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. Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. 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 Labor 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, HHonours 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. 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 Relations Manager or Guest Service 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。
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 and liaison 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 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. 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.
确保宾客档案信息及时录入公安申报系统。
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。
