Principle Responsibilities & Position Purpose:

职责目标：

Provide leadership and guidance to Front Desk staff during the assigned shift to ensure consistent quality service is provided.

负责当值期间领导前台接待做好各种接待工作，提供一致高效的服务。

Essential Responsibilities:

基本职责：

Supervises front desk staff to insure smooth and efficient operation during the assigned shift.

督促管理当值期间前台接待工作，确保提供优质高效的服务。

Communicates effectively both orally and in writing to provide clear direction to staff. Assigns and instructs guest service agents in the details of work Observes performance and encourages improvement.

与员工有效的沟通，提供明确指示，关注员工的表现并给予激励

Uses creative management skills to solve guest and team member problems. Ensures compliance with company standards to ensure consistent high quality guest relations.

在遵循酒店规章制度，维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。

Manages desk, resolves guest concerns, and handles emergencies and other challenges that may occur during the assigned shift. Implements resolutions by using discretion and judgment.

管理前台，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。

Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues and situations from both guests and team members. Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

友好诚挚的问候，耐心倾听，沟通并解决所有宾客与员工的困难和问题。在团队中起到表率作用，能应酒店需求调整工作时间。

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.

Supports and motivates front desk team members by leading by example and employing competent and consistent management practices.

通过训练及一致的管理，领导和激励团队员工.

Actively takes part in training the team, supporting and leading formal training sessions and focusing on the job training to ensure that all team members are of the same standard. Also attends training where and when required.

积极地参加职业培训,让员工保持水平一致。

Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.

做员工的导师，提高员工水平，促进他们完成所设立的目标。

Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines.

确保员工手册，中国的劳动法，HR指南的一致性，必要的时候提供培训。

Is involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career.

培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。

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，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。

Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.

简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。

Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

为顾客提供热情周到的服务，有宾至如归感。

Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, and reservation information confirmed Honors and Frequent Flyer Number enquired about, and method of payment secured.

依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。

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.

将客人送至客房，介绍客房布局，确保行李及时送达。。

Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service 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，适当的时候告知值班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, ensuring that they are acted upon for each reservation.

维护顾客档案和信息，确保预订的有效性和准确性。

Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.

作为VIP客人最先联系到的部门，要确保他们的个性化服务。

Liaises with Sales, Reservations and the Business Development team to handle corporate.

协销售，预定和商业发展团队共同为客人提供服务.

Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.

引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。

Allocates rooms in accordance to the guests’ reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.

按照客人的预定或喜好安排房间，并做详细目录管理。

Ensures that guests’ profiles and information is input in to the Police Report system in a timely and accurate way.

确保宾客档案信息及时录入公安申报系统。

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.

掌握希尔顿酒店集团的基本概况。

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

Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.

确保前台和其他部门间的沟通交流，特别是客房部，餐饮部，财务部等。

Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use and operated in an organized and systemized way. Also Ensures that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.

维护酒店电脑系统信息数据的准确性，便于系统操作，确保前台运营设备的正常运转以及工作区域的整洁清洁。

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.

确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例会及其他会议。

Ensures that the Assistant Front Desk and Guest Service Managers are kept aware and up to date of operational issues.

汇报最新的工作进展，确保前厅副经理和宾客服务经理对部门营运状况的了解。

Ensures that the day-to-day functions of the front desk are completed. Including but not limited to Guest Services Manager’s checklist, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards.

确保前台的日常管理，包括但不局限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主帐的核对等。。

Checks Registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is actioned upon.

核对入住登记表，会议及活动信息，预订备份等。

Completes reports where and when requested, ensuring that they are complete and delivered on time to the respected party.

如有要求，提供完整的报告，并及时送至所需部门。

Ensures that the front desk is kept stocked and maintained with requisitions and that par levels are maintained and stock tracked.

确保日常设设施备用品的维护保养和必需库存，所有物品记录有序。

Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.

警惕商业竞争行为， 促进积极的市场发展。

Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests.

根据价格要求向客人提供相应物有所值的物品。

Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. In the absence of the Guest Relations Manager, is a part of the Fire Team and takes action accordingly.

按照健康安全，危机管理部门，灾难处理方法，救火程序执行。在宾客关系经理不在场的情况下，参与救助行动。

Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.

严格遵守现金收付手续，确保所有收银员的现金帐目准确无误，收支平衡。

Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.

收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。

Maintains safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times.

为客人提供保险箱，保证他们的财物安全。

Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.

跟进担保预订及付款方式，确保酒店收入。

Maintains the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.

确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务

Manages costs effectively by minimizing and controlling expenses.

控制花费，节约成本。

Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.

抓住商机，用合理的方式提高酒店收入，确保客人感受到物有所值。

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。

Handles guest relocations as required.

帮助客人解决换房间事宜。

Performs other duties and responsibilities as assigned or required.

应要求担负其他职责。

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。

上班地址：红松东路1116号