职位描述：
关注员工的表现并给予激励。维持行政楼层的秩序，根据需求进行人员调配。
监督行政楼层的运转，日常工作的完成，争取利润最大化。在前台接待，客服中心及其他部门有需要时予以协助。
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。
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。
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。
通过训练及一致的管理，领导和激励团队员工。
积极地参加职业培训,让员工保持水平一致。
做队员的导师，提高员工水平，促进他们完成所设立的目标。
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。
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。
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。
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。
为顾客提供热情周到的服务，有宾至如归感。
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。
将客人送至客房，介绍客房布局，确保行李及时送达。
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。
维护顾客档案和信息，确保预订的有效性和准确性。
作为第一个VIP客人接待的部门，要确保他们的个性化服务。
协销售，预定和业务发展团队共同为公司客人提供服务。
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。
按照客人的预定或喜好安排房间，并做详细目录管理。
确保宾客档案信息及时录入公安申报系统。
遵循希尔顿品牌标准。
掌握希尔顿酒店集团的基本概况。
岗位要求：
高中及以上学历
至少2年在五星级品牌酒店相同岗位工作经历。
较强的沟通及组织协调能力
强烈的责任感及自我激励能力。
能在强压下胜任工作。
会说基本英语口语。
熟练电脑系统操作优先考虑
Position Summary:
Observe performance of team members and encourage improvements.
Monitor the Executive Floor traffic to make team membering adjustments accordingly.
Manage Executive Lounge operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
Resolve customer complaints by conducting thorough research of the situation and using the most effective resolution.
Authorize revenue allowances to resolve problems only after alternative solutions have been offered.
Prepare and conduct daily pre-shift meetings, communicate effectively with all team members and provide them with any information necessary to provide guest service in accordance with Hilton brand standards.
Monitor performance of team members with performance evaluations and take disciplinary actions when required.
Make recommendations for training related issues when inconsistencies develop at the Executive Floor Desk.
Maintain regular attendance in conformance with the standards, which may be established by Hilton from time to time.
Work varying schedules to reflect the business needs of the hotel, due to the cyclical nature of the hospitality industry.
Support and motivate Front Desk team members by leading by example and employing competent and consistent management practices.
Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job trainings to ensure that all team members are of the same standard.
Attends trainings where and when required.
Act as a coach and mentor to team members, reinforcing standards, expectations and motivating team members to strive for established targets.
Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines.
Be 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 careers.
Contribute 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.
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 jobs and that they know what is expected of them.
Ensure guests feel expected and immediately “at-home” when they arrive.
Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired about, and method of payment is secured.
Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.
Follow-up with all guests to ensure satisfaction with problem resolutions.
Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program. Ensure that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
Allocate rooms in accordance to guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
Ensure that guests’ profiles and information are input into the Police Report system in a timely and accurate way.
Apply 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.
Knowledgeable of the hotels’ facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
Job requirements:
High School degree.
Minimum of 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
Good communication, organization and coordination skills.
Team player with a strong sense of responsibility and self-motivation.
Able to maintain excellent relations with team members.
Able to work under great physical and mental pressures.
Understand basic spoken English.
Familiar with computer systems preferred.
