Responsibilities/主要工作职责
Leads and motivates team members by leading by example and employing competent and consistent management practices.
通过训练领导和激发团队员工。
Actively takes part in training the team, facilitating formal training sessions and 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。
Manage turn over to maintain reasonable ratio.
控制酒店员工的流失率。
Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating 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。
Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, PRC Labor Law and HR guidelines. Distributes appropriate discipline when and where required.
确保员工手册，中国的劳动法，HR指南的一致性，如有违反，纪律处分。
Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to team 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。
Is involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
训练和发展有潜力的员工，令其有更好的职业前景。
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，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
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.
负责新员工的培训，使其尽快胜任工作，并告知酒店的要求。
Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
为顾客提供热情服务，让他们有宾至如归的感觉。
Manages guest communication in an efficient and effective way, ensuring that guests are not delayed and that replies or follow up is made within Doubletree Brand Standard timings. Make sure all guest complaints can be solved within 24 hours.
及时有效的和宾客沟通，确保给顾客及时的答复。每个客人的投诉要求必须要在二十四小时内解决。
Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonors and Frequent Flyer Number enquired about, and method of payment secured.
登记客人，确保客人信息完整填写并确认，按照希尔顿荣誉会员和飞行里程会员的要求服务和发展会员，同时确认付款方式。
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，确保行李及时寄存等。
Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知宾客关系经理。回访客人，确保客人对解决方法满意。
Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
关注客户信息和喜好，确保满足客人的要求。
Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
作为接待VIP客人的酒店员工，要确保为客人提供人性化服务。
Allocates rooms in accordance to the guest’s 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，控制房间。
Prints Welcome letters, and for 1st time stay HHonors guests, arranges welcome cards and ensure that they are placed in guest rooms or handed over at the time of arrival.
为行政楼、初次到店和荣誉会员客人准备欢迎卡/信。
Coordinates with Amenity Butlers to arrange in-room amenity set-ups according to VIP level and for special occasions – i.e. Birthday’s and Honeymoon’s.
为VIP客人安排房间礼物以及特殊活动，例如：过生日和度蜜月的宾客。
Liaises with Sales, Reservations and the Business Development team to handle corporate guests.
联络和销售，预定和商业发展团队共同为客人提供服务。
Provides extra services for VIP guests including offering refreshments, cold towels and other courtesies upon arrival.
为VIP宾客提供额外的服务，包括点心，毛巾等。
Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
确保为会员顾客提供优质专业的服务，发展客人加入会员。
Carries out ticket reconfirmation, safari bookings and makes guest reservations when required.
如有需求，帮助客人完成预定和确认。
Ensures a prompt and efficient departure, by settling guest’s accounts as per billing and reservation instructions and ensuring that all guests’ folios are correct.
高效率的办理离店，确保客人帐单准确。
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。
Applies Hilton 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。
Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
掌握希尔顿酒店的基本概况。
Is up to date with information on facilities, attractions, and 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。
Ensures that the overall appearance of the Executive lounge is neat and tidy at all times.
确保行政楼层的整洁。
Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
确保前厅和其他部门间的沟通交流，特别是客房部，餐饮部等。
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.
保持酒店数据的准确，便于操作。维持前厅设备的正常运做和工作区域的清洁。
Prepares the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards. Meets and greets regular and normal guests during the service, ensuring satisfaction.
为行政楼层提供餐饮服务，监督服务标准和清洁等。满足客人的要求确保满意度。
Ensures that guests’ profiles and information is input in to the Police Report system in a timely and accurate way.
及时准确的将客人的信息录入公安报告系统。
Ensures that the Front Office Manager is kept aware and up to date of operational issues.
随时向前厅经理汇报最新的动态。
Ensures that the day-to-day functions of the Executive floors 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.
确保完成每日的任务，包括并不仅限于工作检查表所列的工作。
Checks Registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received.
核对登记表，会议信息，转账协议，财务记录和文件备份等。
Completes reports where and when requested, ensuring that they are complete and delivered on time to the respected party.
提供完整的报告，并及时送至所需部门。
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.
及时将信息传递至相关人员，确保尚未完成的事情移交至有关人员，让宾客满意。参加必要的会议并阅读交接日志。
that par levels are maintained and stock tracked, managed and not wasted, maintaining costs where able. Monitors inventory of the Executive Lounge’s stock to ensure that all items provided to guests are returned and are accounted for.
确保行政楼的库存，避免浪费。查看所有提供给客人的物品是否完好。
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，保持酒店的竞争力。
