write, speak andunderstand English to communicate effectively with guests and employees.
Able to effectively deal withinternal and external customers, some of whom will require high levels ofpatience, tact and diplomacy to defuse anger, collect and analyze accurateinformation and resolve conflicts.
Strong interpersonal skills toprovide overall guest satisfaction.
Excellent mathematical comprehension to understandand interpret numbers as they apply to operations in hotels.
Thorough organization and supervisory skills.
Proficient in accomplishing tasks.
Able to work under pressure and deal with stressfulsituations during busy periods.
