崗位職責/職位描述

工作職責：

1.督促管理當值期間前臺接待工作，確保提供優質高效的服務。

2.與員工有效的溝通，提供明確指示，關注員工的表現并給予激勵。

3.在遵循酒店規章制度，維持優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。

4.管理前臺，用敏銳的判斷力和決斷力對當值期間的突發狀況予以迅速解決。

5.友好誠摯的問候，耐心傾聽，溝通并解決所有賓客與員工的困難和問題。在團隊中起到表率作用，能應酒店需求調整工作時間。

6.通過訓練及一致的管理，領導和激勵團隊員工。

7.積極地參加職業培訓,讓員工保持水平一致。

8.做員工的導師，提高員工水平，促進他們完成所設立的目標。

Job Description  :

1.Supervise front desk staff to ensure smooth and efficient operation during the assigned shift.

2. Communicate effectively both verbally and in writing to provide clear directions to staff.

3. Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.

4.Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.

5.Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.

6.Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.

7.Listen to and understand requests, issues and situations from both guests and team members.

8.Regular attendance in conformance with the standards established by Hilton from time to time.