【岗位职责】 1、根据酒店的运营标准，随时对房间各项物品进行检查。 2、分配及指导员工工作，制定工作计划。 3、检查客房部的设施和管理，抽查及提升本部门整体工作质量及工作效率。 4、组织和培训部门工作流程及工作考评。 【岗位要求】 1、中专及以上学历，有3年以上客房管理工作经验。 2、熟悉客房部专业知识，熟练使用电脑。 3、具有组织协调能力、应变能力以及文字表达能力和信息管理能力。

【岗位职责】 1、负责处理宾客的问题和投诉。 2、负责酒店大堂的整体秩序管理，确保环境整洁、有序、符合酒店服务标准。 3、协调各部门资源，处理突发情况，确保服务流程顺畅，保障宾客入住舒服体验。 4、与住店宾客保持良好沟通以了解宾客之喜恶（喜好），协助宾客解决疑难事宜。 5、做好每日对住店宾客的电话拜访工作，搜集宾客意见并及时采取跟进措施与向上级反映。 【岗位要求】 1、大专及以上学历，有同岗位工作经验3年以上。 2、具有优秀的服务意识，团队协作精神以及良好的沟通、协调和应变能力。 3、注重细节，工作有责任心，敢于承担责任，执行力强。

1.根据工作标准、备料单及上级指示准备食物，协助厨师长培训员工 2.有员厨经验优先考虑 3.能吃苦耐劳

【岗位职责】 1、确保个人仪表和仪容符合酒店政策要求 2、使用吸尘器、扫帚、楼层清理器来清理地毯、家具等。 3、清洁房间、走道、大堂、客厅、洗手间、走廊、电梯、楼梯和衣帽间以及其它工作区域 4、及时向保卫部报告可疑人物 5、移动排放各种家具 6、使用手提抛光机为地面抛光，清扫楼梯以及酒店的外部区域 7、擦拭金属物质使变亮 9、清理公用卫生间 10、在需要的情况下能够在衣帽间工作 11、清理窗户 12、帮助地毯工铺设红地毯和洗涤地毯 13、将垃圾运到相应地点 14、完成公共区域主管交给的任务 【岗位要求】 1、身体健康，沟通良好。 2、能够承受工作压力 3、视力较好。

·    AIn the absence of aManager, conducts shift briefings to ensure hotel activities and operationalrequirements are known 在经理缺席时主持交接班说明会，确保员工了解酒店的活动和运营的要求。 ·    Endeavour to resolve allcomplaints during shift and logs all complaints in log book for further followup 在自己当班期间尽可能解决所有的投诉，并在工作日志中记录所有投诉以便进一步跟进的工作。 ·    Oversee theImplementation of standards as detailed in the departmental standards andprocedures manual 监督部门工作程序手册中列出的各项规范的贯彻执行。 ·    Enforce shift hand overprocedures 执行交接班程序。 ·    Enforce correct billpaying procedures 遵守正确的结账程序。 ·    Conduct effective shiftbriefings ensuring all staff are aware of VIPs, special occasions, dailyspecials; emphasis on up-selling certain products; etc 有效的进行交接班说明会，确保所有员工了解重要客人，特殊活动，每日特价，重点是推销某些产品等。 ·    Supervise cash handlingand banking procedures 监督现金的处理和存放程序。 ·    Prepare daily banking andcash flow reports 编制每日存款和流动资金报告。 ·    Establish and instructstaff in cash security procedures 制定并指导员工执行现金安全制度。 ·    Deal with irregularpayments 处理异常的付款情况。 ·    Supervise the maintenanceof service equipment 监督服务设备的维护保养。 ·    Monitor standards ofguest facilities and services 监督客用设施和服务的标准。 ·    Control stock and monitorsecurity procedures 控制存货和监督保安成序。 ·    Assist with menu and winelist creation 协助菜单和酒水单的设计工作。 ·    Supervise outlet service 监督餐厅的服务。 ·    Works with Superior onmanpower planning and management needs 和上级领导一起进行人力规划和管理需求。 ·    Works with Superior inthe preparation and management of the Department’s budget 和上级领导一起编制和管理部门预算。 ·    Share recommendations andguest comments to Chef and Food and Beverage Manager to reflect currentcustomer profile 与厨师和餐饮经理交流意见和客人的建议从而反应当前客人的情况。 ·    Manage special amenitiesand special events 特殊设施和活动的管理工作。 ·    Anticipate market changesand review operations when necessary 有效的预测市场的变化，并在必要时审评运营工作 ·    Up-sell propertyfacilities 推销酒店的设施。 ·    Actively pursue costsaving measures 积极的实行节约成本的措施。 ·    Recycle wherever possible 尽可能再利用能源。 ·    Manage wage and beveragecost 管理工资和饮料成本。 ·    Forecasting 进行预测工作。 ·    Stock control 有效的控制存货。 ·    Analyze statistics andchange your operations to reflect customer preferences 分析统计数据，按照客人的喜好改变运营方法。 ·    Mix your own shift hoursto ensure you know what is happening in your department at all times (ienights, days, week-ends and during the week, break, lunch and evening shifts) 混合自己的轮班时间确保随时了解部门内发生的事情(如夜班，白班，周末和周一至周五班，间休，午餐时间和晚班)。 ·    Make conversation toguests during their order and find out their likes and dislikes as well asbuilding rapport 在客人点餐时与客人交谈，发现客人的喜好，同时建立友善的关系。 ·    Other reasonable Ad hoctasks assigned by supervisor 其他由上级分配的合理任务 【岗位要求】 •对人、对服务和对酒店业拥有热情 •对富有挑战性的加速培养计划感到兴奋 •对学习及快速成长具有强烈渴望 •拥有卓越的领导力潜能以及关系构建能力 •能够自信地交流，具有上进心、主动务实并且善于应对挑战 •对于酒店运营（从规划宾客体验到了解营收驱动因素）感兴趣 •具备一定的英语表达能力（包括口语和书面语） •您必须有资格在当地工作（拥有居住许可证或护照）  拥有大学学历（大专及以上）

【岗位职责】 1、负责酒店消防系统的日常巡检、维护及管理工作，确保消防设施设备正常运行 2、制定并执行酒店消防安全管理制度及应急预案，定期组织消防演练 3、监督各部门消防安全工作落实情况，及时排查并消除火灾隐患 4、负责新员工消防安全培训，提高全员消防意识和应急处理能力 5、配合政府消防部门检查，及时整改存在的问题并做好相关记录 6、管理消防监控室值班工作，确保24小时有人值守并正确操作设备 7、建立完善的消防档案，包括设备台账、检查记录、维修记录等 【岗位要求】 1、持有有效的消防设施操作员证或建(构)筑物消防员资格证 2、熟悉消防法律法规及行业标准，了解酒店消防系统运作流程 3、具备较强的应急处理能力，能冷静应对突发火情 4、良好的沟通协调能力，能与各部门有效配合开展工作 5、工作认真负责，有较强的安全意识和风险防范意识 6、能适应倒班工作制，具备团队合作精神

【岗位职责】 1、负责开发并维护旅行社、商务客户及MICE（会议、奖励旅游、大型会议及展览）市场，完成酒店销售目标； 2、制定并执行销售计划，定期拜访客户，建立并维护长期合作关系； 3、分析市场趋势及竞争对手动态，提出有效的销售策略及建议； 4、协调酒店内部资源，确保客户需求得到高效落实，提升客户满意度； 5、参与酒店销售活动的策划与执行，包括展会、路演及客户推介会等； 6、及时跟进客户反馈，处理投诉及突发问题，确保服务质量； 7、完成销售报告及业绩分析，定期向上级汇报工作进展。 【岗位要求】 1、具备较强的市场开拓能力及客户管理经验，熟悉旅行社或商务客户销售流程者优先； 2、优秀的沟通、谈判及人际交往能力，能够独立完成客户开发与维护； 3、具备团队合作精神，能够协调跨部门合作，推动项目落地； 4、抗压能力强，适应快节奏工作环境，能够高效完成销售任务； 5、对酒店行业有热情，愿意长期在销售领域发展； 6、熟练使用办公软件（如Word、Excel、PPT等），具备基本数据分析能力； 7、能适应短期出差及灵活的工作时间安排。

【岗位职责】 1、负责行政楼层的日常运营管理，确保为VIP客人提供高品质的个性化服务 2、督导行政楼层员工执行标准化服务流程，定期进行服务质量检查与评估 3、处理行政楼层客人的特殊需求及投诉，及时解决服务过程中的各类问题 4、协调前台、客房、餐饮等部门，保障行政楼层服务的高效衔接 5、负责行政酒廊的餐食服务监管，确保食品卫生及出品质量达标 6、定期分析客户反馈数据，提出服务改进方案并推动实施 7、参与行政楼层服务人员的培训工作，提升团队专业服务水平 【岗位要求】 1、具备酒店管理或相关服务行业工作经验，有行政楼层/前厅部工作经验者优先 2、熟悉国际品牌酒店服务标准及运营流程，了解VIP客户服务规范 3、优秀的沟通协调能力，能妥善处理客户投诉及突发事件 4、具备较强的服务意识与团队管理能力，能有效激励下属 5、流利的普通话表达能力，基础英语沟通能力 6、能适应倒班工作制，具备较强的工作抗压能力 7、仪表端正，举止得体，符合酒店行业职业形象要求

欢迎客人，并领位帮助客人点菜 仔细检查点菜单，并正确上菜 按照规定，将点菜单纪录 按照原则收银，准备所有的必要的点菜单附属品 按照原则，服务每一样被点到的食物和饮料 执行由你的上司所指示委派的所有任务

餐前准备： 负责开业前的准备工作，包括整理台布、餐具、器皿的摆放，确保用餐区域整洁优雅。 迎宾接待： 热情、礼貌地问候并引导客人入座，递上菜单并提供初始水服务。 点单服务： 熟悉菜单（包括菜品、酒水、特色推荐），为客人提供专业的点餐建议，准确无误地录入订单。 菜品酒水传送： 准确将厨房出品及酒吧饮品送至对应客人的餐桌，并熟悉服务流程（如确认菜品、提示用餐小心等）。 用餐服务： 时刻关注所负责区域客人的用餐情况，及时响应客人的需求（如添加水、酒、更换餐具等），确保服务及时周到。 结账收银： 为客人提供准确的账单，处理现金、刷卡等结账事宜。 餐后整理： 客人离店后，迅速、高效地清理餐桌，并重新布置，为迎接下一批客人做好准备。 团队协作： 与厨房、吧台及其他服务人员保持良好沟通，共同确保餐厅运营顺畅。 任职要求： 经验： 有西餐厅或高端餐饮服务经验者优先，无经验但愿意学习、形象气质佳者也可培训上岗。 能力：具备良好的沟通表达能力和出色的客户服务意识。 具备团队合作精神，能适应高效的工作环境。 学习能力强，能快速掌握菜单知识和服务流程。 能承受一定的工作压力，具备处理突发状况的应变能力。 形象： 五官端正，举止得体，热情大方。（通常要求身高：女156cm以上，男170cm以上，可根据实际情况调整） 时间： 能适应排班制工作（包括晚班、周末及节假日）。 其他： 身体健康，持有有效健康证。

岗位职责 确保执行酒店政策方针和公司的品牌标准。 对于认可的员工实施培训课程，进行全体员工的培训和评估他们的能力 提前意识到缺少服务标准的对客服务并及时制定发展计划，跟踪和执行改变 在工作中和下属员工沟通，维护已确定的政策和方针。 在用餐期间确保及时纠正错误的餐位。 保持操作台的干净和整齐。 和厨房保持有效的沟通。 为团队准备培训课题。 在培训中借助餐厅经理。 良好的工作氛围和下属员工良好的工作关系。 在团队中展现个人精神和严守时间。 问候客人，处理评论和问题，无论何时都要在用餐中提高销售关注收入。 向客人推荐菜单的食品和酒水，适当的为客人点单和服务食品和酒水。 维护良好的客户关系和提高个人的修养。 依据库存的要求来采购物品。 准备每周排班。 在经理缺席期间负责运营。 接受餐厅经理安排的其它工作。 为客人服务酒水和食品。 提出好的主意和建议在设计菜单和食品促销的时候。 实施培训课程和时间表格。 全面的食品和酒水知识。 熟练运用客人维护技能。 领导素能。 岗位要求 全面的餐饮服务经验和时尚的管理主义。 至少1年的餐饮运营经验。 至少1年以上的同岗位工作经验。 良好的运营和管理技能。 良好的仪容仪表。 积极主动。 团队有良好的沟通才能，监督和刺激员工的积极性。 良好的英文书面和口语能力。

Greets andregisters guests , providing prompt and courteous service .Check in / out ofguests . Resolves guest challenges throughout their stay in our hotel .upgrades guests as required . Promotes hotel services . 热情友好的问候客人，确保提供高效一致的服务。对入住期间的各种需求和问题予以快速解决，销售酒店各项产品确保利润最大化。 1.        Completes the registration process by inputting andretrieving information from a computer system , confirming pertinentinformation including number of guests and room rate . Makes appropriateselection of rooms based on guest needs . Codes electronic keys . Non –verballyconfirms the room number and rate . Promotes and administers Hilton Marketingprograms such as Hilton Honors , for arriving guests . Ensures guests knowslocation of room , containing room keys , tokens of our appreciation ,gifts ,etc ,to guest . 根据预订优质快速的为客人办理入住手续，确认相关信息，如:房价，人数等，依客人喜好予以排房。向客人介绍酒店各种宣传促销活动及推销希尔顿荣誉客会给非会员，吸引新会员的加入。指引去房间的方向并解释房卡的使用方法，向客人分发礼物等。 2.        Ensures rooms and services are correctly accountedfor within guest statement Properly accounts for service provided by the hotel. Assists guests with check out payments or charges . Accepts and recordsvouchers , credit, traveler’s checks , and other forms of payment , convertsforeign currency at current posted rates . 确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结帐手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。 3.        Greets customers immediately with a friendly andsincere welcome . Uses a positive and clear speaking voice , listens tounderstands requests , responds with appropriate action and provide accurateinformation such on outlet hours , special VIP programs , events , etc . 热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。 4.        Receives special requests from guests , andresponds appropriately or forwards requests to appropriate team members fordecisions and actions. 积极解决客人的问题，对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。 5.        Promptly answers the telephone and email inquires .inputs messages into the computer and advises other team members of specialguest needs . retrieves messages and communicates the content to the guest .Retrieves mail , packages and facsimiles or other special items for customersas requested . 礼貌的接听所有来电，及时恰当的应客人要求处理各种邮件、传真及转交物品。 6.        Fields guest complaints , conducting thoroughresearch to develop the most effective solutions and negotiate results. Listensand extends assistance in order to resolve problems. 倾听，成着冷静的应对和处理各类客人投诉。 7.        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。 8.        Actively takes part in training where and whenrequired, attending formal training sessions and on the job training to ensurestandards and develop skills and abilities. 积极参加所需的各种培训，提高工作能力。 9.        Takes an active role in the front desk team,ensuring effective communication and working as a team in order to reach goalsand targets. 在前台的团队中起到积极作用，有效的沟通，确保达到目标。 10.     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。 11.     Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Hiltonhonors Number enquired, and method of payment secured. 依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会会员号，确保入住登记表的完整性及付款方式安全有效。 12.     Handlescomplaints promptly and efficiently, taking the necessary action, and informingthe Duty Manager or Guest Relations Manager for follow up, where appropriate.Follows up with all guests to ensure satisfaction with problem resolution. 采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。 13.     Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted 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。 14.     Ensuresthat VIP guests are treated personally and recognized as an individual. 确保VIP客人个性化服务待遇。 15.     Liaiseswith Sales, Reservations and the Business Development team to handle corporateguests. 协助销售，预定和业务发展团队为公司客人提供服务。 16.     PromotesHilton honors and its associated benefits to guests who are not alreadyenrolled in the program. Ensures that existing Hilton honors members receivepersonal and professional service that recognizes them as important guests andthat 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。 17.     Ensuresa prompt and efficient departure, by settling guests accounts as per billingand reservation instructions and ensuring that all guests folios are correct. 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。 18.     Inputsinformation in to ONQ regarding guests, ensuring accuracy and that all detailsare completed and that the information can be clearly understood by other teammembers. 将准确完整的信息录入酒店管理系统，以便大家分享。 19.     Ensuresthat guests profiles and information is input in to the Police Report system ina 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。 20.     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. 遵循希尔顿品牌标准。 21.     Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton, MEAP & other properties in China. 掌握希尔顿酒店集团的基本概况。 22.     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。 23.     Effectivelycommunicates, coordinates and cooperates with Housekeeping, F&B,Engineering and  IT. 与餐饮部，客房部，工程部，IT等进行有效的沟通合作。 24.     Reportsproblems with hotel systems, hardware or facilities to the appropriate partyand 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。 25.     Ensuresthat the Guest Service Manager is kept aware and up to date of operationalissues. 汇报最新的工作进展，确保宾客关系经理对部门营运状况的了解。 26.     Passeson information effectively, ensuring that all necessary details arecommunicated to the intended person and that any pending action is completedand 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。 27.     Ensuresthat the day-to-day functions of the front desk are completed. Including butnot limited to checklist, trace reports, credit limit checks, and onlineback-up. 确保完成行前台每日的任务，其中包括但不仅限于工作的监督，房间分配，报告，信用       额度核对，电脑数据备份及主帐的核对等。 28.     ChecksRegistration cards, meeting and function information, billing instructions, andreservation backup to ensure that all information received is actionedaccordingly. 核对入住登记表，会议及活动信息，预订备份等。 29.     Ensuresthat front desk stock is managed and not wasted, maintaining costs where able. 节约成本，确保存货不浪费。 30.     Keepsup 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。 31.     Adheresto the hotel selling strategy of Demand Based Pricing and maintains rateintegrity by offering clear, transparent, and value for money rates to guests. 根据价格要求向客人提供相应的物品。 32.     Complieswith Health & Safety, Emergency Management, disaster Manual, and Fireprocedures and regulations. Takes part in the fire team when and wheredirected. 按照健康安全， 危机管理部门，灾难处理方法，救火程序执行。必要的时候加入救火。 33.     Adheresstrictly to standard cash handling procedures, ensuring to balance float anddrop the required amount. Manages cash, credit card, city ledger, voucher andall 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。 34.     Adheresto the company credit policy at all times when handling cash, credit cardtransactions, city ledger, providing currency exchange services, and thirdparty payments for rooms, meetings, F&B and any other charges that may beincurred by guests. 收取现金，信用卡，代金券，兑换外币或第三方付费等服务时要严格遵守酒店规定。 35.     Providessafety deposit boxes to guests, ensuring that guests valuables are safe andsecure at all times. 为客人提供保险箱，保证他们的财物安全。 36.     Followsup on outstanding accounts to ensure no loss of revenue and secures method ofpayment for upcoming reservations. 跟进担保预订及付款方式，确保酒店收入。 37.     Maintainsthe efficiency of departure by checking all guests folios to ensure accuracy ofcharges. 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。 38.     Upsellsrooms to higher room and rate categories, ensuring the maximum revenuegeneration from each guest. 从促销客房转至高级客房，确保在每个客人身上获得最大利润。 39.     Maintainsawareness of sales opportunities within the hotel, maximizing revenue in anethical and responsible manner, ensuring the guests receive value for money andadhering 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.    Attempt to communicate with guest in guest’s nativelanguage , if applicable . 如有可能用客人的母语与其交流。 41.     Carries out any other reasonable duties and responsibilities asassigned. 完成任何其他合理的职责和被指派的职责。 42.     Familiarwith Business Center service skills like printing, typing, scaning and so on. 熟悉商务中心服务技能如打印，打字服务，扫描等. 43.     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。

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。

1.      Verify and check all daily operating checklists andoperating forms 检查每天工作日程。 2.      Verify and maintain equipment inventories. Select,store, and issue equipment as needed. 核实和确保所有设备的 存货情况。 3.      Attend daily roll call and monthly meeting, takenotes and necessary action and distribute all information to fellow sectionteam members concern 参加月例会，与其他部门的成员一样，明确所有部门内下达的要求，分配的工作。 4.      Update and input all necessary reports, fitnessassessment, orientation workouts, pre plan programs into the necessary forms,folders and cabinets. 将必要的报表，健身评估，健身计划等更新并存档到相应的文件夹。 5.      Assist and help anymembers or guests that requires any assistant in the gym or aerobic studio. 指导和帮助员工或者在健身房内任何有需要的客人。 6.      Attend to all walk invisitors, guests and telephone calls or inquires. 及时给予客人或者电话咨询者给予任何帮助活和需求。 7.      Handle all members orguest who breaks our rules and regulations of the club or membership. 对任何员工或者客人在工作区域有违反规定的行为给予管制。 8.      Handle reservationsregarding fitness assessment etc.… 根据健身中心的情况， 掌控预定的情况。 9.      Handle all operatingequipment, accessories, towels, etc.… 对一切设备，附件， 或者毛巾的 使用等等， 进行负责。 10.  Check and maintain thecleanliness of all equipment on a daily basis. 保证日常设备使用的清洁度。 11.  Report to your immediatesupervisor or manager regarding any issues 如遇任何问题 ， 请向所造主管或者经理报告。 12.  Co-operate with fellowteam members and assist in any way. 与组员团结合作， 共同进退。 13.   Daily communication between your section andother section regarding work related issues. 根据相关工作中的问题， 各部门之间要做好沟通。 14.   Supervises personnel, which typically includes recommendations for hiring,firing, performance evaluation, training, work allocation, and problemresolution. 主管自身要以身作则，要对员工的雇佣， 培训， 工作表现和问题的解决给予自己的建议。 15.   Develops and delivers a range of health, fitness, safety, CPR, and firstaid courses to clients and staffs. 不断提高自身和加强学习，关于健身和急救的相关的知识，同时在工作中告诉给客人或者员工。 16.   Develops record keeping procedures and manages appropriate departmentrecords in accordance with applicable regulations, policies, and standards. 对相关的管理和对部门相关管理的记录， 要全部符合国家的政策， 法规和标准要求。 17.  To schedule the staff on their workstations andassign specific tasks of the daily workload. 布置员工的工作岗位， 如有特殊工作安排， 要标明出来。 18.  To complete all monthly reports on time. 要及时完成每月的报告。 19.  To observe and evaluate staff on a regular basisand assist them in any way possible. 对员工的相关工作是否符合规定要进行观察和评估，必要时候要给予帮助。 20.  To co-operate with Senior Consultant on reservationand sales inquiries matters. 对一些预定和销售， 要和高级销售顾问， 合作协商。 21.   Abide by the Lifestyle & Hotel code ofconduct. 遵守酒店日常行为准则。 22.   Analyses, evaluates and improves personalperformance on a continual basis. 分析， 评估，和提高自我的行为操守。 23.  Refer to the report schedule and follow up withrelevant section supervisors, ensuring all reports are updated and handed tothe manager on time. 结合其他部门主管的相关信息， 将部门的工作信息报告给部门经理。 24.  Coordinates and oversees the implementation andoperation of programs, including locating, programming, and scheduling of staffand facilities, and procuring equipment and materials. 对项目的操作和管理要及时调整，不断监察，包括位置，项目的内容， 员工， 设备，以及对设备和材料的购置状况。 25.  Manage and upkeep theclub and your section equipment and operating supplies. 管理本部门运营情况，包括部门的设备和供给。 26.  To monitor customer feedback and advise themanagement where necessary. 关注客户的反馈， 必要的时候提出相关意见。 27.  All information and materials are strictlyconfidential; YOU are not allowed to divulge any confidential information,which might cause detrimental effect to the company business.        所有信息， 资料， 要保密， 不允许擅自将资料和信息泄漏出去，对酒店造成不良影响。 28.  Perform other related duties and special projects.  根据工作需要，履行其它的工作职责和特殊的任务。

Provideguidance and leadership as the Executive Lounge Supervisor and ensureconsistent quality of customer service is provided to all guests in accordancewith by Hilton standard. 管理行政酒廊，对日常工作予以指导，为宾客提供一致高效的服务。 1.        Observe performanceand encourage improvement. Monitor Executive Lounge traffic to make team memberingadjustments accordingly. 关注员工的表现并给予激励。维持行政酒廊的秩序，根据需求进行人员调配。 2.        Manage ExecutiveLounge operations by completing a checklist of important daily tasks,determining room and rate availability and making decisions that are in thebest interest of the hotel. Assist Guest Service Agents, Operators, BellAttendants and other departments with any questions or requests. 监督行政酒廊的运转，日常工作的完成，争取利润最大化。在前台接待，康莱德服务中心接线员，行李员及其他部门有需要时予以协助。 3.        Resolvecustomer complaints by conducting thorough research of the situation and themost effective resolution. Authorize revenue allowances to remedy problems onlyafter alternative solutions have been offered. 在彻底了解事件发生经过的情况下解决客人投诉，在对提供多种解决方案仍无法解决投诉的情况下予以一定的收益补偿。 4.        Prepare andconduct daily pre-shift meetings, communicate effectively with all team memberand provide them with any information necessary to provide guest service inaccordance with Hilton standards. 主持日常例会，及时将希尔顿服务标准，对客服务的相关信息做有效传递。 5.        Monitorperformance of team member with performance evaluations and discipline issues.Make recommendations for training related issues when inconsistencies developat the Executive Lounge  Desk. Regularattendance in conformance with the standards, which may be established byHilton from time to time, is essential to the successful performance of thisposition. Dueto the cyclical nature of the hospitality industry, employees maybe required to work varying schedules to reflect the business needs of thehotel. 对员工表现作出评估，不足之处予以指出并给予恰当培训。在团队中起到表率作用，能应酒店需求调整工作时间。      6.        Supportsand motivates front desk team members by leading by example and employingcompetent and consistent management practices. 通过训练及一致的管理，领导和激励团队员工。 7.        Activelytakes part in training the team, supporting and leading formal trainingsessions and focusing on the job training to ensure that all team members areof 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.        Actsas a coach and mentor to team members, reinforcing standards and expectationsand motivating 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。 9.        Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam 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.    Isinvolved with the development of high potential team members to ensure that allteam 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.    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。 12.    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。        13.    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-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Hiltonhonors and Frequent 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。 15.    Ensuringthat guests are escorted to their room that 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。 16.    Handlescomplaints promptly and efficiently, taking the necessary action, and informingthe Guest Relations Manager or Guest Service Manager for follow up, whereappropriate. Follows up with all guests to ensure satisfaction with problemresolution. 采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。 17.    Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted 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.    Actsas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized as an individual. 作为第一个VIP客人接待的部门，要确保客人得到个性化服务。 19.    Liaiseswith Sales, Reservations and the Business Development team to handle corporate. 协销售，预定和业务发展团队共同为公司客人提供服务。 20.    PromotesHilton honors and its associated benefits to guests who are not alreadyenrolled in the program. Ensures that existing Hilton honors members receivepersonal and professional service that recognizes them as important guests andthat 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.    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.    Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way for the whole shift. 确保所有宾客档案信息及时准确录入公安申报系统。 23.    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. 遵循希尔顿品牌标准。 24.    Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton, MEAP & other properties in China. 掌握希尔顿酒店集团的基本概况。 25.    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。 26.    Ensurescommunication, coordination and cooperation between the front desk and other operatingdepartments, 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。 27.    Preparesthe Executive Lounge  for F&Bservice, monitoring service and preparation areas to ensure cleanliness andpresentation standards. Meets and greets regular and normal guests during theservice, ensuring satisfaction. 为行政酒廊提供餐饮服务，监督管理使行政酒廊随时都处于最佳状态。问候行政酒廊的客人和常客确保客户满意度。 28.    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。 29.    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。 30.    Ensuresthat the Executive Lounge Manager and FOM are kept aware and up to date ofoperational issues. 汇报最新的工作进展，确保行政酒廊经理，前厅经理对整个部门营运状况的了解。 31.    Ensuresthat the day-to-day functions of the Executive Lounge arecompleted. Including but not limited checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters,Discount and rate discrepancies, and registration cards. 确保完成行政酒廊每日的任务，其中包括但不仅仅限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主帐的核对等。 32.    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。  33.    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。 34.    Ensuresthat the front desk is kept stocked and maintained with requisitions and thatpar levels are maintained and stock tracked. 节约成本，确保存货不浪费。 35.    Keepsup to date and aware of competitor activities in order to be proactive andcreate market advantage. 警惕商业竞争行为，促进积极的市场发展。 36.    Adheresto the hotel selling strategy of Demand Based Pricing and maintains rateintegrity 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。 37.    Complieswith Health & Safety, Emergency Management, disaster Manual, and Fireprocedures and regulations. In the absence of the Guest Relations Manager, is apart 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。在宾客关系经理不在场的情况下，参与救助行动。   38.    Adheresstrictly to standard cash handling procedures amongst team members, ensuringthat all team members balance their float and drop the required amount. 严格遵守现金收付手续，确保所有行政酒廊接待的现金帐目准确无误，收支平衡。 39.    Adheresto the company credit policy at all times when handling cash, credit cardtransactions, city ledger, providing currency exchange services, LPO and thirdparty payments for rooms, meetings, F&B and any other charges that may beincurred 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。 40.    Maintainssafety deposit boxes, ensuring that guests valuables are safe and secure at alltimes. 为客人提供保险箱，保证他们的财物安全。 41.    Followsup on outstanding accounts to ensure no loss of revenue and secures method ofpayment for upcoming reservations. 跟进担保预订及付款方式，确保酒店收入。 42.    Maintainsthe efficiency of departure by checking all guests folios to ensure accuracy ofcharges. 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。 43.    Managescosts effectively by minimizing and controlling expenses. 控制花费，节约成本。 44.    Maintainsawareness of sales opportunities within the hotel, maximizing revenue in anethical and responsible manner, ensuring the guests receive value for money andadhering 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。 45.    Complete daily checklistsof duties, to assure that appropriate reports are filed, and use analysis andjudgment skills when preparing room discrepancy report. 按程序完成日常工作，准备报表，对房价差异报表予以分析。 46.     PreRegister all VIP’s and Hilton Hhonors Reservations so that the rooms may be inspected, andat the same time to ensure amenities are delivered to the correct  Rooms. 做好VIP和希尔顿会员抵店前的准备工作，确保VIP礼物的及时摆放。 47.     Preparedaily forecast of expected arrivals and departures using analysis and judgmentskills. 对已有数据进行分析整理，做好预抵和预离的报表。 48.     Operationof office equipment such as facsimile and photocopier as needed. 对行政酒廊的设施设备和文具用品予以管理，如传真机，影印机等。 49.     Respondpromptly to guest requests for a supervisor of manager. 对客人的合理要求予以快速恰当的反馈。 50.    The managementreserves the right to change / extend this job description if necessary at anypoint 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。 51.    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。

【岗位职责】 1、负责做好设备检修及“三级保养”工作。 2、安排检修业务工作，及时协调机修各工种之间技术业务工作。 3、督促机修工熟悉使用和保管好各种维修机械和维修工具。 4、掌握各种主要设备的备品备件情况，合理控制使用，适时编制申购计划，保证设备维修的需要。 5、配合有关部门做好机修工的技术培训和特殊工种的定期复证工作。 6、带领教育机修工树立为前台服务思想，要做到人走场地清，不沾污地面、墙面和其他部位。 【岗位要求】 1、高中以上学历。有同岗位工作经验1年以上。 2、熟悉各种机械设备的性能，掌握设备的维修和排除故障的专业知识，熟悉各各机械设备的工作规程和制度。 3、取得机械维修工上岗证书。 4、机械设备运行、操作、保养、维修管理能力。 5、语言表达能力可以，能书写一般工作报告。

【岗位职责】 1、负责客房部的日常运营管理，确保客房清洁、布草更换、物品补充等工作高效有序进行； 2、制定并执行客房服务标准及流程，监督员工操作规范，提升服务质量； 3、定期检查客房卫生、设施设备状况，及时反馈维修需求并跟进处理； 4、负责客房部员工排班、培训及绩效考核，优化团队工作效率； 5、处理客人投诉及特殊需求，提供个性化服务，提升客户满意度； 6、控制客房用品及清洁耗材的库存，合理控制成本； 7、与其他部门（如前厅、工程、安保等）保持良好沟通，确保协作顺畅。 【岗位要求】 1、年龄25-40岁，身体健康，形象端正； 2、3年以上酒店客房管理工作经验，熟悉客房服务流程及标准； 3、具备较强的团队管理能力，能有效调动员工积极性； 4、注重细节，责任心强，能承受一定工作压力； 5、良好的沟通协调能力，善于处理突发事件；

岗位职责 1、负责酒店计算机管理系统，确保系统正常运行； 2、负责及时解决电脑系统中出现的故障和问题； 3、制定电脑室管理条例及在酒店紧急状态下的应急措施等，督导属下人员认真执行； 4、检查酒店电脑系统数据备份，确保数据的安全和有效的保存；设立酒店电脑系统的档案，并负责档案的管理； 5、掌握电脑业的发展动态，为酒店电脑系统的管理提出有效的建议等。 岗位要求 1、大专及以上学历； 2、熟知酒店各项电脑管理系统原理； 3、秉公办事，坚持原则，不断创新，工作细致、严谨，具有较强的工作热情和责任感； 4、一定的组织管理协调能力。

职位描述 【岗位职责】 1、协助部门负责人管理客房整体经营和运作；分配督导员工工作，制定工作计划。 2、确保部门成本及各项费用，得以良好的控制。 3、根据酒店的运营标准，随时对房间和设施设备及各项物品进行检查。 4、检查客房部的设施和管理，抽查及提升本部门整体工作质量及工作效率。 【岗位要求】 1、有2年以上同星级客房管理工作经验。 2、熟悉客房部专业知识，熟练使用电脑，持有客房部经理上岗证或资格证书。 3、掌握熟悉客房管理、服务流程和质量标准。 4、具有组织协调能力、应变能力、经营能力以及文字表达能力和信息管理能力。

【岗位职责】 1、负责餐厅日常运营管理，确保服务流程顺畅，提升顾客用餐体验； 2、监督和指导服务员的工作，确保服务标准与操作规范得到严格执行； 3、协助处理顾客投诉及突发事件，及时解决问题并反馈至上级； 4、负责餐厅开餐前的准备工作及收餐后的检查工作，确保设施设备完好、卫生达标； 5、定期对服务员进行业务培训，提升团队服务技能与效率； 6、完成上级交办的其他工作任务。 【岗位要求】 1、具备良好的服务意识与沟通能力，能够妥善处理顾客需求； 2、熟悉餐厅服务流程及标准，具备较强的执行能力； 3、工作细致认真，责任心强，能适应高强度工作环境； 4、具备基础的电脑操作能力，能熟练使用办公软件； 5、有酒店或餐饮行业相关经验者优先，可接受晋升。

岗位职责 1、根据各餐厅餐具的盘点情况，负责于采购部门沟通，提出器具购置计划，保证及时补充餐具用具。 2、检查和管理各点餐具的使用情况，分析造成损耗的原因，提出降低损耗的建议。 3、负责安排管事部员工的工作班次。 4、负责做好餐具用具的保管、发放、回收工作，负责厨房区域的环境卫生。 5、负责对下属员工的考勤考核工作，督导员工做好安全工作。 岗位要求 1、有较强的责任心,工作认真踏实。 2、熟悉各种餐具用具的牌号、产地、特性及价格，懂得餐具用具的分类和保管方法。 3、熟悉各种洗涤剂和清洁剂的使用方法，熟悉常用的餐具洗涤设备及其操作方法，了解它们的维修保养方法。

【岗位职责】 检查每日活动订单和工作日志对所有活动和临时更改做到了如指掌。 带领并指导团队成员对库存物品和各种设备设施进行管理级盘点。 带领并指导团队成员摆台。 配合宴会经理及副经理协调宴会活动。 检查员工到岗情况。 帮助员工不断提高和发展。 问候客人，并和客人从头至尾沟通活动细节，且适时提出合理化建议。 向工程部递交工程维修单。 工作结束后检查宴会所有区域，确保厅房和各种设备设施的正确摆放并干净整 洁。 告知所有团队成员有关活动细节。督促工作并按高标准执行 负责培训及督促所有员工参加培训活动。 能为各种活动做好台型图及设备方面的准备。 在活动开始前为宴会成员分配工作。 能够高效完成所有正当活动需求。 能够胜任所有班次及经理安排的工作。 能够处理和准备临时工申请。 负责接管在副经理或领班不在时的所有工作。 全面掌握各种类型活动的摆台方法。 填写工作日志给经理审批。记录合理化建议以备改进。 【岗位要求】 有上进心。 可以流利的用英语沟通。 可以独立的完成工作。 最少2年的宴会主管工作经验。 具有中西餐宴会服务知识。