崗位職責(zé)/職位描述

Position Summary職位概述

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

負(fù)責(zé)當(dāng)值期間領(lǐng)導(dǎo)前臺接待做好各種接待工作，提供一致高效的服務(wù)。

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

督促管理當(dāng)值期間前臺接待工作，確保提供優(yōu)質(zhì)高效的服務(wù)。

2.???????? 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.

與員工有效的溝通，提供明確指示，關(guān)注員工的表現(xiàn)并給予激勵。

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

在遵循酒店規(guī)章制度，維持優(yōu)質(zhì)高效服務(wù)的基礎(chǔ)上設(shè)法解決所有賓客及員工遇到的困難和問題。

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

管理前臺，用敏銳的判斷力和決斷力對當(dāng)值期間的突發(fā)狀況予以迅速解決。

5.???????? 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. 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(tuán)隊(duì)中起到表率作用，能應(yīng)酒店需求調(diào)整工作時(shí)間。

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

通過訓(xùn)練及一致的管理，領(lǐng)導(dǎo)和激勵團(tuán)隊(duì)員工。

7.???????? 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.

積極地參加職業(yè)培訓(xùn),讓員工保持水平一致。

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

做員工的導(dǎo)師，提高員工水平，促進(jìn)他們完成所設(shè)立的目標(biāo)。

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

確保員工手冊，中國的勞動法，HR指南的一致性，必要的時(shí)候提供培訓(xùn)。

10.???? 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.

培訓(xùn)部門高潛能員工，促進(jìn)工作水平的提高及進(jìn)一步的職業(yè)規(guī)劃。

11.???? 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(fā)展提供創(chuàng)造性的建議，為顧客和整個(gè)團(tuán)隊(duì)提供高品質(zhì)服務(wù)。

12.???? 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.

簡單易懂的培訓(xùn)新員工，使其盡快達(dá)到勝任工作的最低標(biāo)準(zhǔn),了解公司的期許與要求。

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

為顧客提供熱情周到的服務(wù)，有賓至如歸感。

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

依照預(yù)訂為客人辦理入住，核對預(yù)訂信息，希爾頓榮譽(yù)客會號，確保入住登記表的完整性及付款方式安全有效。

15.???? 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.

將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)。

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

采取必要行動，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知賓客關(guān)系經(jīng)理或夜班經(jīng)理?；卦L客人，確保客人對解決方法滿意。

17.???? Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.

維護(hù)顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)確性。

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

作為VIP客人最先聯(lián)系到的部門，要確保他們的個(gè)性化服務(wù)。

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

?協(xié)銷售，預(yù)定和商業(yè)發(fā)展團(tuán)隊(duì)共同為客人提供服務(wù)。

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

引入新的榮譽(yù)客會會員，確保會員應(yīng)得利益，為會員提供優(yōu)質(zhì)專業(yè)的服務(wù)。

21.???? 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(yù)定或喜好安排房間，并做詳細(xì)目錄管理。

22.???? Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way for the whole shift.

確保當(dāng)班期間所有的賓客檔案信息及時(shí)準(zhǔn)確的錄入公安申報(bào)系統(tǒng)。

23.???? 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.

遵循希爾頓品牌標(biāo)準(zhǔn)。

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

掌握希爾頓酒店集團(tuán)的基本概況。

25.???? 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(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。

26.???? Ensures communication, coordination and cooperation between the front desk and other operating 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，財(cái)務(wù)部等。

27.???? 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.

維護(hù)酒店電腦系統(tǒng)信息數(shù)據(jù)的準(zhǔn)確性，便于系統(tǒng)操作，確保前臺運(yùn)營設(shè)備的正常運(yùn)轉(zhuǎn)以及工作區(qū)域的整潔清潔。

28.???? 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.

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

29.???? Ensures that the Assistant Front Office Manager and Guest Service Managers are kept aware and up to date of operational issues.

匯報(bào)最新的工作進(jìn)展，確保前廳副經(jīng)理和賓客服務(wù)經(jīng)理對部門營運(yùn)狀況的了解。

30.???? 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.

確保前臺的日常管理，包括但不局限于工作的監(jiān)督，房間分配，報(bào)告，信用額度核對，電腦數(shù)據(jù)備份及主帳的核對等。

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

核對入住登記表，會議及活動信息，預(yù)訂備份等。

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

如有要求，提供完整的報(bào)告，并及時(shí)送至所需部門。

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

確保日常設(shè)設(shè)施備用品的維護(hù)保養(yǎng)和必需庫存，所有物品記錄有序。

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

警惕商業(yè)競爭行為， 促進(jìn)積極的市場發(fā)展。

35.???? 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.

根據(jù)價(jià)格要求向客人提供相應(yīng)物有所值的物品。

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

按照健康安全，危機(jī)管理部門，災(zāi)難處理方法，救火程序執(zhí)行。在賓客服務(wù)經(jīng)理不在場的情況下，參與救助行動。 ?

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

嚴(yán)格遵守現(xiàn)金收付手續(xù)，確保所有收銀員的現(xiàn)金帳目準(zhǔn)確無誤，收支平衡。

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

收取現(xiàn)金，信用卡，代金券，公司或第三方付費(fèi)等服務(wù)時(shí)要嚴(yán)格遵守酒店規(guī)定。

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

為客人提供保險(xiǎn)箱，保證他們的財(cái)物安全。

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

跟進(jìn)擔(dān)保預(yù)訂及付款方式，確保酒店收入。

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

確保所有帳單消費(fèi)的精準(zhǔn)性，為客人提供高效快捷的結(jié)帳服務(wù)。

42.???? Manages costs effectively by minimizing and controlling expenses.

控制花費(fèi)，節(jié)約成本。

43.???? 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(jī)，用合理的方式提高酒店收入，確?？腿烁惺艿轿镉兴?。

44.???? Handles guest relocations as required .

幫助客人解決換房間事宜。

45.???? 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，該部門有權(quán)更改或補(bǔ)充該職位描述。

46.???? Carries out any other reasonable duties and responsibilities as assigned.

完成任何其他合理的職責(zé)和被指派的職責(zé)。