崗位職責(zé)/職位描述

行政酒廊在整個酒店中履行重要的職能。是代表酒店和品牌標準的大使。從最初的歡迎,協(xié)助行李或行政樓層為客人辦理入住并送至房間,行政酒廊持續(xù)高效的去了解客人,這樣有意義的信息和建議會讓客人留下更多的靈感。在整個客人入住期間，行政酒廊將尋找機會繼續(xù)與他們服務(wù)過的客人互動，通過觀察和互動所得到信息的基礎(chǔ)上，為客人入住過程增添更多的價值和個性化。做一個好的傾聽者及收集者，在客人入住的整個過程中任何細小的細節(jié)，都被注意并用來提高客人入住體驗。所有的想法都必須跟進，以超越客人的期望。作為行政樓層經(jīng)理需要以身作則，為員工樹立榜樣，熟知當(dāng)?shù)丶爸苓吘皡^(qū)景點，餐館，娛樂場所及商務(wù)中心以便于為客人提供個性化服務(wù)。引導(dǎo)并培訓(xùn)員工主動協(xié)助客人以確保我們的服務(wù)能夠一直滿足并超越客人的期望。對行政酒廊進行日常管理，處理部門突發(fā)事件。完成安排的其他工作。

1.???????? Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate . Promotes and administers Hilton Marketing programs such as Hilton Honors , for arriving guests . Ensures guests knows location of room , containing room keys , tokens of our appreciation ,gifts , etc ,to guest .

根據(jù)預(yù)訂優(yōu)質(zhì)快速的為客人辦理入住手續(xù)，確認相關(guān)信息，如:房價，人數(shù)等，依客人喜好予以排房。向客人介紹酒店各種宣傳促銷活動及推銷希爾頓榮譽客會給非會員，吸引新會員的加入。指引去房間的方向并解釋房卡的使用方法，向客人分發(fā)禮物等。

2.???????? Ensures rooms and services are correctly accounted for within guest statement Properly accounts for service provided by the hotel. Assists guests with check out payments or charges . Accepts and records vouchers, credit, traveler’s checks and other forms of payment , converts foreign currency at current posted rates .

確保入住期間的各項需求能有效滿足，幫助客人辦理外幣兌換及結(jié)帳手續(xù)。接收現(xiàn)金，信用卡，旅行支票，公司或第三方付費等付款方式。

3.???????? Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc .

熱情友好的問候客人，對客人的合理需求予以積極恰當(dāng)?shù)幕貞?yīng)。準確提供各種信息如：酒店營業(yè)場所的營業(yè)時間及VIP促銷計劃等。

4.???????? Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.

對自己權(quán)限范圍內(nèi)不能予以解決的問題和需求，及時反饋給相應(yīng)部門和人員予以解決。

5.???????? Promptly answers the telephone and email inquires . inputs messages into the computer and advises other team members of special guest needs . retrieves messages and communicates the content to the guest . Retrieves mail , packages and facsimiles or other special items for customers as requested .

禮貌的接聽所有來電，及時恰當(dāng)?shù)奶幚砀鞣N郵件、傳真和包裹，對于客人的特殊要求予以交接班。

6.???????? Fields guest complaints , conducting thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc . Remains calm and alert especially during emergency situations and heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion .

成著冷靜的應(yīng)對和處理各類客人投訴，如：客人對價格不滿，空調(diào)或供暖系統(tǒng)的不足等。

7.???????? Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.

積極的工作，友好的為客人提供服務(wù)。

8.???????? Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.

積極參加所需的各種培訓(xùn)，提高工作能力。

9.???????? 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，為顧客和整個團隊提供高品質(zhì)服務(wù)。

10.???? Takes an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.

在團隊中起到積極作用，有效的溝通，確保達到目標。

11.???? 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。

12.???? Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer 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。

13.???? Ensuring that guests are escorted to their room and 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，確保行李及時送達。

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

采取必要行動，及時有效的處理顧客的不滿，適當(dāng)?shù)臅r候告知賓客服務(wù)經(jīng)理。回訪客人，確保客人對解決方法滿意。

15.???? 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，確保預(yù)訂的有效性和準確性。

16.???? Ensures that VIP guests are treated personally and recognized as an individual.

確保VIP客人個性化服務(wù)待遇。

17.???? Assists the Guest Service Manager by blocking rooms according the guests preferences.

協(xié)助賓客服務(wù)經(jīng)理按客人喜好分配房間。

18.???? Prints Welcome letters and for 1st time stay HHonours guests, arranges welcome cards and ensure that they are placed in guest rooms or handed over at the time of arrival.

打印希爾頓榮譽客會會員卡，并確保歡迎卡及時置于會員入住的房間。

19.???? Coordinates with Amenity Butlers to arrange in-room amenity set-ups according to VIP level and for special occasions – ie. Birthday’s and Honeymoon’s.

為VIP客人或特殊場合安排活動，例如：過生日和度蜜月的賓客。

20.???? Facilitate the operation of the VIP gift amenity menu, by offering it to guests, and ensuring that VIP’s receive their chosen amenity item.

提供VIP賓客禮遇的單頁，確保賓客享用到所有禮遇。

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

協(xié)銷售，預(yù)定和業(yè)務(wù)發(fā)展團隊共同為公司客人提供服務(wù)。

22.???? Promotes and drives enrollment for Hilton 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(yīng)得利益，為會員提供優(yōu)質(zhì)專業(yè)的服務(wù)。

23.???? Provides extra services for VIP guests including offering refreshments, cold towels and other courtesies upon arrival.

為VIP賓客提供額外的服務(wù)，包括點心，飲料，毛巾等。

24.???? Carries out ticket reconfirmation, tour bookings and makes guest reservations when required.

如有需求，協(xié)助客人完成機票確認和旅行預(yù)訂等。

25.???? Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct.

確保所有帳單消費的精準性，為客人提供高效快捷的結(jié)帳服務(wù)。

26.???? Inputs information in to OnQ system regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.

將準確完整的信息錄入酒店管理系統(tǒng)，以便大家分享。

27.???? 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.

遵循希爾頓品牌標準。

28.???? Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International and other Hilton properties in China.

掌握希爾頓酒店集團及希爾頓在中國其他項目的基本概況。

29.???? 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。

30.???? Ensures that the overall appearance of the Executive lounge is neat and tidy at all times.

確保行政酒廊的整潔。

31.???? Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT

與餐飲部，客房部，工程部，IT等進行有效的溝通。

32.???? Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.

對酒店設(shè)施設(shè)備的非正常運轉(zhuǎn)予以及時報告，并跟進直至問題解決。

33.???? Prepares the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards.

為行政酒廊提供餐飲服務(wù)，監(jiān)督管理使行政酒廊隨時都處于最佳狀態(tài)。

34.???? Ensures that the Excutive Floor Manager is kept aware and up to date of operational issues.

匯報最新的工作進展，確保行政樓層經(jīng)理對部門營運狀況的了解。

35.???? 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. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.

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。

36.???? Ensures that the day-to-day functions of the Executive Lounge are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up.

確保完成行政酒廊每日的任務(wù)，其中包括但不僅限于工作的監(jiān)督，房間分配，報告，信用額度核對，電腦數(shù)據(jù)備份及主帳的核對等。

37.???? Monitors inventory of the Executive Lounge’s stock to ensure that all items provided to guests are returned and are accounted for.

對所有行政樓層客用物品予以管理，確保狀態(tài)完好，租借的各種物品得以及時返還。

38.???? Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is actioned accordingly.

核對入住登記表，會議及活動信息，預(yù)訂備份等。?

39.???? Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.

按照健康安全，危機管理部門，災(zāi)難處理方法，救火程序執(zhí)行。必要的時候加入救火。?

40.???? Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.

嚴格遵守現(xiàn)金收付手續(xù)，收取現(xiàn)金，信用卡，轉(zhuǎn)帳，代金券等。

41.???? 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.

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

42.???? Provides safety deposit boxes to guests, ensuring that guests valuables are safe and secure at all times.

為客人提供保險箱，保證他們的財物安全。

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

跟進擔(dān)保預(yù)訂及付款方式，確保酒店收入。

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

確保所有帳單消費的精準性，為客人提供高效快捷的結(jié)帳服務(wù)。

45.???? Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest.

促銷高價房，確保利潤最大化。

46.???? 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，確保客人物有所值。

47.???? Attempt to communicate with guest in guest’s native language , if applicable .

如有可能用客人的母語與其交流。

48.???? Remains calm alert , especially during emergency and heavy hotel activity , and resolve complications such as location changes or credit issues .

沉著冷靜應(yīng)對各種突發(fā)問題，如換房，信用額度等。

49.???? Adhere to the hotel’s security and emergency policies and procedures.

堅持酒店安全制度、緊急情況處理規(guī)定和程序。

50.???? To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. 確保員工充分的理解并遵守員工手冊內(nèi)容。