Operations support 支持运营工作
1. Assess priorities of work and, wherever possible, assist in organizing General Manager's priorities.
根据各项工作任务的重要性帮助总经理安排工作。
2. Ensure that any guest correspondence is replied within 48 hours of receiving to GM office. And monitor customer feedback, advise Direct Supervisor when necessary.
确保总经理收到的客人信件在48小时内得以回复。包括对客人意见的反馈的管理，并在需
要时向上级提供建议。
3. Being responsible for efficient Facsimile, photocopying, typewriting, translating, filing & other office
duties for the GM office
辅助总经理完成传真、复印、打印、翻译、存档及其他日常办公室任务。
4. To carry out administrative projects and tasks for the GM.
辅助总经理完成行政项目及任务。
5. To assist General Manager to monitor and check the tasks followed up by the Departmental Heads.
协助总经理监督、检查各部门各项工作的执行情况。
6. To assist GM and Hotel Management team to communicate with the Owner
协助总经理及管理团队与业主方进行协调、沟通的工作。
1) To collect and consolidate the information, including but not limited to
Operations, Commercial, Finance and HR, requested by the Owner, check and
have GM’s approval before sending to the Owner by the deadline.
根据业主的要求，包括但不限于运营、商务发展、财务及人力资源等方面的信息与数据，协助总
经理收集、整理、检查，经总经理批准后，在规定的时间内反馈给业主方。
2) To assist GM and the Hotel Management team to pass the updated information
to the Owner, including but not limited to TMs’ activities, management team
building, etc.
协助总经理及管理团队将信息及时传递给业主方，此处信息包括但不限于团队成员的活动、管理
层的团建等等内容。
7. To provide assistance for the operations team on administratitave work with Administration
Support Center team, taking action to ensure smooth operational running if necessary.
与团队成员有效辅助运营部门的行政工作，必要时采取必要的行动以确保服务运营正常。
8. To arrange all the departments’ requisitions of office materials, to ensure a sufficient stock.
负责酒店各部门办公用品的请购，以确保有充足的库存。
9. To assist with translations, oral and written.
协助口头及笔头翻译。
Customer satisfaction support 支持客人满意度
1. Having detailed knowledge of the whole Operations, e.g. operating hours, facilities, services &
promotions, etc, to creat an environment where “everyone is Sales”.
熟悉各个营运部门，如：运营时间、设施、服务标准及推广活动等等，从而创造一个
“人人都是销售”的氛围。
2. To support the Hotel to make good preparation for the audit, e.g. FSAA, QA, etc.
协助各部门跟进与酒店有关的审计活动，如FSAA、QA等等
3. To contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel.
能够提出对酒店的运营及环境有益的意见或建议。
Team Member satisfaction support 支持团队成员满意度
1. To transmit Hilton culture positively, ensures all the team implement it. According to the GM’s request, assist to organize town hall meeting, collect and collate best team member story.
积极参与传递希尔顿文化，使其落地并长期执行。根据总经理的指示，定期组织员工大
会，收集并整理优秀员工事迹。
2. To be involved into the communication meetings with the team members hosted by GM and other Senior Managers, take meeting minutes, and follow up with the improvement plan if necessary.
参与由总经理与高管组织的基层员工沟通会议，撰写会议纪要并跟进改进方案。
3. To 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。
4. To support and assist the other departments to organize activities for the Team Members.
协助各部门筹划和组织团队成员的重大活动。
5. To make preparation to welcome new Level 8 and above, including, introduction, orientation agenda.
负责运营部门8级及以上团队成员的入职准备工作，包括新员工介绍、入职培训日程。
6. To assist GM to hold ceremony for the team, including but not limited to birthday, service anniversary, program graduation celebration, etc.
协助总经理为团队举行庆典活动，包括但不限于生日、服务周年、培训项目毕业典礼等等。
Departmental management & TM career development本部门管理及团队成员的发展
1. To establish and implement annual objectives for the Administration Support Center which towards to achieving the business needs.
根据生意需求，制定及完成行政支持中心的年度目标计划。
2. To select right talents for the Administration Support Center.
负责本部门的人才选拔。
3. Ensuring Standards Training and assessments are carried out.
确定标准培训及评估的实施。
4. Regularly reviewing individual performance against objectives & providing feedback.
根据部门目标及反馈，经常性的对员工及团队的表现加以评估。
5. To assign the routine administration tasks to the team members, and ensure the tasks implemented punctually.
分配、指派日常的行政工作，并确保任务按时完成。
6. To establish good collaboration with other departments.
与其他部门建立起良好的合作关系。
7. Keeping the team up-to-date about departmental, hotel and company activities through regular communication meetings & memos. This includes special events and promotions in the restaurant.
随时更新团队成员与酒店其他部门的交流，了解酒店其他部门的活动，包括特殊活动，餐
厅促销等等。
8. To lead the team to respond quickly and positively to any changing requirement, including the performance.
带领部门团队成员反映迅速并以积极的态度面对要求的改变，包括任何工作要求的改变。
9. 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。
10. Assisting to implement and follow though with improvements those are identified.
针对于部门工作中的不足采取必要的行动。
11. To be responsible to manage and control the Departmental attendance record.
负责本部门考勤管理。
12. Planning ahead and ensuring adequate resources are available.
预先准备并确保本部门设施设备的充足。
13. 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。
14. To provide ongoing advice and support to team members under your supervision.
为下属员工提供建议和支持。
15. To carry 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。
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