岗位职责 1. 执行前台的工作，确保向客人提供最佳的服务，并与客人建立起良好的顾客关系。 Responsible for Reception work, ensure best service was provided and good relationship was build with customers.  2. 做好酒店客人入住的准备工作，高规格地为宾客办理登记入住手续。 Well prepared for guest arrival and deliver high quality registration process.  3. 认真听取客人的意见建议，接受客人的投诉，并及时反馈。 Listen to guest suggestion and comment carefully, take guest complain and response timely.  4. 掌握当天客情及预订情况，及时做好相关准备。 Well known of on-day condition and reservation status, making related preparation promptly.  5. 检查长住客人的报表，和客人保持紧密的联系。 Check long-stay guest report and build closely relationship with customers.  6. 熟记常驻客人姓名，努力提供针对性服务。 Well known the name of regular guest and effort to provide individual service.  7. 在行政酒廊向客人提供必要的服务。 Provide necessary executive floor service to customers.  8. 关注客人的特别需要，并及时进行协调，以便最大限度地提升客人的满意度。 Attention to guest special request, coordinate promptly to maximize guest satisfaction.  9. 迅速、准确的回答客人的问讯（包括介绍店员人服务信息、市内观光、天气、交通情况等）。 Quickly and accurately answer guest's question (including service information, city tour, weather forecast and traffic situation etc.).  10. 如遇有宾客生病应及时协助处理，向上级及时汇报 Offer promptly assistance for customer's sickness, report to manager without delay.  11. 配合其他部门，做好各类客人、团队、会议的接待工作，按照诺金的服务标准，提供“一站式”服务。 Coordinate with other department for all kinds of guest, group, conference's check in work, provide "one stop" service according to NUO service standard.  12. 迎接及带领重要宾客到他们的房间，并介绍房间设施。 Welcome and escort VIP guest to their room and introduce room facilities.  13. 准确熟练地收点客人现金、支票，打印客人各项收费账单，及时、准确地为客人结账，并根据客人的合理要求开具发票。 Professionally receive cash, check from guest and count accurately. Print out billing and receipt for guest need and ready to assist guest for bill settlement. Issue Invoice (Fapiao) for reasonable requirement.  14. 每天收入现款、票据必须与账单核对相符。 All posting and transactions must be checked before cashier close, cash and receipt match with the report.  15. 每天整理“离店帐未平”客人账务。 Check out room with unbalance bill need to be checked and follow up.  16. 注意收集各种宾客意见，并及时反馈。 Attention to every customer's comment collection and give feedback promptly.  17. 完成上级交办的其他工作任务。 Complete the other tasks assigned by superiors.

1.优秀的中英文书面及口头表达能力。 Good command of oral & written communication, in both Mandarin and English 2.遵照相关程序为所有抵达的客人提供接引及登记服务。 Registers and escorts all arrivals according to established procedures. 3.保持与其他部门及外包公司的必要联系以确保为客人提供最优质的服务。 Liaises with other departments and necessary outside contracts to ensure excellent service delivery. 4.确保在酒店系统里的每个预订都输入完整并且正确的数据。 Ensures all data is entered completely and correctly into the hotel systems in accordance with each reservation. 5.兑现酒店客人的旅行支票及帮助客人进行外币兑换。 Assists with currency exchange. 6.夜班时，查看夜班报表，准备早班报表，检查第二天离店客人的账单以确保下个班次的离店手续顺利进行，检查所有VIP预抵客人的房间，如有问题及时汇报给值班经理/夜班经理。 When on night shift, checks night reports, prepares the morning report, checks billings of all due-outs on the following day to ensure effective check-out procedure of next shift, checks all VIP Arrivals rooms and report any defects to Duty Manager/Night Manager. 7.充分理解并展示酒店的政策和程序，确保所有的工作程序在酒店的指导方针下安全进行。 Demonstrates Awareness of hotel policies and procedures and ensure all procedures are conducted safely and within hotel guidelines. 8.关注客人的投诉，问询及要求，在前台主管或值班经理无法提供协助的情况下做出正确的判断。 Attends to guest’s complaints, inquiries and requests, referees problems to Lifestyle Host Supervisor/Duty Manger if he/she is unable to assist and inform after the fact if needed. 9.时时关注财务政策及会计程序的更新并与其保持一致。 Keeps informed of all modifications to accounting policies and procedures.

1.负责酒店和公司收入及客房销售的最大化。 To be responsible for maximisation of room sales and revenue for the Hotel and Company. 2.受理预订并按照公司标准进行相应的系统操作。 To take reservations and operate systems in accordance with company standards. 3.完全掌握Opera系统的使用。 To be fully conversant in the use of Opera. 4.保持所有预订细节和客人资料的准确，以确保各部门的运作顺畅及准确的数据分析。 To maintain the accuracy of reservation details and profile data in order to facilitate smooth operation and data analysis. 5.合并所有重复的客人资料。 To ensure duplicate guest history records are merged at all times relevant. 6.随时向预订部经理和/或领班报告部门内所有工作内容及进展。 To ensure the Reservations Manager and/or Team Leader are kept informed of all developments within the department. 7.认真记录所有预订等候名单及相关详细信息。 To ensure all waitlisted business is recorded appropriately. 8.熟知所有公司的信贷政策，确保可以收到所有待付款项。 To adhere to all company credit policies to ensure all revenue expected will be received. 9.严格按照预先规定的房量及价格处理预订查询。 To adhere to pre-set availability and rate controls. 10.确保24小时内及时回复所有信件，传真及电子邮件。 To ensure all correspondences, faxes and electronic mail to be promptly replied within 24 hours. 11.有条理的安排储存所有存档文件，档案和资料。 To maintain all files, records and documents in an orderly manner. 12.与销售及会议服务人员紧密协作，在系统中准确地录入所有团队和会议预订资料。 To co-ordinate closely with Sales/Convention Services personnel to enter all data for Groups/ Convention bookings.

1.将团队涉及信息分发至酒店各部门。例如BEO等 2.在会议组织过程中客户如有需求时及时，负责与各部门进行沟通协商。 3.从客户处获得意见反馈并通过必要行动来跟进。 4.保持对酒店设施设备、特征和服务等情况的熟知了解。 5.计划并执行对现有的和潜在客户的拜访，开发新的商机。 6.必要时，负责VIP客户以及政府相关接待。 7.与营运部门维持良好合作协调关系，确保满足客人的要求和期望。

岗位职责 ⒈实施工作标准和服务程序，督促员工严格履行其岗位职责。 2.根据营业情况，对服务员进行工作任务分配，确保提供优质服务。 3.与宾客和厨房保持良好的工作关系，及时向经理和厨师长反馈宾客对食品，服务方面的信息，不断提高餐饮产品和服务的质量。 4.了解客情，亲自为重要宾客服务。 5.处理餐厅里发生的问题和宾客的意见，并及时向经理汇报。 6.定期检查，清点餐厅的设备、餐具、布草等物品，将结果汇报给经理。 任职资格 1.大专以上学历或同等学历，2年以上服务员工作经历，能用至少一门外语进行对客服务。 2.有一定的组织和管理能力，具有熟练的餐饮服务技能。 3.热爱本职工作，工作勤勤恳恳，认真负责。 4.身体健康，仪表端庄。

主要职责 • 高效处理日常入住，退房，预定及接待工作； • 协助前台经理或值班经理完成日常工作； • 监察每天的到达客人名单，记录下贵宾客人和其他特别指示或要求并根据要求完成； • 与客房部密切合作留意客人的房态，适当操作房态系统； • 妥善和及时处理客户的要求、询问和投诉； • 在日常工作及对客服务中展现良好的公司和个人形象。 知识和经验 • 良好的英语表达能力，有国际酒店相关工作经验优先考虑； • 形象气质佳，表达能力强； • 良好的服务意识和服务精神，能在压力下工作。 • 录用条件需符合岗位需求，详见岗位职责。 福利待遇： 1.购买雇主责任险，五险一金； 2.免费提供一日三餐（含休息日），菜式丰盛，餐后果、糖水、凉茶等； 3.提供安全舒适的住宿环境，员工宿舍地处市中心、便利出行； 4.月休八天，每天八小时制，享受国家法定节假日，带薪年假、病假、婚产假等； 5.享有工会发放的各种节日慰问福利； 6.年度免费享有2晚含早餐入住瑞士品牌酒店，工龄4年以上可免费享有入住4晚含早餐； 7. 完善的培训体系：入职培训、品牌培训、技能培训、企业文化培训等； 8.丰富多彩的员工活动： 年度员工旅游、新春晚会、球类运动、拔河比赛、烧烤等。

主要职责 • 熟练操作opera系统，独立当班，协调好当班工作分配； • 高效处理日常入住，退房，预定及接待工作； • 妥善和及时处理客户的要求、询问和投诉； • 完成上级交办的工作和当班的报表； • 在日常工作及对客服务中展现良好的公司和个人形象。 知识和经验 • 简单的日常英语会话，接受三班倒工作制； • 较强的服务技巧及处理客人投诉能力； • 录用条件需符合岗位需求，详见岗位职责。 员工福利 1. 购买雇主责任险，购买五险一金； 2. 免费提供一日三餐（含休息日），菜式丰盛，有餐后果、糖水、凉茶等； 3.安全舒适的住宿环境，电视机、空调、WIFI、免费洗衣、24小时热水、阅览室等一应俱全； 4 .每周五天工作制，每天八小时制，享受国家法定节假日，转正享有5天带薪年假、婚假、产假、陪产假、带薪病假等； 5. 完备的培训体系，包括入职培训、岗位培训、语言培训、兴趣培训、店外培训等； 6. 丰富的员工活动，年终晚会、拔河比赛、篮球比赛、羽毛球比赛、酒店知识竞赛、年度旅游等。

岗位职责 1. 最大化酒店的客房销售和收益，尽量升级销售从而为酒店创造更多的收益。 2. 确保熟练掌握本酒店和本区域其它酒店的相关信息。 3. 承担文书工作，包括处理信件，传递相关文件，发送传真和接打电话等等。 4. 时刻保持敏锐的商业眼光，抓住一切销售机会。保持与其它相关部门的密切联系。 5. 时刻注重预定服务和工作的质量。 6. 时刻保持与业务相关领域的密切交流，在必要情况下向预定部经理反馈相关信息。 7. 始终确保高质量的客户预定服务。 8. 及时通知预定部经理业务相关的任何变更或可能情况。 9. 及时记录任何被拒绝的预定的拒绝理由等相关信息。 10. 确保及时正确归档各类信件和文档，及时更新文档相关信息。 任职要求 1.具有一定的英语会话能力。 2.条理清晰，关注细节并且擅长文件分类。 3.专科以上学历，酒店管理专业或相关专业。

【岗位职责】 1、确保自己的服饰、发型整洁、淡妆等方面全部符合规定的要求。 2、查看交班记录，了解上一班的移交事项，并负责处理。 3、熟悉预订资料，了解客情，尤其要记住即将来店的贵宾、常客的姓名，了解酒店的所有活动。 4、熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取最好的经济效益。 5、熟练总台各项专业业务和技能，搞好对客服务。 6、熟练掌握店内外信息，提供准确的问讯服务。 7、负责为下榻酒店的宾客办理入住登记手续。 8、负责客房钥匙的管理和发放工作并严格遵守验证制度。 9、制作有关报表，为其它部门提供准确的接待信息。 【岗位要求】 1、XX以上文化程度，懂得英语。 2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感。 3、通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。 4、相貌端正，身体健康。

岗位概述： 当班时负责所分配的楼层的清洁及服务 其他技能要求： 良好的管理及沟通能力。能说简单的英文，能从电脑上读懂房态。 至少具有管家部2年楼层服务员和1年主管工作经验。

岗位描述 1、为宾客办理入职和离店手续； 2、熟悉预订资料，了解客情，尤其要记住即将来店的贵宾、常客的姓名，了解酒店的所有活动了解重要宾客的信息； 3、熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取最好的经济效益； 4、向宾客提供长途电话、电传、传真、复印、打字等秘书性服务工作的商务服务； 5、掌握酒店内外信息，提供准确的问讯服务； 6、确保宾客的行李和物品始终保存在安全的地方； 7、为宾客提供专业,友好,高效,热情的叫早电话服务。 要求 1、有酒店前台接待经验，较强的英文沟通能力。

岗位职责 1、掌握当日客情及餐饮活动； 2、参与各项前台的工作。发现并上报工作中出现的问题； 3、掌握当天到店及离店的重要宾客，回头宾客； 4、在宾客到店之前准备好登记表、钥匙卡等以确保入住手续方便、快捷； 5、与住店宾客保持良好沟通以了解宾客之喜好，协助宾客解决疑难事宜； 6、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； 7、在前台及大堂接待及迎送住离店的宾客； 8、协助入住宾客办理登记入住及离店手续。 岗位要求 1、大专以上学历，相关岗位工作经验2年以上，有良好英文沟通能力； 2、具有良好的服务意识，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，执行力较强； 4、有上进心和良好的学习能力和抗压能力。

岗位职责 1、确保所有的维修和预防维修计划都在该班内按时执行； 2、接受，分配并且跟进所有的工作单核维修单； 3、处理技术图纸，以及备货的记录和库存； 4、故障查找，操作，修理并且保养,确保区域内所有设备的清洁和正常工作； 5、在保证安全运行和营业格调的前提下，力图节省能耗，注重环境保护的新概念； 6、督导重要维修及增改工程施工，控制质量与进度； 7、协助外施工单位在本酒店的施工，保证工程质量。 岗位要求 1、大专以上文化程度；3年以上相关岗位工作经验； 2、掌握机电工程设备、水暖暖通的专业知识； 3、能充分领会工上级的经营意识，能组织和指挥本岗位工作计划的实施，确保工程部的正常运转； 4、有强烈的事业心与责任心和配合精神，秉公办事，不谋私利； 5、身体健康，精力充沛。

岗位职责 1.根据部门总体市场策略编制自己分管的市场的销售计划。 2.对本市场中的客源大户要熟悉他们的基本情况，随时关注其变化并适时做出应对。 3.组织本组组员对新市场进行开发。 4.管理开发好自己的客户。 5.负责组织销售计划的审定及落实，并进行督查。 6.掌握每位销售人员每日销售接待活动，并审核销售记录卡。 7.协助部门经理做好本市场客户的建立及升级管理工作，保持客户档案的完整。 岗位要求 1.大专以上学历。有从事酒店前台、销售、公关等部门的工作经历优先。 2.具有市场调查和预测能力，能及时掌握市场动态，并能综合分析，及时地提出相应的措施和合理的建议。 3.有较强的语言表达能力，能撰写市场调研报告，具有起草工作计划、总结及业务汇报的能力。 4.形象气质良好。

岗位职责： 1. 熟知当天订餐情况，注意记录宾客的特别活动(如生日庆祝会)，应及时向经理汇报。 2. 替宾客存取保管衣物，并询问有无贵重物品，贵重物品提醒宾客自行保管。 3. 迎接宾客，引导宾客到预订台位或宾客满意的台位。 4. 客满时，负责安排好后到的宾客，使宾客乐于等位。 5. 随时注意听取宾客的意见，及时向上级反映。 6. 随时注意在接待工作中的各种问题，及时向上级反映和协助处理。 7. 掌握和运用礼貌语言，负责接听电话，宾客电话订餐应问清楚基本信息。 8. 负责餐前分工，向客人介绍餐厅各式菜点、各种饮品和特式菜点，吸引宾客来餐厅就餐。 岗位要求： 1.大专及以上学历，经过餐饮服务培训。 2.有熟练的服务技能技巧和一定的应变能力，能妥善处理服务中出现的一般性问题。 3.掌握餐厅服务规程，了解餐厅各种菜肴的基本特点和简单的烹制方法。 4.工作主动、热情、认真，责任心强。 5.形象气质良好。

1.Comply with all hotel rules and regulations. 遵守酒店各项规章制度，严格按规范操作。 2.Polite to the guest and sales the other facilities positively. 礼貌待客、积极推销其他设施。 3.To carry out the swimming pool regulation, and persuade guest who cannot jump、run and play near the side of swimming pool, persuade the person do not come into the swimming pool to have rest. 严格执行泳池规定，礼貌劝阻泳客勿在池边跳水、追逐、打闹或非泳客人进入游泳池范围休息。 4.Stick to the post, people do not leave the pool, concentrate on thinking, reflect flexible, pay close attention to the situation of swimmers in the pool, find dangerous situations in time to rescue, to ensure the safety of swimmers. 坚守岗位，人不离池，思想集中，反映灵活，密切注意池内泳客的情况，发现险情及时抢救，保证泳客的生命安全。 5.Assist in water quality treatment and maintenance. 协助完成水质处理和保养。 6.Complete the corresponding regional sanitation work, and the work tasks assigned by the superior leadership. 完成相应负责区域卫生清洁工作，及上级领导安排的工作任务。 岗位要求 1. More than 1 year working experience in the same position. 1年以上同岗位工作经验者。 2. familiar with the hotel's customer service requirements. 熟悉掌握酒店对客服务的要求。 3. professional and responsible, civilized behavior. 有事业心和责任感，行为举止文明礼貌。 4 Familiar with swimming pool service knowledge, master swimming and lifesaving first aid technology, know swimming hygiene and disinfection knowledge, hold lifesaving certificate. 熟悉游泳池服务知识、掌握游泳和救生急救技术，懂得游泳卫生消毒知识，持有救生员证书。 5. Have the ability to perform first aid in water and manual rescue on land. 有在水中进行急救和在陆地上进行人工救护的能力。

职位描述： 积极地寻找获取客人和员工的反馈意见的每一个机会。 同意并实施以行动去提高对客服务的质量。 向每一位客人介绍希尔顿荣誉客会以及其优惠政策。尽可能的招募更多的客人加入希尔顿荣誉客会。认知会员客人，确保希尔顿荣誉客会会员客人收到个性化、专业的服务以及相应的优惠政策。  以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向客服中心经理或宾客服务经理报告，并从中学习。 必要时及时有效的处理客人的投诉，知会客服中心经理或宾客服务经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。 记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。 确保所有的客人要求和问题都迅速和有效地响应和处理，同时在每日高峰期的时候给予他人帮助。 在忙碌时期或者特殊时期可以对酒店的营运进行协助管理。 积极主动的面对客人，协助他们接近合理的需求，培训所有员工提前预知客人要求。 及时地接听、回答国内外客人的询问，正确地转接电话并向客人提供所需信息。 有效的管理酒店内电话，传真，邮件等的交流，让客人觉得受到该酒店的欢迎。 了解大连周边地区的最新信息，名胜，风景地等，为顾客提供方便。 及时清楚的处理信息，保证客人的隐私。 提供并确保所有成员为在店客人提供按时的叫醒服务。 掌握希尔顿品牌标准的详细内容。按照品牌要求管理客服中心。 熟悉电话系统，OnQ PM系统，FCS系统以及Micros系统的操作。 积极的工作，友好的为客人提供服务。 在客服中心的团队中扮演积极的角色。 及时准确的为国内外宾客转接电话。 准确及时的为客人传递信息，确保顾客隐私。 有能力向团队解释标准的要求。 根据标准，对员工的行为进行评估。 监督各个标准的执行情况，定期的对各个标准进行回顾检查。 执行和发展行动计划，在影响对客服务之前，完善和识别标准要求里面的不足之处。 实施和跟进可被识别的可提高之处。 管理所有设备，熟悉设备内部系统及功能。当客服中心经理不在时，担当管理者。 描述、分配和分派工作任务，永远以部门的营运要求为依据。 岗位要求： 客人是工作的中心。 会说基本英语口语。 保持一个积极的态度，履行个人的职责和主动权去解决问题，永远和你的客人和员工进行清晰明了的沟通。 目的明确地，坚定地，热情洋溢地执行所有工作任务，把握时机去学习新的工作技巧和知识，以改进和提高你个人的绩效。 灵活性地，积极地进行反应，清晰明确地改变职位需求，这包括一些工作对你工作表现的要求。 展示团结协作和支持同事达成团队目标。 贡献自己的观点和意见，强化酒店操作运作的、环境周围的的程序。 具有较强的组织协调能力。 强烈的责任感及自我激励能力。 有耐心，高度责任感并且积极的应对各种问题。 Position Summary: Actively seeking verbal feedback from customers and team members at every opportunity. Agree on and implement actions to make improvements to customer service. Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received. Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the related Communication Manager / Guest Service Manager. Handle complaints promptly and efficiently, taking the necessary action and informing the Communication Manager / Guest Service Manager to follow-up where appropriate. Follow-up with guests to ensure satisfaction with problem resolution (service recovery). Maintain guest history records to assist with returning guests. Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day. Be available to assist on duty in the hotels during any busy days or special events. Be proactive towards customers, assisting them with any reasonable requests, and training all team members to see these things before the customers ask. Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary. Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel. Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel. Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner. Provide and ensure that all team members provide on time wake-up call services for hotel guests. Knowledgeable of Hilton’s departmental standards and run the communication centre as a MAGIC centre according to brand standards, explaining standards to the team, assess their performance against these standards and monitor standards through regular standards review checks. Familiar with operating the telephone, FCS, OnQ PM and Micros system. Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest. Take on an active role in the Guest Service Centre. Transfer all internal and external guest calls to the appropriate parties correctly, with minimal delay. Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service, implementing and following through with improvements identified. Manage all equipment and be familiar with the system and functions, resuming the role as the person in charge of the section during the absence of the Communication Manager. Describe, assign and delegate duties and authorities for the operation of the department at all times. Job requirements: Understand basic spoken English.  Maintain a high customer service focus by approaching your job with the customers always in mind. Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues. Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance. Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals. Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel. Good organization and coordination skills. Strong sense of responsibility and self-motivation. Patient and responsible to solve all problems.

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.

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.

月收入：基本工资+津贴+奖金等5000元-7000元 有OnQ系统操作经验者优先 职位描述： 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。 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。 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。 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。 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。 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。 积极的工作，友好的为客人提供服务。 积极参加所需的各种培训，提高工作能力。 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。 在前台的团队中起到积极作用，有效的沟通，确保达到目标。 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。 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。 确保VIP客人个性化服务待遇。 协销售，预定和业务发展团队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。 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。 将准确完整的信息录入酒店管理系统，以便大家分享。 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： 能运用计算器材准确无误的进行各种数据运算。 能用英语有效的倾听和进行沟通。 熟练操作酒店电脑系统。 擅长于处理宾客关系，能有效快速的应对处理各种问题。 以较强的人际交往能力提高客人满意度。 能在强压下胜任工作。 一至两年相关工作经验者优先。 Position Summary: Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation. Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests. Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel. Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates. Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc. Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions. Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions. Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs. Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested. Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest. Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities. 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. Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets. Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive. Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured. Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager to follow-up where appropriate. Follow-up with all guests to ensure satisfaction with problem resolution. Maintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation. Ensure that VIP guests are treated personally and recognized as an individual. Liaise with Sales, Reservations and the Business Development teams to handle corporate guests. Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.  Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct. Input information into Fidelio regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members. 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 hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China. Job requirements: Able to perform moderately complex mathematical calculations without error. Able to read, listen and communicate effectively in English, both verbally and in writing. Able to access and accurately input information using a moderately complex computer system. Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Good interpersonal skills to provide overall guest satisfaction. Able to work under pressure and deal with stressful situations during busy periods. 1 or 2 years of related working experience preferred.

月收入：基本工资+津贴+奖金等5000元-7500元 有OnQ系统操作经验者优先 职位描述： 目的明确地，坚定地，热情洋溢地执行所有工作任务，把握时机去学习新的工作技巧和知识，以改进和提高你个人的绩效。 灵活性地，积极地进行反应，清晰明确地改变职位需求，这包括一些工作对你工作表现的要求。 主张团队的中心，是展示团结协作和支持同事达成团队目标。 贡献自己的观点和意见，强化酒店操作运作的、环境周围的程序。 积极地推销希尔顿酒店的服务和设备给客人和酒店的供应商。 以确保你的安全和你工作场合里其他人的安全为前提，执行和完成所有的工作职责和任务 同意并实施以行动去提高对客服务的质量。 必要时及时有效的处理客人的投诉，知会前台主管、宾客服务经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。 和客房部团队建立良好的沟通，确保房间清洁到位。 记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。 出席和参加定期的前厅部及相关的会议。 与团队针对目标进行沟通。 了解城市周边地区的最新信息，名胜，风景地等，为顾客提供方便。 岗位要求： 能运用计算器材准确无误的进行各种数据运算。 能用英语有效的倾听和进行沟通。 熟练操作酒店电脑系统。 擅长于处理宾客关系，能有效快速的应对处理各种问题。 以较强的人际交往能力提高客人满意度。 能在强压下胜任工作。 一至两年相关工作经验者优先。 Position Summary: Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance. Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you. Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals. Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel. Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel. Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace. Agree and implement actions to make improvements to customer service. Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations. Coordinate with the Housekeeping department to ensure cleaning is followed-up. Maintain guest histories to assist with returning guests. Attend and participate in regular operational and hotel meetings. Communicate goals to the team. Provide city information to guests. Job requirements: Able to perform moderately complex mathematical calculations without error. Able to read, listen and communicate effectively in English, both verbally and in writing. Able to access and accurately input information using a moderately complex computer system. Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Good interpersonal skills to provide overall guest satisfaction. Able to work under pressure and deal with stressful situations during busy periods. 1 to 2 years of related working experience preferred.

岗位职责 1.为客人办理无纸化入住和退房 2.确保将每位到店客人的身份证明扫描到系统并上传 3.处理外币兑换现金和信用卡押金 4.掌握纸质和电子发票的开具要领为客人开具各类发票 5.为预抵散客和团队分房 6.在需要时协助预订部处理订房。 岗位要求 1.酒店/旅游管理或商务管理相关专业。 2.一年以上国际品牌酒店经验优先。 3.能够适应并接受倒班及由于岗位工作需要导致的临时加班或调休。 4.具有良好的人际交往和沟通技巧与人相处融洽善于团队合作。 5.有良好的中文沟通技巧及一定的英语听说读写能力。

岗位：销售主任/销售经理 岗位职责 1.主要负责OTA 2.根据本组市场开发计划，制定个人销售活动计划。 3.通过开发新客户，稳定老客户，以力争达到所确定的销售收入目标。 4.向销售部经理汇报市场信息，包括本市场状况、竞争对手情况、客户反馈意见等。 5.以外出销售、电话联络和信函等方式与所辖区客户保持高度联系。 6.处理客户的来电、来函。 7.协调安排自己所辖客户在酒店的大型活动及VIP的接待工作。 8.熟悉自己客户分类情况及各客户的需求特点和主要的竞争对手。 岗位要求 1.大专以上学历。有从事酒店前台、销售、公关等部门的工作经历。 2.具备酒店销售学、酒店管理学、旅游经济学、旅游心理学、公共关系学等知识的储备。 3.具有市场调查和预测能力，能及是掌握市场动态，并能综合分析，及时地提出相应的措施和合理的建议。 4.有较强的语言表达能力，能撰写市场调研报告，具有起草工作计划、总结及业务汇报的能力。

工作职责： -熟悉前台或行政楼层的知识、服务流程及服务标准-完成经理交办的其他的工作 岗位要求： -良好的工作态度 -身体健康，良好的气质外形-有工作热情，责任心强-良好的中英文沟通能力-具有团队精神，合作意识强-适应高强度的工作压力和轮班工作-有相关工作经验者优先