岗位职责： 1、确保自己的服饰、发型整洁、淡妆等方面全部符合规定的要求 2、查看交班记录，了解上一班的移交事项，并负责处理 3、熟悉预订资料，了解客情，尤其要记住即将来店的贵宾、常客的姓名，了解酒店的所有活动 4、熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取最好的经济效益 5、熟练总台各项专业业务和技能，搞好对客服务 6、熟练掌握店内外信息，提供准确的问讯服务 7、负责为下榻酒店的宾客办理入住登记手续 8、负责客房钥匙的管理和发放工作并严格遵守验证制度 9、制作有关报表，为其它部门提供准确的接待信息 岗位要求： 1、大专以上文化程度，懂得英语 2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感 3、通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范 4、相貌端正，身体健康

岗位职责： 1、要熟知菜单、食品配方等知识 2、能按工作流程完成服务工作 职位要求： 1、对工作认真踏实，工作态度端正，能吃苦耐劳 2、身体健康，仪表端正、性格开朗、头脑灵活，具有较强的服务意识、推销意识和责任感 3、至少有西餐厅一年以上经验

岗位职责： 1、在餐厅中，培训、维持和执行所有的服务标准 2、在班次上正确执行收入和账单控制程序 3、处理日常员工的协作关系（例如时间调整） 4、为所有的员工和客人，建立一个安全及卫生的工作环境 5、为餐厅营运提供尽可能的帮助（例如工作时间表，楼层安排，预定），灵活安排工作内容 6、确保在餐厅营运时，协助服务员或领位，在各自的岗位上使客人满意 7、理解和教导授权原则，以确保客人的满意度 8、运用岗位的轮换制，来确保工作安排的合理性 职位要求： 1、有星级餐厅管理经验优先 2、有较好的服务精神和沟通技巧

岗位职责: 1、为将要入住酒店的客人做好一切准备工作 2、维持酒店在客人心中的良好印象 3、建立与宾客的关系 4、提供咨询服务 5、确保日常操作的效率 6、执行上级所指派的其他工作 岗位要求: 1、大专及以上学历，能流利地使用英文交流 2、至少2年及以上前台工作经验，熟悉酒店提供的各项服务等相关专业知识 3、健康良好、仪表出众 4、能有效地处理客人查询及投诉 5、能有效地与酒店其他部门联系 6、能与客人建立保持良好的关系

工作职责： Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests. 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。 Understand dietary requirements and offer appropriate suggestions. 了解健康食品的要求，并可以给出适当的建议。 By completing TBS checklist in product knowledge. 能够达到TBS 产品知识的要求。 Be able to make suggestions on the menu that might suit guests of different nationalities. 可以根据客人不同的国籍推荐菜单上的食品。 By knowing menu items of all other outlets to recommend guests to other outlets. 了解其他餐厅的菜肴，以便向客人推荐。 Confidently knowing opening hours of all restaurants & Hotel outlets. 熟悉所有餐厅及饭店其他部门的营业时间。 Being able to recommend other restaurants & city attractions to Hotel guests. 可以向客人推荐其他具有吸引力的餐厅或场所。 To actively check staff product knowledge on each shift. 在工作中随时检查员工的产品知识。 Check reservations for the day, ensuring that the restaurant & staff have tables ready and large bookings have been confirmed by phone. 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。 By ensuring all staff is briefed for the details of the shift ahead. 确保所有员工提前了解换班详细安排。 By completing TBS checklist on preparing the restaurant for service. 完成TBS账单表以准备餐厅服务。 Greet guests with a smile, offer assistance with coats, bags etc., and introduce yourself. 微笑服务，协助顾客就座、挂外套、背包等，并作自我介绍。 Ensure all guests are escorted to a table, asked if they would prefer smoking or no smoking. 保证客人都被引导入座并询问他们希望在吸烟区或非吸烟区就座。 Ensure all service procedures are carried out to the standards required. 确保所有服务都符合标准。 Ensure all drinks are replenished, never letting cup or glass to become empty. 保证询问客人的饮料是否续杯，保证不发生空杯的情况。 Take personal responsibility for the service experience of all guests in the restaurant by visiting and introducing yourself to all guests & actively checking on their satisfaction. 各尽其职，向客人做自我介绍，注意收集客人满意度的反馈。 Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager. 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。 A supervisor must have detailed knowledge of Departmental Standards. 作为主管需熟悉掌握部门的各项标准。 Be able to explain the Standards to the team. 可以为团队成员解释介绍服务标准。 Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Manager. 以积极的态度为客人服务，协助各种合理要求，并对餐厅其他员工进行客人需求的培训。 Be Pro－Active towards guests, assisting them with any reasonable requests, and training all staff to see these things before the guests ask. 以积极主动的态度为客人服务，协助各种合理要求，并对餐厅其他员工进行客人需求的培训。 Positively end the guests experience by checking satisfaction. 在客人用餐接近尾声的时候，询问客人对用餐是否满意。 任职资格： 1.具备在餐饮或酒店行业担任主管或团队领导角色的相关经验。 2.具有出色的领导能力和团队管理技能，能够培训和激励员工。 3.具备良好的英语沟通能力，卓越的沟通和人际交往能力，注重提供优质的客户服务。 4.了解餐饮运营、库存控制和健康安全标准。

工作职责： Responsible for the preparation and presentation of all food items from his/her section in the menu, buffet set－up and banquet functions. 根据本部门菜单负责为餐厅，自助餐和宴会制作食品。 Responsible for the proper handling and maintenance of all equipment in the section. 负责厨房设备的正常使用，运转和保养。 Responsible for consistent implementation of quality standards in food preparation and presentation. 负责保持本部门的食品制作及出品的质量。 Responsible for conservation and proper utilization of food supplies, fuel, operating supplies, electricity, etc. 负责控制食品原料的消耗，燃料，运营耗材和电力的消耗。 Responsible for the maintenance of cleanliness and hygiene of work area. 负责本部门所有厨房工作区域的卫生。 Responsible for knowing and practicing all Hotel Rules and Regulations. 遵守执行酒店的规章制度和程序。 Attends daily briefings, meetings and training sessions required for the position. 参加每日例会, 工作会议和有关的工作培训。 Reports to work on time, well－groomed and in complete uniform. 准时上班, 仪容仪表整洁, 个人清洁卫生及穿戴完整的工作制服。 Assists Chef de Partie in the daily Food Supplies inventory and requisition. 协助主管厨师完成每日的食物盘点及领货需求。 Inspects all perishable & other food items received daily and arranges the correct storage of these items. 每日检查当天收到的和本部门易腐败的食物并确保正确的储存。 Prepares and presents all food items in his section in accordance to the specified quality standards and plate specification at all times. 在所有时间内都根据质量标准来准备和展示本部门的食品。 Controls food spoilage and waste and keeps it to minimum levels. 控制食物的浪费和保持损坏最低化。 Checks all fridges, storage areas and work areas in his section regularly, to ensure all areas are clean, tidy and in good working condition. 工作期间应不断的检查本部门所有冰柜，储藏区和工作区域，确保有序午净的工作环境和所有食物的正确储存。 Follows mise－en－place schedule to ensure availability of all items at the specified time. 根据准备工作表及时完成工作。 Understands and performs the different methods of cooking, the methods of food preparation, the types of ingredients, the proper handling and cutting of food items. 具备本部门所用菜单和原材料知识, 能根据标准准备, 烹饪和摆放本部门的菜肴 Reads and understands Standard Recipe Cards. 能够阅读和理解标准食谱。 Reports to the Sous Chef immediately should there be any deficiency in food supplies in terms of quantity and quality. 如发现有库存食品短缺或质量问题应及时通知厨师长。 Attends to specific guest needs and requirements as instructed by his supervisors. Interacts with individuals outside the hotel including, but not limited to, clients, suppliers, government officials, competitors and other members of the local community. 同客户，供应商，政府官员，竞争者和其它社团成员（但不仅于此）保持良好沟通。 在主管的指导下，留意客人的特殊要求和需要。 Establishes & maintains effective employee & inter departmental relationships. 建立和保持同事和部门之间的良好系。 Assists new employees and co－employees in the performance of work. 协助其它员工完成工作任务。 Contributes to on the job training for Commis Chef and new employees. 协助指导和培训下级员工及新员工。 Coordinates with other cooks in the different kitchen sections and the service team in the performance of work. 与别的厨房部门厨师及服务人员合作完成工作任务。 Coordinates with team from other department in other Hotel activities. 与酒店别的部门员工进行工作上的合作。 Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的职责和被指派的职责。 任职资格： 最好接受过酒店或烹饪学校的技术教育。 至少在五星级酒店或高标准的个体餐厅担任糕点厨房厨师 1年。

工作职责： This position is responsible for assisting DOC in achieving revenue goal of department. Accurate administrate and control all DEF bookings, function space occupancy rate, revenue and guests’ satisfaction. Work closely with reactive sales and operation departments to handle events successfully. Offering enhancements to create outstanding events. 协助宴会销售总监达到并超过部门收入预算。准确地管理和经营签约会议团队及宴会预定，提高宴会厅使用率、营业额以及客户满意度。通过与销售及营运部门地紧密合作圆满完成团队、会议、宴会等活动的接待工作。 1.To maintain the corporate image of the company by including presentations on Hilton Reservations / new hotels by Hilton. 维持企业形象，包括希尔顿及新酒店。 2.Ensure a sales attitude prevails at all times, utilizing every opportunity within the scope of your work that will assist with the maximization of revenue. 确保始终保持专业的销售态度，利用每一个工作范围内的机会，发掘签约团队和宴会活动的消费潜力，协助收入最大化。 3.Follow up every call－in/walk in leads by Hilton standard with positive sales attitude. Handle site inspection. 按照规范流程接听客户来电、并确保以积极销售的态度接待所有未预约客户。处理已签约客户在酒店的实地考察。 4.Follow up on contract, agreed deposit and cancellation charges to ensure the hotel policy is followed by all team members. 按流程跟进押金、合同和违约罚款，确保贯彻执行酒店政策。 5.Review and confirm all events details with clients and operation team in advance. Issue accurate BEO/Group Resume/Floor Plan/Change Log/VIP Alerts etc. on time. Handover events to operation departments. 会前与客户及营运部门密切沟通、确认各项活动细节。在规定时间点前出具正确的团队/宴会任务单、场地图、更改单、贵宾通知等文件。确保将团队信息准确地交付营运部门执行并审核。 6.Greeting/Farewell event customers. On call to solve any problem that may occur during the stay of the respective group. Arrange exit interview before group/event departure, develop potential repeat business. 欢迎、欢送团队及宴会客户，随时待命并协助营运部门解决在店团队/宴会活动发生的意外事件。协助宴会销售总监做好每个团队离店前的会后面谈，提高客户回头率。 7.Responsible for Meeting Planner Survey （MPS） program after each event complete. Assist to achieve team goal of uploading, responds & satisfaction. 在每个宴会结束后，负责宴会客户满意度调查项目，协助团队完成上传率、回复率和满意度指标。 8.Ensure event bill be delivered to client in time and update final revenue data into system. Assist accounting able to receive the payment in line with agreement. 在规定时限内确保活动账单并交付客人核账，确保更新录入数据的准确性。配合财务部如约收款。 9.Maintain good relationship with clients, to transmit business information to reactive team and assist DOC in negotiating with prospective clients. 维护客户关系，向宴会销售团队传递潜在回头客信息并协助谈判。 10.Attend weekly, monthly, provisional briefings/meeting, exchange event information, market intelligence, product competitiveness etc. 参加每周、月部门例会及临时会议并交流相关已签约团队及宴会活动要点、潜在客户情报、市场、产品竞争力等信息。 11.Make sure the system key－in accuracy of each event on the reports. Participant team member training on request. 确保系统内数据输入的准确性，各类营业报表的准确性。按要求参加各项团队的系统培训。 12.Adhere to departmental operating expenses as laid out in the budget / forecast. 遵守在预算/预测中列出的部门运营开支。 13.Comply with all systems and procedures as laid down by the Commercial Department. Complete the ad hoc assignment on time. 遵守商务发展部制定的制度及操作程序，按时完成上级布置的临时任务。 14.Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的职责和被指派的职责。 任职资格： 1.Communication skill in Mandarin and English verbal, listening and writing. 具备普通话，英语听说读写沟通能力 2.Minimum 3 years’ experience in hotel. 3年以上的酒店经验。 3.Pleasant personality, polite. 性格开朗，有礼貌。 4.Independent worker and self－motivated. 独立工作和自我激励。 5.Team work. 团队合作。

工作职责： This position is responsible for meeting and exceeding the revenue goals for the Corporate or government accounts, and by creative selling close cooperation with decision makers. 通过创造性的销售和与管理层的密切合作，实现并超过企业的收益目标。 To understand and follow up hotel policies, departmental rules, and SOP. 了解及跟进酒店政策，部门规章，和标准操作流程。 To make regular sales calls to all accounts under his/her. Daily visit 4－5 clients to different companies. 定期对自己的客户进行销售拜访。每日拜访4－5家不同的公司客户。 To research on new and potential accounts and explore their full potential. 研究新的潜在客户，并发掘其全部潜力。 To entertain clients regularly and conduct hotel inspections. Weekly ENT 3 clients and invite 2 clients for hotel inspections. 定期招待客户并邀请客户参观酒店. 每周需宴请3次客户，以及邀请2次客户前来参观酒店。 Attend the sales briefing on daily basis. 出席每天的销售简报。 To meet VIPs’ upon check－in. 帮助贵宾办理入住手续。 To negotiate with accounts on banquet, outside catering events and coordinate with Banquet Department and follow－up revisions. 与客户进行关于宴会的谈判，与宴会部门协调和后续修订。 To carry out special projects assigned. 履行所赋予的特别项目。 To maintain sales record of all accounts under his/her. 保留自己账户内所有客户的销售记录。 To meet and service in－house FIT clients, groups and organizers. 满足和服务于内部客户、团队和组织者。 To ensure a smooth responses to clients by communicating efficiently with the Sales Coordinator. 通过与销售协调员有效沟通，确保顺利有效地响应客户。 1）Negotiation for rates （Corporate and Travel Agents）. 价格谈判（企业及旅行社）。 2）Follow－up bookings status and to discuss group requirements （meeting arrangement, breakfast, lunch, dinner etc.）. 跟进订单状况，并讨论团队客户的要求（会议安排，早餐，午餐，晚餐等） 3）Follow－up on deposit. 跟进押金。 4）To handle correspondence to agent / incentive organizer. 处理第三方代理和会议组织者的邮件。 5）To conduct hotel inspection. 进行酒店视察。 6）To oversee that group orders are routed to all departments concerned. 监督团队订单发送到各有关部门。 7）To follow－up correspondence. 跟进邮件。 8）Report new trends in the market and work with the Commercial Director/ Commercial Manager/ DOS/ ADOS in reviewing the strategy in a timely manner. 报告在市场上的新趋势，并与商务总监、商务经理、销售总监、销售副总监及时审查策略。 9）To submit Sales weekly sales plan and sales report. 提交每周销售计划和销售报告。 任职资格： 1.Could write and speak Japanese. 具备日语书写口语能力。 2.Minimum 2 years’ experience in hotel. 2年以上的酒店经验。 3.Pleasant personality, polite. 性格开朗，有礼貌。 4.Independent worker and self－motivated. 独立工作和自我激励。 5.Team work. 团队合作精神。

工作职责： Audits the daily revenue figures, supporting reports and vouchers. 审核每日收入数据，以及后附报告和凭证。 Review the daily revenues billing & report properly. 核查每日的营业收入帐单和各类报表。 Review daily room rate check report and room override reports. 查看每日房价报表，审核有差异的房价。 Monthly make an inventory of the outlet's coupon. 每月对各营业点售卖的礼券进行盘点。 Safety Box check has been completed by Quarterly. 每季度检查保险箱。 Monthly make an inventory of each cashier house fund. 每月盘点前台及餐饮收银员的备用金。 Feedback the important information to the hotel management correctly on time.  及时准确地反馈酒店重要信息。 To keep a proper and accurate record of all amounts due to the hotel. 对酒店所有应收款保留正确记录。 To ensure that accounts and statements are rendered on a timely basis. 及时提交帐目和对帐单。 Ensures the accuracy of all charges made to the various accounts on a daily basis. 所有费用每日正确输入各类帐目。 To check back up documentation against invoices to ensure the accuracy of all information prior to it been sent out. 在所有信息发出之前,对照发票检查备份文件,确保其正确性。 Ensure that accounts, statements and follow up letters are sent on a timely basis. 确保帐目,对帐单和跟进的信件及时发出。 Handles all requests and enquiries in a timely, efficient and friendly manner. 及时,有效,友善的处理所有要求和疑问。 To perform any additional tasks assigned to ensure that the hotel functions smoothly. 履行安排的其他职责,保证酒店的正常运营。 任职资格： Knowledge of F&B cashiering, front desk cashiering and night audit. 有餐饮收银,前台收银和夜审知识。 Basic command of English. 基本英语要求。 Computer literate. 电脑知识。

工作职责： Check Action Forms posted by Human Resource Department and prepare a Staff Change Report for file. 检查人事部输入的人事变动表，准备人员变动报告以存档． Reconcile the Attendance Records of all departments with the leave days posted by Personnel and prepare a Leave Summary. 核对所有部门出勤记录与人事部输入的假期天数，准备一份假期摘要． Prepare monthly employee payroll and all related reports, including government mandated on a timely and accurate basis. 按时准备员工每月工资表和相关报告，包括政府要求的文件． Apply and distribute meal coupons. 申请并分发餐卡． Compute and check the monthly provident fund, pension, medical insurance, unemployment insurance, housing fund, personal income tax for Accounts Payable for payment preparation. 计算并审核每月准备基金,医疗保险,失业保险,住房公积金,个人所得税,以便应付帐款准备付款. Calculate employee termination payment. 为员工结算工资. Prepare annual / special bonuses. 准备年终奖和特别奖 Coordinate with the bank for transfer of the employees’ salary into their individual account. 与银行协调将员工工资转入员工个人帐户. Attend to staff query regarding payroll. 关注员工与工资相关的疑问. Translate documents and correspondences for Financial Controller. 为财务总监翻译资料和信件. Maintain a systematic filing system for all contracts, agreements, etc. 所有合同和协议等保持文件存档系统. Follow the insurance of all contracts and agreements; maintain the insurance policy or waiver application. 跟进合同和协议的保险 情况，确保保险的持有和豁免的申请。 Update the status of license and remind the user of department renew on time. 更新证照情况并且提醒使用部门及时更新。 Maintain updated record of all staff within the Finance Department. 保持财务部所有员工记录. Handle in and out－going correspondence. 处理来往信件. Monitor and maintain record of company seal and hotel related license. 监督和保存酒店印章及酒店相关执照使用记录. Follow up with department heads on specific reporting requirement and/or measures recommended for action on behalf of the Financial Controller. 代表财务总监与部门经理追踪具体报告. Handle the administrative work of finance department. 处理财务部的行政工作。 任职资格： 1.财务、会计或相关专业大专及以上学历 2.具有3年以上财务工作经验，其中至少1年以上担任主管岗位经验，熟悉酒店行业财务运作优先 3.熟悉国家财经法律法规、会计准则及相关税务政策，熟练使用财务软件及办公软件 4.具备较强的账务处理、财务分析及税务筹划能力，能独立完成全盘账务操作 5.工作细致严谨，责任心强，具备良好的沟通协调能力和团队管理意识 6.无不良信用记录或违法违规行为，能够遵守职业道德规范

工作职责： Greets customers immediately with a friendly and sincere welcome .Responds to inquire with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs. 诚挚友好的问候客人。快速的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间，景区景点指南，租车服务及机场接送服务等。 Answers telephone calls and inputs messages into the computer. Retrieves messages and communicates contents to the guest. Retrieves mail, small packages, and facsimiles for customers as requested. 负责接听礼宾部电话，处理客人留言，包裹，邮件及传真。 Arranges and confirms recreation, business and dining activities both inside and outside the hotel. Promptly responds to requests for dentists , doctors ,child care , florists, etc. 代客预订店内及店外的餐厅和娱乐场所。为医疗保健，托婴，送花等服务提供协助。 Registers VIP guests by inputting and retrieving information from a computer system, confirming pertinent information such as guest name, number of guests and room number. Provide professional and personal service. 通过电脑系统查询确认VIP客人的名字，房号，人数等相关信息确保提供更专业更人性化的服务。 Responds to guest complaints, conducts research to develop the most effective solutions and negotiates results. Listens and assists in resolving problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. 处理客人投诉，如客人对价格不满，空调或供暖系统的不足等，遇突发事件时能成着冷静应对。 Distributes printed materials such as brochures of local attractions or other Hiltons 分发酒店及希尔顿集团宣传资料。 Takes an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest. 积极的工作，友好的为客人提供服务的同时招呼示意下一位客人。 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 积极地参加职业培训,让员工保持水平一致。 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，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。 Takes an active role in the front desk and concierge team, ensuring effective communication and working as a team in order to reach goals and targets. 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。 Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at－home” when they arrive. 为顾客提供热情周到的服务，有宾至如归感。 Ensures that the concierge team escorts guests to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner. 将客人送至客房，介绍客房布局，确保行李及时送达。 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. 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。 任职资格： 曾担任过礼宾或客户服务工作，是在豪华酒店环境中担任主管。 具有很强的领导能力和团队管理能力，能够培训和激励员工。 出色的沟通和人际交往能力，专注于提供卓越的客户服务。 对当地景点、餐厅和活动有深入的了解。 英语熟练；会其他语言者优先。

全职实习岗位，每天工作时长8小时，做五休二，实习期间提供免费食宿，实习期3个月以上提供上海至学校所在城市的交通费用报销（高铁二等座标准）。 Greet customers immediately with a friendly andsincere welcome. Uses a positive and clear speaking voice, listens tounderstands requests, responds with appropriate action and provide accurateinformation such on outlet hours, special VIP programs, events, etc. 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。 Receives special requests from guests, and respondsappropriately or forwards requests to appropriate team members for decisionsand actions. 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。 Promptly answers the telephone and email inquiries.Inputs messages into the computer and advises other team members of specialguest needs. Retrieves messages and communicates the content to the guest.Retrieves mail, packages and facsimiles or other special items for customers asrequested. 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。 Fields guest complaints, conducting thoroughresearch to develop the most effective solutions and negotiate results. Listensand extends assistance in order to resolve problems such as price conflicts, insufficientheating or air conditioning, etc. Remain calm and alert especially duringemergency situations and heavy hotel activity. Plans and implements detailedsteps by using experienced judgment and discretion. 沉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。 In addition to performance of the essential functions, this position maybe required to perform a combination of the following supportive functions,with the percentage of time performing each function to be solely determined bymanagement based upon the particular requirements of the company. Takes an active role in the team by being kind, cooperative, and helpfuland never forgetting the person behind the guest. 积极的工作，友好的为客人提供服务。 Actively takes part in training where and when required, attendingformal training sessions and on the job training to ensure standards anddevelop skills and abilities. 积极参加所需的各种培训，提高工作能力。 Contributes to the hotel and team by sharing new ideas and suggestionsfor improvements, being innovative and creative to provide quality service andcustomer care to team members and guests. 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。

作为管事员，您将应以最高标准完成以下任务：  • 在服务工作的整个过程中，时刻保持高度的客户服务意识。  • 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。  • 收集厨房，管事区域和走廊通道的垃圾箱，并更换成已清洗干净的垃圾箱。  • 保持储物室的物品摆放整齐。  • 清洁和擦亮所有银制，铜制，不锈钢制品。  • 按规范摆放好金属制品。  • 按规范清洗机器。  • 向管事领班上交损坏物品。  • 所有劳动工具按照严格规定摆放，上报管事主管物品的损坏，遗失等情况。  • 在交班前清洁好卫生工区。  • 认真积极的参与管事经理安排的培训。  • 能熟练操作自动洗碗机。  • 把清洁完毕的设备归位摆放好。  • 清洁所有机器设备，并清洁好台面和水槽。  • 提供给各餐馆以足够的餐具器皿，做好补给工作。  • 清洁干净厨房的地板，墙面瓷砖，走廊和所有管事工区。  • 严格遵守技能标准提供服务。  • 在工作过程中按照安全生产准则做好本职工作，确保自己及他人的安全。  • 如有必要 ，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。

【岗位职责】 1、制定本部门预防性维修保养计划有效保障酒店设备、设施安全经济运行完好。 2、掌握当班能源消耗及维修费用，确保酒店节能、节支。 3、推行节能运行计划的实施和运行维修费用预算的控制。 4、协助分析工程项目报价单，亲临现场检查施工与工程进度。 5、协助工程部经理做好消防，安全工作。 6、协助建立完整的设备技术档案和维修档案。 【岗位要求】 1、中专以上文化程度；3年以上同岗位工作经验。 2、必须掌握机电工程设备的基础知识。 3、能充分领会工程部经理的经营意识，能组织和指挥工程部各项工作计划的实施，确保工程部的正常运转。 4、有强烈的事业心与责任心和配合精神，秉公办事，不谋私利。 5、身体健康，精力充沛。

Clean and service assigned guest rooms and corridors to the highest standards possible. 确保对所指定的客房及走廊提供最高标准清洁及服务。 1.  Cleans up to 11 rooms in a 8-hour shift, ensuring all standards of lay out and cleanliness are that of Hilton  laid down policy.  在8小时工作时间内清扫11间客房，确保所有客房达到希尔顿酒店制订的政策。 2.   Ensure highest standard of cleaning in assigned areas. 确保所分配的区域的高度清洁。 3.   Ensure guest privacy is respected when DND status is displayed. 确保在“请勿打扰”状态下客人的隐私被维护。 4.   Offer all possible assistance to guests and respond to guests request. 尽可能地为客人提供帮助,响应客人的要求。 5.   Cleans and supplies guest rooms according to standards and procedures. 按照程序和标准打扫和补给客房。 6.   Does turndown service when required. 需要时提供开夜床服务。 7.   Ensure master keys are kept secure at all times. 随时保证万能钥匙的安全。 8.   Keep trolley neat and adequately supplied. 保持手推车的整洁和充分的补给。 9.   Maintain all equipment in good working condition. 维持所有的装备处于良好的工作状态。 10.  Keep linen room neat and in good order. 保持布草房的整洁和井井有条。 11.  Keep floor linen rooms neat and tidy. 维持楼层布草房的干净和整洁。 12.  Ensure a high level of cleaning is maintained in your work area. 保持维护所在工作区域的高度整洁。 13.  Report any loss or damage of linen, furniture, fixture or equipment to the Floorsupervisor. 向楼层主管汇报任何布草,家具,固定物或装置的丢失或损害。 14.  Report maintenance deficiencies to the Floorsupervisor. 向客房主管报告养护的不足。 15.  Provide a courteous and professional service at all times. 随时提供有礼貌的和专业的服务。 16.  Deliver high quality service to guests. 为客户提供高质量的服务。 17.  Maintain good working relationships with own team member and all other departments. 与本部门和其它部门的同事保持良好的工作关系。 18.  Report maintenance issues promptly to Engineering. 迅速向工程部汇报维护活动。 19.  Ensure compliance of Lost & Found procedures. 确保依照失物招领程序办事。 20.  Take appropriate action to resolve guest complaints. 采取合适的行动解决客人的抱怨。 21.  Promote the hotel and Hilton products and services. 促销酒店与希尔顿的产品与服务。 22.  Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. 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。 23.  Adhere to hotel cleaning and maintenance programs. 坚持酒店的清洁和养护程序。 24.  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 ，该部门有权更改或补充该职位描述。 25.  Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的职责和被指派的职责。

The Operatorfulfills the very important function in the entire hotel. Perform the actualmanual and technical operation of the PABX Switchboard, Send faxes and providea system of locating or paging guests who have telephone calls, the Guest ServiceCenter spends uninterrupted quality time getting to know the guest so thatmeaningful information and recommendations to make the guests stay MoreInspired can be made. Being a good listener and picking up on any minor detailsthroughout he stay should be used to enhance the stay experience. All and anyideas must be followed up on to exceed expectations. To facilitate a memorableguest experience during the guests stay, by delivering items, acting uponrequests and providing guest assistance where required, and to adhere to ConradBrand Standards. 宾客服务中心在整个酒店中履行很重要的职能。礼貌专业的接听、转接所有来电，依照希尔顿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，持续高效的去了解客人,这样有意义的信息和建议会让客人留下更多的灵感。做一个好的倾听者，在客人入住的整个过程中任何细小的细节，都应该被注意并用来提高客人入住体验。所有的想法都应该必须跟进，以超越客人的期望。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 forfast 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 andsincere welcome. Responds to inquiries with accurate information regardinghours 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，其中包括各消费场所的营运时间方位等。 3.        Ensure the Carelin Manager is kept fully aware ofany 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 thetime 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 thestaff 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 ofVIPs and groups. 关注VIP预抵及团队客人. 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 whenrequired, attending formal training sessions and on the job training to ensurestandards 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 newideas and suggestions for improvements, being innovative and creative toprovide 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 tothe appropriate party correctly, with minimal delay. 及时准确的为国内外宾客转接电话。 11.    Handles and delivers messages in a confidential andprofessional manner, maintaining guests privacy and integrity of the message,and ensuring that the message is accurate and delivered to the guest in aprompt 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 informationby not providing confidential or privacy invasive information about guests orthe hotel. Maintains the integrity of the guests privacy at all times andadheres 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。 13.    Handles complaints promptly and efficiently, takingthe necessary action, and informing the Duty Manager or Guest Relations Managerfor follow up, where appropriate. Follows up with all guests to ensuresatisfaction with problem resolution. 采取必要行动，及时有效的处理顾客的不满，适当的时候告知关爱热线经理或宾客关系经理。回访客人，确保客人对解决方法满意。 14.    Maintains awareness of guest’s profile and specificpreferences 维护客户资料和详细信息 15.    Ensures that VIP guests are treated personally andrecognized as an individual. 确保VIP客人的待遇。 16.    Inputs information in to Fidelio regarding guests,ensuring accuracy and that all details are completed and that the informationcan be clearly understood by other team members. 将顾客信息录入酒店管理系统，确保团队成员能清晰的看懂。 17.    Applies Hilton Brand Standards in each and everyaction, acting as a role model and example of how the standards should becarried out in a practical setting. 遵循希尔顿品牌标准。 18.    Has knowledge of the hotels facilities and servicesas well as basic knowledge of Hilton International, MEAP & other propertiesin China. 了解酒店及希尔顿集团的基本概况。 19.    Is up to date with information on facilities,attractions, places of interest, sights and activities in and around hotel. 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。 20.    Effectively communicates, coordinates andcooperates with Housekeeping, F&B, Engineering and  IT. 与餐饮部，客房部，工程部，IT等进行有效的联络。 21.    Reports problems with hotel systems, hardware orfacilities to the appropriate party and follows up to ensure that correctiveaction has been taken. 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。 22.    Carries out administrative duties of the departmentwhere required, including typing, printing, binding, and filing. 如有需要，完成部门的行政任务，包括打字复印，装订等。 23.    Has knowledge and understanding of basic computerapplication and their use, that can effectively demonstrated. 能熟练的掌握和运用电脑。 24.    Ensure departmental orientation is carried out for new members of the team, training schedules, records and corrective/re-training. Ensurethe Careline Manager is kept fully aware of any relevant feedback from either customers or otherdepartment . . 25.     培训、监督、管理新进员工。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。 26.     Actsas a coach and mentor to team members, reinforcing standards and expectationsand motivating team members to strive for established targets. 做员工的导师，提高员工水平，促进他们完成所设立的目标。 27.     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. 简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。 28.     Spotchecks team members to ensure quality and maintain consistency. 不定时的检查，确保质量。 29.     Carriesout administrative duties of the department where required, including typing,printing, binding, and filing. 如有需要，完成部门的行政任务，包括打字复印，装订等。 30.    Passes on information effectively, ensuring thatall necessary details are communicated to the intended person and that anypending action is completed and guest satisfaction confirmed. Attends dailybriefings, shift handovers, meetings and reads the log book on a daily basis. 确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。 31.    Keeps up to date and aware of competitor activitiesin order to be informed. 警惕商业竞争行为，并及时上报。 32.    Correctly posts charges for telephone charges andthe business centre, as well as manage the hotels communication system toensure that there is no loss of revenue. 准确收取电话和商务中心费用,连同处理酒店沟通制度，确保酒店应得收入。 33.    Must be fully familiar with emergency contingencyplans/safety and responsibilities relating to specific positions. 熟悉火灾等突发情况的预警措施并严格按照酒店的相关规章制度予以执行。 34.    The management reserves the right to change /extend this job description if necessary at any point of time during her / hisemployment. 如有必要，该部门有权更改或补充该职位描述。 35.    Carries out any other reasonable duties andresponsibilities as assigned. 完成任何其他合理的职责和被指派的职责。

Position Summary职位概述 This position is concerned with supervising group of cleaners to maintain the public area within the hotel premises in high  cleaning standard constantly and maintain all the equipment  are functional. 本岗位负责监督确保酒店内所有的公共区域整洁干净，达到高的标准。同时也维护保持所有的设备完好，正常运行。 1.   To distribute assignment to PA attendant. 给公共区域员工分配任务。 2.   To tour the entire public area in sequence. 按顺序巡视整个公共区域。 3.   To ensure proper cleaning, vacuuming are being done in the restaurant outlets, function rooms, lobbies and rest rooms. 确保在餐厅出口、多功能厅、大堂和洗手间进行合适的清理，如清洗、用吸尘器。 4.   To report any damage of carpet or furniture, etc. for immediate repairs. 要及时汇报地毯和家具的损坏，以便急修及降低损失。 5.   To keep following up the repairing work until it has been completed. 跟踪急修事宜，确保维修已经完成。 6.   To check equipment to assure they are functional, clean and properly stored. 检查确保机器的被清洁、正常工作及妥善存放。 7.   To check all the rest rooms frequently to keep up a hygienic standard. 检查所有洗手间始终处于高卫生标准。 8.   To arrange toilet attendants for standing by during the VIP function 在有VIP客人时安排充分的洗手间服务员。 9.   To check back stairs to assure the cleanliness is maintained. 检查楼梯确保卫生及清洁。 10.  Checks soteam team members are neat and well presented at all times. Proper usage of chemical with minimum wastage. 员工能够正确使用化学药品， 尽可能减少浪费。 11.  Ensure the flowers and plants in good conditions, report to Executive Housekeeper if find any problems and inform the supplier to change it in time. 负责鲜花和植物的状态良好，如需更换，报告行政管家通知花房更换。 12.  Ensure the PA storeroom is clean and that chemicals and tools are prepared well. 确保PA仓库干净整洁， 清洁用品和工具充足。 13.  Check PAteam member’s grooming, personal hygiene and appearance. 检查公共区域员工的仪表,个人卫生和形象。 14.  Assist with the preparation of team member duty rosters. 协助准备员工排班表。 15.  Assist with team member training and development. 协助进行员工的培训和发展。 16.  Supervise team member performance. 指导员工表现。 17.  Record status of daily attendance for all PA team members. 记录所有公共区域员工出勤的情况。 18.  Keep good communication with other departments. 同其他部门协调工作。 19.  Deliver high quality service to guests. 提供高品质的对客服务。 20.  Ensure guest needs and reasonable requests are met. 确保客人需求与合理的要求被满足。 21.  Adhere to hotel cleaning and maintenance programs. 坚持酒店的清洁和养护程序。 22.  Ensure a high level of cleaning is maintained in your work area. 保持维护所在工作区域的高度整洁。 23.  Abide by the Hotel’s Policies and Procedures, Hilton Code of Business Conduct and the hotel’s team member Handbook. 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。 24.  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 ，该部门有权更改或补充该职位描述。 25.  Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的职责和被指派的职责。

Position Summary职位概述 This position is concerned with the efficient and professional service of food and beverages within the Restaurant, ensuring that the restaurant returns a budgeted profit through tight cost and Stock control. Direct supervision of team member is necessary, while ensuring that all guests receive optimum              Service in accordance with the standards, policies and procedures of DT by Hilton Shenyang. 餐厅主管/领班的职位要求能够提供专业快捷的服务。通过成本及库存控制来获得计划盈利。直接督导员工的工作，通过遵守餐厅和 本酒店的规章制度以确保为客人提供符合 标准的完美服务。 1.         To maintain a high customer service focus by approaching your job with the customers always in mind. 在整个工作过程中，始终保持高度的客户服务意识。     2.         To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly  communicating with both customers and colleagues. 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。 3.      To contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel. 能够提出对酒店的运作及环境有益的意见或建议。 4.         To actively promote the service and facilities of the Hilton Hotels to guests and suppliers of the hotel. 能够积极的向客人及供应商推荐酒店的服务及设施。 5.         To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace. 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。 6.         Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests. 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。 7.         Understand dietary requirements and offer appropriate suggestions. 了解健康食品的要求，并可以给出适当的建议。 8.         In consultation with the Manager, agreeing and implementing actions to make improvements to customer service. 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。 9.         By completing checklist in product knowledge. 能够达到产品知识的要求。 10.     Be able to make suggestions on the menu that might suit guests of different nationalities. 可以根据客人不同的国籍推荐菜单上的食品。 11.     By knowing menu items of all other outlets to recommend guests to other outlets. 了解其他餐厅的菜肴，以便向客人推荐。 12.     Confidently knowing opening hours of all restaurants & Hotel outlets. 熟悉所有餐厅及酒店其他部门的营业时间。 13.     Being able to recommend other restaurants & city attractions to Hotel guests. 可以向客人推荐其它具有吸引力的餐厅或场所。 14.     To actively check team member product knowledge on each shift. 在工作中随时检查员工的产品知识。 15.     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. 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。 16.     Check reservations for the day, ensuring that the restaurant & team member have tables ready and large bookings have been confirmed by phone. 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。 17.     By assisting service & kitchen team member where required and carry out any reasonable duties requested by the manager. 在必要的时候协助服务团队及厨房团队，并完成经理交代的任务。 18.     By ensuring all team member is briefed for the details of the shift ahead. 确保所有员工提前了解换班的详细安排。 19.     By completing checklist on preparing the restaurant for service. 完成账单检查表以准备餐厅服务。 20.     Greet guests with a smile, offer assistance with coats, bags etc., and introduce yourself. 微笑服务，协助顾客就座、挂外套及背包等，并做自我介绍。 21.     Ensure all guests are escorted to a table, asked if they would prefer smoking or non smoking. 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。 22.     Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager. 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。 23.     Ensure all service procedures are carried out to the standards required. 确保所有服务都符合标准。 24.     Make sure all areas are cleaned and maintained in accordance with operating procedure. 确保所有区域与开始用餐时一样整洁。 25.     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. 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。 26.     Control the allocated labor for each shift to ensure that customer expectations are met whilst achieving the desired labor cost. 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。 27.     Assist the restaurant managers with training all team member for ‘induction training’ and ‘on the job training’. 协助餐厅经理进行就职培训，及在职培训。 28.     Offer team member constructive feedback about their performance after every shift in an aim to develop their skills and confidence. 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。 29.     Provide leadership and direction for all team member while on duty by offering professional skills and leading by example. 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。 30.     Ensuring the shift is reviewed and hand-over and briefings are carried out. 确保每个班次的回顾，交接班及例会的召开。 31.     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，该部门有权更改或补充该职位描述。 32.     Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的职责和被指派的职责。

Summary职位概述: This position drives revenue for hotel products andpromote its reputation through various online channels. This role works closely with otherteam like Sales / Rooms / Revenue / F&B / Events to identify theirpromotional and revenue objectives. He/she creates and implements the necessarymarketing initiatives with Director of Marketing and Communications in order toreach these objectives。电子商务经理驱动酒店产品收益并通过各在线渠道加强酒店声誉。与销售/房务/收益/餐饮/宴会销售等团队密切合作，制定起宣传和收益的目标。在市场传讯总监的领导下，创建并实施必要的市场推广策略从而取得酒店更好的收益。 SPECIFIC DUTIES 工作任務 : 1. Maintain a close working relationship and support withthe Marketing Communications team to achieve objectives based on marketinginitiatives. 与市场传媒部紧密合作关系及扶持，依照所设置市场销售策略基础上实现目标。 2. Execute online marketing initiatives set by theDirector of Marketing Communications for respective departments, majoring inbut not limited to, Sales / Rooms / F&B / Events (VlP events / weddings /social events / general property awareness events). 执行市场传讯总监为各部门所设置的在线市场策略，其中将不限于销售/房务/餐饮/宴会销售 (VIP活动/婚宴/社交活动等)。 3. Oversee and maintain the property brand website, andOTA page, making sure contents are aligned with marketing initiatives and keepupdated. 概述和维护酒店品牌网站及线上预订平台，并确保内容的及时更新，且需确保内容与市场销售策略保持一致。 4. Work with corporate offices, create emails guestcommunication emails and social media campaigns, creating cross-promotionalopportunities. 与集团办公室紧密合作，创建一次性电子邮件，创建集团的客户沟通电子邮件以及社交媒体推广。 5. With the guidance of the Director of MarketingCommunications, to effectively track and follow up each online activity of eachdepartment and provide research and analysis 在市场传讯总监的指引下，对各部门的每个在线活动进行有效性的追踪与跟进并提供研究和分析。 6. Efficiently utilize Hilton online tools. 良好的运用希尔顿集团的在线工具。 7. Work on proposals for respective departments and eventsincluding F&B/Events /VlP events.为各部门和活动进行方案推荐，其中包括但不局限于餐饮宴会销售/IP活动等， 8. Distribute promotions;to all online channels includingWebsite/EDM /Blogs/Social Media Platforms, etc. 把酒店推广发布至在线渠道，其中包括但不局限于网站/EDM/博客/社交媒体平台等。 9. Any other duties assigned by the Director of MARCOMor CommercialDirector. 市场传讯总监或商务总监分配的其他职责 Carriesout any other reasonable duties and responsibilities as assigned. 执行被分配的其他合理职责。

1.        To maintain a high customer service focus by approaching your job withthe customers always in mind. 在整个工作过程中，始终保持高度的客户服务意识。        2.        To have a positive impact, taking personal responsibility and initiativeto resolve issues, always clearly communicating with both customers andcolleagues. 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。 3.        To contribute ideas and suggestions to enhance operational/environmentalprocedures in the Hotel. 能够提出对酒店的运作及环境有益的意见或建议。 4.        To actively promote the service and facilities of the Hilton Hotels toguests and suppliers of the hotel. 能够积极的向客人及供应商推荐酒店的服务及设施。 5.        To perform all duties and responsibilities in a manner that ensures yoursafety and that of others in your workplace. 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。 9.       Creating anenvironment where everyone in the department is focus on “creating that specialexperience” to deliver exceptional customer service. 建立一种每个员工都关注如何能为客人创造“一次特殊经历”，提供非凡客户服务的工作环境。 10.    Actively seeking verbalfeedback from customers and team member at each service period. 在服务期间积极收集客人及服务人员的反馈。 11.     Agreeing andimplementing actions to make improvements to customer service. 就如何改进对客服务采取相应的措施。 6.        Positively dealing withand learning from customer complaints and comments with follow up and feedbackto the Food and Beverage Manager. 以积极的态度处理客人的投诉及建议，并把必要的信息反馈给餐饮部经理。 12.     Making sureall customer requests and queries are responded to promptly and effectivelywhile assisting on the floor during meal periods each day. 在服务时间内以积极的态度，高效、准确的定位及满足客人要求及需要。 13.     Be availableto assist on duty in the Restaurant & Bars during any busy days or specialevents. 当餐厅或酒吧繁忙的时候提供必要的帮助。 14.     BePro-Active towards guests, assisting them with any reasonable requests, andtraining all team member to see these things before the guests ask. 积极主动的为客人服务，满足客人任何合理要求，并且培训员工能够预见客人的需求。 15.   To ensureall standards for Service Delivery as identified in the Guest SatisfactionManual and the Standard Operating and Procedures Manual are consistentlydelivered throughout the department. 确保在对客服务指南，标准服务手册中的所有标准都能够在整个部门持续有效的贯彻。 16.  Having detailed knowledge of all departmental Standards. 熟悉部门服务标准。 17.  Being able to explain the standards to the team members and managers. 可以清楚的向其他员工解释服务标准。 18.  Be able to assess team member performance against standards. 能够按照服务标准评估其他员工的工作表现。 19.  Ensure that training on Departmental Standards is regularly conducted inthe outlets. 确保日常部门的培训能够按照服务标准进行。 20.  Monitoring Standards through regular Standards Review checks. 通过反复检查，督导服务标准的实施工作。 21.  Developing action plans to address shortfalls in Standards andidentifying shortfalls before they affect customer service. 针对工作中的不足制定计划，以避免影响对客服务质量。 22.  Implementing and following though improvements identified. 针对于工作中的不足采取必要的行动。 23.   To plan,priorities organize and control the day-to-day operation. 计划，确定优先次序，组织及控制每日餐厅的运营。 24.   Preparing rosters and job schedules for team member to meet businessneeds (taking into consideration internal activities and occupancy and externalevents, promotions etc). 制定每位员工的排班表及工作安排。（考虑内部活动，客人入住率， 特殊活动及产品促销等） 25.   Communicating effectively with Front Office and Groups & Tours tomaximise in house and group business for the restaurant, ensuring directliaison with Group Leaders upon arrival. 有效的与前台及团队领队协调，尽可能的增加餐厅生意，与领队保持直接联系。 26.   To describe, assign and delegate duties and authority for the operationof the Restaurant at all times. 分配， 指派，组织授权餐厅日常的经营工作。 27.  Understanding what’s going on in other departments and implications foryour owndepartment. 了解酒店其他部门的经营活动及其与自己部门的影响。 28.  Planning ahead and ensuring adequate resources are available. 预先准备并确保各种经营设施设备的充足。 29.   Managing the departmental operation and taking action where necessary toensure smooth running and participating in service duties during serviceperiods, where necessary. 有效管理部门运作，为保证服务及餐厅的正常运营采取必要的措施。 30.   To co-ordinate with Engineering and Housekeeping Departments to ensuremaintenance and cleanliness. Ensure follow-up procedures are maintained. 与客房部及工程部通力合作，保证部门设施的完好及清洁。 31.  Ensuring the shift is reviewed and handovers and briefings are carriedout. 确认每个班次之间做好总结，并与下个班次进行工作交接。 32.  Maintaining in-depth technical knowledge and skills required for the job. 确保岗位所需知识的更新。 33.  Maintain event and function histories to assist with returning events. 保留餐厅活动记录。 34.  To establish good communication with the Kitchen team. 与厨房的员工建立良好的沟通渠道。 35.  To participate in future menu changes with the F&B Manager and theExecutive Chef taking into consideration new F&B trends, market demands andsales achievements. 协助餐饮部经理及行政总厨根据餐饮发展趋势，适当需求及销售情况进行餐厅菜单的修改。. 36.  To attend & participate in regular F&B, operational & rostermeetings. 参加餐饮部例会。 37.   To provideand communicate clear direction to the team. 为团队提供正确的信息渠道 38.     Understandingthe aims of the hotel and the department’s role in achieving it. 理解酒店的目标，清楚部门在完成目标过程中所扮演的角色。 39.     Communicatingaims to the team. 与团队沟通要达到的目标。 40.     Setting andagreeing to departmental objectives for self and team. 制定团队及成员的目标。 41.     Representingthe needs of the team to others in the hotel. 代表团队与酒店的其他部门沟通。 42.     Keeping theteam up-to-date about departmental, hotel and company activities throughregular communication meetings & memos. This includes special events andpromotions in the restaurant.随时更新团队成员与酒店其他部门的交流，了解酒店其他部门的活动，包括特殊活动，餐厅促销等等。 43.   To seek outand maximize departmental and hotel revenue opportunities. 寻找机会，增加酒店及部门的收入。 44.  Being aware of potential highs and lows in the business. 能够预见营业状况的变化。 45.  Creating and implementing sales promotions and team member incentives asper discussion with F&B  Manager. 经过与餐饮部经理商议之后，进行销售促销及员工奖励活动。 46.  Assist F&B Manager with the preparation of the Events Brochure. 协助餐饮部经理，准备促销活动宣传册。 47.  Identifying, communicating and actioning potential sales leads. 共同鉴定和沟通与潜在的销售线索. 48.  Creating an environment where “everyone sells”. 建立一个每个人都进行促销的工作环境。 49.   Tosupervise the financial performance of the department in line with the profitplan. 在盈利预算的基础上对餐厅的财务进行管理。 50.  Using key monitors and financial targets to evaluate the department’sperformance and make future plans. 在餐厅运营表现及财务目标的基础上,对餐厅的工作表现进行评估，制定未来发展计划。 51.  To complete regular financial and operating reports, as required orrequested by the Food & Beverage Manager. 完成餐饮部经理要求的财务报表及各种日常财务报表。 52.  Forecasting potential revenues and costs. 能够作出收入及成本预算。 53.  Following company control procedures. 遵守酒店的各项财务制度。 54.  Controlling costs without compromising standards. 坚决执行各种成本制度。 55.  Analyzing and explaining any financial variance against plan. 为团队成员解释分析财务计划中的异常情况。 56.  Set up and maintain the Leave plans for the Department. 制定部门休假计划。 57.   To assistwith selecting, training, coaching and developing people to meet current andfuture needs of the department and the hotel. 根据酒店现状及发展趋势，选择，培训，发展员工的技能以满足酒店需要。 58.  Understanding the quantity and quality of people needed to operate thedepartment. 了解部门正常运转所需要的人员及人员素质。 59.  Assist with carrying out selection interviews and making effectiverecruitment decisions. 辅助并进行高效的招聘工作。 60.  Ensuring that the new recruits have all relevant information beforecommencing employment.保证应聘人员在入职前得到一切相关信息。 61.  Assist with planning and ensuring departmental orientation is carriedout. 辅助制定并执行部门入职培训计划。 62.  Ensuring that the Orientation Training Manual for each outlets is keptup-to-date. 确保部门的培训指南定期更新。 63.  Ensuring Standard Training and assessment is carried out. 确定标准培训及评估的实施。 64.   To ensurethe health, safety and well being of customers and all team members. 确保客人及员工的健康及安全。 65.    Understanding relevant OH & S legislation & the implications onthe operation of the department. 了解 OH&S 的各项规定，并熟悉其与日常经营中的关系。 66.    Communicating to the team their responsibilities within OH & S. 通过与员工交流使其了解OH&S规定的责任及义务。 67.    Ensuring that safe and healthy working practices are implemented at alltimes. 确保所有安全及卫生程序的执行。 68.    Ensuring that Hygiene Training is conducted at least once per year. 确保每年至少组织一次食品安全培训。 69.    Communicate with related restaurant chef in-charge and work out themarketing promotion plan.Attend the marketing meeting and clearly present ownideas and plan about the promtions and market situation. 和相关餐厅厨师长商讨市场营销计划。参与市场营销会议并清晰表达自己对推广活动和市场动态的看法和计划。 70.    Positively organize the photo shooting object with marketing department.Attend the photo shooting progress and drive the ideas. 积极组织市场部门进行拍摄任务。参与并给出想法。

1.   Know how to use computer and support the office work if possible. 熟练掌握电脑，为管家部办公室工作提供帮助。 2.   Keep good communication with other departments. 同其他部门协调工作。 3.   Train, motivate and evaluate team member. 培训并激励员工，对他们的工作进行评估。 4.   Assist with maintaining up-to date team member records. 协助稳定员工，控制流失率。 5.   Ensure all work is done according to the department’s procedures and ensure the hotel’s regulations are being followed. 确保所有工作遵循管家部程序并确保酒店程序被遵守。 6.   Deliver high quality service to guests. 提供高品质的对客服务。 7.   Ensure proper handling of Lost and Found. 确保恰当的处理客人的失物与招领。 8.   Responsible for strict key control. 负责严格控制钥匙领用程序。 9.   Ensure guest needs and reasonable requests are met. 确保客人需求与合理的要求被满足。 10.  Seek opportunities to continually improve guest service, by reporting guest comments. 通过汇总客人的意见,寻找机会不断发展对客服务。 11.  Take appropriate action to resolve guest complaints. 采取合适的行动解决客人的抱怨。 12.  Promote the hotel and Hilton products and services. 促销酒店与希尔顿的产品与服务。 13.  Access and use Housekeeping computer programs. 掌握和使用管家部电脑系统。 14.  Adhere to hotel cleaning and maintenance programs. 坚持酒店的清洁和养护程序。 15.  Ensure a high level of cleaning is maintained in your work area. 保持维护所在工作区域的高度整洁。 16.  Ensure all reporting and servicing deadlines are met on a timely basis. 保证所有报告和服务都按时完成。 17.  Abide by the Hotel’s Policies and Procedures, Hilton Code of Business Conduct and the hotel’s team member Handbook. 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。 18.  Adhere to the hotel’s security and emergency policies and procedures. 坚持酒店安全制度、紧急情况处理规定和程序。 19.  To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. 确保员工充分的理解并遵守员工手册内容。 20.  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 ，该部门有权更改或补充该职位描述。 21.  Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的职责和被指派的职责。 22.  Ensure that assigned staff has reported to work; document any late or absent employees.  确保员工汇报工作；记录任何迟到及缺席员工. 23.  Coordinate breaks for assigned staff. 调整及协调员工的休息状态。 24.  Prepare and distribute assignment sheets to assigned staff and review priorities.                                                                                                                 准备及分配任务给指定员工并按优先次序完成. 25.  Communicate additions or changes to the assignment sheets as they arise throughout the shift. Identify situations, which compromise the department's standards and delegate these tasks.                                                     根据部门的需要补充或改进工作安排。 26.  Check supply levels in storage closets. Complete requisition for additional supplies needed and submit to manager. 盘点库房用品，并做补给物品申请给到经理。 27.  Check Lobby Attendant's carts for proper supplies, neatness, cleanliness and mechanical problems. Instruct designated personnel to correct deficiencies. 检查公区服务员手推车的准备情况，保持手推车的干净整洁及解决机械相关问题，指导相关人员纠错。 28.  Inspect public areas/bathrooms, restaurants, fitness center, pool area, offices and service areas after being cleaned by Lobby Attendants, using designated checklists. Ensure that cleanliness and condition of each area meets designated standards. Directly contact respective personnel and relay any deficiencies to be corrected. 在楼层清洁员及大堂清洁员清扫过后检查公共区域/浴室，健身中心，游泳池，办公室及服务区域，利用指定的检查清单。确保各个区域的清洁程度符合酒店标准。直接找到指定人员如遇需要校正之处。 29.   Assist Lobby Attendants with their job functions where needed to ensure optimum cleanliness and service standards for guests. 确保公区服务员以良好的清洁标准和服务标准为客人服务。 30.   Complete work orders for maintenance repairs and submit to Housekeeping Clerk. Contact Engineering directly for urgent repairs. 完成酒店维护维修单提交工作至办公室协调员。在需紧急维修任务中直接同工程部取得联系。 31.  Conduct training of staff as assigned. 为员工进行培训. 32.  Provide feedback on staff performance to manager. Report disciplinary problems to manager and participate in the counseling of employees. 向上级汇报员工表现反馈，向上级汇报员工纪律问题并参与员工讨论过程。 33.  Document pertinent information in department logbook. 记录相关信息在交接簿上。 34.  Complete all paperwork and closing duties before leaving. Review status of assignments and any follow-up action with manager and/or on-coming supervisor.                                                                                                                    在下班前完成所有文书工作.与上级经理或即将上岗的主管交接需要跟进的工作.

1.  Todirect the activities of Housekeeping daily operation to maintain and improvehigh cleaning standard of guestrooms and public areas as well as courteousservice to guest. 指导监督客房部每天的运营，保证客房和公共区域都达到清洁标准以及所有员工的对客服务水准。 2.  Toestablish the skills analysis manual for all the team member in HousekeepingDepartment. 亲自为本部门的所有员工制定职业技能分析。 3.  Toadministrate the hiring and handle the resignation, rewards, reprimand of allthe team member in Housekeeping and Laundry Departments in consulting withPersonnel Office. 与人事部门配合，执行对本部门员工的雇佣解聘、薪金奖励及罚金制度。 4.  Toestablish standard of cleanliness for all the area under his / her control. 确保所有区域都达到了清洁标准。 5.  Toinstitute working rules and practices to meet these standard. 建立一系列工作标准并且使员工达到标准要求。 6.  Toestablish training program, methods and procedures for development ofemployees. 为员工制订设计培训计划、方法及步骤。 7.  Withthe assistance of subordinates, to supervise team member of Floor Supervisors,Room attendants both in public area and guest rooms. Linen room attendants,Seamstresses, Carpet men, Order Takers, Clerks and Laundry Workers. 在助手的协助下，监督楼层主管、楼层服务员、布草房员工、缝纫工清洁工、定货员、文员及洗衣房员工的正常工作。 8.  Tobalance team member working schedule to meet peak and slack periods andmaintain a close payroll control. 平衡协调淡旺季的员工工作安排，维持控制工资成本。 9.  Toprepare annual uniform budget, annual Housekeeping FF&E and operatingequipment budget in consulting with management and the relevant department. 制定每年的制服预算以及客房部的FF&E，在管理部门和其它相关部门的协调下经营制定设备装置预算。 10. To makeregular tour of inspection in vacant and occupied guestrooms to assure thecleaning standard is kept. 经常检查空房和在住房，确保房间达到高清洁标准。 11.Totour the guestrooms floors, back stairways, rooftop, offices and public areasto ensure the cleaning are well maintained. 巡视酒店各个楼层、安全通道、楼梯、顶层、办公室、所有公共区域，同样确保其清洁度。 12. Tomaintain effective communication with Engineering for repairing and maintainingof guest - rooms and ensure rooms are in good condition at all times. 和工程部保持有效沟通与合作，维护保养客房，使房间一直处于一种良好的状态。 13. Toconsult with Front Office regarding room blocking for special repairing orspring cleaning and return for sale at short length of time. 与前厅部协调配合，关于关闭维修房和需全面清理的房间，并保证在最短时间让其恢复以供出售。 14. To holddaily briefing with floor supervisors, to give information about daily expectedVIP arrivals, guest complaints and special assignment etc. 每天参加和楼层主管的会议，告知当天预抵的VIP的相关信息，以及客人的意见投诉和其它一些当天任务安排等。 15. Toconduct a monthly Housekeeping communication meeting to discuss the team memberfeedback, to rectify the errors for improvement, to communicate all the specialinstructions and happenings within the hotel, other than morning briefing. 进行月度客房部沟通会议，听取员工意见以更改完善管理办法。 16. Toattend various meetings to exchange ideas for constructive improvement of hoteloperation and keep the subordinates informed for any management’s decision. 参加各种会议，发表交流关于酒店发展的建设性想法，保证管理层信息的确认性和时效性。 17. Toendorse all the purchased items and make receiving inspections for assurancequality and quantity. 对所需要采购物品的签字确认并且对所领物品检查确保其质量和数量。 18. Tosuggest and consult with the management for any changes or renovation which isnecessary either guest rooms or public area. 关于客房和公共区域内的任何必要的改变和重新装修，可以向领导层建议并实施。 19. To beresponsible for guest room supplies and cleaning supplies when necessary. 确保客房内的所需任何物品的充足性。 20. To beresponsible for room linen and F&B linen inventories, to supervise andarrange taking of physical inventories. 确保客房布草和餐饮布草的数量，监督和安排各种物品存货。 21. Tosupervise laundry daily operation to provide daily guest laundry service, houselinen and uniform. 监督洗衣房每天的正常运作以确保对客洗衣服务和内部布草及员工制服的充足性。 22. Tomaintain linen room, uniform and house linen repair service. To observe houselinen, uniform and cleaning equipment constantly to avoid abuse and minimizeloss and damage. 保证客房布草、制服的清洗设备的正常运行，避免滥用及降低损失和毁坏。 23. Toevaluate the performance of the department personnel from time to time. 不定时对部门员工的表现进行评估。 24. Tointerview team member who involves problems and listen so as to solve or smoothtroubles. 与遇到问题的员工进行交谈倾听，帮助解决或缓解问题。 25. Torecommend candidates for the career developing institute or cross exposure insister hotels or for other courses training. 推荐侯选人到职业发展学会或姐妹酒店，或者进行其它课程交叉培训。 26. Todetermine discards of blankets, bedspreads, drapes, room linen and Food &Beverage linen etc. 决定一些布草，如毛毯、床单、窗帘、客房及餐饮布草的废弃。 27. Tooversea the departmental skill training program and be responsible for havingrelevant manuals revised as necessary. 检查部门技术培训计划，并且在需要情况下对计划内容进行再更正。 28. To meetwith the salesmen or outside consultants in order to keep informed of anynewest product of effective cleaning material and equipment. 与供应商及外界清洗顾问经常会面以保证对新的有效的清洗产品和设备的信息掌握，熟悉网络使用，关于客用品要保证信息的更新。 29. To beabsolute guest orientated manner and mind, to control on any aspect and to careproperties. 以客人的举止及想法为取向，全面控制客房部的任何方面，关注收益。 31.  Adhere to the hotel’s security and emergencypolicies and procedures. 坚持酒店安全制度、紧急情况处理规定和程序。 32.  To ensure that all team members have a complete understandingof and adhere to the Hotel’s Team member Rules and Regulations.确保员工充分的理解并遵守员工手册内容。

【岗位职责】 1、全面负责饼房日常运营管理，包括西点、面包、甜品的生产制作与质量控制 2、根据酒店餐饮需求设计创新甜品菜单，定期研发符合季节特色的新品 3、严格把控原材料验收、储存及使用标准，优化成本管控 4、制定标准化操作流程，确保食品安全及卫生符合五星级酒店标准 5、负责饼房团队培训与技能提升，合理排班并监督工作执行 6、协调餐饮部门完成宴会、自助餐等大型活动的甜品供应保障 【岗位要求】 1、精通法式甜点、欧式面包、巧克力工艺及翻糖装饰等专业技能 2、具备扎实的烘焙理论基础，熟悉各类烘焙设备操作与维护 3、对食材特性有敏锐判断力，能独立完成成本核算与菜单定价 4、具有优秀的团队管理能力，3年以上五星级酒店饼房管理经验者优先 5、持有国家认证的西式面点师职业资格证书（二级及以上） 6、能适应弹性工作时间，具备高强度工作下的出品稳定性

【岗位职责】 1、全面负责前厅的日常运营，包括成本控制与客户服务，确保为客人提供优质餐饮服务，高效完成月度营业指标； 2、制定并执行服务流程、操作规范及管理制度，持续优化服务体验，致力于提供卓越的客户服务； 3、负责前厅人员的培训，制定并执行培训计划，追踪提升团队专业素养；激励人员工作热情，形成良好的工作状态，提升团队凝聚力； 4、妥善处理客人投诉及突发事件，维护餐厅声誉，提升客户满意度； 5、掌握市场信息，了解客情和客人要求变化，与厨房团队协作，实现餐厅的营业收入指标和利润指标；策划并执行节假日促销活动及主题餐饮方案，不断提升餐厅营收。 【岗位要求】 1、具有8年以上高端餐饮行业从业经验，4年以上米其林、黑珍珠西餐厅独立管理运营经验者优先； 2、具备出色的领导与协调能力，能有效激励团队、凝聚员工并处理客户关系； 3、对西餐文化有深刻理解，具备创新思维、市场敏锐度及较强的数据与经营分析能力； 4、热爱餐饮酒吧行业，具备敏锐的洞察力，善于发现和解决问题； 5、精通英语，能作为工作语言；形象气质佳，有国外游学经验者优先。