崗位職責/職位描述

This position is concerned with supervisor roleover all Front Office team members within the hotel and a liaison role with allother departments.

此職位工作的職能對于前廳部的員工來說所扮演的是主管的角色，而對于其他部門則充當是一個聯絡員的角色。

1.?Communicateseffectively both orally and in writing to provide clear direction to teammember. Observes performance and encourages improvement. Interviews, selects,trains, supervises, evaluates, counsels, and administers disciplinaryprocedures for front office team member. Monitors lobby traffic and makes teamMemering adjustments as required.

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。依相關程序面試，挑選，培訓，督導，評估，管理前廳部所有員工。留意大堂交通狀況，根據需求進行人員調配。

2.?Reviews VIPreservations and ensures proper handling of VIPs and groups, administersamenity orders, and resumes for incoming guests. Updates system by inputtinginventory and non-inventory groups. Monitors special reservation requestshandling and oversees rate changes on in-house guests.

關注VIP及有特殊要求的預訂，及時更新系統相關信息，確保VIP及團隊預訂的良好運作。監督住店客人房價變更情況。

3.?Computesdaily payroll, schedules, and other reports. Analyses data and makes decisionsbased on prior experiences and knowledge of circumstances to prepare daily andweekly forecast of expected arrivals and departures.

關注VIP及有特殊要求的預訂，及時更新系統相關信息，確保VIP及團隊預訂的良好運作。監督住店客人房價變更情況。

4.??Managesfront office team member, resolves guest concerns, and implements resolutionsby using discretion and judgment.

對前臺進行日常管理，用敏銳的判斷力和決斷力解決客戶的問題。

5.Leads andmotivates team members by leading by example and employing competent andconsistent management practices.

通過訓練及一致的管理，領導和激勵團隊員工。

6.Takesresponsibility of the hotel as the Duty Manager in the absence of the AssistantFront Office / Front Office Manager.

在前廳部副經理/前廳部經理不在的情況下，作為值班經理負起責任。

7.?Activelytakes part in training the team, facilitating formal training sessions and onthe job training to ensure that all team members are of the same standard. Alsoattends training where and when required.

積極地參加職業培訓,讓員工保持水平一致。

8.?Acts as acoach and mentor to team members, reinforcing standards and expectations andmotivating team members to strive for established targets.

做隊員的導師，提高員工水平，促進他們完成所設立的目標。

9.?Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labour Law and HR guidelines. Distributesappropriate discipline when and where required.

確保員工手冊，相關勞動法，HR相關政策的一致性，必要的時候提供培訓。

10.?ConductsPDR’s, 1:1 meetings throughout the year, ensuring that the feedback given toteam members is fair, unbiased and provides a platform for continuedimprovement, according to the Hilton standards.

根據希爾頓PDR標準，進行1：1的面談，確保對每個員工的公平，為員工提供繼續發展的平臺。

11.Is 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.

培訓部門高潛能員工，促進工作水平的提高及進一步的職業規劃。

12.?Contributesto 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.

致力于酒店工作，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。

13.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 job and that they know what is expected of them.

簡單易懂的培訓新員工，使其盡快達到勝任工作的最低標準,了解公司的期許與要求。

14.Creating awarm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive.

為顧客提供熱情周到的服務，有賓至如歸感。

15.?Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Hilton Honoursand Frequent Flyer Number enquire about, and method of payment secured.

依照預訂為客人辦理入住，核對預訂信息，希爾頓榮譽客會號及航空公司會員號，確保入住登記表的完整性及付款方式安全有效。

16.Ensuringthat guests are escorted to their room that the hotel facilities and roomfeatures are explained, and that luggage is delivered in a prompt manner.

將客人送至客房，介紹客房布局，確保行李及時送達等。

17.?Handlescomplaints promptly and efficiently, taking the necessary action, and informingthe Guest Relations Manager for follow up, where appropriate. Follows up withall 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，適當的時候告知值班經理或賓客關系經理。回訪客人，確?？腿藢鉀Q方法滿意。

18.?Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation.

將客人送至客房，介紹客房布局，確保行李及時送達。

19.Acts as thefirst point of contact and liaison for VIP guests, ensuring that they aretreated personally and recognized as an individual.

作為VIP客人最先聯系到的部門，要確保他們的個性化服務。

20.?Allocatesrooms in accordance to the guests reservation, preference and remarks,maintaining a systemized and sales focused approach to room inventorymanagement.

按照客人的預定或喜好安排房間，并做詳細目錄管理。

21.?PromotesHonours and its associated benefits to guests who are not already enrolled inthe program. Ensures that existing Honours members receive personal andprofessional service that recognizes them as important guests and that theirbenefits are received.

引入新的榮譽客會會員，確保會員應得利益，為會員提供優質專業的服務。

22.?Liaises withSales, Reservations and the Business Development team to handle corporate.

協同銷售，預訂及業務發展團隊共同為客人提供服務。.

23.?Ensures thatguests profiles and information is input in to the Police Report system in atimely and accurate way.

確保賓客檔案信息及時錄入公安申報系統。

24.??AppliesHilton Brand Standards in each and every action, acting as a role model and exampleof how the standards should be carried out in a practical setting.

遵循希爾頓品牌服務標準并貫徹到實際的運作當中。

25.?Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton International, MEAP & other properties in China.

掌握希爾頓酒店集團的基本概況。

26.?Is up todate with information on facilities, attractions, places of interest, sightsand activities in and around hotel.

了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。

27.?Ensurescommunication, coordination and cooperation between the front desk and otheroperating departments, specifically Housekeeping, F&B and Accounts.

確保前臺和其他部門間的溝通交流，特別是客房部，餐飲部和財務部等。

28.?Maintainsthe hotel systems to ensure accuracy of information and data, and that it iseasy to use and operated in an organized and system way. Also Ensures that theFront Desk equipment and systems are functioning at all times, and that thearea is maintained in a clean, tidy and organized way.

維護酒店電腦系統信息數據的準確性，便于系統操作，確保前臺運營設備的正常運轉以及工作區域的整潔清潔。

29.??Passes oninformation effectively, ensuring that all necessary details are communicatedto the intended person and that any pending action is completed and guestsatisfaction confirmed. Conducts daily briefings, shift handovers, attendsmeetings and effectively communicates information to team members.

確保信息的有效傳遞，尚未完成的事情逐一移交至有關人員，讓賓客滿意。參加日常例會及其他會議。

30.?Ensures thatthe Front Office Manager is kept aware and up to date of operational issues.

匯報最新的工作進展，確保前廳經理對整個部門營運狀況的了解。

31.?Ensures thatthe day-to-day functions of the front desk are completed. Including but notlimited to Guest Services Manager’s checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters,Discount and rate discrepancies, and registration cards.

確保完成每日的任務，包括核對，報告，信用額度核對，網上備份等。

32.?ChecksRegistration cards, meeting and function information, billing instructions,financial records and reservation backup to ensure that all informationreceived is action-ed upon.

核對入住登記表，會議及活動信息，預訂備份等。

33.?Completesreports where and when requested, ensuring that they are complete and deliveredon time to the respected party.

如有要求，提供完整的報告，并及時送至所需部門。

34.?Keeps up todate and aware of competitor activities in order to be proactive and create marketadvantage.

警惕商業競爭行為，促進積極的市場發展。

35.?Adheres tothe hotel selling strategy of Demand Based Pricing and maintains rate integrityby offering clear, transparent, and value for money rates to guests.

根據價格要求向客人提供相應物有所值的物品。

36.?Complieswith Health & Safety, Emergency Management, disaster Manual, and Fireprocedures and regulations. Is a part of the Fire Team ands takes actionaccordingly.

按照健康安全，危機管理部門，災難處理方法，救火程序執行。成為救火的一部分參與行動。??

37.????Adheresstrictly to standard cash handling procedures amongst team members, ensuringthat all team members balance their float and drop the required amount.

嚴格遵守現金收付手續。

38.?Adheres tothe company credit policy at all times when handling cash, credit card transactions,city ledger, providing currency exchange services, LPO and third party paymentsfor rooms, meetings, F&B and any other charges that may be incurred byguests.

收取現金，信用卡，代金券，公司或第三方付費等服務時要嚴格遵守酒店規定。

39.?Follows upon outstanding accounts to ensure no loss of revenue and secures method ofpayment for upcoming reservations.

跟進擔保預訂及付款方式，確保酒店收入。

40.?Maintainsthe efficiency of departure by checking all guests folios to ensure accuracy ofcharges.

確保所有帳單消費的精準性，為客人提供高效快捷的結帳服務。

41.?Managescosts effectively by minimizing and controlling expenses.

控制花費，節約成本。

42.?Managers andapproves rebates, refunds and discounts where applicable.

視情況給予必要的折扣，反款和優惠。

43.?Maintainsawareness of sales opportunities within the hotel, maximizing revenue in anethical and responsible manner, ensuring the guests receive value for money andadhering to Hilton Brand Standards.

抓住商機，用合理的方式提高酒店收入，確保客人感受到物有所值。

44.Adhere to thehotel’s security and emergency policies and procedures.

堅持酒店安全制度、緊急情況處理規定和程序。

45.Themanagement reserves the right to change / extend this job description ifnecessary at any point of time during her / his employment.

如有必要，該部門有權更改或補充該職位描述。

46.Carries outany 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。