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Position Summary職位概述
This position is concerned with overall responsibility over Service Department?operation and personnel with the hotel and a liaison role with all other departmental managers. 
此職位的工作職責包括負責整個服務部的運營工作和員工的管理工作，同時負責與其他部門經理之間進行有效的溝通。

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.
為酒店創造最高的收益。制定計劃并時時監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.?To develop and maintain a high performance of communication relating to business opportunity between the hotel and the BD.
發展和保持酒店與銷售部門之間關于尋找商業發展機會上高效的溝通。
5.?Leads and motivates team members by leading by example and employing competent and consistent management practices.
通過訓練領導和激發團隊員工。
6.?Identifies needs and training requirements of team members. Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required.
考察團隊成員的訓練需求。積極地參加職業培訓, 讓員工保持水平一致。
7.?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，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。
8.?Responsible for the hiring and termination of team members, ensuring that all available positions are filled and grooming team members to fill vacancies. Ensuring that there is a consistent quality of team members employed in the department.
對雇用和解雇員工負責, 確定所有的位置都有合適的人選。確保部門中成員的一致水平。
9.?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。
10.?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。
11.?Supervises Service Department team?member?to insure smooth and efficient operation during the assigned shift .
督促管理當值期間服務部接待工作，確保提供優質高效的服務。
12.?Communicates effectively both orally and in writing to provide clear direction to team member. Assigns and instructs guest service agents in the details of work Observes performance and encourages improvement. 
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。
13.?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狀況予以迅速解決。
14.?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.
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。
15.?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.
抓住商機，用合理的方式提高酒店收入，確?？腿烁惺艿轿镉兴怠?/p>
16.?Communicates results from SALT&QA, informing the team of results, areas of weakness and strength and the following action.
熟悉SALT和QA 報告，告之團隊成員所存在的問題，強處和弱處，以及接下來要做的事情。
17.?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。
18.?Understand and grasp the VIP to store information, to ensure that their personalized service.
了解并掌握VIP到店信息，要確保他們的個性化服務。
19.?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.
確保為希爾頓榮譽會員顧客提供優質專業的服務，建議顧客加入會員。
20.?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。
21.?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。
22.?Is up to date with information on facilities, attractions, places of interest, sights and 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。
23.?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，為會員提供優質專業的服務。
24.??Ensuring the shift is reviewed and hand-over and briefings are carried out.
確保每個班次的回顧，交接班及例會的召開。
25.?Developing action plans to address shortfalls in Standards and identifying shortfalls before they affect customer service.
針對工作中的不足制定計劃，以避免影響對客服務質量。

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。
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，包括希爾頓自有的管理系統。

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.
優越的數據理解性，能對日常營運的數據給予合理恰當的解釋。
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。

Preferred Qualifications更高的資歷要求：
2?or 3?years of related working?experience preferred.
兩至三年相關工作經驗者優先。
Line operations management and labor related experience preferred.
有運營部門工作經驗者將被優先考慮。
Working experience within Hilton Group.
有希爾頓集團內部酒店的工作經驗。

烏魯木齊站希爾頓花園酒店坐落于大美新疆天山腳下的烏魯木齊經濟技術開發區，得天獨厚的地理位置，讓它成為眾多游客和商務人士出行的首選。酒店的交通極為便利，從機場出發，僅需25分鐘車程就能直達酒店，極大地減少了旅途的疲憊。如果您選擇高鐵出行，酒店毗鄰烏魯木齊高鐵站，步行5分鐘即可輕松抵達，無縫銜接您的出行計劃。酒店周邊的商業商旅資源豐富，步行8分鐘以內，您就能步入熱鬧非凡的萬達商圈，盡情享受購物、美食與娛樂的樂趣；或是漫步至小綠谷生態公園，在城市的喧囂中尋得一片寧靜的綠洲，感受大自然的清新與美好。Hilton Garden Inn Urumqi Railway Station is located in the Urumqi Economic and echnological Development Zone at the foot of the Tianshan Mountains in Xinjiang Province. The transportation of the hotel is very convenient, from the airport, only 25 minutes to the hotel, greatly reducing the fatigue of the journey. If you choose to travel by high-speed rail, the hotel is just a 5-minute walk from Urumqi High-speed Railway station to seamlessly connect your travel plans. The hotel is surrounded by rich commercial travel resources, 8 minutes walk, you can enter the lively Wanda business district, enjoy the fun of shopping, food and entertainment; Or stroll to the small Green Valley Ecological Park, in the hustle and bustle of the city to find a quiet oasis, feel the fresh and beautiful nature.烏魯木齊站希爾頓花園酒店擁有166間現代化客房，全面覆蓋無線網絡，讓您隨時隨地都能保持在線。65寸液晶投屏電視，為您打造私人影院般的觀影享受。客房內采用標準的舒達雙專利床墊，貼合人體曲線，給予身體恰到好處的支撐，讓您仿佛置身云端，擁有一夜好眠。酒店提供多種房型供您選擇，無論您是獨自出行、情侶相伴，還是家庭出游，都能在這里找到最適合的房間。Hilton Garden Inn Urumqi Railway Station has 166 modern rooms with full wireless Internet coverage, so you can stay online anytime, anywhere. 65-inch LCD projection screen TV, for you to create a private cinema viewing enjoyment. In the room, the  standard Suda double patent mattress fits the curve of the human body, giving the body just the right support, so that you feel like you are in the clouds and have a good night's sleep. The hotel offers a variety of room types for you to choose from, whether you are traveling alone, as a couple, or as a family, you will find the perfect room here.