1.?To be responsible for the maximization of room revenue and profit through commercial rooms management; ensuring a consistently high standard of customer service within the department.
通過有效的商業(yè)運營，達到酒店利益的最大化；確保部門員工給客人提供一貫高標準的服務。
2.?To maximize room sales and revenue for the hotel. Planning and monitoring of any upselling campaign being established at the Service Department.
為酒店創(chuàng)造最高的收益。制定計劃并時時監(jiān)控服務部已實施的促銷活動。
3.?To maintain a high standard of customer relations/customer service within Service Department.
維護并保持服務部與住店客人之間良好的關系，同時提供高標準的服務。
4.Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個團隊提供高品質服務。
5.?Handles complaints promptly and efficiently, taking the necessary action. Follows up with 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?；卦L客人，確?？腿藢鉀Q方法滿意。
6.?Check guest`s satisfaction, solve the problem in time , pass the information?to the people who`s concerned, and keep the record.
詢問客人的滿意度，如有意見及時反饋給相關人員。并且做好顧客意見記錄。
7.?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.
確保信息有效的傳達到人，及時解決問題讓客人滿意，參加每日必須的會議等。
8.Uses creative management skills to solve guest and team member problems . Ensures compliance with company standards to ensure consistent high quality guest relations .
遵循酒店規(guī)章制度，維持優(yōu)質高效服務的基礎上設法解決所有賓客及員工遇到的困難和問題。
9.?Manages Service Department?, resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment .
管理服務部，用敏銳的判斷力和決斷力對當值期間的突發(fā)狀況予以迅速解決。
10.?Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
維護顧客檔案和信息，確保有效的預定。
11.?Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.
按照客人的預定或喜好安排房間，并做詳細目錄管理。
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錄入公安報告系統(tǒng)。
13.Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes 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)質專業(yè)的服務。
14.?Maintaining in-depth technical knowledge and skills required for the job.
保持崗位所需的知識的更新。
15.Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的職責和被指派的職責。
Specific Job Knowledge, Skill and Ability工作技能技巧要求：
1.?Communicates effectively and clearly.
有效清晰交流。
2.?Actively listens and builds on other ideas.
積極聆聽、多方位思考。
3.?Is culturally sensitive.
文化敏感。
4.?Good written and verbal skills.
良好寫作和口頭表達能力。
5.?Strong leadership and people management skills, added with good training skills.
較強的領導和人員管理技能，附加培訓技能。
6.?Guest oriented and able to confidently build and exceed the service standards.
以客戶為導向，并能夠自信地建立和超過服務標準。?
7.?Strong interpersonal skills and attention to detail.
較強的人際處理能力并關注細節(jié)。
8.?Ability to access and accurately input information using a moderately?complex computer system , including Hilton property management systems .
能快速有效的運用電腦操作系統(tǒng)，包括希爾頓自有的管理系統(tǒng)。
Required Qualifications必要的資歷要求：
1.?Basic?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，能對日常營運的數(shù)據(jù)給予合理恰當?shù)慕忉尅?2.?Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
擅長于處理賓客關系，能快速有效的應對各種問題。
3.?Ability to work under pressure and deal with stressful situations during busy periods.
能在強壓下勝任工作。
