Principle Responsibilities & Position Purpose:

职责目标：

Perform the actual manual and technical operation of the PABX Switchboard, Send faxes and provide a system of locating or paging guests who have telephone calls. To facilitate a memorable guest experience during the guests stay, by delivering items, acting upon requests and providing guest assistance where required, and to adhere to Hilton Brand Standards.

礼貌专业的接听，转接所有来电，依照希尔顿品牌标准及客人的不同需求协同相关部门为客人提供服务，让顾客在到达，停留，离开的整个过程中享受热情周到的服务。

Essential Responsibilities:

基本职责：

Ensure the correct operation of the switchboard for fast and efficient transferring of internal and external calls. 快速高效的转接所有来电。 Greets customers immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, etc. according to individual needs. 诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间，方位等。 Ensure the Front Office Manager is kept fully aware of any relevant feedback from either customers or other department. 将客人和其他部门的意见和建议及时反馈给前厅部经理。 Check all the equipment in Magic Centre all the time to ensure smooth operation: paging system, fax machine, voice mail system, FCS system, etc. Keep the Magic center clean and tidy to ensure that all the staff may work in a comfortable environment. 时刻关注客服中心各项设施设备的运转是否正常，如传呼系统，语音留言，FCS 系统等。保证客服中心的清洁干净，为员工提供一个相对舒适的工作环境。 Reviews VIP arrival and ensures proper handling of VIPs and groups. 关注VIP预抵及团队客人.

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.

Takes an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

积极的工作，友好的为客人提供服务。

Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.

积极地参加职业培训,保证工作能力

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，为酒店发展提供建议，有创新精神，为顾客提供品质服务。

Greets all guests’ communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.

交流的时候热情的语调和所有宾客问候，让他们觉得受到酒店的欢迎。

Transfers all internal and external guest calls to the appropriate party correctly, with minimal delay.

及时准确的为国内外宾客转接电话。

Handles and delivers messages in a confidential and professional manner, maintaining guests’ privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.

准确及时的为客人传递信息，确保顾客隐私。

Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests’ privacy at all times and adheres to Hilton Brand Standards for communication.

遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。

Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.

采取必要行动，及时有效的处理顾客的不满，适当的时候告知客服中心经理或宾客关系经理。回访客人，确保客人对解决方法满意。

Maintains awareness of guest’s profile and specific preferences

维护客户资料和详细信息

Ensures that VIP guests are treated personally and recognized as an individual.

确保VIP客人的待遇。

Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.

将顾客信息录入酒店管理系统，确保团队成员能清晰的看懂。

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.

遵循希尔顿品牌标准。

Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.

了解酒店及希尔顿集团的基本概况。

Is up to date with information on facilities, attractions, and places of interest, sights and activities in and around hotel.

了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。

Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT

与餐饮部，客房部，工程部，IT等进行有效的联络。

Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.

对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。

Carries out administrative duties of the department where required, including typing, printing, binding, and filing.

如有需要，完成部门的行政任务，包括打字复印，装订等。

Have knowledge and understanding of basic computer application and their use that can effectively demonstrate.

能熟练的掌握和运用电脑，

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. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.

确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。

Keeps up to date and aware of competitor activities in order to be informed.

警惕商业竞争行为，并及时上报。

Correctly posts charges for telephone charges and the business center, as well as manage the hotels communication system to ensure that there is no loss of revenue.

准确收取电话和商务中心费用, 连同处理酒店沟通制度，确保酒店应得收入

Must be fully familiar with emergency contingency plans/safety and responsibilities relating to specific positions.

熟悉火灾等突发情况的预警措施并严格按照酒店的相关规章制度予以执行。

To undertake any other reasonable task or request as directed by the management.

接受部门其他合理的任务或要求的安排。

The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.

如有必要 ，该部门有权更改或补充该职位描述

Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.

通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。

Specific Job Knowledge, Skill and Ability:

工作技能技巧要求

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

Ability to read, writes, speak and understand the English language to communicate effectively with guests and employees.

能有效的用英语沟通交流。

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.

擅长于处理宾客关系，能快速有效的应对各种问题。

Interpersonal skills to provide overall guest satisfaction.

以较强的人际交往能力提高客人满意度。

Ability to work under pressure and deal with stressful situations during busy periods.

能在强压下胜任工作。

上班地址：红松东路1116号

所属部门：前厅部