【岗位职责】 1、负责餐饮部行政管理工作,制定并实施餐饮经营的所有计划。 2、负责实现部门的营业收入指标和利润指标。 3、与行政总厨一起筹划和设计菜单，开发当地需求的餐饮产品。 4、熟悉饭店管理理论、餐饮管理理论、营销学和服务心理学。 5、协调与其他部门的工作关系，确保宾客得到满意的餐饮产品和良好的服务。 6、制定餐厅推销策略，督促员工做好食品饮料的推销工作，提高餐饮销售收入。 7、建全物资管理制度，对餐厅的设备、物资、用具等严格管理。 【岗位要求】 1、大专以上文化程度；2年以上同岗位工作经验。 2、精通本部门的业务知识，熟练掌握中餐、西餐、酒吧、茶馆的技能及管理技巧。 3、熟悉 食品原材料采购、储藏和厨房生产、餐厅服务全过程，善于安排各个环节的工作，能保证餐饮管理的协调发展。 4、具有食品原材料加工、餐饮成本核算方面的知识。掌握各种产品配方、各种食品原材料出料率标准，控制产品质量和成本消耗。 5、具有社会活动能力、组织领导工作能力和实际工作能力；善于调动餐饮 部各级管理人员的积极性。

【岗位职责】 1、负责餐饮部行政管理工作,制定并实施餐饮经营的所有计划。 2、负责实现部门的营业收入指标和利润指标。 3、与厨房一起筹划和设计菜单，开发当地需求的餐饮产品。 4、熟悉饭店管理理论、餐饮管理理论、营销学和服务心理学。 5、协调与其他部门的工作关系，确保宾客得到满意的餐饮产品和良好的服务。 6、制定餐厅推销策略，督促员工做好食品饮料的推销工作，提高餐饮销售收入。 7、建全物资管理制度，对餐厅的设备、物资、用具等严格管理。 【岗位要求】 1、大专以上文化程度；2年以上同岗位工作经验。 2、精通本部门的业务知识，熟练掌握中餐、西餐、酒吧、咖啡的技能及管理技巧。 3、熟悉 食品原材料采购、储藏和厨房生产、餐厅服务全过程，善于安排各个环节的工作，能保证餐饮管理的协调发展。 4、具有食品原材料加工、餐饮成本核算方面的知识。掌握各种产品配方、各种食品原材料出料率标准，控制产品质量和成本消耗。 5、具有社会活动能力、组织领导工作能力和实际工作能力；善于调动餐饮 部各级管理人员的积极性。

To implement HR policy and HR systems framework as directed by superior whilst maintaining good team member relations. 以酒店人力资源政策及人力资源系统构架为指导，协助完成各项事务的同时处理好与酒店员工的关系。 1. Implements the hotel P&P regarding the team member salary and benefits. 执行酒店的工资福利政策。 2. Develops and maintains current payroll processing procedures. 制订并维护当前薪金发放的各个环节。 3. Maintains confidentiality at all times and maintains strict practice of office lock up and security of information. 在任何时候都要对薪金保密，并严格执行办公室出入及安全制度。 4. Performs payroll processing and month end closing of payroll. 完成薪金的统计以及月末结算工作。 5. Prepare the payroll issuing. 管理现行的薪金发放准备工作。 6. Ensure overtime claims are supported by proper approval and authorization. 确保加班得到正式批准和认可。 7. Prepares input for payroll run including hours worked, terminations, adjustments, annual, sick and recreation leave. 统计发放薪金的依据，如工作时间、起止日期、换班、休假、病假及事假等。 8. Attend to team member enquiries in relation to pay issues. 回答员工对薪金发放的质疑。 9. Prepares manual payment for termination. 准备已辞职员工的薪金支付。 10. Be in charge of team members’ leave request and record. 负责员工的请假事宜及纪录。 11. Assist HR Manager to handle team members’ pension and benefit issue. 协助人力资源部经理处理员工保险福利等事宜。 12. Reconciles automatic payroll deductions such as housing loan, superannuation payments, city ledger, etc. 核对薪金中自动扣除，如住房津贴、养老保险金和城市公积金等。 13. Supervises filing of payroll reports. 管理有关薪金的档案资料。 14. Journalizes payroll summary each month. 记录每月薪金的发放情况。 15. Coordinates with outside data processing company as requested. 与外部的数据处理公司保持良好的合作关系。 16. Maintains relationships with labor offices to ensure rates of pay are correct and current and maintains current copies of labor agreements (Awards) for all positions. 与劳动局保持联系，以保证薪金发放的准确性，并保管好劳动合同的复印件。 17. Engages in competitor surveys at request of HRM. 根据人力资源部经理的要求，配合竞争对手关于薪金的调查。 18. Coordinates with other departments as necessary. 与其他部门保持良好的合作关系。 19. Assist HRM to handle Work Permit , visa etc for foreign team members. 协助人力资源部经理办理外籍员工的签证等事宜。 20. Updates manning headcount and compiles the monthly manning report. 更新月度人数报告，流动率报告等相关的人力资源报告。 21. Processes all the Personnel Action Form coming in / out of the HR Office. Administrators employee’s confirmation, promotion / demotion, transfer, salary adjustment and resignation. Ensures all the forms and database are properly processed, filed and updated. 负责员工的个人变动表如转正，升职，离职等记录并归档。 22. Supervises and checks all HR team to update the personnel data into the computer system. 监督并保证所有人员信息的更新并输入电脑。 23. Maintains effective internal communication with team members. 保持和内部员工的畅通沟通。 24. Provide necessary information and explanations to team member in the time correctly and accurately as required. 为员工的询问提供准确而正确的回答及解释。 25. Avoids negative comments on hotel policies and procedures, financial and business performance, promotions, and activities. 避免消极评判饭店的规章制度，生意情况，提升，业绩表现等事情。 26. Adhere to the hotel’s security and emergency policies and procedures. 坚持酒店安全制度、紧急情况处理规定和程序。 27. To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. 确保员工充分的理解并遵守员工手册内容。

作为酒店客房部文员，您将应以最高标准完成以下任务: · 与前台接待密切合作确保任何时间内正确的房态。 · 从前台获得退房信息并迅速告诉楼层服务员。 · 发放，收回，登记和控制所有管家部手机及监督仪。 · 记录分发到各个楼层和其它部门的楼层钥匙。 · 处理、登记和跟踪借出物品，每月盘点一次出借物品、手机。 · 记录所有管家部员工出勤的情况。 · 按要求准备月报表。为管家部各部分，即布草房，楼层，公共区域，洗衣房准备月度报告和盘点提供帮助。 · 更新管家部月度人力报告。 · 将需要维修的东西送至工程部维修并且知会楼层主管何时可以取回。 · 记录所有的电话并跟进解决问题。 · 记录楼层主管和客房服务员遇到的问题，并与相关部门进行协调。 · 处理所有进出文件。 · 保持和更新房况记录。 · 每日登记迷你吧酒水销售情况并打印酒水报表做好台账。 · 保持办公室干净整洁。 · 按照既定系统将各种文件存档。 · 随时告知楼层主管关于团队的到达、离店、VIP客人抵达等相关的信息等。 · 处理失物招领。 · 同其他部门协调工作。 · 协助准备员工排班。 · 保证所有报告和服务都按时完成。 · 遵守酒店的工作政策及程序，遵守希尔顿的商业行为规范以及员工手册中的条款。 · 坚持酒店安全制度、紧急情况处理规定和程序。 · 确保员工充分的理解并遵守员工手册内容。 · 如有必要，该部门有权更改或补充该职位描述。 · 完成任何其他合理的职责和被指派的职责。

【岗位职责】 1、鼓励预定团队实现一贯的Reservation高分。 2、实施宾客意见调查问卷，提高部门服务质量。 3、熟悉处理房间预订的程序，给宾客提供及时更新和准确的房况信息。 4、落实”预订未到宾客”的名单和每日团队取消情况。 5、为所有的预订部员工准备工作时间和日程表。 6、管理每日/每月/每年的所有的日常通信的书写。 7、根据预订情况更改现有的预订并且预测现有的和未来的预订情况。 【岗位要求】 1、大专以上学历，有同岗位工作经验3年以上。 2、普通话清晰。 3、具有良好的产品电话销售技能，能够实现酒店高入住率。 4、具有销售业务谈判能力，能合理调配酒店产品，分清先后，实现客房销售目标。 5、具有良好的语言组织和文字表达能力，清楚，条理地表达销售意向。 6、能够督导团队成员的预订工作，指导下级提高电话销售能力。 7、熟练使用Opera系统。

【岗位职责】 1、通过训练领导和激发礼宾台和宾客关系部团队员工 2、积极地参加职业培训，让员工保持水平一致。 3、做队员的导师，提高员工水平，促进他们完成所设立的目标。 4、确保员工手册，相关劳动法，HR指南的一致性，必要的时候提供培训。 5、训练有潜力的员工，提高他们的工作能力。 6、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。 7、简单易懂的训练新员工，使器其尽快达到胜任工作的标准，明白他应该要到什么样 8、为顾客提供热情服务，让他们立刻有回家的感觉。 9、核对宾客完整的预定及详细信息，确保付款方式安全有效。 10、将客人送至客房，介绍客房布局，确保行李及时寄存等。 11、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。 12、维护顾客档案和信息，确保有效的预定。 13、征询客人的反馈和评价，以提高服务质量，预防事故发生。 14、和销售，预定和商业发展团队共同为客人提供服务 14、确保VIP客人的待遇，核对所有预定信息，确保VIP房间所有物品准备齐全。 15、确保在VIP客人到达之前，房间所有物品准备齐全，并且符合VIP身份。向上级部门提供VIP客人的信息及相关报告备用。 16、负责分类管理万豪旅享家会员体系，确保为会员顾客提供优质专业的服务，劝说顾客加入会员。 17、确保宾客档案信息及时录入公安报告系统 18、遵循酒店品牌标准。 19、掌握酒店酒店的基本概况。 20、了解酒店周边地区的信息，名胜，风景地等，为顾客提供方便。 21、与餐饮部，客房部，工程部等进行有效的联络。 22、保持酒店数据的准确，便于操作。维持前厅设备

【岗位职责】 1、全面负责前厅部的日常运营管理工作，确保前台、礼宾、总机等各岗位高效运转； 2、监督并指导员工执行标准化服务流程，提升客户入住及离店体验； 3、处理宾客投诉及突发事件，及时解决问题并跟进反馈，维护酒店声誉； 4、统筹客房分配、预订管理及账务审核，确保数据准确性和收益合理化； 5、定期组织部门培训，提升员工业务技能与服务意识； 6、协调与其他部门（如客房部、销售部）的协作，保障对客服务衔接顺畅； 7、完成上级交办的临时性任务及运营数据分析报告。 【岗位要求】 1、具备酒店管理或相关领域基础知识，有前厅岗位经验者优先； 2、熟练使用酒店管理系统（如Opera）及办公软件，数据敏感度高； 3、优秀的沟通协调能力与抗压能力，能灵活应对突发状况； 4、注重服务细节，具备较强的团队管理意识和领导力； 5、普通话流利，掌握基础英语交流能力，能适应倒班工作制； 6、大专及以上学历，有良好学习能力与职业发展潜力。

【岗位职责】 1、负责前台日常接待工作，包括客人入住、退房手续办理及问询服务，确保服务质量符合酒店标准； 2、监督并指导前台员工的工作流程，协调班次安排，确保前台高效运转； 3、处理客人投诉及突发情况，及时反馈并跟进解决，提升客户满意度； 4、核对每日账目及报表，确保财务数据准确无误； 5、协助前台培训新员工，提升团队业务能力与服务意识； 6、维护前台设备及物资管理，确保工作环境整洁有序； 7、与各部门保持良好沟通，确保信息传递及时准确。 【岗位要求】 1、具备良好的服务意识与沟通能力，能够灵活应对各类客户需求； 2、有酒店前台工作经验者优先，无经验者可接受系统培训； 3、工作细致认真，具备较强的责任心和团队协作精神； 4、能适应倒班工作制，包括夜班及节假日排班； 5、熟练使用酒店管理系统Opera及办公软件（如Opera、Excel等）； 6、形象端正，举止得体，符合酒店行业职业规范。

【岗位职责】 1、全面负责前厅部的日常运营管理工作，确保前台、礼宾、总机等各岗位高效运转； 2、监督并指导员工执行标准化服务流程，提升客户入住及离店体验； 3、处理宾客投诉及突发事件，及时解决问题并跟进反馈，维护酒店声誉； 4、统筹客房分配、预订管理及账务审核，确保数据准确性和收益合理化； 5、定期组织部门培训，提升员工业务技能与服务意识； 6、协调与其他部门（如客房部、销售部）的协作，保障对客服务衔接顺畅； 7、完成上级交办的临时性任务及运营数据分析报告。 【岗位要求】 1、具备酒店管理或相关领域基础知识，有前厅岗位经验者优先； 2、熟练使用酒店管理系统（如Opera）及办公软件，数据敏感度高； 3、优秀的沟通协调能力与抗压能力，能灵活应对突发状况； 4、注重服务细节，具备较强的团队管理意识和领导力； 5、普通话流利，掌握基础英语交流能力，能适应倒班工作制； 6、大专及以上学历，有良好学习能力与职业发展潜力。

1.Responsible for the cleanliness of assigned guest rooms and service areas 负责所分配的客房和服务区域的整洁。 2.Respect guest privacy when room is on "Do not disturb" status. 当客房处于”请勿打扰”状态时，尊重客人的隐私。 3.Offer all possible assistance to guests andrespona to guests request. 尽可能地为客人提供帮助，回复客人的要求。 4.Cleans and supplies guest rooms according to standards and procedures. 按照程序和标准打扫和提供客人用品。 5.Ensure master keys are kept secure at alltimes. 随时保证钥匙的安全。 6.Keep baskets neat and adequately supplied. 保持工作篮的整洁和充分的补给。 7.Maintain all equipment in good working condition. 维持所有的装备处于良好的工作状态。 8.Keep linen room neat and in good order. 保持布草房的整洁和井井有条。 9.Report any loss or damage of linen, furniture, fixture or equipment to the Floor Shift leader.向楼层主管汇报任何布草,家具,固定物或设备的丢失或损害。 10.Report maintenance deficiencies to the Floor S/L. 向楼层主管报告养护的不足。 11.Report for duty punctually wearing the correct uniform and name badge at all times. 按时穿戴正确的制服和铭牌。 12.Does turndown service when required. 需要时提供开夜床服务。 13.Maintain a tidy, neat and well-organizedPantry room for yourself and all other associates touse. 为自己和同事保持储藏室的整洁有序。 14.Work diligently to ensure all aspects of room cleanliness and all in working order. 勤勉工作确保房间个方面的整洁有序。 15.Collect information by reporting guest request to S/L promptly. 通过汇报客人的要求给楼层主管收集信息。 16.Be integrity. Provide valid personal information & materials; No misconduct record. 为人诚信，提供真实有效的个人信息，无不良刑事 行为记录。 17.lt is not the intent of this job descriptionto cover all aspects of the position but to highlight the most important areas of responsibility. 此职位描述目的是介绍该职位重要的职责范围而非所有工作内容，

【岗位职责】 1、负责前台接待工作，包括客人入住登记、退房手续办理及问询服务 2、准确处理客房预订、变更及取消等操作 3、熟练掌握酒店管理系统，及时更新房态信息 4、处理客人投诉及特殊需求，提供个性化服务解决方案 5、维护前台区域整洁，确保服务用品充足完好 6、协助财务完成每日账目核对与交接工作 【岗位要求】 1、普通话标准，具备基础英语沟通能力 2、能适应倒班工作制（含夜班） 3、具备良好的服务意识和应变能力 4、熟练使用办公软件及前台操作系统（有Opera经验优先） 5、有酒店前台实习经验者优先考虑

负责万豪万枫酒店前台系统入住与登记，公安系统检查与退房，酒店系统夜审（房价核查），第二天需跟进事宜的交接，处理应对突发事件，确保前台夜间始终有人值守，具备责任心，上进心

1.        Communicateseffectively both orally and in writing to provide clear direction to teammember. Observes performance and encourages improvement. Interviews, selects,trains, supervises, evaluates, counsels, and administers disciplinaryprocedures for front office team member. Monitors lobby traffic and makes teammembering adjustments 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，管理前厅部所有员工。留意大堂交通状况，根据需求进行人员调配。 2.        Reviews VIPreservations and ensures proper handling of VIPs and groups, administersamenity orders, and resumes for incoming guests. Updates system by inputtinginventory and non-inventory groups. Monitors special reservation requestshandling and oversees rate changes on in-house guests. 关注VIP及有特殊要求的预订，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.        Computesdaily payroll, schedules, and other reports. Analyzes data and makes decisionsbased on prior experiences and knowledge of circumstances to prepare daily andweekly forecast of expected arrivals and departures. 关注VIP及有特殊要求的预订，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。 4.        Managesfront office team member, resolves guest concerns, and implements resolutionsby using discretion and judgment. 对前台进行日常管理，用敏锐的判断力和决断力解决客户的问题。 5.        Leads andmotivates team members by leading by example and employing competent andconsistent management practices. 通过训练及一致的管理，领导和激励团队员工。 6.        Takesresponsibility of the hotel as the Duty Manager in the absence of the AssistantFront Office / Front Office Manager. 在前厅经理/前厅副经理不在的情况下，作为值班经理负起责任。 7.        CompletesNight Shift Duties acting as the Night Manager while on duty. 当班期间完成夜班经理职务。 8.        Activelytakes part in training the team, facilitating formal training sessions and onthe job training to ensure that all team members are of the same standard. Alsoattends training where and when required. 积极地参加职业培训,让员工保持水平一致。 9.        Acts as acoach and mentor to team members, reinforcing standards and expectations andmotivating 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。 10.     Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labour Law and HR guidelines. Distributesappropriate discipline when and where required. 确保员工手册，相关劳动法，HR相关政策的一致性，必要的时候提供培训。 11.     ConductsPDR’s, 1:1 meetings throughout the year, ensuring that the feedback given toteam members is fair, unbiased and provides a platform for continued improvement,according to the Hilton standards. 根据希尔顿PDR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。 12.     Isinvolved with succession planning and development of high potential teammembers to ensure that all team members are trained to progress to the nextlevel 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。 13.     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。 14.     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。 15.     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。 16.     Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Honours andFrequent 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。 17.     Ensuringthat guests are escorted to their room and 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，确保行李及时送达等。 18.     Handlescomplaints promptly and efficiently, taking the necessary action; track on DMlog objectively, share case and guest information with related department;Inform FOM and MOD if necessary. 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;客观地记录在值班经理日志，讲案例与客人信息与相关部门进行分享，如有必要需告知前厅经理或当值经理。回访客人，确保客人对解决方法满意。 19.     Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation. 将客人送至客房，介绍客房布局，确保行李及时送达。 20.     Actsas the first point of contact and liaison for VIP guests, ensuring that theyare 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。 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.     PromotesHHonours and its associated benefits to guests who are not already enrolled inthe program. Ensures that existing HHonours members receive personal andprofessional service that recognizes them as important guests and that theirbenefits 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。 23.     Liaiseswith Sales, Reservations and the Business Development team to handle corporate. 协同销售，预订及业务发展团队共同为客人提供服务。. 24.     Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way. 确保宾客档案信息及时录入公安申报系统。 25.     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. 遵循希尔顿品牌服务标准并贯彻到实际的运作当中。 26.     Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton International, MEAP & other properties in China. 掌握希尔顿酒店集团的基本概况。 27.     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。 28.     Ensurescommunication, coordination and cooperation between the front desk and otheroperating 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，餐饮部和财务部等。 29.     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。 30.     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。 31.     Ensuresthat the Front Office Manager is kept aware and up to date of operationalissues. 汇报最新的工作进展，确保前厅经理对整个部门营运状况的了解。 32.     Ensuresthat the day-to-day functions of the front desk are completed. Including butnot limited to Guest Services Manager’s checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discountand rate discrepancies, and registration cards. 确保完成行政楼层每日的任务，包括核对，报告，信用额度核对，网上备份等。 33.     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。 34.     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。

【岗位职责】 1、制定本部门预防性维修保养计划有效保障酒店设备、设施安全经济运行完好。 2、掌握当班能源消耗及维修费用，确保酒店节能、节支。 3、推行节能运行计划的实施和运行维修费用预算的控制。 4、协助分析工程项目报价单，亲临现场检查施工与工程进度。 5、协助工程部经理做好消防，安全工作。 6、协助建立完整的设备技术档案和维修档案。 【岗位要求】 1、中专以上文化程度；3年以上同岗位工作经验。 2、必须掌握机电工程设备的基础知识。 3、能充分领会工程部经理的经营意识，能组织和指挥工程部各项工作计划的实施，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。

1.       Arrange appointments and meetings for the General Manager, record samein diary and ensure the General Manager has the appropriate documentation foreach appointment . 为总经理安排会议及预约，记录在工作日记中，确保总经理使用正确的文件。 2.       Attend meetings such as Department Head Meeting, Executive CommitteeMeeting and any other when requested. 按要求参加部门经理会议和行政会议等。 3.       Take minutes of attended meetings, accurately transcribe and circulateto relevant persons as soon as possible after the meeting. 正确记录会议并及时传送到相关人员。 4.       Receive visitors and guests. In the absence of the General Manager,answer questions and concerns and follow through resolutions. 接待来访者和客人。在总经理不在时回答客人的问题、帮助客人排忧解难。 5.       Arrange room and restaurant reservations for VIP guests/personnel ifrequested. 为重要客人预定房间及订餐。 6.       Assist with travels arrangements for business trips as required. 按要求为商务旅行安排行程。 7.       Assist in compiling guest data to be used for service qualityimprovement . 协助编缉客人资料以备提高对客服务质量。 8.       Assess priorities of work and, wherever possible, assist in organizing priorities. 根据各项工作任务的重要性区别工作优先等级。 9.       Answers telephones in the Executive Office as required. 接听行政办公室的电话。 10.   Prepare replies to correspondence as required. 按照要求准备回信。 11.   Take dictation of correspondence as required. 按照要求记录回信。 12.   Assist with translations, oral and written. 协助口头及笔头翻译。 13.   Maintain strictest confidentiality at all times on all matters. 保守秘密。 14.   Demonstrate essential overall knowledge of the organization. 充分了解酒店规划。 15.   Understand the responsibilities of other sections and departments andcooperate with them. 了解其他部门的工作职责并与部门合作。 16.   Adhere to the hotel’s security and emergency policies and procedures. 坚持酒店安全制度、紧急情况处理规定和程序。 17.   Demonstrate professional attitude and behavior at all times. 任何时候表现出职业态度及行为。 18.   Prepare and maintain files, reports, letters, memorandums and otherrelevant business documentation. 准备和维护文档、报告、信函、备忘录和其它相关业务资料。 19.   Ensure all reporting and servicing deadlines are met on a timely basis. 确保所有报告和服务都按时完成。 20.   Maintain an accurate tracking system for prompt handling of issuesconcerned. 作好各类文件资料的追溯和跟进管理，以便各相关事宜能得到及时准确的处理。 21.   Order and maintain office supplies. 保证办公室内办公用品的充足。 22.   Abides by the team member handbook, hotel policies and procedures andhotel Code of Conduct. 遵守酒店员工守则，酒店的政策及程序，酒店的行为准则。 23.   Demonstrates professional attitude and behavior at all times. 在任何时候表现专业态度和形为。 24.   Maintain personal presentation to hotel standards. 根据酒店标准保持个人形象。

Position Summary职位概述 Under the general guidance of the Chief Steward, within the established policies & procedures of Hilton, oversees & supervises all aspects of stewarding operation during a shift.The Steward Supervisor ensures that the cleanliness, hygiene and sanitation of all kitchen areas, equipment and utensils are maintained in accordance to established quality standards. 在管事部副经理或经理的指导监督下制定希尔顿的政策和规章，监督指导管事部的运营。管事部主管负责确保整个厨房区域的清洁度，卫生，设备和用具清洁卫生达到品质标准。 1.         To maintain a high customer service focus by approaching your job with the customers always in mind. 在服务工作的整个过程中，时刻保持高度的客户服务意识。 2.         To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. 保持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流. 3.         Responsible for guiding the  steward supervisors and stewards in the performance of their jobs. 负责在工作中指导管理管事部主管和员工的工作执行力。 4.         Assists the Chief Steward in controlling & analyzing on an on-going basis the following : Cleanliness standard for kitchen areas, banquet rooms (back of the house), equipment & utensils,Guests & team satisfaction, Operating supplies, cleaning supplies payroll and related costs,Breakage and Loss. 协助管事部经理负责工作中控制和分析以下：厨房区域的清洁标准，宴会厨房（后区）、设备和厨房用具、客人和团队的满意度、运营物资，清洁物品，相关的费用控制、破损和丢失。 5.         Responsible for providing sufficient equipment which are in accordance to sanitation standards and in good condition, to the outlets and kitchen sections. 负责提供足够的设备无论是卫生标准还是好的条件。 6.         Responsible for ensuring sufficient cleaning supplies and equipment to operate the stewarding section, During a shift. 负责确保充足的清洁剂和设备在当班的时候。 7.         Responsible for the results in the implementation of the cleaning schedule. 负责按照清洁时间表执行。 8.         Takes the daily inventory and requisition of cleaning supplies. 预备每天清洁用品的申请和盘点。 9.         Responsible for the proper handling and maintenance of all equipment in the Kitchen. 负责厨房所有设备的维护。 10.     Responsible for the storage and safekeeping of all flatware, glassware, hollowware, utensils and related equipment. 负责所有库房物品的安全。 11.     Responsible for the sufficiency of cleaning supplies and equipment. 负责清洁物品和设备的充足。 12.     Assigns specific tasks among the stewarding team . 安排细节的工作内容。 13.     Maintains and updates the steward Operating manual, chemical charts and cleaning chart  for team guidance. 按照管事部的操作手册更新维护化学物品和清洁用品。 14.     Prepares and monitors the requisitions of all chemicals and equipment. 按要求准备和领取化学物品和设备。 15.     Reports all accidents and incidents. 事故报告。 16.     Conducts and prepares monthly operating equipment inventory. 准备每月的盘点。 17.     Reports and monitors the Breakage and Loss report for operating equipment. 报告和监督破损丢失。 18.     Keep the storeroom in order. 保持储物室的物品摆放整齐。 19.     Maintain the polishing machine and the deoxidizing bath in perfect order. 按规范清洗机器。 20.     Use of the automatic dishwashing machine 能熟练操作自动洗碗机。 21.     Provide the restaurants with sufficient dishes. 提供给各餐馆以足够的餐具器皿，做好补给工作。 22.     Clean the floor and the tiles in the kitchen, corridors and stewarding areas. 清洁干净厨房的地板，墙面瓷砖，走廊和所有管事工区。 23.     Assists the Chief Steward to Checks all areas of the kitchen, canteen, store rooms are  up to the level of sanitation standard. 检查所有区域包括厨房，员工餐厅，库房等的卫生标准。 24.     By completing FSMS checklist on preparing for service. 在餐厅备餐的过程中严格遵守技能标准。 25.     Check reservations for the day, ensuring that the team is aware of any busy areas in the operation. 检查餐厅，保证员工正确摆台，并致电确认预定。 26.     To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.  在工作过程中能够做好本职工作， 保证自己及他人的安全。 27.     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。 28.     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。

有运营部门经验尤佳。 一、培训体系规划与实施 1. 根据酒店发展战略及员工需求，制定年度/季度培训计划，并监督执行。 2. 设计、开发和完善酒店各部门（前厅、客房、餐饮、安保等）的培训课程体系，确保符合星级服务标准。 3. 统筹新员工入职培训、岗位技能培训、管理层培训及专项培训（如礼仪、安全、外语等）。 二、培训组织与执行 1. 协调各部门安排培训时间、场地及人员，确保培训计划顺利开展。 2. 负责内部讲师团队的选拔、培养与管理，提升培训质量。 3. 组织外部培训资源的引入（如行业专家、认证课程等），并评估培训效果。 4. 定期开展服务技能竞赛、情景模拟演练等互动式培训活动。 三、培训效果评估与改进 1. 通过问卷调查、实操考核、绩效跟踪等方式评估培训效果，提交分析报告。 2. 根据反馈优化培训内容、形式及流程，持续提升员工岗位胜任力。 3. 建立员工培训档案，记录参训情况、考核结果及职业发展路径。 四、企业文化与标准化建设 1. 宣导酒店核心价值观、服务理念及品牌文化，增强员工归属感。 2. 监督各部门服务流程标准化执行，确保符合星级酒店评级要求。 3. 协助人力资源部完善岗位胜任力模型及职业发展体系。

Position Summary职位概述 Responsible for cleanliness and service on assigned guest room floors during shift. 当班时负责所分配的楼层的清洁及服务。 1.   Responsible for assigned floors and guest rooms during shift. 当班时负表所有分配的楼层和客房。 1.   Work closely with the Reception to ensure correct room status at all times. 与前台接待密切合作确保任何时间内正确的房态。 2.   Ensure highest standard of cleaning in assigned areas. 确保所分配的区域的高度清洁。 3.   Ensure guest privacy is respected when DND status is displayed. 确保在“请勿打扰”状态下客人的隐私被维护。 4.   Supervise turndown service. 监督夜床服务。 5.   Responsible for strict key control. 负责钥匙的严格控制。 6.   Inspect regularly guestroom corridors and public areas. 对客房的走廊和公共区域进行常规检查。 7.   Report maintenance issues promptly to Engineering. 迅速向工程部汇报维护活动。 8.   Ensure compliance of Lost & Found procedures. 确保依照失物招领程序办事。 9.   Keep floor linen rooms neat and tidy. 维持楼层布草房的干净和整洁。 10.  Monitor productivity of the unit. 监督单元工作效率。 11.  Resolve disputes. 解决争端。 12.  Discipline team member when necessary. 约束员工遵守纪律。 13.  Check Housekeeping team member’s grooming, personal hygiene and appearance. 检查客房部员工的仪表,个人卫生和形象。 14.  Assist with the preparation of team member’s duty roster. 协助准备员工排班表。 15.  Facilitate multi-skill. 鼓励员工掌握多技能。 16.  Assist with team member training and development. 协助进行员工的培训和发展。 17.  Provide ongoing advice and support to team member’s under your supervision. 给予所管辖的员工以不断的建议和支持。 18.  Supervise team member’s performance. 指导员工表现。 19.  Provide one to one instruction to team member members when required. 必要时对员工进行个别面对面指导。 20.  Seek opportunities to continually improve guest service, by reporting guest comments. 通过汇总客人的意见汇总，,寻找机会不断发展对客服务。 21.  Take appropriate action to resolve guest complaints. 采取合适的行动解决客人的抱怨。 22.  Promote the hotel and Hilton products and services. 促销酒店与希尔顿的产品与服务。 23.  Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. 维持对产品和服务的高度了解以便于向客人解释和销售服务和设施。 24.  Adhere to the hotel’s security and emergency policies and procedures. 坚持酒店安全制度、紧急情况。 25.  Log security incidents and accidents in accordance with hotel requirements. 依照酒店要求记录安全日志和事故记录。 26.  Adhere to hotel cleaning and maintenance programs. 坚持酒店的清洁和养护程序。 27.  Ensure a high level of cleaning is maintained in your work area. 保持维护所在工作区域的高度整洁。 28.  Ensure all reporting and servicing deadlines are met on a timely basis. 保证所有报告和服务都按时完成。 29.  Adhere to the hotel’s security and emergency policies and procedures. 坚持酒店安全制度、紧急情况处理规定和程序。 30.  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。 31.  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。

1.         Greets customers immediately with a friendly and sincere welcome . Responds to inquires with accurate information regarding hours of outlet operation , directions to local attractions , or meeting rooms , car rentals and airline shuttle service , 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，景区景点指南，租车服务及机场接送服务等。 2.         Answers telephone calls and inputs messages into the computer. Retrieves messages and communicates contents to the guest . Retrieves mail , small packages , and facsimiles for guests as requested . 负责接听礼宾部电话，处理客人留言，包裹，邮件及传真。 3.         Arranges and confirms recreation , business and dining activities both inside and outside the hotel . Promptly responds to requests for dentists , doctors ,child care , florists , etc. 代客预订店内及店外的餐厅和娱乐场所。为医疗保健，托婴，送花等服务提供协助。 4.         Hires ,trains , supervises ,disciplines concierge curators. Scheldules curators in accordance with hotel manages department budget , including approval of payroll . 依照酒店人员录用及相关条例应聘，培训，监督，管理礼宾部员工。 5.         Creates activities and provides information and support to ensure total guest satisfaction for group clientele . Works with the sales department and attends pre –con meetings . 协助酒店销售部门处理好会议及团队客户的各项需求，提高客户满意度。 6.         Responds to guest complaints , conducts research to develop such as price conflicts , insufficient heating or air conditioning , etc. Remains calm and alert especially during emergency situations and heavy hotel activity . 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。 7.         Leads and motivates curators 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. 8.         Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all curators are follow 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。 9.         Acts as a coach and mentor to curators, reinforcing standards and expectations and motivating curators 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。 10.     Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to curators is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards. 根据希尔顿PDR标准，每年度进行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。 11.     Is involved with succession planning and development of high potential curators to ensure that all curators 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。 12.     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 curators 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。 13.     Responsible for the smooth induction and facilitation of training for new curators, 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。 14.     Takes an active role in the front desk and concierge, ensuring effective communication and working as a team in order to reach goals and targets. 积极主动的加强前台与礼宾部的有效沟通，确保达到目标提供高质量的服务。 15.     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。 16.     Ensures that the Conrad concierge escorts guests 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。 17.     Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager for follow up. 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跟进。回访客人，确保客人对解决方法满意。 18.     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。 19.     Ensures that VIP guests are treated personally and recognized as an individual. 亲自迎接VIP客户。 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.     Ensures that the concierge team facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered team member when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewell. 如有需要，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。 22.     Manages the storage and organization of guests luggage in a safe and secure, organized and systemized way. 有条理的安放和储存客人的行李并确保安全。 23.     Ensures that the concierge team maintains the lobby appearance is neat and tidy, and that public areas are cleaned when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests. 确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。 24.     Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, and other Hilton properties in China. 掌握希尔顿酒店集团及希尔顿在中国其他地区项目的基本概况。 25.     Is up to date with information and has detailed knowledge of facilities, attractions, places of interest, sights and activities in and around hotel. Imparts this knowledge to other team members. 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。将这些知识与团队成员分享。   26.     Ensures that the concierge team correctly carries out ticket reconfirmation, safari bookings and makes guest reservations when required. 确保根据不同需求为宾客提供票务信息确认，预定等服务。 27.     Ensures that the concierge team correctly handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel 确保礼宾部准确的信息传递，保证酒店和宾客每日包裹邮件的正常收发。 28.     Responsible for managing guest airport transportation, ensuring pick-ups and drop-offs are completed on time and the most effective use of the drivers time is made. 为客户提供机场接送服务并最大效率的安排司机的工作时间。 29.     Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members. 将准确完整的信息录入酒店管理系统，以便大家分享。 30.     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并贯彻实施。 31.     Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT 与餐饮部，客房部，工程部，IT等进行有效的沟通及合作。 32.     Reports problems with hotel systems, hardware or facilities to the appropriate party and 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。 33.     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. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis. 确保信息的有效传达，及时解决问题提高满意度，参加例会及日常会议等。 34.     Manages and maintains the Concierge Desk stock and that it is not wasted, maintaining costs where able. 对礼宾部日常用品予以管理控制，节约成本。 35.     Keeps up 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。 36.     Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed. 遵照执行健康安全，危机管理，灾难救助，火灾预警程序。必要的时候加入 救火。 37.     Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all 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。 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，或第三方付费等服务时要严格遵守酒店规定。 39.     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，确保客人物有所值。 40.     Adhere to the hotel’s security and emergency policies and procedures. 坚持酒店安全制度、紧急情况处理规定和程序。 41.     To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. 确保员工充分的理解并遵守员工手册内容。

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。

Position Summary职位概述 This position is concerned with supervising group of cleaners to maintain the public area within the hotel premises in high  cleaning standard constantly and maintain all the equipment  are functional. 本岗位负责监督确保酒店内所有的公共区域整洁干净，达到高的标准。同时也维护保持所有的设备完好，正常运行。 1.   To distribute assignment to PA attendant. 给公共区域员工分配任务。 2.   To tour the entire public area in sequence. 按顺序巡视整个公共区域。 3.   To ensure proper cleaning, vacuuming are being done in the restaurant outlets, function rooms, lobbies and rest rooms. 确保在餐厅出口、多功能厅、大堂和洗手间进行合适的清理，如清洗、用吸尘器。 4.   To report any damage of carpet or furniture, etc. for immediate repairs. 要及时汇报地毯和家具的损坏，以便急修及降低损失。 5.   To keep following up the repairing work until it has been completed. 跟踪急修事宜，确保维修已经完成。 6.   To check equipment to assure they are functional, clean and properly stored. 检查确保机器的被清洁、正常工作及妥善存放。 7.   To check all the rest rooms frequently to keep up a hygienic standard. 检查所有洗手间始终处于高卫生标准。 8.   To arrange toilet attendants for standing by during the VIP function 在有VIP客人时安排充分的洗手间服务员。 9.   To check back stairs to assure the cleanliness is maintained. 检查楼梯确保卫生及清洁。 10.  Checks soteam team members are neat and well presented at all times. Proper usage of chemical with minimum wastage. 员工能够正确使用化学药品， 尽可能减少浪费。 11.  Ensure the flowers and plants in good conditions, report to Executive Housekeeper if find any problems and inform the supplier to change it in time. 负责鲜花和植物的状态良好，如需更换，报告行政管家通知花房更换。 12.  Ensure the PA storeroom is clean and that chemicals and tools are prepared well. 确保PA仓库干净整洁， 清洁用品和工具充足。 13.  Check PAteam member’s grooming, personal hygiene and appearance. 检查公共区域员工的仪表,个人卫生和形象。 14.  Assist with the preparation of team member duty rosters. 协助准备员工排班表。 15.  Assist with team member training and development. 协助进行员工的培训和发展。 16.  Supervise team member performance. 指导员工表现。 17.  Record status of daily attendance for all PA team members. 记录所有公共区域员工出勤的情况。 18.  Keep good communication with other departments. 同其他部门协调工作。 19.  Deliver high quality service to guests. 提供高品质的对客服务。 20.  Ensure guest needs and reasonable requests are met. 确保客人需求与合理的要求被满足。 21.  Adhere to hotel cleaning and maintenance programs. 坚持酒店的清洁和养护程序。 22.  Ensure a high level of cleaning is maintained in your work area. 保持维护所在工作区域的高度整洁。 23.  Abide by the Hotel’s Policies and Procedures, Hilton Code of Business Conduct and the hotel’s team member Handbook. 遵守酒店的工作政策及程序，遵守希尔顿的商业行为规范以及员工手册中的条款。 24.  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。 25.  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、负责酒店宾客及员工的日常接送服务，确保准时安全抵达目的地 2、维护车辆清洁及基本保养，定期检查车况并及时报修 3、熟悉阿勒泰地区交通路线，合理规划行车路径 4、协助宾客装卸行李，提供基础迎送服务 5、执行临时出车任务及领导交办的其它运输工作 【岗位要求】 1、持A1及以上驾驶证，3年以上实际驾龄 2、无重大交通事故记录及危险驾驶行为 3、熟悉阿勒泰地区路况及周边景点路线 4、具备基础车辆故障判断能力 5、适应早晚班轮岗制度，节假日需出勤

【岗位职责】 1、制定本部门预防性维修保养计划有效保障酒店设备、设施安全经济运行完好。 2、掌握当班能源消耗及维修费用，确保酒店节能、节支。 3、推行节能运行计划的实施和运行维修费用预算的控制。 4、协助分析工程项目报价单，亲临现场检查施工与工程进度。 5、协助工程部经理做好消防，安全工作。 6、协助建立完整的设备技术档案和维修档案。 【岗位要求】 1、中专以上文化程度；3年以上同岗位工作经验。 2、必须掌握机电工程设备的基础知识。 3、能充分领会工程部经理的经营意识，能组织和指挥工程部各项工作计划的实施，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。

Handles the designing of collaterals, printed materials and supervisesactivities of the art section. Handles production of creative materials and artwork. 处理设计间接的印刷材料监督有关艺术部分的活动。处理创造性材料和艺术品的生产。 1.        To set up work schedule according tothe request and suggestion from Marcom Manager/Director. Coordinate with otherdepartments on the exact requirements for promotional and operationalmaterials. Be certain that all designs are done according to the HiltonIdentity Guidelines. Assist with displaying promotional materials. 按照市场传媒经理/总监的要求制定工作计划。与其他运作部门沟通制造宣传推广物料。确保所有呈现的设计均与品牌视觉标识标准保持一致。协助促销推广物料的展示。 2.        Assist in coordinating with supplierson the exact requirements including colors, type of paper and materials. Assistwith Marcom Manager/Director in ensuring that all printed materials are up toour requirements and are in high standards. Responsible for the color proofingof all printings. 协助与供应商关于颜色、纸质就材料的沟通。协助市场传讯经理/总监确保印刷品按要求制造。负责所有印刷品打样。 3.        Handle the designs of collaterals,printed materials and supervise activities of the art section. Handle productionof creative materials and artworks. 设计酒店相关的印刷品,并监督酒店艺术设计活动,设计创意产品。 4.        Convert designs into camera-readyartwork (ready for printing or production) – manually or using desktoppublishing system. 手工或运用电脑系统将设计转化为可直接印刷或制作的格式。 5.        Design and produce signage, banquetposters, banners, backdrops, décor. 设计并制作酒店标识，宴会海报，横幅，背景板及装饰。 6.        Ensure that Hilton Identity Guidelinesare followed on creative materials (i.e. hotel brand, color, specifications). 确保所有酒店的设计产品，如酒店品牌、颜色、规范说明等与希尔顿品牌视觉标识标准保持一致。 7.        Ensure jobs are scheduled properly andtime management is exercised for art section to meet set deadlines for designand art works 确保工作时间安排合理，在截止日期前完成工作。 8.        Organize creative library (designs,graphics, photographs, books, reference materials, color guides) for easyreference. 整理创意资料库（包括：设计，摄影，书籍，色样，参考资料等），以作参考。 9.        Ensure that Desktop Publishing Systemis regularly serviced and maintained. 确保设计系统的正常运行并进行良好保养。 10.     Plan out purchase of art supplies, paper stock and monitor proper usage. 制订设计用品采购计划、纸张的存货计划并监督正确的使用用途。 11.     Replenish required art supplies and paper stock. 及时补给设计用品和纸张。 12.     Perform related assignments that may be required from time to time. 及时完成交予任务。 13.     Maintain art work and design filing system. 维护设计文件的归档整理。 14.     Execute the project responsibilities in the hotel project team(s). 加入酒店的项目工作组时，认真履行相应职责。 15.     Ad hoc assignment from the hotel management. 完成酒店管理层交代的其他任务。