Position Summary职位概述 Responsiblefor the duties and activities of Security Officers and Guards during the shiftand to ensure established position procedures, patrols and frequencies arefollowed. Toprigritize all guest contact in all arers to create a friendly, helpful andpositive feeling for our guests. 负责监督和指导当班保安员保安员的工作，确保酒店的既定工作程序和巡视工作的正确执行。让所有的客人都能接触到我们的服务，为客人创造一种友好、乐于助人和积极向上的感觉。 1.      Superviseeach shift security operations, ensuring adequate patrol patterns andfrequencies are maintained to ensure the security of guests and Team Members. 指导监督各班的运作，确定保卫巡视的正确执行，确保对客人和同事实施安全保卫工作。 2.       Familiar with and checking hotel fireequipments、fireevacuation passages. 全面熟悉并检查酒店各消防设施、消防通道、出入口。 3.       Ensure prompt reporting of maintenanceissues to Engineering department by security guards as they record them duringtheir patrols. 确保保安员将巡视记录中的维修问题及时报告给工程部。 4.       Familiar with each department workprocedures、securityknowledge、emergencyprocedures、ensure eachposition professional knowledge and work standards. 熟悉各部门工作程序、安全知识、紧急程序、监督检查与落实并指导各岗位警卫的专业知识及工作水准。 5.       Conduct random bag inspections of TeamMembers entering and leaving the building. Ensure asset removal policy isadhered to, to prevent hotel assets being removed from the hotel without theproper authority. 在员工进出酒店时对其包裹进行随机检查。遵寻酒店财物管理的原则，在未行到特许的情况下严禁酒店财物外流。 6.       Provide escort services for TeamMembers carrying cash, where required. 如有需要，应对携带大量现金的同事提供护送服务。 7.       Maintain perimeter patrols at points ofentry and egress to ensure that all people within the hotel environs have agenuine purpose and are not loitering. 在酒店的出入口安排外围巡视点，以确保在酒店周围无闲杂人等 8.       Strictly and justly examine Team Memberwork knowledge、workdiscipline、obligation,master each guards work status. 严格公正地考核员工的业务知识、工作纪律、责任心，全面掌握每个员工的工作状况。 9.       Responsible for shift daily work andTeam Member attendance record. 负责本班日常工作事务和员工考勤。 10.   Convey and carry out department workarrangements and training plan. 传达和落实部门各项工作安排和培训计划。 11.   Conduct random inspections of the hotelto ensure security practices are being followed, Fire exits are not blocked,equipment is not obstructing fire hose reel doors, clearance between stackedgoods and sprinkler heads is sufficient. 对酒店进行随机检查，以保证酒店内安全保卫措施的实行，如防火门的通畅，水龙带门前无设备堆放，各货物堆放区间的清洁和和喷淋头的充足等等。 12.     Take appropriate action to resolveguest complaints. Communicate with guests in a manner, which promotes goodwill,trust and satisfaction. 采取适当的方法解决客人投诉。通过与客人交流，建立起友好、信任和满意的对客关系。 13.     Be familiar with current first aid andfire emergency procedures. 熟悉急救程序及消防紧急措施。 14.    Ensurea high level of cleanliness & tidiness is maintained in you’re the work area.Maintain personalpresentation standards to hotel and Hilton standards. Demonstrate professionalattitude and behavior at all times. 保持工作区域的高度清洁和整齐。按照酒店与希尔顿的标准保持个人仪表，在任何时候表现出职业风范。 15.     Abide by the Hotels Policies andProcedures, HiltonCode of Conduct and the hotel’s Team Member Handbook. 遵守酒店工作政策及程序，遵守希尔顿运营规则及员工手册中的条款。 16.     Interact with department and hotel TeamMembers in a professional and positive manner to foster good rapport, promoteteam spirit and ensure effective two-way communication. 以积极专业的态度与酒店内部各部门及同事沟通，建立起良好的工作关系，增强团队精神保证有效的双向交流。 17.     Themanagement reserves the right to change / extend this job description ifnecessary 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。 18.    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 responsible for the accurate recording and processing of reservations and the maximization of room sales through pro-active selling and up-selling techniques. 该职位将负责确保客房预定过程及纪录的准确性。通过积极主动的销售及促销手段，实现客房销售收益的最大化。 1.       To maximize room sales and revenue for the hotel. Up-selling belongs to highest priorities. 实现客房销售和收益的最大化，其中以客房促销最为重要。 2.       To perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, email, etc. 完成当班文秘工作，具体包括准备往来文件，文件的归档，发送传真，电子邮件等。 3.       To ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel. 一直保持积极的销售态度，不错失酒店范围内的任何销售机会。 4.       To ensure a high level of product knowledge of the hotel and the local area. 对本酒店及地区的产品知识具备高度的认识 5.       To develop and maintain a high level of communication with major sources of business and advice the Reservation Manager of feedback where necessary. 发展并保持对主要业务来源的高水平沟通，并在必要的时候反馈给预定经理 6.       To advise the Reservation Manager of any changes or trends relating to business. 将与业务有关的任何趋势变化及时告知预定经理。 7.       To ensure all refused business is recorded with reasons for refusal. 确保所有的被拒业务根据原因加以归档。 8.       To ensure that all correspondence has been filed accordingly, with correct and updated information. 确保所有往来文件被及时归档，其信息准确无误。 9.       To adhere to all company credit policies to ensure that all revenue expected will be received. 遵守公司的信用制度并确保所有预期收益能被及时收取。 10.   To adhere to pre-set availability and rate controls. 遵守预先设定的客房供应及房价控制。 11.   To maintain and update guest history and marketing database as laid down in the reservations procedures. 根据预定部相关流程，维护及更新客户资料和营销数据库。 12.   To ensure a high level of customer service is consistently maintained. 持续性地确保高水准的对客服务标准。 13.   To ensure all the reservation input in system are accurate with sufficient back up for     reviewing 确保与预定相关的所有信息输入准确无误，并保证有足够的备份以做检查。 14.   To maintain the working areas clean and tidy at all times. 保持办公区域干净整洁。 15.   To comply with all company policies relating to reservations. 遵守所有公司关于预定部的规定。 16.   To comply with all systems and procedures, as laid down by the Reservation Manager. 遵守由预定经理制订的所有有关系统和操作流程的规定。 17.    Quality of reservations belongs to top priorities. 将预定的工作质量永远放在首位。 18.    BRAND STANDARDS have to be strictly followed. 严格遵守品牌服务标准。 19.     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。 19.     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 Provide leadership and guidance to Front Desk staff during the assigned shift to ensure consistent quality service is provided. 负责当值期间领导前台接待做好各种接待工作，提供一致高效的服务。 1.         Supervises front desk staff to insure smooth and efficient operation during the assigned shift . 督促管理当值期间前台接待工作，确保提供优质高效的服务。 2.         Communicates effectively both orally and in writing to provide clear direction to staff. Assigns and instructs guest service agents in the details of work Observes performance and encourages improvement. 与员工有效的沟通，提供明确指示，关注员工的表现并给予激励。 3.         Uses creative management skills to solve guest and team member problems . Ensures compliance with company standards to ensure consistent high quality guest relations . 在遵循酒店规章制度，维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。 4.         Manages desk , resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment . 管理前台，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。 5.         Greets customers immediately with a friendly and sincere welcome , uses a positive and clear speaking voice , listens to and understands requests , issues and situations from both guests and team members. Due to the cyclical nature of the hospitality industry , employees may be required to work varying schedules to reflect the business needs of the hotel . 友好诚挚的问候，耐心倾听，沟通并解决所有宾客与员工的困难和问题。在团队中起到表率作用，能应酒店需求调整工作时间。 6.         Supports and motivates front desk team members by leading by example and employing competent and consistent management practices. 通过训练及一致的管理，领导和激励团队员工。 7.         Actively takes part in training the team, supporting and leading formal training sessions and focusing on the job training to ensure that all team members are of the same standard. Also attends training where and when required. 积极地参加职业培训,让员工保持水平一致。 8.         Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets. 做员工的导师，提高员工水平，促进他们完成所设立的目标。 9.         Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines. 确保员工手册，中国的劳动法，HR指南的一致性，必要的时候提供培训。 10.     Is involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career. 培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。 11.     Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests. 致力于酒店工作，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。 12.     Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them. 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。 13.     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。 14.     Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton honors Number enquired about, and method of payment secured. 依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号，确保入住登记表的完整性及付款方式安全有效。 15.     Ensuring that guests are escorted to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner. 将客人送至客房，介绍客房布局，确保行李及时送达。 16.     Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager or Night Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution. 采取必要行动，及时有效的处理顾客的不满，适当的时候告知宾客关系经理或夜班经理。回访客人，确保客人对解决方法满意。 17.     Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation. 维护顾客档案和信息，确保预订的有效性和准确性。 18.     Acts as the first point of contact for VIP guests, ensuring that they are treated personally and recognized as an individual. 作为VIP客人最先联系到的部门，要确保他们的个性化服务。 19.     Liaises with Sales, Reservations and the Business Development team to handle corporate.  协销售，预定和商业发展团队共同为客人提供服务。 20.     Promotes Hilton honors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing Hilton honors members receive personal and professional service that recognizes them as important guests and that their benefits are received. 引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。 21.     Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management. 按照客人的预定或喜好安排房间，并做详细目录管理。 22.     Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way for the whole shift. 确保当班期间所有的宾客档案信息及时准确的录入公安申报系统。 23.     Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting. 遵循希尔顿品牌标准。 24.     Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton, MEAP & other properties in China. 掌握希尔顿酒店集团的基本概况。 25.     Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel. 了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。 26.     Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts. 确保前台和其他部门间的沟通交流，特别是客房部，餐饮部，财务部等。 27.     Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use and operated in an organized and systemized way. Also Ensures that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way. 维护酒店电脑系统信息数据的准确性，便于系统操作，确保前台运营设备的正常运转以及工作区域的整洁清洁。 28.     Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Conducts daily briefings, shift handovers, attends meetings and effectively communicates information to team members. 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。 29.     Ensures that the Assistant Front Office Manager and Guest Service Managers are kept aware and up to date of operational issues. 汇报最新的工作进展，确保前厅副经理和宾客服务经理对部门营运状况的了解。 30.     Ensures that the day-to-day functions of the front desk are completed. Including but not limited to Guest Services Manager’s checklist, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards. 确保前台的日常管理，包括但不局限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主帐的核对等。 31.     Checks Registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is actioned upon. 核对入住登记表，会议及活动信息，预订备份等。 32.     Completes reports where and when requested, ensuring that they are complete and delivered on time to the respected party. 如有要求，提供完整的报告，并及时送至所需部门。 33.     Ensures that the front desk is kept stocked and maintained with requisitions and that par levels are maintained and stock tracked. 确保日常设设施备用品的维护保养和必需库存，所有物品记录有序。 34.     Keeps up to date and aware of competitor activities in order to be proactive and create market advantage. 警惕商业竞争行为， 促进积极的市场发展。 35.     Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests. 根据价格要求向客人提供相应物有所值的物品。 36.     Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. In the absence of the Guest Service Manager, is a part of the Fire Team ands takes action accordingly. 按照健康安全，危机管理部门，灾难处理方法，救火程序执行。在宾客服务经理不在场的情况下，参与救助行动。   37.     Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount. 严格遵守现金收付手续，确保所有收银员的现金帐目准确无误，收支平衡。 38.     Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests. 收取现金，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。 39.     Maintains safety deposit boxes, ensuring that guests valuables are safe and secure at all times. 为客人提供保险箱，保证他们的财物安全。 40.     Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations. 跟进担保预订及付款方式，确保酒店收入。 41.     Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges. 确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。 42.     Manages costs effectively by minimizing and controlling expenses. 控制花费，节约成本。 43.     Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards. 抓住商机，用合理的方式提高酒店收入，确保客人感受到物有所值。 44.     Handles guest relocations as required . 帮助客人解决换房间事宜。 45.     The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 如有必要，该部门有权更改或补充该职位描述。 46.     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。

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.

To implement HR policy and HR systems framework asdirected by superior whilst maintaining good team member relations. 以酒店人力资源政策及人力资源系统构架为指导，协助完成各项事务的同时处理好与酒店员工的关系。 1.        Reportingto the Human Resources Manager, responsible for Talent Acquisition. 在人力资源经理的管理下工作，负责酒店人力资源招聘事宜。 2.        Interviewwith level 1—6 team members. 面试1--6级员工。 3.        Liaisonwith recruitment agencies, job marketing and hotel schools. 与招聘中介，人才市场和酒店管理学校保持良好的联系。 4.        Managethe on-line recruitment through the Hotel Web Site. 通过酒店网站管理在线求职信息。 5.        Participatesite inspections for schools, colleges, and universities. 参与对职业技术学校，学院，高等院校的考察。 6.        Correctand timely placement of internal and external advertisements. 及时更正和发布内部和外部的广告信息。 7.        Adherenceto pre, during and post employment checklists. 保管面试前，面试中以及面试后的雇员名单。 8.        Assiststo hunt qualified candidates or provides relevant information viarecommendations internally or externally. 通过内部或外部的资源提供或寻求候选人的信息。 9.        Ensurestimely preparation and arrangement for interview, selection, and recruitment. 保证面试，挑选和招聘的准备工作和安排的及时性。 10.    Providesrelevant information of the competing hotels. 提供竞争酒店的相关信息。 11.    Maintainseffective internal communication with team members. 保持和内部员工的畅通沟通。 12.    Providenecessary information and explanations to team member in the time correctly and accurately as required. 为员工的询问提供准确而正确的回答及解释。 13.    Avoidsnegative comments on hotel policies and procedures, financial and businessperformance, promotions, and activities. 避免消极评判饭店的规章制度，生意情况，提升，业绩表现等事情。 14.    Engagesin competitor surveys at request of HRM. 根据人力资源部经理的要求，配合竞争对手关于薪金的调查。 15.    Coordinateswith other departments as necessary. 与其他部门保持良好的合作关系。 16.    Updatesmanning headcount and compiles the monthly manning report. 更新月度人数报告，流动率报告等相关的人力资源报告。 17.    Supervisesand checks all HR team to update the personnel data into the computer system. 监督并保证所有人员信息的更新并输入电脑。 18.    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。 19.     To ensure that allteam members have a complete understanding of and adhere to the Hotel’s Team memberRules and Regulations.确保员工充分的理解并遵守员工手册内容。

暖通方向；要有北方防寒防冻经验； Manage the maintenance and repair of the hotel buildings, grounds andcontents in a cost-effective manner and ensure the efficient and safe operationof all plant and equipment. This position is concerned with assisting in thesupervision of all repair and maintenance and new installations. Ensuring thesafety operation in the hotel. To effectively communicate and solve thequestions guest encountered. 有效的管理和维护酒店的建筑，室外地面和设施的维护保养，并确保所有设备有效安全的运转。监督所有维修保养和新的安装工程，确保酒店安全的运转。有效地沟通解决客人遇到的问题。 1.       General supervisionof shift operation, all team members under his control and the allocation ofwork and distribution of the workforce in accordance with instruction from theChief Engineer. 根据总工的指示，全面对工程部的运转进行监督，负责对员工进行分配工作。 2.      All the workduring the duty period should be recorded in detail, unfinished or specialneeds to pay attention to the matter to make a detailed handover and have awritten record 对值班期间所有工作要有详细记录，未完成或特殊需要关注事情做好详细交接并有文字记录。 3.      Check theoperation of all facilities and equipment to ensure that they are always innormal operation. If any faults or abnormalities are reported, they should bereported in time. 检查所有设施设备运行情况确保始终处于正常运转状态，如有任何故障或异常要及时上报解决。 4.      Do agood job in departmental administrative operations, and rationally distributework and professional work. Timely and efficient completion of internalcustomer and hotel repairs, supervision of staff operating procedures tocorrect unreasonable operations in a timely manner. 做好部门行政运作，合理分配当工作及本专业工作。及时高效完成对客及酒店内部报修，督导员工操作程序对不合理的操作及时给予纠正。 5.      Coordinate theoutside construction time and communicate with the relevant departments of thehotel in time. 协调外施工时间并及时与酒店相关部门沟通。 6.      Be familiar withthe various energy consumption of the day, and use your professional skills torationally adjust the operation mode of the equipment. 熟知当日各项能源消耗量，利用自身专业技能合理调整设备运行方式。 7.      Manage thematerials and tools of the system, set the minimum inventory and fill out thepurchase order in time. 管理好本系统的材料及工具，设定库存量及时填写采购单。 8.       In the chief engineer, the deputy chief engineeris responsible for the management of the entire department during the vacation,and attends the morning meeting of the morning meeting of the hotel. Inthe event of a sudden or significant event, it must be reported to the ChiefEngineer Deputy Chief Engineer the first time. 在总工，副总工休假期间负责整个部门管理，按时参加酒店晨会组织部门早会。如遇突发或影响重大事件必须及时上报总工副总工。 9.      Responsible for recommending disciplinary action in respect of hissubordinate. 负责对员工的过失提出处理建议。

【职位描述】 You will be responsible for the efficient running of the division in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations. The Executive Chef is responsible to function as the Production Manager for the Food and Beverage Department, to ensure that all the outlets and banquets operate successfully, in accordance with the standard of the hotel and are individually profitable. 【任职要求】 Ideally with an apprenticeship or professional diploma in Food Production. Minimum 2 years work experience as Executive Chef, or Executive Sous chef in larger operation. Good practical, operational and adequate administrative skills with a flair for creativity are a must.

Oversees and facilitates the training andcoaching of teammembers to be effective managers of the human resource within their areas ofresponsibility.  Provides the resourcethat can assists them in HR management. Manages the Human Resources data for the hotel, and tracks theeffectiveness of systems and programs. Advises Director of Human Resources on strategic issues related to humanresources.督导并培训部门成员在各自的领域内成为合格的人事部专员，在人力资源管理方面为他们提供必要的资源帮助。管理酒店人力资源资料数据并跟踪系统程序的有效使用。及时向人力资源部总监汇报人事管理方面的重大事项。1.        Supervisesteam members at the HR Office ensuring the department’s daily operation isrunning smoothly and team members discipline is adhered to.督导人力资源部的员工的日常工作，以确保日常部门运作的顺利进行和员工纪律的正确实施。2.        Liaisewith local government authorities regarding labor law, labor relations andarbitration cases.和政府部门保持密切关系，及时更新在劳动法律、劳动关系和劳动仲裁方面的信息。3.        Preparesprocedure released concerning the labor contracts for team members.准备劳动合同相关的政策程序。4.        Developsand maintains an team member relations program, include social and sports activities,service award programs, and employee counseling to increase team member’s satisfaction.建立并且发展员工关系系统以提高员工满意度，其中包括各项社会以及体育活动，服务奖项和员工咨询等。5.        Organize Team Members’activities.组织员工活动。6.        Takescharge of recruitment according to hotel business requirement and the manningsituation.根据酒店的经营需要和人员现状，及时有效的完成招聘任务。 7.        Handle the check in/out forLevel 7and above teammembers.  负责7级及以上员工入职和离职手续。 8.        Supervisesand checks all records on sick leave, medical expenses, misconduct andPersonnel Action Form.监督检查所有休假、医疗费用、违纪以及人员变动表格的正确管理和操作。9.        Supervisesand support the  HR supervisor to manage the team member facility.指导人事主管管理好员工设施。 10.     Maintain safety and cleanliness of workareas and team member areas, including, but not limited to,the team member restaurant andlocker rooms. 保证工作区域及员工区域的安全及卫生，如员工餐厅、倒班宿舍等。 11.    Supervisesand support HR supervisorcoordinatoratorployee to keep the fluent and right operation on B&C.指导人事部主管有条不紊的处理好所有员工薪酬福利方面的运作。12.    Ensuresthe security and confidentiality of the HR Department is strictly adhered to.保证人力资源部严格遵守相关的保密政策。13.    Initiateany new and improved system/procedure to be implemented in order to upgrade allpersonnel filing system and records.推动新政策程序以及系统的实施，以更新人事的存档系统和人事相关的各类档案。14.    Handlearbitration cases to protect hotel’s benefits. 处理员工仲裁以及法律案件确保酒店形象利益不受损害。15.    Handleteam member’s complaint and communicate with the other department.有效处理员工投诉并和各部门沟通解决。16.    Takecharge of HR Audit to arrive the budget and to standardize HR’s operation.全面负责人力资源部的考核，并将人力资源部的工作逐步体系化规范化。17.    Build HRP&P to increase the efficiency of HR.建立健全政策程序。18.    Buildenvironment of supporting the other department.建立部门支持的氛围。19.    Manninganalysis.进行人力分析。 20.     Ensures that team members maintain a high standard of personal appearance and hygiene andadhere to the hotel and department’s grooming standards. 确保员工的个人仪表卫生符合酒店和部门的标准。 21.    Exitinterview and Turnover analysis.进行离职面试并进行员工流失率的分析。22.    Marketsurvey for HR related to adjust our strategy on time.市场调查， 为管理层及时调整政策提供有利证据。23.    Foreigner’swork permit and visa application. 为外国同事办理工作签证相关事宜。 24.    Discipline team members. 监督员工纪律。 25.     Ensures high standards of personal presentation and grooming. 保持高标准的个人形象和仪容仪表。 26.    Assumesthe duty of the HR Director during her absence.人力资源总监不在的情况下，代理其工作。 27.    Adhereto 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。 28.     To ensure that allteam members have a complete understanding of and adhere to the Hotel’s Teammember Rules and Regulations.确保员工充分的理解并遵守员工手册内容。 29.    Themanagement reserves the right to change / extend this job description ifnecessary 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。 30.    Carries out anyother 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 directing and supervising group of team members to perform product      work on all operations in the department and to report necessary machine repair, supplies used and           needed, variations in water temperature, maintaining schedules, training new team members and              maintaining  description. 参与指挥和管理部门员工的执行工作情况，记录必要的机器维修，物品的供给和需要情况，水温的变化情况，维修时间和培训新员工。 1.   Responsible for the operation of the Laundry Department during the shift. 在洗衣房经理不在的时候负责洗衣房的运转。 2.   To make inspection trips through entire area checking on productive methods and procedures.负责检查洗涤的方法和过程。 3.   To check washing formulas and make corrections and improvement whenever necessary. 负责检查洗衣流程，如果必要进行修正和改善。 4.   To handle guest rush laundry services. 处理客人加急洗衣服务。 5.   Ensure that all guest items are treated carefully, to minimize any damages. 确保所有客人衣物被仔细对待，把损坏率降到最低。 6.   Has a thorough and up-to-date knowledge of how to operate all equipment in the Laundry. 掌握对洗衣房设备全面的和最新的了解。 7.   Apply for Laundry goods and ensure chemicals etc are used properly, and in correct quantities, to avoid accidents and keep low cost and high quality. 申领洗衣房各类物品并确保化学剂等被恰当地使用，使用正确的数量以降低成本、提高质量，避免事故。 8.   Maintain quality control for in-house linen and uniforms. 维持客房布草和制服的质量。 9.   Report promptly faulty equipment to the Laundry Manager and/ or Engineering Department. 向洗衣房经理或工程部汇报有关设备故障的问题。 10.  Ensure guest laundry charges are posted correctly and promptly. 确保准确及时地寄出客人洗衣的帐单。 11.  To supervise and direct the functions of the valet department. 管理和领导客衣取送部门的工作。 12.  To confer with assistant and supervisors on production and personnel problems. 和下属员工交流工作情况和工作表现等。 13.  To train team member according to established procedures; Conducts training meeting to discuss problems and future plans, give information and assignments. 按照工作程序，培训员工。和员工开会，讨论工作问题、工作计划、沟通信息，并安排工作 14.  To establish production standard’s records and training techniques. 建立产品标准记录和培训技能记录。 15. Adhere to hotel cleaning and maintenance programs. 坚持酒店的清洁和养护程序。 16. 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。 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. 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。 20. 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 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。

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。

Position Summary职位概述 Responsible for cleanliness and service on assigned guest room floors during shift. 当班时负责所分配的楼层的清洁及服务。 1.   Responsible for assigned floors and guest rooms during shift. 当班时负表所有分配的楼层和客房。 1.   Work closely with the Reception to ensure correct room status at all times. 与前台接待密切合作确保任何时间内正确的房态。 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.   Supervise turndown service. 监督夜床服务。 5.   Responsible for strict key control. 负责钥匙的严格控制。 6.   Inspect regularly guestroom corridors and public areas. 对客房的走廊和公共区域进行常规检查。 7.   Report maintenance issues promptly to Engineering. 迅速向工程部汇报维护活动。 8.   Ensure compliance of Lost & Found procedures. 确保依照失物招领程序办事。 9.   Keep floor linen rooms neat and tidy. 维持楼层布草房的干净和整洁。 10.  Monitor productivity of the unit. 监督单元工作效率。 11.  Resolve disputes. 解决争端。 12.  Discipline team member when necessary. 约束员工遵守纪律。 13.  Check Housekeeping team member’s grooming, personal hygiene and appearance. 检查客房部员工的仪表,个人卫生和形象。 14.  Assist with the preparation of team member’s duty roster. 协助准备员工排班表。 15.  Facilitate multi-skill. 鼓励员工掌握多技能。 16.  Assist with team member training and development. 协助进行员工的培训和发展。 17.  Provide ongoing advice and support to team member’s under your supervision. 给予所管辖的员工以不断的建议和支持。 18.  Supervise team member’s performance. 指导员工表现。 19.  Provide one to one instruction to team member members when required. 必要时对员工进行个别面对面指导。 20.  Seek opportunities to continually improve guest service, by reporting guest comments. 通过汇总客人的意见汇总，,寻找机会不断发展对客服务。 21.  Take appropriate action to resolve guest complaints. 采取合适的行动解决客人的抱怨。 22.  Promote the hotel and Hilton products and services. 促销酒店与希尔顿的产品与服务。 23.  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。 24.  Adhere to the hotel’s security and emergency policies and procedures. 坚持酒店安全制度、紧急情况。 25.  Log security incidents and accidents in accordance with hotel requirements. 依照酒店要求记录安全日志和事故记录。 26.  Adhere to hotel cleaning and maintenance programs. 坚持酒店的清洁和养护程序。 27.  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。 28.  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。 29.  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。 30.  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。 31.  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。

1.       To be responsible for deputizing the Front Office Manager, ensuring the maximization of room revenue and profit and maintaining a consistently high standard of guest service within the department. 主要的职责是代表前厅部经理，确保实现酒店收益，并在部门内保持一贯的高水准的对客服务。 2.       To carry out all out-bookings as necessary. 必要时刻采取的超额预定，确保实现酒店利益。 3.       To supervise daily operation, ensuring standards are adhered to and maintained. 监督管理每日部门的正常运营，并确保品牌标准被有效地坚持和维护。 4.       To review, maintain and amend systems/procedures within Front Office Department. 适时修改并维护前厅部的相关制度和规定。 5.       To ensure a consistently high standard of presentation is maintained for both the department and team members. 确保部门和员工之间保持一贯的高水准的服务。 6.       To ensure training records are kept updated and all planned training is carried out. 确保培训记录得到及时更新，所有的培训计划被有效的实施。 7.       To review and approve departmental work schedules of various sections of Front Office. 批准并回复前厅部其他部门的工作进度表。 8.       To supervise the up selling scheme. 监督管理前厅部的销售计划。 9.       To monitor guest feedback and advise Front Office Manager where necessary. 管理顾客意见回复，并在需要时向前厅部经理提供建议。 10.   To ensure Front Office Manger is kept informed of all developments within the department. 确保前厅部经理及时获悉部门发展动向。 11.   To ensure the well being of all Front Office team member. 确保前厅部所有员工的福利待遇。 12.   To ensure communication meetings are held daily. 确保每日的交班会议按时举行。 13.   To ensure departmental orientation is carried out for all new team members of the Front Office team. 确保给前厅部的每一位新入职的员工进行相关的入店培训。 14.   To carry out re-training and corrective training as necessary. 必要时刻对员工进行再培训。 15.   To Compiles daily reports as designed by the Front Office Manager. 整理和编辑由前厅经理制定的每日工作报告。 16.   To work within all pre-set budgetary limits. 在预先制定的预算范围内工作。 17.   To comply with all company policies relating to Front Office Department. 遵守前厅部相关政策。 18.   To comply with all systems and procedures, as laid down by the Front Office Manager. 遵守相关的规章制度，例如按照前厅部经理制定的计划展开工作。 19.     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。 20.     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。 21.     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。 22.     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。

1.        MarketingPlanning — Participatein the development and execution of the hotel marketing plan. 销售计划 ——参与酒店销售计划的执行和发展。 2.        Identifysources of group business for the hotel and establish solicitation programs tomaximize sales. 确定消息的来源，使酒店的生意取得很好的效益。 3.        Helpidentify sources of individual business and allocate the resources to developrelationships with them. 发展酒店的客户和他们建立良好的关系。 4.        To superviseand monitor the compilation of accurate account information and to ensure thisinformation is kept up to date. 监督和指导正确重要的信息，并保证这些信息的可施性。 5.       Maintainaccurate forecasting for all group/FIT segments and identify valley periods forsales emphasis. 维持团队和散客的正确预测，确定销售在特定时期的销售重点。 6.        SalesAdministration — Directorand administer the sales program of the hotel. 销售行政部——总监管理酒店的销售流程。 7.        Establishprograms and direct efforts to achieve group and FIT room night goals and todevelop ongoing relationships with customers. 建立计划和指导，使团队和散客努力达到计划的目标，并发展和建立良好的客户群。 8.        Monitorsales production and adjust sales activities, account coverage and salespriorities as necessary to achieve plan goals. 监管销售的产值并且调整销售的行动，争取完成计划的目标。 9.        Establishtravel schedules and monitor travel expenses to optimize sale productivity. 组织出差的计划表并且管理出差的经费，优化市场销售力度。 10.     Developactive communication and close rapport with Convention & Incentive Bureau,National Tourist Offices, Airlines, Hilton Regional Sales Offices and othersources of sales information and support. 与会展公司，航空公司，旅行社 和希尔顿区域销售办公室建立良好的联系。 11.     Plan,establish goals for, and administer outbound sales function to deliverqualified leads to other Hilton Hotels. 计划，制定，实施异地销售功能以便传递生意到其他兄弟酒店。 12.     Developannual sales department budget and execute the sales programs and activitieswithin it. 增进年销售额的预算和执行销售计划。 13.     Takefull responsibility for representing and managing the Hilton account managementsystem (cardex).  管理希尔顿酒店所有客户体系。 14.     SalesPersonnel Development —Lead anddevelop sales personnel. 销售人员的个人发展——带领和发展销售人员。 15.     Recruit,select, train and motivate Sales Department personnel to realize theirpotential to develop individuals for advancement within Hilton Hotels andResorts. 培训，挑选使销售人员意识到他们的发展前途，为希尔顿酒店作出贡献。 16.     Assureunderstanding of Position Description, goals, and Standards of Performance forSales Department personnel; and conduct formal bi-annual evaluations andongoing coaching and counseling. 使销售部的每一位员工了解自己的职责，目标，成绩，一年两次对员工进行评估。 17.     Selling—Manage Key Accounts. 销售——管理重要的客户。 18.     Establishpersonal sales goals, and be responsible for a representative selection of keyaccounts. 建立个人销售的目标，并且挑选重要的客户。 19.     Inconjunction with the DBD and other department heads, maximize rooms’ inventoryand catering space, identify opportunities for focused sales programs. 与业务发展总监，其他部门的领导齐心协力争取更多的生意。 20.     Coordinategroup room forecasts and prospects with the Banquet Sales and Revenuedepartment so as to help hotel achieve maximum capacity room use. 与宴会销售部和收益管理部共同调整团队定房，完成酒店内部生产力。 21.     Assessmargin contribution of group business to maximize contribution form availablepublic space. 估定团队生意，利用酒店的公共空间做出贡献。 22.     Communications— Development and maintain effective communicationchannels. 联系——发展和主张有效的沟通渠道。 23.     Maintainclose, frequent, open communication with the Director of Business development andother Marketing department heads. 与业务发展总监和其他部门的总监时常做好密切的联系。 24.     Maintainsupportive, timely communications with Regional Sales Offices and other HiltonHotels. 主张与区域销售办公室及其他希尔顿酒店进行密切的联系。 25.     Coordinatecommunication between Sales Department and operating departments of thehotel.  To update operating departmentsof the hotel to ensure awareness of bookings and sales programs. 调整销售部和酒店内部的其他运营部门的沟通，及时更新酒店内部运营部门的信息和销售部门的流程。 26.     Maintaintimely and responsive communication with accounts and prospects.  对公司的前景积极地做出相应的反应。

1.         Greets customers immediately with a friendly and sincere welcome . Responds to inquires 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，景区景点指南，租车服务及机场接送服务等。 2.         Answers telephone calls and inputs messages into the computer. Retrieves messages and communicates contents to the guest . Retrieves mail , small packages , and facsimiles for guests as requested . 负责接听礼宾部电话，处理客人留言，包裹，邮件及传真。 3.         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。 4.         Hires ,trains , supervises ,disciplines concierge curators. Scheldules curators in accordance with hotel manages department budget , including approval of payroll . 依照酒店人员录用及相关条例应聘，培训，监督，管理礼宾部员工。 5.         Creates activities and provides information and support to ensure total guest satisfaction for group clientele . Works with the sales department and attends pre –con meetings . 协助酒店销售部门处理好会议及团队客户的各项需求，提高客户满意度。 6.         Responds to guest complaints , conducts research to develop such as price conflicts , insufficient heating or air conditioning , etc. Remains calm and alert especially during emergency situations and heavy hotel activity . 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。 7.         Leads and motivates curators by leading by example and employing competent and consistent management practices. 通过训练及一致的管理，领导和激励团队员工. 8.         Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all curators are follow 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。 9.         Acts as a coach and mentor to curators, reinforcing standards and expectations and motivating curators to strive for established targets. 做队员的导师，提高员工水平，促进他们完成所设立的目标。 10.     Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to curators is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards. 根据希尔顿PDR标准，每年度进行1：1的面谈，确保对每个员工的公平，为员工提供继续发展的平台。 11.     Is involved with succession planning and development of high potential curators to ensure that all curators are trained to progress to the next level of their career. 培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。 12.     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 curators 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。 13.     Responsible for the smooth induction and facilitation of training for new curators, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them. 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。 14.     Takes an active role in the front desk and concierge, ensuring effective communication and working as a team in order to reach goals and targets. 积极主动的加强前台与礼宾部的有效沟通，确保达到目标提供高质量的服务。 15.     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。 16.     Ensures that the Conrad concierge 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。 17.     Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager for follow up. 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跟进。回访客人，确保客人对解决方法满意。 18.     Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation. 维护顾客档案和信息，确保预订的有效性和准确性。 19.     Ensures that VIP guests are treated personally and recognized as an individual. 亲自迎接VIP客户。 20.     Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received. 引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。 21.     Ensures that the concierge team facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered team member when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewell. 如有需要，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。 22.     Manages the storage and organization of guests luggage in a safe and secure, organized and systemized way. 有条理的安放和储存客人的行李并确保安全。 23.     Ensures that the concierge team maintains the lobby appearance is neat and tidy, and that public areas are cleaned when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests. 确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。 24.     Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, and other Hilton properties in China. 掌握希尔顿酒店集团及希尔顿在中国其他地区项目的基本概况。 25.     Is up to date with information and has detailed knowledge of facilities, attractions, places of interest, sights and activities in and around hotel. Imparts this knowledge to other team members. 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。将这些知识与团队成员分享。   26.     Ensures that the concierge team correctly carries out ticket reconfirmation, safari bookings and makes guest reservations when required. 确保根据不同需求为宾客提供票务信息确认，预定等服务。 27.     Ensures that the concierge team correctly handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel 确保礼宾部准确的信息传递，保证酒店和宾客每日包裹邮件的正常收发。 28.     Responsible for managing guest airport transportation, ensuring pick-ups and drop-offs are completed on time and the most effective use of the drivers time is made. 为客户提供机场接送服务并最大效率的安排司机的工作时间。 29.     Inputs 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. 将准确完整的信息录入酒店管理系统，以便大家分享。 30.     Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting. 遵循希尔顿品牌标准并贯彻实施。 31.     Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT 与餐饮部，客房部，工程部，IT等进行有效的沟通及合作。 32.     Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action 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。 33.     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. 确保信息的有效传达，及时解决问题提高满意度，参加例会及日常会议等。 34.     Manages and maintains the Concierge Desk stock and that it is not wasted, maintaining costs where able. 对礼宾部日常用品予以管理控制，节约成本。 35.     Keeps up to date and aware of competitor activities in order to be informed. 警惕商业竞争行为，并及时上报。 36.     Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed. 遵照执行健康安全，危机管理，灾难救助，火灾预警程序。必要的时候加入 救火。 37.     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. 严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。 38.     Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests. 收取现金，信用卡，代金券，或第三方付费等服务时要严格遵守酒店规定。 39.     Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards. 抓住商机，用合理的方式提高酒店收入，确保客人物有所值。 40.     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。 41.     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。

1.        Communicateseffectively both orally and in writing to provide clear direction to teammember. Observes performance and encourages improvement. Interviews, selects,trains, supervises, evaluates, counsels, and administers disciplinaryprocedures for front office team member. Monitors lobby traffic and makes teammembering adjustments as required. 与员工有效的沟通，提供明确指示，关注员工的表现并给予激励。依相关程序面试，挑选，培训，督导，评估，管理前厅部所有员工。留意大堂交通状况，根据需求进行人员调配。 2.        Reviews VIPreservations and ensures proper handling of VIPs and groups, administersamenity orders, and resumes for incoming guests. Updates system by inputtinginventory and non-inventory groups. Monitors special reservation requestshandling and oversees rate changes on in-house guests. 关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。 3.        Computesdaily payroll, schedules, and other reports. Analyzes data and makes decisionsbased on prior experiences and knowledge of circumstances to prepare daily andweekly forecast of expected arrivals and departures. 关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。 4.        Managesfront office team member, resolves guest concerns, and implements resolutionsby using discretion and judgment. 对前台进行日常管理，用敏锐的判断力和决断力解决客户的问题。 5.        Leads andmotivates team members by leading by example and employing competent andconsistent management practices. 通过训练及一致的管理，领导和激励团队员工。 6.        Takesresponsibility of the hotel as the Duty Manager in the absence of the AssistantFront Office / Front Office Manager. 在前厅经理/前厅副经理不在的情况下，作为值班经理负起责任。 7.        CompletesNight Shift Duties acting as the Night Manager while on duty. 当班期间完成夜班经理职务。 8.        Activelytakes part in training the team, facilitating formal training sessions and onthe job training to ensure that all team members are of the same standard. Alsoattends training where and when required. 积极地参加职业培训,让员工保持水平一致。 9.        Acts as acoach and mentor to team members, reinforcing standards and expectations andmotivating team members to strive for established targets. 做队员的导师，提高员工水平，促进他们完成所设立的目标。 10.     Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labour Law and HR guidelines. Distributesappropriate discipline when and where required. 确保员工手册，相关劳动法，HR相关政策的一致性，必要的时候提供培训。 11.     ConductsPDR’s, 1:1 meetings throughout the year, ensuring that the feedback given toteam members is fair, unbiased and provides a platform for continued improvement,according to the Hilton standards. 根据希尔顿PDR标准，进行1：1的面谈，确保对每个员工的公平，为员工提供继续发展的平台。 12.     Isinvolved with succession planning and development of high potential teammembers to ensure that all team members are trained to progress to the nextlevel of their career. 培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。 13.     Contributesto the hotel and team by sharing new ideas and suggestions for improvements,being innovative and creative to provide quality service and customer care toteam 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。 14.     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。 15.     Creatinga warm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive. 为顾客提供热情周到的服务，有宾至如归感。 16.     Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Honours andFrequent Flyer Number enquired about, and method of payment secured. 依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。 17.     Ensuringthat guests are escorted to their room and the hotel facilities and roomfeatures are explained, and that luggage is delivered in a prompt manner. 将客人送至客房，介绍客房布局，确保行李及时送达等。 18.     Handlescomplaints promptly and efficiently, taking the necessary action; track on DMlog objectively, share case and guest information with related department;Inform FOM and MOD if necessary. 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;客观地记录在值班经理日志，讲案例与客人信息与相关部门进行分享，如有必要需告知前厅经理或当值经理。回访客人，确保客人对解决方法满意。 19.     Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation. 将客人送至客房，介绍客房布局，确保行李及时送达。 20.     Actsas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized as an individual. 作为VIP客人最先联系到的部门，要确保他们的个性化服务。 21.     Allocatesrooms in accordance to the guests reservation, preference and remarks,maintaining a systemized and sales focused approach to room inventorymanagement. 按照客人的预定或喜好安排房间，并做详细目录管理。 22.     PromotesHHonours and its associated benefits to guests who are not already enrolled inthe program. Ensures that existing HHonours members receive personal andprofessional service that recognizes them as important guests and that theirbenefits are received. 引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。 23.     Liaiseswith Sales, Reservations and the Business Development team to handle corporate. 协同销售，预订及业务发展团队共同为客人提供服务。. 24.     Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way. 确保宾客档案信息及时录入公安申报系统。 25.     AppliesHilton Brand Standards in each and every action, acting as a role model andexample of how the standards should be carried out in a practical setting. 遵循希尔顿品牌服务标准并贯彻到实际的运作当中。 26.     Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton International, MEAP & other properties in China. 掌握希尔顿酒店集团的基本概况。 27.     Isup 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。 28.     Ensurescommunication, coordination and cooperation between the front desk and otheroperating departments, specifically Housekeeping, F&B and Accounts. 确保前台和其他部门间的沟通交流，特别是客房部，餐饮部和财务部等。 29.     Maintainsthe hotel systems to ensure accuracy of information and data, and that it iseasy to use and operated in an organized and systemized way. Also Ensures thatthe Front Desk equipment and systems are functioning at all times, and that thearea is maintained in a clean, tidy and organized way. 维护酒店电脑系统信息数据的准确性，便于系统操作，确保前台运营设备的正常运转以及工作区域的整洁清洁。 30.     Passeson information effectively, ensuring that all necessary details arecommunicated to the intended person and that any pending action is completedand guest satisfaction confirmed. Conducts daily briefings, shift handovers,attends meetings and effectively communicates information to team members. 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。 31.     Ensuresthat the Front Office Manager is kept aware and up to date of operationalissues. 汇报最新的工作进展，确保前厅经理对整个部门营运状况的了解。 32.     Ensuresthat the day-to-day functions of the front desk are completed. Including butnot limited to Guest Services Manager’s checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discountand rate discrepancies, and registration cards. 确保完成行政楼层每日的任务，包括核对，报告，信用额度核对，网上备份等。 33.     ChecksRegistration cards, meeting and function information, billing instructions,financial records and reservation backup to ensure that all informationreceived is actioned upon. 核对入住登记表，会议及活动信息，预订备份等。 34.     Completesreports where and when requested, ensuring that they are complete and deliveredon time to the respected party. 如有要求，提供完整的报告，并及时送至所需部门。

The Role 岗位职责： 1. Implement Standards operational procedures to suit the concept and regulate the service. 制定适合餐厅的服务流程和标准。 2. Ensure all the staff have a thorough product knowledge by means of regular colleague training sessions and tests. 确保所有员工菜品知识的培训与测试。 3. Conduct regular strategy update meetings.  制定运营战略，更新会议。      4. Handle customer complaints efficiently and reply promptly. 能高效礼貌的回复或者处理投诉。 5. Monitor guest feedbacks and make action plan. 收集客人的反馈制定处理计划。 6. Oversee service sequence and ensure the guest experience is smooth. 督促员工按照服务流程为客人提供服务，确保客人的用餐体验。 7. Protect the health, safety and well-being of guests and colleagues.   保证所有用餐客人和员工的人身安全与安全 。 8. Adhere to any reasonable request or change to working time or area, within the parameters set out by company standards. 能随机应变处理客人的合理需求。   9. Comply with company grooming standards. 遵守公司的仪容仪表。 10. Split and delegate tasks between supervisors and restaurant team members. 区分主管与其他员工的工作职责。 11. Maintain high level of communication with colleague. 与员工保持高效的沟通。 12. Promote a motivated and high performing team committed to delivering high standards. 建立一个积极主动，能完成高标准服务的团队。 13. Attend daily and weekly operation meetings. 参加周或者月度的运营会议。 14. Attend key briefings and training sessions,take notes, follow up and action in a timely manner. 及时并加以跟进参加重要会议，培训，做好笔记。 15. Liaise with chef on menu creation. 与主厨和经理合作菜单。 Talent Profile 能力&技能需求： Acquire working experience in hotel/resort(preferably luxury brands). 拥有酒店工作经验(特别是奢华品牌的酒店)。 Have professional training in hospitality industry. 接受过酒店专业的培训。 Able to communicate in Mandarin or English fluently. 能够流畅的使用普通话或英语进行对话。 Having good communication skills. 良好的沟通能力。 Able to operate basic computer skills. 正确应用基本电脑系统。 Command organization system in our department,knowledge how to make or motivate people work, cooperate with other departments. 能够指挥本部门的组织系统，知人善任，调动下级的积极性，协调与其他部门的关系。

The Role 岗位职责： 1.Develops and manages all financial, employee engagement and guest satisfaction plans and actions for Food and Beverage departments.  2.Maintains a positive cost management index for kitchen and restaurant operations. Utilizes budgets to understand financial objectives.  3.Manages the Food and Beverage departments (not catering sales). Supervises and manages employees. Manages all day-to-day operations.Understands employee positions well enough to perform duties in employees'absence. 4.Utilizes interpersonal and communication skills to lead, influence, and encourage others;advocates sound financial/business decision making;demonstrates honesty/integrity; leads by example.  5.Oversees all culinary, restaurant, beverage and room service operations.  6.Creates and nurtures a property environment that emphasizes motivation,empowerment, teamwork, continuous improvement and a passion for providing service.  7.Provides excellent customer service to all employees.  8.Responds quickly and proactively to employee's concerns. Provides a learning atmosphere with a focus on continuous improvement. Provides proactive coaching and counseling to team members.  9.Encourages and builds mutual trust, respect, and cooperation among teammembers. Ensures and maintains the productivity level of employees.  10.Develops specific goals and plans to prioritize, organize, and accomplish your work.  11.Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.  12.Sets clear expectations with the employees and team leaders and ensures that appropriate rewards are given if expectations are exceeded.  13.Provides excellent customer service.  14.Responds quickly and proactively to guest's concerns.  15.Ensures that all employees, team leaders and managers understand the brand's service culture.  16.Sets service expectations for all guests internally and externally.  Talent Profile 能力&技能需求： Bachelor's degree in Business Administration, Marketing, Hotel and Restaurant Management, or related major. 10 years' experience in food and beverage, culinary, or related professional area. Experience and exposure in sales/marketing environment. Hospitality qualification or work experience preferred. Ability to identify needs with the twin acts of probing and listening. Strength of character coupled with determination and self-discipline. High level of self-confidence, enthusiasm and initiative.  Fine art of communication excellence,ability to deal with different types of people.

The Role 岗位职责： 1. Ability to prioritize, organize and follow through. 能够善于安排组织以及顺利执行任务。 2. Drive the Implementation of all Hotel, company and local hygiene bureau FSMS policies throughout the operation. 在全运营范围内推动执行酒店、公司及地方卫生部门的所有食品安全管理体系政策。 3. Follow up with Executive chef and Director of F&B any alleged FBI case. Implement and maintain weekly walk thru with detailed photographic records of any non-compliance findings, ensuring all relevant areas are covered minimum once a month.针对任何疑似食品安全事件，及时向行政总厨及餐饮总监汇报并跟进处理。实施并保持每周巡查制度，对不合规问题进行详细拍照记录，确保所有相关区域每月至少覆盖一次。 4. Take food samples of all function events and keep for the specified period of time, food samples should be stored with the BEO of the event and any change logs together. 按规定时限保存。留样食品需附对应活动订单及变更记录一同存放。 5. Randomly check with Chief Steward the sanitizer solution concentration from at least one ice machine per day and record the ice machine number and attach the litmus paper to the record. Correct any non-compliance with solution strength immediately.对所有宴会活动进行食品留样，每日随机与管事部主管检查至少一台制冰机的消毒液浓度，记录机器编号并将试纸附于记录中。若浓度不达标须立即整改。 6.  Regularly assist the Chefs and receiving staff to check all deliveries of all items, frozen, fresh and store items for compliance. Record delivery temperatures including the vehicles. Use photographic evidence for any vendor non-compliance. Make regular random checks on all storage areas and fridges/ freezers to monitor temperatures and storage practices. 定期协助厨师及收货人员检查所有货品（冷冻、生鲜及仓库物品）的到货合规性。记录送货温度（包括车辆温度），对供应商不合规情况保留影像证据。定期随机检查所有仓储区域及冰箱/冷库的温度与存放规范。 7. Ensure a pleasant and accommodating relationship with the local hygiene bureau at all times. 始终保持与地方卫生部门的良好协作关系。 Talent Profile 能力&技能需求： Acquire working experience in hotel/resort(preferably luxury brands) 拥有酒店工作经验(特别是奢华品牌的酒店)。 Have professional training in hospitality industry. 接受过酒店专业的培训。 Able to communicate in Mandarin or English fluently. 能够流畅的使用普通话或英语进行对话。 Having good communication skills. 良好的沟通能力。 Minimum 5 years Food Hygiene supervisory experience for international luxury brands or affiliated five-star hotels. 拥有至少5年及以上国际奢华品牌或联号五星级酒店食品卫生管理工作经验。

The Role 岗位职责： 1.Ability to perform job functions with attention to detail, speed and accuracy. Ability to prioritize, organize and follow through. Ability to be a clear thinker, remain calm and resolve problems using good judgment.Ability to work well under pressure of meeting production schedules and timelines for guests' food orders. 能够以注重细节、讲求速度且准确无误的方式完成工作职能,具备优先级排序、工作组织与持续跟进的能力,能够保持思维清晰、处事冷静，并运用良好判断力解决问题,能够在满足生产进度和客人点餐时间要求的压力下有效工作。 2.Ability to maintain good coordination.Ability to transport cases of received goods to the work station; pots and pans of food from storage/prep areas to the serving line.Ability to work minimum an 8-hour shift in hot, noisy and sometimes close conditions.Ability to work with all products and ingredients involved. 能够保持良好的协调能力,能够将到货整箱货物运送至工作站，将食品锅具从仓储/准备区运送至出餐线,能在高温、嘈杂及有时局促的环境中完成至少8小时轮班工作,能够熟练处理所有相关产品和食材。 3.Ability to use all senses to ensure quality standards are met. Ability to differentiate dates. Ability to operate,clean and maintain all equipment required in job functions.Ability to comprehend and follow recipes.Ability to expand and condense recipes. Ability to perform job functions with minimal supervision.Ability to work cohesively with co-workers as part of ateam. 能运用全部感官确保符合质量标准,具备日期辨识能力,能够操作、清洁及维护工作职能所需的所有设备,能够准确理解并遵循食谱,掌握食谱扩量与缩量技巧,能够在最小监督下独立完成工作职能,具备团队协作意识，与同事和谐共事。 4.Maintain and strictly abide by state sanitation/health regulations and hotel requirements. Maintain complete knowledge of correct maintenance and use of equipment;use equipment and tools only as intended, properly and safely.Maintain complete knowledge of and comply with all departmental/hotel policies and procedures.Meet with Executive Sous Chef to review assignments, anticipated business levels,changes and other information pertinent to the job performance. 严格遵守国家卫生/健康法规及酒店要求,全面掌握设备的正确维护与使用方法；按规定方式安全操作设备工具,熟练掌握并遵守所有部门/酒店政策与流程,与行政副主厨沟通工作任务、预期业务量、变更信息等与工作表现相关事宜。 Talent Profile 能力&技能需求： Acquire working experience in hotel/resort(preferably luxury brands). 拥有酒店工作经验(特别是豪华品牌的酒店)。 Have professional training in hospitality industry. 有过酒店行业的专业培训。 Able to communicate in Mandarin or English fluently. 能够流畅的使用普通话或英语进行对话。 Having good communication skills. 良好的沟通能力。 Able to operate basic computer skills. 正确应用基本电脑系统。 Command organization system in our department,knowledge how to make or motivate people work, cooperate with other departments. 能够指挥本部门的组织系统，知人善任，调动下级的积极性，协调与其他部门的关系。

【岗位职责】 1、全面负责送餐部的日常运营管理工作，确保送餐服务高效、准时、优质 2、制定并优化送餐流程和服务标准，提升客户满意度 3、协调厨房、前厅等部门，确保菜品质量和送餐时效 4、管理送餐团队，包括排班、培训、绩效考核等 5、处理客户投诉及突发事件，维护酒店声誉 6、控制送餐成本，合理调配资源 7、定期分析送餐数据，提出改进方案 【岗位要求】 1、具备较强的团队管理能力和服务意识 2、优秀的沟通协调能力，能高效处理多方协作 3、抗压能力强，能适应高强度工作节奏 4、注重细节，对服务品质有高标准要求 5、具备基础的数据分析能力 6、有酒店或餐饮行业工作经验者优先

Supportthe overall strategic management of the credit section by establishingeffective working relationships with colleagues, in particular the Director ofBusiness Development, Director of sales , Revenue Manager, Director of Banquet& Conference sales and Accounts Receivable, Credit supervisor Convert theentire hotels revenue into collected cash within the shortest agreed timescalethrough managing the credit control in a diligent and professional way. Make sure all the revenue incurred was recorded inthe system to safe guard the hotel revenue. Prepare daily revenue report and daily revenue journal to input to thesystem. SuperviseIncome Audit, Account Receivable Team Members. 通过建立与同事,特别是业务发展总监,销售总监,营收经理,宴会厅和会议销售总监及应收帐款,应收主管有效的工作关系,支持全方面的信贷战略管理,通过专业的管理信贷控制,在最短的时间内，将整个酒店的收入转化为现金。保证所有发生的收入都记入系统内，避免收入的流失。编制每日收入报表及收入凭证，导入系统内。管理审计、应收团队成员。 1.       To maintaina high customer service focus by approaching your job with the customers alwaysin mind and being proactive in a timely manner towards their needs and requestsof customers. 始终使自己的工作以顾客为核心,积极主动及时地对待顾客的需要和要求。             2.       To have apositive impact, taking personal responsibility and initiative to resolveissues, always clearly communicating with both customers and colleagues. 承担个人责任并主动解决问题,清楚地与客户和同事沟通,以取得积极影响。 3.       To bemotivated and committed, approaching all tasks with enthusiasm and seizingopportunities to learn new  skills orknowledge in order to improve your personal performance. 自我激励和承诺,主动承担所有工作并抓住机会学习新的技能或知识,从而提高个人业绩。 4.       To beflexible, responding quickly and positively to changing requirements includingthe performance of any tasks requested of you. 对改变的要求能够灵活,快速并积极响应,包括要求的任何任务。 5.       To maintainhigh team focus by showing co-operation and support to colleagues in thepursuit of team goals. 通过展示对同事的合作和支持,以团队目标为追求,保持以团队为重点。 6.       Tocontribute ideas and suggestions to enhance operational/environmentalprocedures in the Hotel. 提供意见和建议,以提高酒店的运营/环境程序。 7.       To activelypromote the services and facilities of the Hilton Hotels to guests andsuppliers of the Hotel. 积极推销酒店的服务和设施给客人和酒店的供应商。 8.       To performall duties and responsibilities in a manner that ensures your safety and thatof others in your workplace. 执行所有义务和责任以确保工作中自身和他人安全。 9.       Tocontribute positively to Equilibrium and Esprit by providing both guests andfellow team-members with courteous, hassle-free service and by seeking toalways maintain a pleasant working environment. 通过积极的态度提供礼貌和无障碍服务给客人和下属员工,始终保持愉快的工作环境。 10.    Toconduct credit investigations so that an intelligent informed decision of acustomers credit worthiness, character and ability to pay may be ascertained tojustify extension of credit; 进行信用调查,根据顾客信用度,特性和支付能力做出信用给予的决定。 11.    Toensure the collection of accounts receivable is kept current and follow upclosely on over-aged accounts. 确保收取的应收帐款是当前的，密切追踪超龄应收款项。 12.    Tomaintain good relations with hotel customers including but not limited towholesalers, corporate clients, hotel guests, travel agents, tour operators,function organisers, airlines, government etc. 与酒店顾客维持良好关系,这些顾客包括并不限于批发商,企业客户,酒店客人,旅行社,旅游经营商,会议组织者,航空公司,政府部门等。 13.    Toreview supporting documents verifying the accuracy of the balance ofreceivables. 审查支持文件,核实应收余额的准确性。 14.    Torecommend the write off of uncollectible accounts only after a comprehensivepursuit of outstanding monies has taken place. 建议只有在全面地追讨拖欠款项后仍无收到的，才能注销不可回收的账户。 15.    Toreport immediately any unfavourable information received affecting a customer’scredit standing so that appropriate action may be taken. 应立刻报告影响顾客信贷的不良信息,以采取合理的行动。 16.    Toreport directly to the General Manager and/or Director of Finance on allmatters affecting credit and collection. 向总经理和/或财务总监直接报告所有影响信贷和收款的事宜。 17.    Ensurethat all credit application forms are approved and updated annually. 确认所有信贷申请表格每年被批准并更新。 18.    Tosupervise the activities of the credit staff in order to achieve an efficientand effective performance of each individuals duties and responsibilities. 管理信贷工作人员的活动,以确保每个人有效的工作业绩。 19.    Tomaintain an up to date Credit Manual and ensure that they are strictly adheredto and enforced. 保持最新的信贷手册,并确认他们被严格遵守和执行。 20.    Towork closely with the Accounts Receivable，CreditSupervisor and/ or Clerk to follow up on overdue accounts. 与应收帐款,信贷主管和/或文员密切合作,跟进逾期账户。 21.    Toensure that all collection calls have been made on a timely basis, documentedin writing and followed up on a monthly basis. 确保所有催款电话及时打出，书面记录,并每月跟进。 22.    Toschedule credit meetings at least once a month. 安排至少每月一次的信贷会议。 23.    Toensure that the number of debtor days outstanding is within the acceptablerange as stipulated in the policies and procedures manual. 确认债务人未偿还天数在政策和程序可以接受的范围内。 24.    Ensuresthat the month end processes are completed in a timely and accurate manner. 确保月末关账及时准确地完成。 25.    Preparesall supporting documentation for monthly allowances and monthly journalvouchers relating to the receivables ledger. 准备所有关于应收帐目的每月扣减和每月凭证的支持文件。 26.    Ensuresthe timely and accurate entry of all credits to the various accounts. 确保及时及准确的凭证贷计各帐户。. 27.    Handlesall customer queries in a timely and effective manner, using preventativerather than curative measures. 及时并有效地处理所有客户疑问,使用防止措施,而不是补救措施。 28.    Pro-activelyfollows up on any outstanding accounts to ensure the hotel is protected fromloss. 积极主动跟进所有拖欠账户,以防止酒店的损失。 29.    Preparesall necessary reports pertaining to accounts receivable. 准备有关部门应收帐户的所有必要报告。 30.    Alertsister hotels on bad debts accounts information to avoid losses might beincurred in other sister hotels 提醒姊妹酒店坏账客户名单，避免其他酒店遭受损失。 31.    Processesand controls all sundry payments made by credit card. 处理和控制各类信用卡付款。 32.    Maintainsan adequate and up to date filing system. 维护足够的并且最新的数据档案系统。 33.    Isflexible in relation to working hours, particularly around month end. 灵活的工作时间,特别是在月末。 34.    Handlesall requests and enquiries in a timely, efficient and friendly manner. 及时,有效,友好地处理所有要求和询问。 35.    Minimisesthe risks of accidents and workers compensation costs by ensuring the correctwork practises are used and that the area is safe from hazards. 确保正确的工作实践及该工作区域的安全不受危害,使得意外的风险和员工赔偿费用最小化。 36.    Toperform any additional tasks assigned to ensure that the hotel functionssmoothly. 执行一切额外的工作,以确保酒店职能顺利运作。 37.    Auditsthe daily revenue figures, supporting reports and vouchers. 审计每日收入数据，支持报告和凭证。 38.    Ensurethat Daily and Monthly revenue and settlement reconciliation is prepared on atimely basis. 确保每日及每月收入和付款及时调节. 39.    Ensurethat all revenue is captured and reported. 确保所有收入被记录和报告。 40.    Ensureall gifts or entertainment voucher are controlled as per the policy. 确保所有礼券或免费券根据政策得到控制。 41.    Reviewsall entertainment dockets and officers checks, ensuring that all are authorisedand signed and have appropriate level of detail. 审查所有宴请账单及高职用餐，以确保所有被授权和签署并有合理的解释。 42.    Checksthat complimentary rooms have been appropriately authorised. 检查免费房被合理批准。 43.    Auditsthe telephone interface report to ensure all telephone revenue has been posted. 审计电话自动挂账报告以确保所有电话收入已被挂账。 44.    Ensuresthe relevant Front Office & Outlet reports are printed, audited and filedin date order. 确保相关前台人员和零售点报告被打印，审计并按日期存档。 45.    Verifiestransactions posted in the daily report, including but not limited to creditcards, city ledger, crew allowances, paid outs, allowances & rebates,miscellaneous charges, voiding, car park revenues. 核对挂入每日报告中的交易，包括但不限于信用卡，城市分类帐，员工折扣，支出，折扣及减免，杂费，作废，停车场收入。 46.    Preparerebate and allowance summary and rebate journal. 准备折扣和减免汇总表及减免凭证。 47.    Reconcilecredit card charges between electronic credit card machine and Point of Salesystem on a daily basis. 在电子信用卡机和销售点系统之间每日调节信用卡收入。 48.    Preparesdaily revenue report for the Director of Finance/Financial Controller. 给财务总监准备每日收入报告。 49.    Ensurethat all concessionaires revenue are reconciled, and recorded accurately. 确保所有特许/租赁收入被调节，并被正确记录。 50.    Auditthe daily General Cashier’s Report. 审计每日总出纳员的报告。 51.    Checkthe Room Rate Discrepancy Report to ensure that all rate changes, upgrades etchave been properly authorised. 检查房价差异报告以确保所有价格变动，升级等被合理批准。 52.    Checkto ensure that the Room Status Discrepancy Report is printed twice daily and anyexceptions noted are reported.. 检查并确保每天两次打印房间差异报告，任何不合理差异需及时报告。 53.    Recordcashier overs/unders in the relevant reports and followed up with the OutletManagers or Front Office Manager. 在相关报告中记录收银员现金多余/不足，并同零售点经理或前台经理跟进相关事宜。 54.    Tofollow up on any discrepancies, incomplete work or missing information with therelevant departments. 与相关部门跟进一切差异，未完成的工作或丢失的信息。 55.    Ensureall paid out vouchers have proper authorisation, signatures and backup. 确保所有支出凭证拥有合理批准，签名和支持. 56.    Followup with Revenue/Reservation team to ensure that any no-show are reviewed andcharges made accordingly. 与收入/预订团队跟进，以确保任何放弃预订的项目被查阅并收费。 57.    Auditthe daily food & beverage report and verifying the cashier’s remittances tothe General Cashier’s Report. 审计每日餐饮报告并核对在总出纳员报告中出纳员的交款额。 58.    Ensurethat all restaurant and bar checks are properly accounted for. 确保所有餐厅和酒吧的账单被正确记账。 59.    Ensurethat all banquets and functions revenue is entered. 确保所有宴会收入被记入。 60.    Tobe fully conversant with the hotel Manual Contingency Plan in case of computersystem failure and ensure that all manual procedures are followed and adheredto. 在电脑系统出现故障全面熟悉酒店手工操作紧急计划，以确保所有手工处理程序遵照执行。 61.    Ensurethe accurate and timely input of data to the general ledger system. 确保将数据准确和及时地输入总分类帐系统。 62.    Maintainadequate and up to date files. 维护足够的最新的文档。 63.    Conductmonthly house float count. 进行每月备用金的盘点。 64.    Conductssafety deposit boxes audit. 进行前台保险箱的审计。 65.    Tohandle all requests and inquiries in a timely and efficient manner. 及时并有效地处理所有要求和询问。 66.    Minimisesthe risks of accidents and workers compensation costs by ensuring the correctwork practises are used and that the area is safe from hazards. 确保正确的工作实践及该工作区域的安全不受危害,使得意外的风险和员工赔偿费用最小化。