【岗位职责】 熟悉并能正确处理各种不同的布巾。 确保正确使用设备和化学剂。 立即向洗衣房经理和主管汇报有关设备故障的问题。 细心处理客人衣物，尽量避免损坏、缩水、丢失纽扣等。 在有要求时收集客人衣物，确保准确记录客人房号。洗衣前后检查所有项目并记录损坏、褪色等，对自己不熟悉的衣料不能擅自处理。 核算客人洗衣的成本，并确保准确及时的寄出。 向客人提供优质服务。 确保客人需求和合理要求被满足。 不断地寻找机会发展对客服务。 采取适当的行动解决客人的投诉。 坚持酒店安全制度、紧急情况处理规定和程序。 坚持酒店的清洁和养护。 保持维护所在工作区域的高度整洁。 识别出客衣的种类。 能够开关湿洗机器。 将容易变形的衣物放入到洗衣网中。 需要的情况下可以人工去除污渍。 调整机器烘干衣物。 清洁机器。 完成主管交给的额外任务。 【岗位要求】 会识别不同布巾, 熟悉洗衣所用的化学试剂。 有相关的洗衣房工作经验。

1. 根据工作标准、备料单、照片及上级指示准备食物，协助厨师长培训员工; 2. 参与提高食品质量，保证厨房运作的顺利进行; 3. 当接到指示时厨房的所有区域都要进入工作状态; 4. 协助管理员工，为员工发展提供帮助，参与食物的质量控制，提高产品的菜色和味道; 5. 为客人和员工高效率的提供食物，做到物美价廉, 和 要 按 照 标 准食谱制作并且要符合食品卫生 ; 5. 协助厨师长管理厨房的正常运作，保证食品的高质量 ; 保证工作区域和存储区域的卫生、干净整洁。

基本条件 1.大专及以上学历，专业不限（空乘、播音主持、旅游管理等专业同等条件下优先考虑）； 2.身体健康，具有履行岗位职责的身体条件和心理素质； 3.品行端正，遵纪守法，认同公司的企业文化； 4.具有良好的服务意识，较强的团队合作精神和爱岗敬业精神； 5.服从公司所属酒店范围内工作调派； 6.服从公司对应聘岗位进行调剂。 任职条件 1）年龄：30周岁以下； 2）热爱酒店服务行业，熟悉餐饮礼仪，会基础的英文交流； 3）有较强的服务意识，能承受工作压力； 4）具有1年及以上五星级酒店或国有性质酒店（饭店、宾馆）国宾服务工作经验者，在同等条件下优先考虑。 招聘程序 *网上报名和资格审查 1.报名方式：报名材料扫描发至27599995@qq.com邮箱，邮件标题为“姓名+报名岗位”。 2.报名材料：个人简历、学历学位证书、身份证以及应聘者认为需要提供的其他证明材料。 3.应聘者所提供信息必须与本人实际情况相一致。酒店公司根据招聘条件、岗位要求，依据应聘人员提供的信息进行资格审查。通过资格审查者进入下一环节。资格审查贯穿招聘工作全过程，凡发现应聘人员不符合招聘条件的，取消其报名资格或聘用资格。 *能力素质评估分为初面和复面两个环节，具体时间、地点另行通知。 1.初面。采取面试方式，由市场营销部负责人面试。 2.复面。采取面试方式，评委由公司领导及相关人员担任。

【岗位职责】 1、各种文稿的打印、发送，文件材料的领取。 2、办理各类文件的收发、登记、阅签、清退、整理、归档、保密工作。 3、办公室的日常管理工作，受理投诉和来访接待、收发传真、考勤登记、接听电话等工作。 4、部门会议的筹备、会议通知的拟写、下发工作，负责会议记录和文字材料的整理。 5、负责收集有关信息，向领导提供信息参考。 【岗位要求】 1、具有专科以上文化程度，熟练掌握英语。 2、会中英文打字及使用办公设备,打字速度快。 3、具有高度责任心和良好的职业道德。 4、身体健康，相貌端庄。 5、有较好的文字组织能力，并熟练使用各种常用办公软件。

1. 协助全日餐厅副厨师长管理全日餐厅，行政酒廊，会议茶歇及宴会的所有(热菜 /冷菜/肉房)的运作，参与酒店政策、理念、方向、目标和目标相关的决策，并按指示执行。 Support the ADD Junior Sous Chef on (Hot/Cold/Butcher) kitchen Preparation for the M lobby Lounge and Executive Lounge kitchen including Banquet function and event by participating in decisions relating to hotel policy, philosophy, direction, goals and objectives and action their implementation as directed. 2. 协助全日餐厅副厨师长管理正在进行的E.1 的部门厨房烹饪业务，以确保达到质量和安全标准，提升服务的独特性，并利用可用资源来提高最大的盈利能力和质量形象。 Support the ADD Junior Sous Chef on managing on going on above E.1 mention kitchen operations to ensure that quality and safety standards are met, service distinctiveness promoted and available resources are utilized to promote maximum profitability and a quality image. 3. 优化高效的计划、调度、订购和库存控制。 Optimizes efficient and effective planning, scheduling, ordering and inventory control. 4. 指导和控制领班级别以下的下属员工，确保所有日常操作事务都能按时处理，满足或超过客人的期望。 Directs and controls of Demi Chef and below employees to ensure that all day to day operational matters are handled on time and guest expectations are met or exceeded. 5. 协助全日餐厅副厨师长确保厨房政策和程序的持续改进。确保各部门遵守批准的政策。 Support the ADD Junior Sous Chef on ensuring continuous improvement of Kitchen Policies and Procedures. Ensure compliance of departments with approved policies.

Fire Control Center Certificate if preferred 有监控员证优先 1.维护酒店安全秩序，尽职尽责完成岗位工作，保证酒店安全。 Keep smooth order of Hotel, fulfill the work dedicatedly, ensure the safety of Hotel. 2.为客人提供帮助和服务。 Offer help and service for guests. 3.定期对饭店进行消防的巡视，及时发现隐患，及时上报并采取措施。 Conduct regular fire control patrol, find out any obscuration of accidents, take necessary measures and report to higher level on time. 4.爱护使用的通讯器材和各种安全设施。 Take good care of communication facilities and safety equipment. 5.严格执行酒店的规章制度，处理问题坚持原则，严格管理。 Strictly follow up the rules and regulations of Hotel, stick to work principle and strict management. 6.认真学习业务知识，提高业务水平。 Study professional knowledge, improve professional skills. 7.熟练掌握各种消防设施和器材，能够组织人员扑灭初期火灾，协助人员疏散。 Skillfully operate all fire fighting equipment and facilities, organize to extinguish the fire at its beginning, assist evacuation. 8.熟练掌握各种监控设备，及时发现可疑人和可疑情况。 Skillfully operate all monitoring equipment, find the suspected on time. 9.确保在规定的时限内进行汇报和提供服务。 Ensure the reporting and servicing deadlines are met on time. 10.遵守合肥高速徽风皖韵酒店的规章制度。 Comply with the regulations of Huifengwanyun Hotel HeFei. 11.如有必要，该部门有权更改或补充该职位描述。 The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 12.完成任何其他合理的职责和被指派的职责。 Carries out any other reasonable duties and responsibilities as assigned.

1.遵循酒店的规章制度，熟知酒店经营项目及活动，友好的回答客人提出的各种问题并确保其准确性。 Follows hotel policies and regulations, understands hotel programs and activities, responds to guest questions in a friendly and accurate manner. 2.通过训练及一致的管理，领导和激励团队员工。 Lead and motivate team members through training and consistent management. 3.在前台和礼宾部的团队中起到积极做用，有效的沟通，确保达到目标。 Actively participates in front desk and concierge teams, communicating effectively to ensure targets are met. 4.为顾客提供热情周到的服务，有宾至如归感。 To provide customers with warm and thoughtful service, feel at home. 5.能有效的监督管理礼宾部员工，确保服务质量，提高宾客满意度。 Effectively supervise concierge staff to ensure service quality and improve guest satisfaction. 6.基本的英语口语能力与客人进行沟，熟练使用电脑和各项操作系统。 Basic English speaking ability to communicate with guests, good computer and operating system. 7.较强的人际交往和沟通能力。 Strong interpersonal and communication skills. 8.良好的英语能力。 Good command of English. 9.熟悉礼宾的工作实践。 Familiar with concierge practice. 10.良好的管理技能。 Good management skills. 11.在压力下工作的能力。 Ability to work under pressure. 12.以较强的人际交往能力提高客人满意度。 Enhance guest satisfaction with strong interpersonal skills. 13.擅长于处理宾客关系，能快速有效的应对各种问题。 Good at dealing with guest relations, able to deal with various problems quickly and effectively.

1.在整个工作过程中，始终保持高度的客户服务意识。 To maintain a high customer service focus by approaching your job with the customers always in mind. 2. 保持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流。 To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. 3.能够提出对酒店的运作及环境有益的意见或建议。 To contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel. 4.能够积极的向客人及供应商推荐酒店的服务及设施。 To actively promote the service and facilities of the Hilton Hotels to guests and suppliers of the hotel. 5.在工作过程中能够做好本职工作，保证自己及其他人的安全。 To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace. 6. 熟悉掌握菜单及饮料单上的内容，并可以详细的给客人做出解释。 Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests. 7.了解健康食品的要求，并可以给出适当的建议。 Understand dietary requirements and offer appropriate suggestions. 8.与经理商讨，并做到如何提高对客服务意识，达成一致标准并采取相应的行动。 In consultation with the Manager, agreeing and implementing actions to make improvements to customer service. 9. 能够达到产品知识的要求。 By completing checklist in product knowledge. 10.可以根据客人不同的国籍推荐菜单上的食品。 Be able to make suggestions on the menu that might suit guests of different nationalities. 11. 了解其他餐厅的菜肴，以便向客人推荐。 By knowing menu items of all other outlets to recommend guests to other outlets. 12. 熟悉所有餐厅及酒店其他部门的营业时间。 Confidently knowing opening hours of all restaurants & Hotel outlets. 13. 可以向客人推荐其它具有吸引力的餐厅或场所。 Being able to recommend other restaurants & city attractions to Hotel guests. 14. 在工作中随时检查员工的产品知识。 To actively check team member product knowledge on each shift. 15. 遵守服务程序，保证餐厅的各个区域都符合早餐、午餐及晚餐的服务标准。其中包括收银台的准备工作，及和厨师交流，餐厅预定的详细情况。 Undertake steps/process to ensure that all areas of the restaurant are set are set to the standards required for breakfast, lunch and dinner. This also includes checking the cashier desk set-up& communicating with the Chefs about any details for the shift including how many reservations for the day. 16. 检查餐厅当天预定，保证员工能够按照预定准备及正确摆台，做好相应的准备，并能致电确认预定。 Check reservations for the day, ensuring that the restaurant & team member have tables ready and large bookings have been confirmed by phone. 17.在必要的时候协助酒吧及厨房的同事，并完成经理交代的任务。 By assisting bartenders & kitchen team member where required and carry out any reasonable duties requested by the Manager. 18.确保所有员工提前了解换班的详细安排。 By ensuring all team member is briefed for the details of the shift ahead. 19. 完成账单检查表以准备餐厅服务。 By completing checklist on preparing the restaurant for service. 20. 微笑服务，协助顾客就座、挂外套及背包等，并做自我介绍。 Greet guests with a smile, offer assistance with coats, bags etc., and introduce yourself. 21.保证客人都被引领入座并询问他们喜欢吸烟区或非吸烟区。 Ensure all guests are escorted to a table, asked if they would prefer smoking or no smoking. 22.满足客人的各项要求，如不能立即回答客人的问题请与经理联系。 Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager. 23.确保所有服务都符合标准。 Ensure all service procedures are carried out to the standards required. 24.确保所有区域与开始用餐时一样整洁。 Make sure all areas are cleaned and maintained in accordance with operating procedure. 25.在生意变化的基础上调整员工排班，做任何变化要确保餐饮部服务质量及预算。 To supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels. Make any changes in order to achieve the F&B Team service standards and budget goals. 26.控制每个人员的分配，以确保顾客的期望得到满足而达到预期的人员成本。 Control the allocated labor for each shift to ensure that customer expectations are met whilst achieving the desired labor cost. 27.协助餐厅经理进行就职培训，及在职培训。 Assist the restaurant managers with training all team member for ‘induction training’ and ‘on the job training’. 28.为提高员工的工作技能及自信心，在每个班次的工作之后总结他们的工作表现。 Offer team member constructive feedback about their performance after every shift in an aim to develop their skills and confidence. 29.通过体现自身的专业素质，为餐厅的其他员工树立良好榜样。 Provide leadership and direction for all team member while on duty by offering professional skills and leading by example. 30.确保每个班次的回顾，交接班及例会的召开。 Ensuring the shift is reviewed and hand-over and briefings are carried out. 31.如有必要，该部门有权更改或补充该职位描述。 The management reserves the right to change/extend this job description if necessary at any point of time during her / his employment.

1.      在整个工作过程中，始终保持高度的客户服务意识。 To maintain a high customer service focus by approaching your job with thecustomers always in mind. 2.      保持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流。 To have a positive impact, taking personal responsibility and initiative toresolve issues, always clearly communicating with both customers and colleagues. 3.      能够提出对酒店的运作及环境有益的意见或建议。 To contribute ideas and suggestions to enhance operational/environmentalprocedures in the Hotel. 4.      能够积极的向客人及供应商推荐酒店的服务及设施。 To actively promote the service and facilities of the Hilton Hotels toguests and suppliers of the hotel. 5.      在工作过程中能够做好本职工作，保证自己及其他人的安全。 To perform all duties and responsibilities in a manner that ensures yoursafety and that of others in your workplace. 6.      熟悉掌握菜单及饮料单上的内容，并可以详细的给客人做出解释。 Confidently knowing the food and beverage menu contents and be able toexplain them in detail to guests. 7.      了解健康食品的要求，并可以给出适当的建议。 Understand dietary requirements and offer appropriate suggestions. 8.      与经理商讨，并做到如何提高对客服务意识，达成一致标准并采取相应的行动。 In consultation with the Manager, agreeing and implementing actions to makeimprovements to customer service. 9.      能够达到产品知识的要求。 By completing checklist in product knowledge. 10.   可以根据客人不同的国籍推荐菜单上的食品。 Be able to make suggestions on the menu that might suit guests of differentnationalities 11.   了解其他餐厅的菜肴，以便向客人推荐。 By knowing menu items of all other outlets torecommend guests to other outlets. 12.   熟悉所有餐厅及酒店其他部门的营业时间。 Confidently knowing opening hours of allrestaurants & Hotel outlets. 13.   可以向客人推荐其它具有吸引力的餐厅或场所。 Being able to recommend other restaurants &city attractions to Hotel guests. 14.   在工作中随时检查员工的产品知识。 To actively check team member product knowledge oneach shift. 15.   遵守服务程序，保证餐厅的各个区域都符合早餐、午餐及晚餐的服务标准。其中包括收银台的准备工作，及和厨师交流，餐厅预定的详细情况。 Undertake steps/process to ensure that all areas ofthe restaurant are set are set to the standards required for breakfast, lunchand dinner.  This also includes checkingthe cashier desk set-up& communicating with the Chefs about any details forthe shift including how many reservations for the day. 16.   检查餐厅当天预定，保证员工能够按照预定准备及正确摆台，做好相应的准备，并能致电确认预定。 Check reservations for the day, ensuring that therestaurant & team member have tables ready and large bookings have beenconfirmed by phone. 17.   在必要的时候协助酒吧及厨房的同事，并完成经理交代的任务。 By assisting bartenders & kitchen team memberwhere required and carry out any reasonable duties requested by the Manager. 18.   确保所有员工提前了解换班的详细安排。 By ensuring all team member is briefed for thedetails of the shift ahead. 19.   完成账单检查表以准备餐厅服务。 By completing checklist on preparing the restaurantfor service. 20.   微笑服务，协助顾客就座、挂外套及背包等，并做自我介绍。 Greet guests with a smile, offer assistance withcoats, bags etc., and introduce yourself. 21.   保证客人都被引领入座并询问他们喜欢吸烟区或非吸烟区。 Ensure all guests are escorted to a table, asked ifthey would prefer smoking or non smoking. 22.   满足客人的各项要求，如不能立即回答客人的问题请与经理联系。 Follow up any guest questions or queriesimmediately and if you don’t know the answer, check with your Manager. 23.   确保所有服务都符合标准。 Ensure all service procedures are carried out tothe standards required. 24.   确保所有区域与开始用餐时一样整洁。 Make sure all areas are cleaned and maintained inaccordance with operating procedure. 25.   在生意变化的基础上调整员工排班，做任何变化要确保餐饮部服务质量及预算。 To supervise the restaurant roster on a daily basisand ensure it is in line with the changing business levels. Make any changes inorder to achieve the F&B Team service standards and budget goals. 26.   控制每个人员的分配，以确保顾客的期望得到满足而达到预期的人员成本。 Control the allocated labor for each shift toensure that customer expectations are met whilst achieving the desired laborcost. 27.   协助餐厅经理进行就职培训，及在职培训。 Assist the restaurant managers with training allteam member for ‘induction training’ and ‘on the job training’. 28.   为提高员工的工作技能及自信心，在每个班次的工作之后总结他们的工作表现。 Offer team member constructive feedback about theirperformance after every shift in an aim to develop their skills and confidence. 29.   通过体现自身的专业素质，为餐厅的其他员工树立良好榜样。 Provide leadership and direction for all teammember while on duty by offering professional skills and leading by example. 30.   确保每个班次的回顾，交接班及例会的召开。 Ensuring the shift is reviewed and hand-over andbriefings are carried out. 31.   如有必要，该部门有权更改或补充该职位描述。 The management reserves the right to change /extend this job description if necessary at any point of time during her / hisemployment.

1.  当班时负表所有分配的楼层和客房。 Responsible for assigned floors and guest rooms during shift. 2.  与前台接待密切合作确保任何时间内正确的房态。 Work closely with the Reception to ensure correct room status at all times. 3.  确保所分配的区域的高度清洁。 Ensure highest standard of cleaning in assigned areas. 4.  确保在“请勿打扰”状态下客人的隐私被维护。 Ensure guest privacy is respected when DND status is displayed. 5.  监督夜床服务。 Supervise turndown service. 6.  负责钥匙的严格控制。 Responsible for strict key control. 7.  对客房的走廊和公共区域进行常规检查。 Inspect regularly guestroom corridors and public areas. 8.  迅速向工程部汇报维护活动。 Report maintenance issues promptly to Engineering. 9.  确保依照失物招领程序办事。 Ensure compliance of Lost & Found procedures. 10. 维持楼层布草房的干净和整洁。 Keep floor linen rooms neat and tidy. 11. 监督单元工作效率。 Monitor productivity of the unit. 12. 约束员工遵守纪律。 Discipline team member when necessary. 13.检查客房部员工的仪表,个人卫生和形象。 Check Housekeeping team member’s grooming, personal hygiene and appearance. 14. 协助准备员工排班表。 Assist with the preparation of team member’s duty roster. 15. 协助进行员工的培训和发展。 Assist with team member training and development. 16. 给予所管辖的员工以不断的建议和支持。 Provide ongoing advice and support to team member’s under your supervision. 17. 指导员工表现。 Supervise team member’s performance. 18.必要时对员工进行个别面对面指导。 Provide one to one instruction to team member members when required. 19.完成任何其他合理的职责和被指派的职责。 Carries out any other reasonable duties and responsibilities as assigned.

1. 根据预订优质快速的为客人办理入住手续，确认相关信息，如:房价，人数等，依客人喜好予以排房。向客人介绍酒店各种宣传促销活动。指引去房间的方向并解释房卡的使用方法，向客人分发礼物等。 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 .for arriving guests . Ensures guests knows location of room , containing room keys , tokens of our appreciation,gifts , etc ,to guest . 2. 确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结账手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。 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 . 3. 热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。 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 . 4. 对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。 Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions. 5. 礼貌的接听所有来电，及时恰当的应客人要求处理各种邮件、传真及转交物品。 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 . 6. 成着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。 ields 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 . 7. 积极的工作，友好的为客人提供服务。 Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest. 8. 积极参加所需的各种培训，提高工作能力。 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. 9. 致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。 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. 10.在前台的团队中起到积极作用，有效的沟通，确保达到目标。 Takes an active role in the front desk team, ensuring effective communication and working as a team in order to reach goals and targets. 11.为顾客提供热情周到的服务，有宾至如归感。 Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive. 12.依照预订为客人办理入住，核对预订信息，确保入住登记表的完整性及付款方式安全有效。 Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed , and method of payment secured. 13.采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。 Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution. 14.维护顾客档案和信息，确保预订的有效性和准确性。 Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation. 15.确保VIP客人个性化服务待遇。 Ensures that VIP guests are treated personally and recognized as an individual. 16.协销售，预定和业务发展团队为公司客人提供服务。 Liaises with Sales, Reservations and the Business Development team to handle corporate guests. 17.确保所有账单消费的精准性，为客人提供高效快捷的结账服务。 Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct. 18.将准确完整的信息录入酒店管理系统，以便大家分享。 nputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members. 19.了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。 Applies Brand Standards in each and every action, acting as a role model and example of how the tandards should be carried out in a practical setting. 20.遵循品牌标准。 Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel. 21.与餐饮部，客房部，工程部，IT等进行有效的沟通合作。 Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT. 22.对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。 Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken. 23.汇报最新的工作进展，确保宾客关系经理对部门营运状况的了解。 Ensures that the Guest Service Manager is kept aware and up to date of operational issues. 24.确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例会及其他会议。 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. 25.确保完成行前台每日的任务，其中包括但不仅限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主账的核对等。 Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up. 26.核对入住登记表，会议及活动信息，预订备份等。 Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is actioned accordingly. 27.节约成本，确保存货不浪费。 Ensures that front desk stock is managed and not wasted, maintaining costs where able. 28.警惕商业竞争行为，并及时上报。 Keeps up to date and aware of competitor activities in order to be informed. 29.根据价格要求向客人提供相应的物品。 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. 30.按照健康安全， 危机管理部门，灾难处理方法，救火程序执行。必要的时候加入 救火。 Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed. 31.严格遵守现金收付手续，收取现金，信用卡，转账，代金券等。 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. 32.收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。 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. 33.为客人提供保险箱，保证他们的财物安全。 Provides safety deposit boxes to guests, ensuring that guests valuables are safe and secure at all times 34.跟进担保预订及付款方式，确保酒店收入。 Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations. 35.确保所有账单消费的精准性，为客人提供高效快捷的结账服务。 Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges. 36.从促销客房转至高级客房，确保在每个客人身上获得最大利润。 Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest. 37.抓住商机，用合理的方式提高酒店收入，确保客人物有所值。 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 Maritim Brand Standards. 38.如有必要 ，该部门有权更改或补充该职位描述。 The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 39.如有可能用客人的母语与其交流。 Attempt to communicate with guest in guest’s native language , if applicable . 40.完成任何其他合理的职责和被指派的职责。 Carries out any other reasonable duties and responsibilities as assigned.

1.在整个工作过程中，始终保持高度的客户服务意识。 To maintain a high customer service focus by approaching your job with the customers always in mind. 2.保持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流。 To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. 3.能够提出对酒店的运作及环境有益的意见或建议。 To contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel. 4.能够积极的向客人及供应商推荐酒店的服务及设施。 To actively promote the service and facilities of the Hilton Hotels to guests and suppliers of the hotel. 5.在工作过程中能够做好本职工作，保证自己及其他人的安全。 To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace. 6.熟悉掌握菜单及饮料单上的内容，并可以详细的给客人做出解释。 Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests. 7.了解健康食品的要求，并可以给出适当的建议。 Understand dietary requirements and offer appropriate suggestions. 8.与经理商讨，并做到如何提高对客服务意识，达成一致标准并采取相应的行动。 In consultation with the Manager, agreeing and implementing actions to make improvements to customer service. 9.能够达到产品知识的要求。 By completing checklist in product knowledge. 10.可以根据客人不同的国籍推荐菜单上的食品。 Be able to make suggestions on the menu that might suit guests of different nationalities. 11.了解其他餐厅的菜肴，以便向客人推荐。 By knowing menu items of all other outlets to recommend guests to other outlets. 12.熟悉所有餐厅及酒店其他部门的营业时间。 Confidently knowing opening hours of all restaurants & Hotel outlets. 13.可以向客人推荐其它具有吸引力的餐厅或场所。 Being able to recommend other restaurants & city attractions to Hotel guests. 14.在工作中随时检查员工的产品知识。 To actively check team member product knowledge on each shift. 15.遵守服务程序，保证餐厅的各个区域都符合早餐、午餐及晚餐的服务标准。其中包括收银台的准备工作，及和厨师交流，餐厅预定的详细情况。 Undertake steps/process to ensure that all areas of the restaurant are set are set to the standards required for breakfast, lunch and dinner. This also includes checking the cashier desk set-up& communicating with the Chefs about any details for the shift including how many reservations for the day. 16.检查餐厅当天预定，保证员工能够按照预定准备及正确摆台，做好相应的准备，并能致电确认预定。 Check reservations for the day, ensuring that the restaurant & team member have tables ready and large bookings have been confirmed by phone. 17.在必要的时候协助酒吧及厨房的同事，并完成经理交代的任务。 By assisting bartenders & kitchen team member where required and carry out any reasonable duties requested by the Manager. 18.确保所有员工提前了解换班的详细安排。 By ensuring all team member is briefed for the details of the shift ahead. 19.完成账单检查表以准备餐厅服务。 By completing checklist on preparing the restaurant for service. 20.微笑服务，协助顾客就座、挂外套及背包等，并做自我介绍。 Greet guests with a smile, offer assistance with coats, bags etc., and introduce yourself. 21.保证客人都被引领入座并询问他们喜欢吸烟区或非吸烟区。 Ensure all guests are escorted to a table, asked if they would prefer smoking or nonsmoking. 22.满足客人的各项要求，如不能立即回答客人的问题请与经理联系。 Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager. 23.确保所有服务都符合标准。 Ensure all service procedures are carried out to the standards required. 24.确保所有区域与开始用餐时一样整洁。 Make sure all areas are cleaned and maintained in accordance with operating procedure. 25.在生意变化的基础上调整员工排班，做任何变化要确保餐饮部服务质量及预算。 To supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels. Make any changes in order to achieve the F&B Team service standards and budget goals. 26.控制每个人员的分配，以确保顾客的期望得到满足而达到预期的人员成本。 Control the allocated labor for each shift to ensure that customer expectations are met whilst achieving the desired labor cost. 27.协助餐厅经理进行就职培训，及在职培训。 Assist the restaurant managers with training all team member for ‘induction training’ and ‘on the job training’. 28.为提高员工的工作技能及自信心，在每个班次的工作之后总结他们的工作表现。 Offer team member constructive feedback about their performance after every shift in an aim to develop their skills and confidence. 29.通过体现自身的专业素质，为餐厅的其他员工树立良好榜样。 Provide leadership and direction for all team member while on duty by offering professional skills and leading by example. 30.确保每个班次的回顾，交接班及例会的召开。 Ensuring the shift is reviewed and hand-over and briefings are carried out. 31.如有必要，该部门有权更改或补充该职位描述。 The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.

1.协助行政总厨全面管理中厨房和宴会厨房，参与酒店政策、理念、方向、目标和目标相关的决策，并按指示执行。 Assists the Executive Chef in the overall operation of the Fortune Chinese kitchen and Banquet Kitchen by participating in decisions relating to hotel policy, philosophy, direction, goals and objectives and action their implementation as directed. 2.协助行政总厨管理正在进行的烹饪业务，以确保达到质量和安全标准，提升服务的独特性，并利用可用资源来提高最大的盈利能力和质量形象。 Assist the Executive Chef on manages ongoing culinary operations to ensure that quality and safety standards are met, service distinctiveness promoted and available resources are utilized to promote maximum profitability and a quality image. 3. 优化高效的计划、调度、订购和库存控制。 Optimizes efficient and effective planning, scheduling, ordering and inventory control. 4.指导和控制中餐副厨 / 厨师长和所有下属厨房员工，确保所有日常操作事务都能按时处理，满足或超过客人的期望。 Directs and controls Assistant Chinese Chef / Sous chef and below kitchen employees to ensure that all day to day operational matters are handled on time and guest expectations are met or exceeded. 5.确保厨房政策和程序的持续改进。确保各部门遵守批准的政策。 Ensure continuous improvement of Kitchen Policies and Procedures. Ensure compliance of departments with approved policies. 6.监督所有中餐厨房和宴会厨房区域的清洁卫生标准，必要时采取适当措施。 Oversees the standards of cleanliness and hygiene in Chinese kitchen and Banquet Kitchen areas and takes appropriate action where necessary. 7.与餐饮部门一起为所有餐厅制定、沟通和实施年度餐饮推广计划。 Prepares, communicates and implements in conjunction with the Food and Beverages Department on all Food and Beverage promotion plan for all restaurants. 8.协助行政总厨通过了解和应用适用的健康和安全/HACCP标准，最大限度地减少不安全行为造成的事故数量。 Assist the Executive Chef on minimizes the number of accidents occurring from unsafe practices by ensuring applicable health and safety / HACCP standards are understood and applied. 9.协助行政总厨所有食品和饮料的定价，在保持物有所值的原则下最大限度地提高门店的盈利能力。 Assist the Executive Chef on all Food and Beverage pricing, maximizing outlets profitability while maintaining value for money principles. 10.协助行政总厨执行酒店年度预算，更具体地根据总体目标和目标编制、监控和控制酒店餐饮相关收入和支出。 Assist the Executive Chef on executing on the of the hotel’s annual budget, and more specifically prepares, monitors and controls the hotel’s Food & Beverage related revenue and expenses based on overall goals and objectives. 11.确保中餐厅和宴会厨房的供应标准库存的实施和维护，并监督库存盘点和控制。 Ensures the implementation and maintenance of supply par stocks in Fortune Chinese Kitchen, Banquet kitchen and oversees inventory taking and control 12.协助行政总厨保持高效的管理组织，按时提交报告。 Assist the Executive Chef on maintaining efficient administration organization and submit reports on time. 13.协助行政总厨确保根据现有员工管理系统对员工进行挑选、培训、评估和奖励。 Assist the Executive Chef on ensuring that employees are selected, trained, evaluated and rewarded in compliance with existing employee management systems. 14.不断寻求提高客人满意度和财务效益的方法。 Continuously seeks way to improve guest satisfaction as well as financial results. 15.对下属员工进行培训、辅导、纪律培训和发展，并协助其他部门进行培训。 Caches, counsels, disciplines and develops subordinate employees and assists other departments in this process.

1. 在整个工作过程中，始终保持高度的客户服务意识。 To maintain a high customer service focus by approaching your job with the customers always in mind. 2.保持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流。 To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. 3.能够提出对酒店的运作及环境有益的意见或建议。 To contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel. 4. 能够积极的向客人及供应商推荐酒店的服务及设施。 To actively promote the service and facilities of the Hilton Hotels to guests and suppliers of the hotel. 5.在工作过程中能够做好本职工作，保证自己及其他人的安全。 To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace. 6. 熟悉掌握菜单及饮料单上的内容，并可以详细的给客人做出解释。 Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests. Understand dietary requirements and offer appropriate suggestions. 7. 了解健康食品的要求，并可以给出适当的建议。 Understand dietary requirements and offer appropriate suggestions. 8.与经理商讨，并做到如何提高对客服务意识，达成一致标准并采取相应的行动。 In consultation with the Manager, agreeing and implementing actions to make improvements to customer service. 9.能够达到产品知识的要求。 By completing checklist in product knowledge. 10.了解其他餐厅的菜肴，以便向客人推荐。 Be able to make suggestions on the menu that might suit guests of different nationalities. 11.熟悉所有餐厅及酒店其他部门的营业时间。 Confidently knowing opening hours of all restaurants & Hotel outlets. 12.可以向客人推荐其它具有吸引力的餐厅或场所。 Being able to recommend other restaurants & city attractions to Hotel guests. 13. 在工作中随时检查员工的产品知识。 To actively check team member product knowledge on each shift. 14. 遵守服务程序，保证餐厅的各个区域都符合早餐、午餐及晚餐的服务标准。其中包括收银台的准备工作，及和厨师交流，餐厅预定的详细情况。 Undertake steps/process to ensure that all areas of the restaurant are set are set to the standards required for breakfast, lunch and dinner. This also includes checking the cashier desk set-up& communicating with the Chefs about any details for the shift including how many reservations for the day. 15.检查餐厅当天预定，保证员工能够按照预定准备及正确摆台，做好相应的准备，并能致电确认预定。 Check reservations for the day, ensuring that the restaurant & team member have tables ready and large bookings have been confirmed by phone. 16.在必要的时候协助酒吧及厨房的同事，并完成经理交代的任务。 By assisting bartenders & kitchen team member where required and carry out any reasonable duties requested by the Manager. 17.确保所有员工提前了解换班的详细安排。 By ensuring all team member is briefed for the details of the shift ahead. 18.完成账单检查表以准备餐厅服务。 By completing checklist on preparing the restaurant for service. 19.微笑服务，协助顾客就座、挂外套及背包等，并做自我介绍。 Greet guests with a smile, offer assistance with coats, bags etc., and introduce yourself. 20.保证客人都被引领入座并询问他们喜欢吸烟区或非吸烟区。 Ensure all guests are escorted to a table, asked if they would prefer smoking or non smoking. 21.满足客人的各项要求，如不能立即回答客人的问题请与经理联系。 Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager. 22.确保所有服务都符合标准。 Ensure all service procedures are carried out to the standards required. 23.确保所有区域与开始用餐时一样整洁。 Make sure all areas are cleaned and maintained in accordance with operating procedure. 24.在生意变化的基础上调整员工排班，做任何变化要确保餐饮部服务质量及预算。 To supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels. Make any changes in order to achieve the F&B Team service standards and budget goals. 25.控制每个人员的分配，以确保顾客的期望得到满足而达到预期的人员成本。 Control the allocated labor for each shift to ensure that customer expectations are met whilst achieving the desired labor cost 26.协助餐厅经理进行就职培训，及在职培训。 Assist the restaurant managers with training all team member for ‘induction training’ and ‘on the job training’. 27.为提高员工的工作技能及自信心，在每个班次的工作之后总结他们的工作表现。 Offer team member constructive feedback about their performance after every shift in an aim to develop their skills and confidence. 28.通过体现自身的专业素质，为餐厅的其他员工树立良好榜样。 Provide leadership and direction for all team member while on duty by offering professional skills and leading by example. 29.确保每个班次的回顾，交接班及例会的召开。 Ensuring the shift is reviewed and hand-over and briefings are carried out. 30.如有必要，该部门有权更改或补充该职位描述。如有必要，该部门有权更改或补充该职位描述。可以根据客人不同的国籍推荐菜单上的食品。 The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.

1.与既有的客户和潜在的客户及合作伙伴保持密切的联系。与客户谈判，确保满足客人的需要，同时又能够实现饭店的利润。 Constant customer contact directed towards existing customers and potential customers. To negotiate with clients ensuring that profitability guidelines of the hotel are adhered to and at the same time, guest needs and expectations are met. 2.高效认知和掌握销售线索。 Identifies and handles sales leads effectively and efficiently. 3.代表饭店参加国际及国内的销售活动。 Represents the hotel and participates in domestic and international sales activities. 4. 发挥创造力，为酒店的产品及部门做出应有的贡献。 Creative contribution to product and sales development. 5.仔细计划与客户的会面，对预定的客户实施客户关系管理，完成销售目标。与客户保持有效的适当地交流，同时表现出专业的形象及工作方式。 Fulfills Customer Relationship Management responsibilities and sales goals for defined customers through planned customer interviews. Demonstrates effective and appropriate interaction with guests whilst maintaining a professional approach and image. 6.在所负责的市场区域内，监视和报告市场及竞争者的情况，准备和更新客户管理报告，确保所有必要的跟进工作按时进行 Monitors and reports on market and competition within own market segment. Prepares and updates customer management reports and ensures all necessary follow up work is carried out on time. 7.积极地传播产品信息，在负责的市场内营造饭店的知名度。拜访有潜力的客户，发展并保持与客户合作的关系。 Active distribution of product information and creates awareness in the markets and business segments or responsibility. Accomplishes sales calls on prospective clients to develop and maintain relationship 8.在所负责的区域内，与市场销售总监一起计划销售攻势，并确保其实现。 Participates in planning and realization of sales campaigns together with Director of Sales & Marketing within defined market segments. 9.主动参与，完成各种销售报告，在销售会议上与大家分享信息。 Active participation and submission of reports at sales meetings. 10.协助计划和配合销售活动和时间，协助配合开发制作所有酒店促销材料，管理客户档案数据库。手工或以电脑更新客户档案。 Assists in planning and coordinating sales activities and events.Assists in coordinating the development of all promotional material. Managers account base and maintains all customer information up to date manually and electronically. 11.对酒店产品及服务有高度了解，以便更好地向客户销售酒店的服务及设施。 Possesses a high level of product and service knowledge in order to promote services and facilities to customers. 12.根据酒店的目标和方向，制订合适的行政及沟通规定及程序。与本部门及其他部配合工作。预防和处理客人所关心的问题。 Develops appropriate administrative and communication policies and procedures in accordance with hotel’s goals and guidelines. Coordinates work operations within the department as well as other related departments. Prevents and resolves all guest concerns. 13.不断地对下属员工给予持续建议及支持。 Provides ongoing advice and support to staff under his/her supervision. 14.确保遵守酒店员工守则，酒店的政策及程序以及相关的行业行为准则。 Abides by the Hotel Employee Handbooks, abides by both the hotel policies and procedures, Abides by the Code of Conduct. 15.需要时，承担工作完成市场销售目标。随时完成上级交给对其他任务。 Undertakes tasks as and when requested to fulfill the marketing and sales objectives of hotel. 16.随时完成上级交给对其他任务。 Carries out other tasks as directed by the team leader. 17.分析、评估、不断提高个人表现。 Analyses, evaluates and improves personal performance on a continual basis. 基本工作技能Essential Job Skills 1.英语书写和口语能力 Verbal and oral English Language skills 2.较强的组织能力 Strong organizational skills 3.领导、激励和发展个人团队的能力 Ability to lead, motivate, and develop a team of individuals 4.熟练的销售和市场营销工作实践 Detailed knowledge of working practices in Sales & Marketing 5.良好的管理技能 Sound administrative skills 6.在压力下工作的能力 Ability to work under pressure

*有同岗位工作经验者优先 *身体健康，相貌端正，能吃苦耐劳。 A.     客房服务员Room Attendant 1. 具有良好的管家部楼层日常操作方面的知识。 Good knowledge of Housekeeping Guest floors daily operation. 2. 能够适应变动的工作时间，可以上早班和夜班， 并且能在周末和公共假日上班。   Flexible with working hours, able to work morning shift, evening shift, week –ends and public  holidays. 3. 具有良好清洁剂使用及清洁房间方面的知识。 Good knowledge for using chemicals and clean rooms.  B.     公区服务员 PA  Attendent 1.良好的普通话能力。 Good command of Mandarin. 2.具有良好的关于PA 基本方面的专业知识   Good knowledge of all Housekeeping areas, i.e, P.A operation Basic. C.     制服/布草Uniform/Linen Attendant  1.服装面料知识。 Clothes material understanding. 2.懂得缝补的基本知识。 Basic knowledge in sewing and mending of clothes. 3.能适应强度的工作和压力。 Able to work under great physical and mental pressures.

1.维护酒店安全秩序，尽职尽责完成岗位工作，保证酒店安全。 Keep smooth order of Hotel, fulfill the work dedicatedly, and ensure the safety of Hotel. 2.为客人提供帮助和服务。  Offer necessary service to guest. 3. 定期对饭店进行安全巡视，及时发现隐患，及时上报并采取措施。 Conduct regular safety patrol, find out any obscuration of accidents, take necessary measures and report to higher level on time. 4.爱护通讯器材，熟练使用各种消防设施和器材。 Take good care of communication facilities and skillfully operate all fire control equipment. 5. 详细记录巡查过程中发现的问题，上报处理，发现可疑人员和事物要礼貌地进行盘查、监控。Record problems during patrolling and report, examine and monitor with polite once find suspicious personnel and articles. 6.熟悉酒店消防设施、设备的位置、操作及使用方法。  Be familiar with the locations of hotel fire facilities and equipment and their operation. 7. 爱护岗位物品，严格落实交接班制度，对未完成和需跟进的工作要详细记录。 Strictly carry out shift hand over regulation, cherish position facilities, make detailed record of work needs to follow up. 8.熟悉急救程序及消防紧急措施。 Be familiar with current first aid and fire emergency procedures. 9. 如有必要，该部门有权更改或补充该职位描述。 The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 10.完成任何其他合理的职责和被指派的职责。  Carries out any other reasonable duties and responsibilities as assigned.

目前在招募各个部门实习生：前厅/餐饮/房务文员 岗位要求： 1.有志在酒店行业发展的应届毕业生/实习生； 2.对担任酒店管理人员具有高度期望； 3.热爱服务行业，具有良好的顾客服务意识、亲和力、沟通技巧和团队合作精神。

岗位职责： 1、完善Digital Team 人员架构：负责团队的组织和管理，确保团队高效运作 2、制定渠道战略：制定并执行数字渠道的整体战略，提升渠道的市场竞争力 3、有丰富的分销旅行社/渠道合作资源 4、具备根据收入目标进行收入拆解并完成的能力 岗位要求： 1、具备丰富的预定/前厅/在线渠道工作经验，熟悉OTA Ebooking后台功能使用，熟练操作Opera系统 2、具备互联网电商大促项目管理运营经验，能够有效管理大型项目 3、能够进行深入的渠道分析，包括数据监测跟踪、数据报表的整理和归档，为决策提供支持

【岗位职责】 1. 协助编制或执行酒店全年市场推广计划； 2. 确保市场活动中投资回报率的周期和预算； 3. 制定新媒体渠道推广计划并高效执行，建立酒店知名度； 4. 根据品牌标准，设计并制作酒店和市场推广的宣传印刷品； 5. 管理IHG酒店HCM内容，更新文字和图像质量以呈现品牌标准； 6. 管理酒店图像数据库，包括官方照片、活动照片，用于酒店推广； 7. 管理酒店各社会化媒体账号及平台更新，支持策略性促销活动，建立客户数据库； 8. 关注竞争对手实时活动，协助部门制定策略； 9. 协助部门管理酒店的市场活动，包括宣传预算、媒体参与、摄影/视频及礼品的选样制作。

Position Summary职位概述： Perform the actual manual and technical operation of the PABX Switchboard, Send faxes and provide a system of locating or paging guests who have telephone calls. To facilitate a memorable guest experience during the guests stay, by delivering items, acting upon requests and providing guest assistance where required, and to adhere to DoubleTree Brand Standards. 礼貌专业的接听，转接所有来电，依照希尔顿逸林品牌标准及客人的不同需求协同相关部门为客人提供服务，让顾客在到达，停留，离开的整个过程中享受热情周到的服务。 1.    Ensure the correct operation of the switchboard for fast and efficient transferring of internal and external calls. 快速高效的转接所有来电。 2.    Greets customers immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, etc. according to individual needs. 诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括周边景点及各消费场所的营运时间方位等。 3.    Ensure the Careline Manager is kept fully aware of any relevant feedback from either customers or other department. 将客人和其他部门的意见和建议及时反馈给关爱热线经理。 4.    Check all the equipment in Careline Centre all the time to ensure smooth operation: paging system, fax machine, voice mail system, FCS system, etc. Keep the Careline centre clean and tidy to ensure that all the staff may work in a comfortable environment. 时刻关注关爱热线各项设施设备的运转是否正常，如传呼系统、语音留言、FCS 系统等。保证关爱热线的清洁干净，为员工提供一个相对舒适的工作环境。 5.    Reviews VIP arrival and ensures proper handling of VIPs and groups. 关注VIP预抵，确保合理处理VIP及团队客人的需求. 6.    Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest. 积极的工作，友好的为客人提供服务。 7.    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.  积极地参加职业培训,保证工作能力 8.    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，为酒店发展提供建议，有创新精神，为顾客提供品质服务。 9.    Greets all guests communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel. 交流的时候以热情的语调和所有宾客问候，让他们觉得受到酒店的欢迎。 10.Transfers all internal and external guest calls to the appropriate party correctly, with minimal delay. 及时准确的为店内外宾客转接电话。 11.Handles and delivers messages in a confidential and professional manner, maintaining guests privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner. 准确及时的为客人传递信息，确保顾客隐私。 12.Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests privacy at all times and adheres to Hilton Brand Standards for communication. 遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。 Specific Job Knowledge, Skill and Ability工作技能技巧要求： ·       Ability to read, write, speak and understand the English language to communicate effectively with guests and employees. 能有效的用英语沟通交流。 ·       Interpersonal skills to provide overall guest satisfaction. 以较强的人际交往能力提高客人满意度。 ·       Ability to work under pressure and deal with stressful situations during busy periods. 能在强压下胜任工作。 ·       Thorough organization and supervisory skills proficient in accomplishing the task. 组织管理与督导技能。 ·       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. 擅长于处理宾客关系，能快速有效的应对各种问题。

岗位职责 1、为商务发展总监安排活动，配合其工作 2、为商务发展总监安排会议，并做记录确保其所需文件的准确。 3、准确做会议记录，发给相关人员传阅。 4、确保所有的报告及所需提供的服务能按时履行。 5、协助商务发展总监完成每月销售报告及其他报告。 7、处理至营业总监的日常公务信函。 8、建立市场营业部的档案系统。 9、按照酒店的标准接听，转接电话，记录留言。 10、协调，安排市场部人员出差事宜，如机票，食宿及其他。 11、以职业，积极的方式与酒店其他部门沟通，建立密切关系以促进团队精神和有效的双方交流。  12、任何时间，对所有的事情严格保密。 13、根据酒店的政策和程序，负责部门办公用品的申请及收集。 14、维持安全可靠的工作环境。 15、坚持酒店安全制度，熟悉财产安全紧急救护及火警的处理程序。 16、遵守酒店酒店的行为准则。 17、遵守酒店酒店的员工守则。 18、遵守酒店酒店的政策及程序。 19、坚持不断的对自己的表现进行分析评估。 20、完成上级交给的其他任务。 岗位要求 1、为商务发展总监安排活动，配合其工作。 2、为商务发展总监安排会议，并做记录确保其所需文件的准确性。 3、准确做会议记录，发给相关人员传阅。 4、确保所有的报告及所需提供的服务能按时履行。 5、协助商务发展总监完成每月销售报告及其他报告。 6、处理至营业总监的日常公务信函。 7、建立市场营业部的档案系统。 8、按照酒店的标准接听，转接电话，记录留言。 9、协调，安排市场部人员出差事宜，如机票，食宿及其他。 10、以职业，积极的方式与酒店其他部门沟通，建立密切关系以促进团队精神和有效的交流。 11、任何时间，对所有的事情严格保密。 12、根据酒店的政策和程序，负责部门办公用品的申请及收集。 13、维持安全可靠的工作环境。 14、坚持酒店安全制度，熟悉财产安全紧急救护及火警的处理程序。 15、遵守酒店酒店的行为准则。 16、遵守酒店酒店的员工守则。 17、遵守酒店酒店的政策及程序。 18、坚持不断的对自己的表现进行分析评估。 19、完成上级交给的其他任务。

作为高级销售经理，您将应以最高标准完成以下任务： ·        按时完成希尔顿大学相关课程学习，并确保通过测试。 ·        熟悉了解酒店产品知识，以及相关活动。 ·         负责酒店所有产品的宣传与销售工作，包括但不限于客房，餐饮，宴会，等。 ·        完成酒店设定的销售目标及相关任务。 ·        制定销售计划并得到销售总监或商务总监的批准，按照计划 实施对所负责的地区或行业的客户进行维护及开发，通过电话销售，当面拜访等形式了解客户需求并最终达成销售。 ·         高效地制作完成报价，合同并发送给客户并及时跟进。带领客户进行酒店参观。 ·         操作酒店预订系统对房间及宴会场地等进行预定。 ·        及时发送团队工作单，宴会工作单 同时确保相关部门接收到相关信息 ·        与所负责的客户建立良好关系，维持客户资料的更新并及时将客户需求与反馈反映给酒店。 ·        向客户推荐集团内其他连锁酒店。 ·        主动收集市场及行业信息与销售团队其他成员分享，抓住商机并最终转换为生意确认下来。 ·        了解并熟悉竞争对手的所有产品信息，包括主要客户及其产量、酒店客房、餐饮、会务相关促销信息等，并及时反馈信息给商务发展总监/销售部总监/高级销售经理。 ·        在主要客户、团队负责人及贵宾到店时欢迎其光临或入住酒店。 ·        通过定期的会议，确保销售团队与酒店运作团队有效的沟通，并协助宴会销售部或运营部跟进宴会或会议中发生的事件。 ·        处理客人的反馈或投诉。 ·        无论何时，最大化增加销售额，并对团队及宴会收入进行有效的预测。 ·        根据需要在销售经理或销售主任制定团队报价或合同时进行必要的监督和指导。 ·        积极参与市场计划的制定并协作达到预算。 ·        根据销售团队架构来协助销售总监分配对日常工作进行有效分配。 ·        指导销售团队，总是确保将高质量的服务和产品提供给客户。 ·        领导销售团队达到部门目标。 ·        在需要时主持并参加会议。 ·        协助销售总监招募，选择，培训员工保持团队的活力与稳定。 ·        认真履行所分配的工作和特殊任务。 ·        如有必要，该部门有权更改或补充该职位描述。 希尔顿高级销售经理始终要以宾客的利益为重并与其他团队成员密切合作。若要成功地应聘这一职位，您的态度、行为、技能和价值观应符合下列标准: ·        诚挚待客：       自愿全心全意为宾客提供无与伦比的绝佳体验 ·        正直诚信：       时时刻刻为所应为 ·        领导核心：       力争在业界和所在社区都位居领导地位 ·        团队合作：       所有工作中积极发扬团队合作精神 ·        主人翁精神：  勇于为自己的行动负责并敢于做出决定 ·        即时行动：       以刻不容缓的态度和纪律运营 ·        大学专科。 ·        有三年或以上酒店销售及相关经验。 ·        良好的中英文读写能力。 ·        良好组织及展示技巧，具有良好的沟通技巧。 ·        能在强压下胜任工作。 ·        了解本地客户的情况并具有很强的市场分析能力。 ·        拥有一定的客户资源。 ·        具有以身作则的能力。

·        在工作时间内清扫酒店制定标准工作量，确保所有客房达到希尔顿酒店制订的政策。 ·        确保所分配的区域的高度清洁。 ·        确保所服务客人的隐私被保护。 ·        尽可能地为客人提供帮助,响应客人的要求。 ·        按照程序和标准打扫和补给客房。 ·        需要时提供开夜床服务。 ·        随时保证万能钥匙的安全。 ·        保持手推车的整洁和充分的补给。 ·        维持所有的装备处于良好的工作状态。 ·        保持布草房的整洁和井井有条。 ·        向楼层主管汇报任何布草、家具、固定物或装置的丢失或损坏，及地毯大理石的养护状况 ·        随时为客人提供专业的高质量的服务。 ·        与本部门和其它部门的同事保持良好的工作关系。 ·        迅速向工程部汇报维修问题。 ·        严格依照失物招领程序处理客人遗留物品。 ·        采取合适的行动解决客人的抱怨。 ·        维持对产品和服务的高度了解以便于向客人解释和销售服务和设施。 ·        遵守酒店的工作政策及程序，遵守希尔顿的商业行为规范以及员工手册中的条款。 ·        如有必要 ，酒店管理层有权更改或补充该职位描述。 完成任何其他合理的职责和被指派的职责