【职位描述】
1. Communicate effectively both orally andin writing to provide clear direction to staff. Observes performance andencourages improvement. Interview, select, train, supervise, evaluate, counseland administer disciplinary procedures for Executive Lounge staff. MonitorsFront Desk traffic and makes staffing adjustment 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、管理行政酒廊的所有员工。维持前台的秩序，根据需求进行人员调配。
2. Reviews ensures proper handling of VIPsand groups. Administers amenity orders and resumes for incoming guests. Updatesystem by inputting inventory and non-inventory groups. Monitors specialreservation requests handling and oversees rate changes on in-house guests.
关注有特殊要求的预订，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. Computes daily payroll, schedules, andother reports. Analyzes data and makes decisions based on prior experiences andknowledge of circumstances to prepare daily and weekly forecast of expectedarrivals and departures.
估算每日薪酬，进程表及相关报表。根据之前的经验及详细预订情况对数据进行分析,预测每周及每日的预抵和预离。
4. Manages Front Desk staff, resolves guest concerns, and implements resolutionsby using discretion and judgment .
管理前台员工，运用敏锐的判断力和决断力解决客户的问题。
5. Leads and motivates team members byleading 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。
6. Actively takes part in training theteam, facilitating formal training sessions and on the job training to ensurethat all team members are of the same standard. Also attends training where andwhen required。
积极地参加职业培训,让员工保持水平一致。
7. Acts as a coach and mentor to teammembers, reinforcing standards and expectations and motivating team members tostrive 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。
8. 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。
9. Conducts PDR, 1:1 meetings throughoutthe year, ensuring that the feedback given to team members is fair, unbiasedand provides a platform for continued improvement, according to the Hiltonstandards.
根据希尔顿绩效评估标准，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。
10. Is involved with succession planningand development of high potential team members to ensure that all team membersare 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. Responsible for the smooth inductionand facilitation of training for new team members, ensuring that they aretrained to the minimum level standard and that they can competently completetheir 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。
12. Creating a warm and welcoming arrivalfor guests, ensuring that they feel expected and immediately “at-home” whenthey arrive.
为顾客提供热情周到的服务，有宾至如归感。
13. Checking-in guests in accordance withtheir reservation details, ensuring that the registration card is completed,reservation information confirmed, HHonours and Frequent Flyer Number enquiredabout, 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。
14. Handles complaints promptly andefficiently, taking the necessary action, and informing the Guest ServiceManager for follow up, where appropriate. Follow 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，适当的时候告知宾客服务经理。回访客人，确保客人对解决方法满意。
15. Maintains awareness of guest’s profileand specific preferences, ensuring that they are acted upon for eachreservation.
维护顾客档案和信息，确保预订的有效性和准确性。
16. Coordinates with Room Service toarrange in-room amenity set-ups according to VIP level and for specialoccasions – ie. Birthday and Honeymoon.
为VIP客人或特殊场合安排活动，例如：过生日和度蜜月的宾客。
17. Liaises with Sales, Reservations andthe Business Development team to handle corporate guests.
协助销售、预定和商业发展团队共同为客人提供服务。
18. Promotes HHonours and its associatedbenefits to guests who are not already enrolled in the program. Ensures thatexisting HHonours members receive personal and professional service thatrecognizes 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。
18. Applies Hilton Brand Standards in eachand every action, acting as a role model and example of how the standardsshould be carried out in a practical setting.
遵循希尔顿品牌标准。
19. Ensures communication, coordination andcooperation between the other operating departments, specifically Housekeeping,F&B and Accounts
确保和其他部门间的有效沟通交流，特别是客房部、餐饮部和财务等。
20. Preparation areas to ensure cleanlinessand presentation standards. Meets and greets regular and normal guests duringthe service, ensuring satisfaction.
监督管理使前台随时都处于最佳状态。问候客人和常客确保客户满意度。
21. Pass on information effectively,ensuring that all necessary details are communicated to the intended person andthat any pending action is completed and guest satisfaction confirmed. Attendsdaily briefings, shift handovers, meetings and reads the log book on a dailybasis.
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。
22. Keep up to date and aware of competitoractivities in order to be proactive and create market advantage.
警惕商业竞争行为，并及时上报。
【任职要求】
1. Good at English, especially oral andwritten English.
良好的英语口语和书写能力。
2. Demonstrated strong leadership skill.
较强的领导技能
3. Thorough organization and supervisoryskills proficient in accomplishing the task.
组织管理与督导能力。
4. Excellent mathematical comprehension tounderstand and interpret numbers as they apply to operations in hotels.
优越的数据理解性，能对日常营运的数据给予合理恰当的解释。
5. College degree or above, with more than 1 years of work experience in the same position.
大专以上学历，有同岗位工作经验1年以上，前厅部经验5年以上。
